FAQ

  1. Do you take insurance?
  2. Is a prescription required for any items?
  3. What are your hours of operation?
  4. Where are you located?
  5. When is my order processed?
  6. Do you take purchase orders?
  7. What shipping methods are used?
  8. When will I receive my order?
  9. How are shipping packages marked?
  10. Do I have to pay sales tax?
  11. How much does shipping cost?
  12. How do I check the status of my order or contact you if I have a question about my order?
  13. How do I know that my online order is safe?
  14. Can I change or cancel my order after it's been submitted?
  15. What product guarantees do you offer?
  16. Do you carry more items for children?
  17. How will my personal information such as my address, phone number and e-mail be used?
  18. How do I return an item?
  19. What credit cards do you accept?
  20. Where do I get a coupon code?
  21. What if I have a problem with my item?
  22. Who do I contact about warranty service?
  23. How will my charge appear on my credit card statement?

Do you take insurance?

We do not participate directly with insurance companies; however, some products are considered to be durable medical equipment and may be a covered benefit. Should you wish to seek reimbursement from your insurer, contact them directly to determine your own coverage and the steps that you should take to obtain reimbursement.

Is a prescription required for any items?

No, our products may be purchased without a prescription. Some products may be considered to be durable medical equipment. For example, the HCPCS code for a bedwetting alarm is S8270.

What are your hours of operation?

You can call us at 1-800-998-1745 between 8 a.m. and 6 p.m. Eastern time, Monday through Friday to speak with a customer service representative. You may send us an e-mail at any time by using the Contact Us link. Please include complete information as applicable when making your inquiry so that we can respond as quickly and accurately as possible.

Where are you located?

Our offices, call center and warehouse are located in Montgomery County, Maryland - between the cities of Washington, DC and Baltimore. Since we're a catalog based company, we're experienced with shipping to customers throughout the United States and most countries of the world.

When is my order processed?

All orders are typically processed in 1 to 2 business days, whether you phone your order in, fax it in, or place it online. Expedited orders (i.e., Next Day and 2nd Day) placed before 2 p.m. Eastern time are shipped the same business day (excluding holidays and weekends).

Do you take purchase orders?

Yes, for organizations with satisfactory credit, we accept purchase orders. Contact us for terms and minimum quantities.

What shipping methods are used?

We currently ship via UPS, the United States Postal Service and FedEx ground for some items.

When will I receive my order?

For in-stock items delivered within the continental United States, you should expect to receive your order approximately 2 business days after the order ships (applicable items only). For orders placed online, you will receive an e-mail confirmation notifying you once your order is shipped. Please view our shipping page to view our estimated shipping times.

How are shipping packages marked?

We respect your privacy. Due to requests by some of our customers, the only markings on the outside of the usual shipping box are a return address from "NI." If you order case quantities, cases are shipped from the manufacturer and may have the product name on the outside of the box.

Do I have to pay sales tax?

Certain states do impose a sales tax on inbound shipments from out of state providers. These include: CA, CT, DC, FL, LA, MD, MA, MS, NM, TN, WI.

How much does shipping cost?

Shipping is FREE to residents of the continental United States for orders over $49.00. Orders less than $49.00 ship for only $6.95. Shipping charges for orders are calculated automatically when you proceed to checkout for online orders, or when you place your order over the phone. Expedited shipping costs (Second Day) are shown during checkout. When ordering by mail or fax, you'll need to enter the amount in the appropriate box on your order form. Shipping and handling costs for fax/mail orders are identified on the order form.

How do I check the status of my order or contact you if I have a question about my order?

If you have any questions about your order, including order status, call us at 1-800-998-1745, send us an email by going to the Contact Us page. Please include your name, address, and order transaction number in addition to your question so that we may assist you as quickly as possible.

How do I know that my online order is safe?

We know through experience that everyone wants a safe, secure online store from a source you can trust. You can feel secure in knowing that we use SSL (Secure Socket Layer), a secure means for handling your online order. In addition, most credit card companies provide additional safeguards to protect your online transaction. If you like, you may even place your order through an arrangement we have with Amazon.com, a leader in online shopping. Amazon will process your credit card and notify us once your order is placed. We receive a notification to ship the items and quantity.

Can I change or cancel my order after it's been submitted?

If we have not yet shipped your order, you can request a change or cancel your order. For fastest service, call us at 1-800-998-1745. If you have just submitted your order online, send an e-mail via the Contact Us form. Be sure to include your full name and address information, as well as your order transaction number. Please provide complete details on the information that you would like to correct or change. When we have made the change on your order, we will send you an e-mail confirmation. If we are unable to change or cancel your order, we will notify you via e-mail. You may still return unused items within 30 days for a refund, less delivery costs.

What product guarantees do you offer?

Your satisfaction is our first priority. In the rare instance you are ever dissatisfied with your National Incontinence purchase; contact us for information about returns. We will gladly refund your purchase for unused items within 30 days (less S&H) if returned undamaged in their original packaging. Most of our products are also backed by guarantees from the manufacturer. Information is provided with the item. For health reasons, we cannot accept returns of used merchandise or opened disposable products.

Do you carry more items for children?

Yes, please visit www.bedwettingstore.com for a wide selection of bedwetting products for children, including bedwetting alarms, washable underwear and vibrating watches.

How will my personal information such as my address, phone number and e-mail be used?

National Incontinence respects your privacy. We will not use any information you provide to us for purposes other than to contact you about your order, or to notify you of products that we believe may be of interest to you. This information is not shared with anyone outside of National Incontinence.

How do I return an item?

National Incontinence accepts returns of unused merchandise returned in their original, resalable condition within 30 days of purchase. Shipping and handling costs are not refundable. You must contact us for a return merchandise (RMA) number before shipping. You may call, or use the Contact Us link. Because of health and safety concerns, we cannot accept returns of used merchandise or opened disposable products. Please carefully pack all items to be returned in original packaging. National Incontinence is not responsible for shipping costs or damage on returned items. Please be advised that packages sent by normal US Mail cannot be tracked to ensure delivery. Since National Incontinence cannot provide credit for a return without confirming its receipt, we recommend that you use a delivery method that can be tracked and or insured such as UPS or FedEx.

What credit cards do you accept?

We accept American Express, Discover, VISA and MasterCard for online purchases. Call us if you wish to pay using PayPal.

Where do I get a coupon code?

Occasionally we may run promotions for discounts on items or shipping. These may include coupons available from your health care provider or coupons provided to repeat customers. Our customer service representatives are unable to provide you with these codes.

What if I have a problem with my item?

Occasionally, customers experience problems with the use of an item. We've developed several troubleshooting guides for specific products that answer many of the common issues customers have. Consult the troubleshooting guide for your product for answers to commonly asked questions and suggestions for resolving the problem. Should you need additional help, contact by phone or use the Contact Us form.

Who do I contact about warranty service?

Manufacturer warranties are usually handled by contacting the manufacturer directly by telephone. We can assist you in obtaining the manufacturer contact information if you did not retain the original packaging. As a courtesy to our customers, National Incontinence provides warranty service for some products – in particular those where the manufacturers are located in other countries.

How will my charge appear on my credit card statement?

Your charge will read either "NationalIncontinence/Enuresis" or "Enuresis Associates."

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National Incontinence is America’s source for bladder control products.