All Ostomy Bag Holder items are hand made, in the United States of America, and can ship worldwide!
Collections are available with different options to allow all ostomates & catheter users to determine the supports that are best for them. By making everything by hand, instead of "cookie-cutter press" machines, we can assure that you will receive a quality product built to last, can be worn 24/7, and can be ordered to your specific needs for the best fit & function available. Payment for orders is initiated/processed upon checkout, and within one business day, allowing the order to be placed in queue to begin the manufacturing process.
The manufacturing process includes, but is not limited to, building & cutting templates, cutting & gathering materials, sewing &/or modifying said materials, quality control, and preparing completed items for packaging/shipping.
• Shipping Time Frames: Packages will ship via USPS. Shipping estimates/rates are provided during checkout & are available depending on the weight of the items being ordered, and the shipping destination entered. The shipping method chosen will be utilized in shipping your order once it leaves the facility and is separate from manufacturing & dispatching time frames.
• International Shipping: Buyers are responsible for any customs & import taxes that may apply, which are determined by your country's postal agency. Packages will be listed as a 'MEDICAL DEVICE' or 'MEDICAL SUPPORT'. All shipments to Canada and the United Kingdom will incur additional fees during the checkout process to account for customs duties and VAT fees (up to 20% for the UK). All other international shipments will have no additional fees, but may be required to pay additional fees upon the time of delivery, or for release of their parcel, depending on their countries customs policies & fees. Any fees due for delivery and parcels returned due to buyer not collecting their order from the delivery agency are the buyer's responsibility. PouchWear is not liable for fees, returns, or delays due to any of the above. Please check with your countries importing policies for additional information if needed.
|Tailoring business days are Monday through Friday, 9:00AM to 5:00PM AZ Time; excluding weekends & US holidays.
Shipping time frames are separate from tailoring time frames and are determined by the shipping method chosen during checkout. All invoice items will ship together
. If choosing rush manufacturing options, ensure that all items include the same rush manufacturing option.
Products in the Premium Custom Collection
are tailored from scratch using the measurements & preferences noted on the order invoice. These items are best for ostomates or catheter users who experience ostomy or catheter related issues, have hernia needs, experience fit issues with 'one-size, fits all' products, or prefer the form fit of a custom tailored item. Because the products are custom made per your order specifications, a manufacturing time frame for your order is required, prior to shipping. Current tailoring time frames will average 10-15 business days & begin one full business day from the invoice date, to allow for payment processing. These time frames are noted as average as t
vary depending on demand and may ship sooner, or later, than the time frames noted; up to 45 days. Since all items are made in-house, delays may include material, tailor, machinery, or dispatching delays.
Rush manufacturing options are available for those who require their items sooner than the current manufacturing time frames noted. This option will reduce the time needed to custom tailor the item(s) and does not include the shipping time frame to be applied after the item is complete/shipped.
Note: All invoice items must have a rush manufacturing option applied to qualify for rush manufacturing. Currently available rush manufacturing options can be reviewed on the individual product pages & the product measuring guide pages. Partial rush orders will not qualify for rush manufacturing & any charges will be credited to your in-store account. If your requested manufacturing time frame is unable to be met, your rush manufacturing difference will be credited to your in-store account and the next available rush manufacturing option will be applied automatically. Due to the customization of all products, we are unable to guarantee any rush service. Please specify your "needed by date" on your invoice.
Returns & Modifications
Because products in the Premium Custom Collection are custom made, from scratch, per your order specifications, these items are not eligible for refund. No refund will be possible except: if an item is defective, it will be exchanged for another one of the same or, modified to function, if it is determined to have been a manufacturing defect/error. If said item is a sale item and no longer available, a credit in that amount will be applied as store credit to be used toward another product.
Please notify a representative of any issues, at firstname.lastname@example.org, within 3 days of delivery. Items reported after said 3 days of delivery are not guaranteed to have modification options available. Please do not continue to use the product. An authorization code will be provided for any items being sent in for modification. Packages returned to the facility without prior authorization or notice are subject to refusal of receipt or additional shipping fees.
All custom tailored support products come with a 90-Day Fit & Feel Guarantee in which your item can be modified or retailored to fit as expected or intended. If for any reason during 90-days of receipt of your item(s) you are not happy with the fit and/or feel, we will modify or remake your item(s) free of charge. Contact a support specialist within 90-days of receiving your support(s) to review any changes you would like to make, which can include, but are not limited to, sizing differences, upgrade additions or removals, bag changes, different products or wear styles, or even a different in fabric specialization or material. Initiating the 90-Day Fit & Feel Guarantee will provide additional information on how to process the modification, provide an authorization code for the return of the item(s) you are unhappy with, and a follow up from a support specialist to confirm any changes needed.
When returning any item(s) under the 90-Day Fit & Feel Guarantee, you must ensure that supports are not soiled, either by waste or adhesive, and washed before sending to be modified. No exceptions will be made, voiding the 90-Day Fit & Feel Guarantee, and soiled products will be returned immediately without the ability for further modifications, alterations, or remakes. Any item that is damaged or modified, outside of our internal tailors, will void the ability to modify as this would not allow us to guarantee the structural integrity of the supports.
• CANCELLATION POLICY: Orders can be cancelled within 5 days of the invoice order date, for orders that do not include rush manufacturing options. Due to the expediting process of all orders with rush manufacturing options, these rush orders are final and may not be cancelled. Orders that have been completed, are awaiting pick-up for shipping, or have been shipped/delivered, can not be cancelled. Cancellation requests that are made after the 5 day period, will incur a service fee of 30% of the order total, for services rendered, to include, but is not limited to, labor, cutting & gathering templates & materials, and any initiated sewing &/or modification to said materials. This service fee will be deducted from the refunded amount for the cancelled order.
All cancellation requests must be made in writing
, to email@example.com
, and should include the invoice number, the first & last name noted on the order invoice, and the email address associated with the order. Cancellations that are not made in writing will not be processed. A confirmation email will be sent, to the email address noted on the order invoice, upon successful cancellation of applicable orders.