Frequently Asked Questions

Medicaid Coverage and ordering supplies

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Is it possible to modify my monthly supply shipment?

You have the flexibility to adjust the quantity of supplies you receive each month. Utilize our online portal to conveniently request fewer items. If you require additional supplies, simply reach out to us via phone or chat, and one of our continence care specialists will assist you in determining your coverage eligibility for extra supplies.

Does Medicaid have to be my primary insurance provider?

Beneficiaries with Medicaid as their primary or secondary provider are eligible to receive incontinence products.

How many supplies does Medicaid cover per month?

The quantity of briefs, pull-ups, and other supplies covered by Medicaid per month varies depending on your specific state's Medicaid plan and your prescription. Your specialist will provide you with the exact quantity you are entitled to receive.

I'm covered by Medicaid, but why didn't I receive wipes?

The supplies you receive are contingent upon the specifics of your insurance policy and the regulations in your state. Each state has its own coverage guidelines, and Medicaid plans may vary. Some states offer over twenty Medicaid Care Organizations (MCOs) that administer Medicaid health benefits, and the coverage can vary among these plans. For example, while one plan may include wipes in its coverage, another plan in the same state may not. We are happy to help troubleshoot any issues on your behalf.

I'm covered by Medicaid, so why am I not eligible for supplies?

You should have received a phone call detailing the reason for not being approved for supplies. The possible reasons could include:

  1. Not being in-network with your Medicaid plan, or our contract may not permit us to provide the requested supplies.
  2. You may not meet the age requirement set by your insurance provider.
  3. Incontinence supplies may not be covered under your Medicaid plan.
  4. You or your child's medical condition may not meet the qualifying conditions under your plan.

I submitted my information. When will I know if I’m approved?

You can expect to be contacted by one of our dedicated specialists within 30 minutes via phone or email after submitting your information. If it's been longer than this timeframe, please feel free to give us a call at 1 (402) 234-2003, and we'll be glad to look into your account and provide you with an update. Our office hours are Monday to Friday from 8am to 5pm ET.

How much is Shipping?

Shipping is free on all orders!

How soon will my order be shipped?

Your order should arrive within 2-5 days from the date of shipment. You'll receive communication from our team containing order details and tracking information. Please keep in mind that your order may be delivered in multiple boxes, which could arrive on separate days.

What if the product isn't suitable for me?

If you're not satisfied with a product, we offer a variety of brands, fits, and absorbency options to meet your needs. Feel free to reach out to us via phone or email, and one of our team members will guide you through the available options covered by your insurance plan. We are 100% committed to your satisfaction!

How frequently can I place an order?

Your eligibility for an order is determined by your insurance's specific regulations, but it generally occurs approximately every 30 days, depending on your usage of the items. We'll reach out to you via email, text, and phone call up to 2 weeks before your next eligible order to guarantee timely delivery of your essential supplies.

What should I do if there's an issue with my order?

If your order is incomplete or damaged, please contact us via phone or email within 10 days of receiving it. Our customer care team will promptly arrange for replacement items to be sent to you, FREE.


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Continence Care

The degrees of incontinence categorize a person's level of bladder and bowel control, as well as their ability to reach a restroom. These levels include:

1. Light: Characterized by occasional dribbling and minor urine leaks.
2. Moderate: Involves significant urine leaks but not a complete bladder voiding.
3. Heavy: Marked by complete bladder voiding during waking hours.
4. Overnight: Occurs when urine leaks while the individual is asleep.
5. Fecal: Involves a loss of control over bowel movements.

Are underpads necessary?

Underpads serve various purposes. If you experience sporadic urine leaks while seated or asleep, using underpads can safeguard your furniture or mattress. Additionally, if you already use briefs or pull-ups, underpads can provide supplementary protection.

Will my briefs or pull-ons be noticeable under clothing?

Our adult briefs, pull-ups, and bladder control pads are crafted for discreet wear. However, the visibility may vary based on your level of incontinence. Individuals with mild incontinence may find it easier to conceal their supplies compared to those with severe incontinence.

Is a brief or pull-on necessary?

Adult briefs and pull-ons serve different purposes. Briefs feature tab closures for easy changing without full undressing and are often more absorbent than pull-ons, making them preferable for individuals with complete incontinence. Pull-ons lack tab closures and are pulled onto the body like regular underwear. They are less absorbent and are favored by individuals with greater mobility or less severe incontinence.

What is the biggest size pull-on you offer?

Our largest pull-on size is 2XL, accommodating up to an 80" waist, which is larger than the typical 2XL pants size. Additionally, we provide briefs in a 3XL size, suitable for up to a 100" waist.

What products are available?

We offer thousands of popular products. Please refer to our product page for a list of available products.

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