Frequently Asked Questions
Look here for the inquiries most commonly asked by our customers. Don't see what you are looking for? Just email us at firstname.lastname@example.org or call 800-563-0161.
Do I need a fitted brief (tab-style) or a pull-on (underwear style)? Which is better?
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!
Should you "double-up" products? For example, should I use a pad and a disposable brief together?
It’s not suggested to double up on product unless you’re doubling up booster pads. Booster pads are the only pads designed to be doubled up together. If you’re using an incontinence pad (with waterproof backing) alongside a protective brief then you’re more than likely to experience leakage.
What's the difference between a booster pad and a liner?
A booster pad is a NON-waterproof flow through insert pad, 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.
Should feminine pads be used as a substitute for incontinence pads?
No, feminine pads or any style of menstrual pad should not be used for incontinence protection. Menstrual pads are not designed to absorb the output that incontinence pads can absorb. Menstrual liquid and urine are two completely different consistencies.
How do I know which size I need?
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.
Is a liner as effective as a brief or pull-on?
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.
What's your largest size adult diaper available?
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.
How can I stop leaks from happening overnight?
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.
Why don't you list your sizing information based on a person's weight instead of the Hips/Waist?
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.
The packaging on my product that I purchased shows only one size and does not specify if the size is for the hips or waist. How do I know if I have the right size?
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 a 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.
I care for someone who is obese and I'm unable to get an accurate waist measurement. How can I determine what size they need?
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 email@example.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.
I have a 58-inch waist but my legs are very skinny. I prefer a pull-on. Should I get large or extra-large? If I get extra-large will the leg holes be too big?
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.
Your products show sizing information based on Hips/Waist. Where exactly should I be measuring to get the most accurate information?
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.
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.
I'm trying to find the right size tab-style fitted brief. My waist is 32 inches which is in the range for size small as well as medium. I'm a 5'10” 170-pound adult male. Which size is right for me?
The medium size 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.
My mother is a very petite and short woman. Everything we have tried is too tall and goes up far past her waist. Do you have a shorter product that won't go up so high?
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 firstname.lastname@example.org, we'll be happy to assist you further.
My skin is irritated at the mid-thigh area, why could this be?
The product you’re using may not be fitting properly and you might need to go down a size for a more snug fit.
My skin is blistered at the upper thigh, why could this be?
If you’re using pull-on style underwear then the elastics around the leg could be resting in the wrong places of the groin.
Why else could my skin become irritated when wearing adult diapers or briefs?
This could be caused by a couple of different reasons: You might not be changing your incontinence product as often as you should, there's a lack of care in the perineal area and if you’re in a constant position with your product for long periods of time that could also cause irritation. These could all contribute to skin irritation, but we recommend consulting with your doctor for specific questions and treatment.
I am wetting the bed, what do I do?
First, we recommend making an appointment with your doctor to get a referral for a specialist to investigate the cause of the bed wetting. You can also lookup specialists in your area or that are covered under your insurance plan.
Some of these specialists include urologists, urogynecologists, or continence nurses. To find a doctor in your area go to NAFC's doctor locator. To help stay dry at night while seeking care, check out our line of absorbent products on our adult diapers page. Feel free to request samples on our online sample page.
ORDERING AND SHIPPING
What is FedEx Hold-at-Location?
With FedEx Hold-at-Location, you can have your packages delivered to a participating store so you don’t have to worry about your packages being stolen from your doorstep.
FedEx has expanded Hold-at-Location to make picking up shipments as easy as possible. Customers can receive packages at FedEx Office®, FedEx Ship Center®, and FedEx Authorized ShipCenter® locations, as well as select locations of these stores:
To find if there is a FedEx Hold-at-Location near you, go here.
Things you should know before you ship to one of these locations:
1. Your package will be held at the location for 1 week after delivery. If you do not pick up your package, it will be returned to NorthShore.
2. The person who is listed on the shipment as the person picking up the package MUST pick-up the package and provide a valid ID at the time of pick-up.
How much is your shipping?
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.
When will I receive my order?
Our orders ship from Buffalo Grove, IL. With the exception of orders using US Postal shipping, orders received by 7 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 ships or call 800-563-0161 for estimated delivery time.
Do you ever offer free shipping?
Please visit our promotions page to see products with free shipping offers: Promotions
Do I have to worry about my privacy with my shipments?
No, we ship all of our orders discreetly. Nothing will be listed on the outside of the box except your address information, our return address, and tracking number. We do not list any other information regarding the contents of the order or our business.
What is your return policy?
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.
Who will be delivering my order?
We ship via FedEx and other carriers to provide you with the fastest and most reliable service.
Do I need to be there to sign for my order?
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.
How do I remove my information from any emails or other marketing materials?
If you wish to no longer receive any mailings or any other marketing materials from us please send us your request at email@example.com. We will be happy to remove your information from our system right away.
How do I contact customer service?
Take a look at the Contact Us page. You can also email firstname.lastname@example.org or call our care experts at 800-563-0161.
What are your hours?
Our customer care experts are available Monday through Friday from 6am - 10pm Central Standard Time; Saturday and Sunday from 8am - 8pm by phone or online chat. Our customer service number is 800-563-0161. To contact us after hours please email email@example.com.
Do you sell customer information to third parties?
Do you have a store or are you online only?
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.
Do you have a catalog?
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.
What are my payment options?
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).
Do you take insurance, Medicaid or Medicare?
We accept many payment options including Visa, MasterCard, AmEx, Discover, PayPal, 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.
What is Auto-Ship?
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.
How do I create a subscription for Auto-Ship?
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.
What if I need my Auto-Ship Items to ship on or after a specific day of the month?
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.
How often can I have my Auto-Ship items shipped?
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.
What will happen after I create a subscription?
After you join Auto-Ship, you will receive an email confirming your subscription. This email will include a link to access 'My Auto-Ship Items' 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.
How do I make changes to my Auto-Ship orders?
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.
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 canceling. Once you've selected 'OK', your subscription will be canceled 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.
How do I make changes to my Auto-Ship account information?
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.
What is the difference between the 'Next Auto-Ship Items' and Manage Auto-Ship Items' tabs?
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.
Why is my Shipping Address for Auto-Ship separate from the Shipping Address in Address Book?
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.
What type of payment do you accept for Auto-Ship?
You can checkout using Visa, MasterCard, Discover or American Express. Alternative payment forms, such as Paypal, cannot be accepted.