We understand that sometimes ordering online, ordering clothing items online, and especially ordering ostomy supports online can be a jumble of information to wade through. We would like to make sure you find all of the information you need to make the best decision on the supports that would function for you. You can find specific product information below the product pages, as well as seeking additional information with our PouchWear Care Representatives who are available by email, through live chat (located on the bottom right hand corner of your screen), or by leaving a call back request via phone.
What does "fully enclosed" mean?
When referring to our support products, fully enclosed means that your ostomy bag will be fully enclosed within the support belt, cover, and/or wrap and will no longer touch the skin. On most support products available, the ostomy bag will sit inside the support in between two layers of fabric. The product will be equipped through a flexible ring that will sit against the flange/wafer once equipped. A flip-out pocket located at the bottom of the support product will allow for easy equip/un-equip, will keep pointy bag ends off of the skin when inside the pocket, and/or easy draining without having to remove the product.
Do I use the measurements on the appliance box to make my order?
No, please refer to the 'Equipping & Measuring' video located on the bottom of every product page, in the description tab, when entering your specifications to assure accurate tailoring. While using the manufacturer measurements may be accurate in some cases, using the 'Equipping & Measuring' video ensures that your items are customized to work as described. Following this requested information will provide you with supports that fit and work how they are intended to fit to provide you the protection, discretion, and support you need, all while in comfort!
Can I use this if I have double ostomy?
Yes, all supports can be customized to function with a double ostomy. Contact with a support specialist will need to be made to assure accurate information is collected. Additional information & cost will assure that the stand alone supports are modified for the double ostomy.
Do you ship internationally?
Yes, any PouchWear support product can be shipped to any country world wide. International buyers are subject to their own country's customs laws and may experience additional fees when retrieving items from their country's postal carriers. The shipping price you pay is a low cost and does not cover a customs charge or any additional charges from your respected country.
How long will my order take?
All items are custom made and require tailoring prior to shipping. We request between an average of 8-12 business days for manufacturing prior to shipping. Orders are often shipped sooner but rush manufacturing is also available should it be needed by a certain date.
Are there rush options available?
Yes, we do offer rush manufacturing at an additional charge. When purchasing a rush for your order, this is only referencing the manufacturing time involved to tailor the items and not the shipping timeframes. You can choose from different rush manufacturing options on the individual product pages. You can find more information about manufacturing and shipping timeframes by referencing our Shipping page. Shipping timeframes will be determined by the shipping method chosen during checkout. Rush shipping options are also available with fees determined by the shipping carrier chosen. International orders may also incur additional customs fees depending on their respective country's custom policies.
What should I expect when I receive my support belt or wrap?
All items are customized per your order specifications to include the color, wear style, and appliance fit. To assure a snug fit and proper functioning of your support belts and/or wraps, you will note that the items are tailored with a decrease in the waist size measurement and, on some products, a reduction in the ring size. This is to account for the stretch in the materials used in manufacturing as well as to assure form-fitting wear. Any reduction will be made during tailoring and not when entering the measurements requested. You may reference the 'Equipping & Measuring' tab below each product page to identify the information needed to order. There are no hard or rigid materials involved and no products will dig in or bruise the skin.
Will this block or hinder my stoma?
No, no products purchased will hinder or block the stoma. Items are tailored with a cover over your stoma area that will not hinder, block, or apply pressure to your stoma. In addition, all enclosed support products will aide in keeping the waist evenly distributed within the ostomy bag and away from sitting directly over the stoma area.
Do you accept medical insurance?
We are currently working in accordance with the medical industry to have PouchWear products be completely covered by insurance; in the mean time, please seek partial reimbursement with the code HCPS CODE A4396: Ostomy belt with parastomal hernia support.
What is your return policy?
Because all PouchWear products are custom made, all orders are non-returnable and non-refundable. Please assure that all measurements are correct before placing your order by reviewing the 'Equipping & Measuring' areas on the product pages. Should an order that was placed need a correction, please contact a PouchWear care representative as soon as possible. Orders that have already been shipped can not be corrected or changed. Any items needing modification or returns will be automatically refused without prior authorization of return.
What is your modification policy?
If your PouchWear ostomy belt needs modification it must first pass our quality control inspection at the full discretion of our quality control department. You must ensure any support belt products are not soiled, either waste or adhesive, and washed before sending to be modified. No exceptions will be made and soiled support belts will be returned immediately without the ability for further modifications. Additional customization charges may apply. Modifications may be possible for some styles depending on design and request. Please contact us if you are dissatisfied with your PouchWear ostomy belt. We will work to make your support belt functional for you. Our goal is to go above and beyond your expectation.
I received my order but the specifications aren't correct. What do I do?
In some cases, the variances may be minimal and will not affect the function of your support product. All support products pass a quality control inspection prior to shipping. If there is a manufacturing error that hinders the function of your support product, the item will be replaced free of charge.
Will these products work with any ostomy or type of ostomy product?
Yes. PouchWear support belts, wraps, shower covers, and pouch covers will all work with your existing appliance and ostomy type (colostomy, ileostomy, & urostomy). Please be sure to reference the 'Equipping & Measuring' tab located below each product page to order correctly and avoid incorrect measurements. Incorrect orders will not be replaced.
Are there any special care instructions I should be aware of?
All products are machine washable and low heat dryer safe with the exception of shower covers. Care instructions for individual products are also located on each product page.