The Incontinence Supply Experts

Call Us:
(800) 563-0161

Frequently Asked Questions (FAQ)

Got questions? Look here for the inquiries most commonly asked by our customers. Don't see what you are looking for? Just email us at info@northshorecare.com or call (800) 563-0161.

Both styles offer dependable solutions for dealing with incontinence. Fitted briefs have tabs on either side, which are typically preferred when there is a caregiver assisting with putting these on and removing them or if a user has difficulty bending to put on pull-ons. Pull-ons are usually preferred by users who manage their incontinence unassisted and have independent mobility. For personalized assistance in getting the very best product for your needs, please contact a care expert today at (800) 563-0161. We're happy to answer your questions!
A booster pad is a NON waterproof flow through insert, made to be added to a disposable undergarment to increase the absorbency without blocking the flow of liquid into the undergarment. It's a "boost" of absorbency. A liner is a waterproof backed large pad worn in regular underwear, for those who do not have a need for a disposable undergarment but still need protection from moderate to heavy incontinence.
We've provided sizing guidelines on all of our product pages to help narrow down your specific sizing needs. Since no two bodies are alike, these should only be viewed as a guide, For extra help for your specific sizing needs, call us! We're here to help you through the product selection process.
Liners will provide very good protection for moderate to heavy urinary incontinence, and are a very good option for users dealing with bowel incontinence. Liners will not have the same security as a full sided disposable undergarment, but if that's not needed, liners would be the appropriate choice.
We have a variety of products for those with bariatric sized needs. Currently our largest disposable bariatric brief is a 4X Sized fitted brief made by Tranquility, fitting a waist/hips between 70 and 106 inches Tranquility Bariatric Brief
A super-absorbent undergarment, brief or pull-on, is the first step to effective overnight protection. Booster pads are a great option for overnight protection. For additional coverage, consider a washable or disposable underpad to protect your mattress and linens. We also have waterproof diaper covers, which provide snug protection around the legs and waist to help you or your loved one wake up dry.
Underpads
Diaper Covers
Boosters
The Hips/Waist measurement is more accurate because it speaks to the individual's specific body type. No two bodies are alike; two people can both weigh 200 pounds, yet have completely different body types. Obtaining those measurements help narrow down the user's specific sizing needs.
If you have a package of product that shows only one size for Hips/Waist you want to base your sizing needs on your larger of the two measurements for your hips and waist. For example, if you have a 40 inch waist and 50 inch hips, and you have product that states that it fits 45 inches, you should base your sizing needs on your larger measurement of 50 inches, and go up to the next size.
The largest tab style fitted brief that we currently have available fits a waist up to 106 inches. The largest pull on style undergarment that we have fits a waist up to 80 inches. If you're unable to get a waist measurement, it may be best to call our care experts at (800) 563-0161 or email us at info@northshorecare.com to further discuss the user's needs as well as their body type and have some samples sent to try before making a purchase.
If you prefer pull on style undergarments you want to have them fit as snugly as possible without them being uncomfortable; this is especially important when the user has skinny legs. A size large will probably be a better fit, but you may want to consider trying large and extra large to better decide what you're comfortable in.
When measuring the waist, you'll want to measure what's called the natural waistline, which is typically an inch or so above your belly button. When measuring the hips, you should measure them where they are the widest, usually 7 inches below the natural waistline.
You will want to focus on a fitted brief that is flexible and refastenable so you can readjust until you find the perfect fit around her legs. Our NorthShore Premium Youth Brief has yielded excellent results for many individuals with similar needs. Our care experts can assist you with product selection and providing samples. Please call us at (800) 563-0161 or email info@northshorecare.com for additional assistance.
If you're not already using a booster pad, consider adding one to your pull on to help boost absorbency and potentially minimize or even eliminate leaks. For even more added protection, check out our GaryWear covers. You'll need a precise waist, hip, and thigh measurement, but when you get the correct fit, these provide excellent containment of leaks when the leg holes leak.
Medium will have a taller rise and will be a much more comfortable fit based on your height and weight as well as your waist size.
We have several extra small, youth sized products that have also worked well for smaller adults. Our care experts can provide additional information and provide samples. Please call (800) 563-0161 or email us at info@northshorecare.com, we'll be happy to assist you further.

Our shipping charges are based on the total dollar amount of your order. Expedited shipping is available if needed. For pricing on expedited shipping please call (800) 563-0161.
Our orders ship from Buffalo Grove, IL. All orders received by 5 PM Central Time ship the same day. Orders shipped standard ground delivery will be received in 1-4 business days, depending on the destination. Order arrival times vary, depending on the delivery address. You will receive a link to track your package after the order has shipped, or call (800) 563-0161 for estimated delivery time.
Please visit our promotions page to see products with free shipping offers: Promotions
Always. We ship in plain brown cardboard boxes with no external advertising to indicate the contents of your shipment.
Auto-Ship makes ordering easy for you. Simply set the timeframes and quantities and we will make sure it gets sent to you on time. You can pause, cancel or change your Auto-Ship order any time prior to the ship date. There is no charge to set up Auto-Ship and we do not charge a membership fee.
Just call a care expert at (800) 563-0161 today to set up your customized delivery schedule and answer any questions you may have. To be updated when Auto-Ship section is written;
We are committed to providing you with the correct product in new condition. Please see our return policy. Of course, if you have any questions, call our care experts at (800) 563-0161.
We ship via FedEx and other carriers to provide you with the fastest and most reliable service.
Nope, you don't need to be there. The driver will leave the box at your door or in the unlocked lobby if no one is there. Remember, the box does not show or describe the contents and the return address has only our company name and address to keep the contents discreet.

Take a look at the Contact Us page. You can also email info@northshorecare.com or call our care experts at (800) 563-0161.
Our customer care experts are available Monday through Friday from 7AM to 6PM Central Standard Time; Saturday from 8AM to 2PM; Sunday from 8AM to 12PM by phone or online chat. Our customer service number is (800) 563-0161. To contact us after hours please email info@northshorecare.com.
Never. We respect your privacy and will continue to always do so. Feel free to read our Privacy Policy.
Our office and warehouse are located in Buffalo Grove, IL. We do not have a retail store; however local customers are welcome to pick orders up during business hours, Monday through Friday. For customers who prefer to order online and wish to pick up their order, please enter coupon code PICKUP at checkout and we'll have your order ready in less than 30 minutes.
We do not have printed catalogs available at this time; however, every product that we sell is available to view online with detailed information. For any additional information or questions, please call us at (800) 563-0161.

We take all major credit cards online or by phone. For online ordering you also have the option of PayPal, PayPalCredit (formerly called Bill Me later), and Amazon payments.
We accept many payment options including Visa, MasterCard, AmEx, Discover, PayPal, Amazon Simple Pay, checks and money orders. You may check with your insurance company to determine whether they provide coverage. If you are covered, you will be responsible for submitting your receipt and requesting reimbursement from the insurance company.

Auto-Ship is the most convenient way to receive your products and save money. Once you subscribe, we will automatically send your products based on your chosen order frequency. After the first order, you will receive 5% off all Auto-Ship items. The program is easy to use and customizable. You can make changes online whenever you need with just 24 hours notice prior to the ship date. Tell us how often you want your product and we will take it from there.
You always have complete control over your Auto-Ship orders. We send an email reminder 10 days before each order ships. You can change your delivery frequency, next order date, quantity or add products anytime by visiting 'My Auto Ship Items' located within the 'My Account' section when you are signed in to your account.
Select "Auto-Ship" when checking out to Save 5% on Future Orders!
Creating a subscription is easy; it can be done while browsing on a product page or while reviewing items in the shopping cart. To subscribe, simply select the Auto-Ship option, select your preferred shipment frequency, and then check out as normal. You can view Auto-Ship instructions with screen images here.
If you need Your Auto-Ship items on or after a specific day of the month, please call customer service at (800) 563-0161. We will set it up for you.
You can choose to have your Auto-Ship items shipped at any weekly interval from every week, every 2 weeks, every 3 weeks or more up to 16 weeks.
After you join Auto-Ship, you will receive an email confirming your subscription. This email will include a link to access 'My Auto-Ship Item' where you can manage your future orders, subscription items, and subscription account information.
We will place your Auto-Ship orders automatically according to your selected frequency. Prior to each order, we will send you an email reminder. You will only be billed on the day the order is shipped. You will also receive email notifications regarding other important information relating to your Auto-Ship account, such as if your product is discontinued, if you cancel your subscription or confirmation when an order is placed successfully.
Once you've subscribed, Auto-Ship is easy to manage. You can change your next order date, skip an order, change your selected frequency, cancel a subscription or even add a one-time item by visiting 'My Auto-Ship Items' located in the 'My Account' section. Please allow up to 24 hours for modifications or cancellations to be processed.
Change an Order Date:
To change your next order date, please visit the 'Next Auto-Ship Order' tab under 'My Auto-Ship Items' and click the 'Change Date' button near the next order date. Next, select a new date for your order. This will change the order date for the entire order.
If an order contains multiple items, and you would only like to change the order date of a single item, please visit the 'Manage Auto-Ship Items' tab and identify the individual item you would like to modify. Please click the 'Change Date' for the individual item and select your desired next order date from the pop-up calendar.
Skip a Delivery:
To skip an order, please visit the 'Next Auto-Ship Order' tab under 'My Auto Ship Items' and click the 'Skip Delivery' button near the next order date to skip the entire order.
Change Shipment Frequency:
To modify the delivery frequency for an Auto-Ship item, please visit the 'Manage Auto-Ship Items' tab. On this tab, the current delivery frequency is displayed next to each Auto-Ship item in a drop down menu. To change the delivery frequency for an individual subscription item, simply click the arrow of the frequency drop down next to the Auto-Ship item you would like to modify and select your next desired frequency from the drop down menu.
Cancel Subscription:
To cancel an Auto-Ship item, please visit the 'Manage Auto-Ship Items' tab and simply click the 'Pause for this Item' button under the item quantity. You will be prompted to confirm this action and indicate your reason for cancelling. Once you've selected 'OK', your subscription will be cancelled and no future orders will be placed. You will also receive an email notification confirming this.
Add a One-Time Item:
If you have an Auto-Ship order scheduled within 10 days, log into your account to add items to that order. After you log in, browse any product page and select the button that says 'Add to my Auto-Ship Order'. Simply select whether you want this item to be delivered at a chosen frequency or if you just want this item one time and it will then be automatically added to your next order. Adding items to orders is for your convenience. The 5% Auto-Ship discount will not be applied to one time items.
Please allow up to 24 hours for any modifications or cancellations to be processed.
To review or modify your Auto-Ship account information, visit 'My Auto Ship Items' located within the 'My Account' section on our site. You can view and change your shipping address, payment information for an individual order, or your address information at the subscription item level. You can also change the delivery frequency.
To Change Shipping Information:
Go to 'Next Auto-Ship Order' and select 'Edit' in the 'Shipping Info' section. Please note that this is your shipping address for ALL your Auto-Ship items. Please note that this will not update your address when checking out one time items that are not added to an upcoming Auto-Ship order. To update your Saved Shipping Address for non Auto-Ship orders, go to 'Address Book' in 'My Account'.
To Change Billing Information:
Go to the 'Credit and Debit Cards' section of 'My Account'. Remember to press “OK” and verify that your updated information saved successfully. We kindly ask that you allow up to 24 hours for modifications or cancellations to be processed. Please note that your Auto-Ship shipping address may be different than your shipping address for orders sent on a one-time basis that are not added to Auto-Ship orders. If you update the shipping address in 'Address Book' section of 'My Account', it will NOT update your Auto-Ship address in the Auto-Ship Items section.
The 'Next Auto-Ship Order' tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Auto-Ship if the items have the same order date, shipping address, billing address, and payment information.
The 'Manage Auto-Ship Items' tab displays individual Auto-Ship items and all associated details for that individual subscription including next order date, delivery frequency, quantity, and shipping address.
Your shipping addresses in 'Address Book' are for all one-time purchases with NorthShore. Your shipping address in the 'My Auto-Ship' is for all Auto-Ship items – including all one time items that are added to upcoming Auto-Ship orders. This shipping information is separate from the shipping address under 'Address Book'. You can easily update your Auto-Ship address while managing your Auto-Ship orders. You have the ability to ship your Auto-Ship items anywhere, even to a different location from your default address in your 'Address Book'. In addition, you will be able to have multiple Auto-Ship orders that automatically each ship to unique addresses that you specify in 'My Auto-Ship'.
If you would like to change your shipping address for one-time purchases that are not added to upcoming Auto-Ship orders, please change your shipping address in the 'Address Book' section.
You can checkout using Visa, MasterCard, Discover or American Express. Alternative payment forms, such as Paypal, cannot be accepted.