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Shipping & Returns

All PouchWear items are hand made, in the United States of America, and can ship worldwide!

 PouchWear 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/dispatch process.

  • Shipping Time FramesPackages 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 or dispatch time frames.
  • International ShippingBuyers 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'. We are not responsible for any delays due to customs that may arise.

• Tailoring & dispatching business days are Monday through Friday, 9:00AM to 5:00PM, excluding weekends & US holidays •
Shipping time frames are separate and are determined by the shipping method chosen during checkout. All invoice items will ship together, whether from the custom made collection, pre-made collection, or a combination of both collections. 'Order Status' information can be reviewed on the 'Track A Package' page.

Shipping policies for these collections, and how they differ, are outlined below:

 

Premium Custom Collection Premium Custom Collection -
Custom Tailored Supports

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 they may vary depending on demand and may ship sooner, or later, than the time frames noted.

Rush manufacturing options are available for those who require their items sooner that 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. 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.

 

Ready Set Go Collection Ready Set Go Collection -
ReadyMade Supports

Products in the Ready Set Go Collection are pre-sized supports, tailored in advance for a quick turn-around. These items are best for those ordering for someone else or for ostomates with a temporary ostomy who do not experience many ostomy related issues. ReadyMade items are tailored in batches, in-house, allowing for quicker re-stocking. Current dispatch time frames will average 1-10 business days & begin one full business day from the invoice date, to allow for payment processing. These time frames are noted as an average and will fluctuate depending on the availability of the items/color. These items sell-out quickly and are restocked in batches every week.

 

 

Returns & Modifications

 

Premium Custom Collection Premium Custom Collection -
Custom Tailored Supports

Because products in the Premium Custom Collection are custom made, from scratch, per your order specifications, these items are not eligible for return/refund. No replacement or return 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 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.

  • MODIFICATION POLICY: Belts, bands, and wraps are able to be modified, via the 30-Day Fit Guarantee. Modifications include reduction or increase of the 'stoma waist size', the 'wrap waist size', or the 'hip measurement'. Completion of the 30-Day Fit Guarantee will provide additional information on how to process the modification. If your PouchWear belt, band, or wrap needs modification, you must ensure any support products are not soiled, either by waste or adhesive, and washed before sending to be modified. No exceptions will be made and soiled products will be returned immediately without the ability for further modifications. 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. Additional customization charges may apply if modifying options outside of those mentioned above; contact us at support@ostomybagholder.com for these options.
  • CANCELLATION POLICY: Orders containing any item from the Premium Custom Collection 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 25% 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 support@ostomybagholder.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. 

 

Ready Set Go Collection Ready Set Go Collection -
ReadyMade Supports

Items in the Ready Set Go Collection are eligible for return within 30 days of receipt. Item(s) past 30 days from delivery to the buyer will not be eligible. Item(s) must be clean, undamaged, and with its original packaging with the prior authorization code, provided by our support team upon contact, visible on the return packaging. Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Partial, or no, refund may be provided. Refunds will not include shipping & handling fees.

To initiate a return or exchange, please contact us, in writing at support@ostomybagholder.com, to receive an authorization code to include with the return shipment. Return packages may not be accepted without the prior authorization code. Buyer is responsible for paying shipping costs for returning any item(s). Shipping costs are non-refundable. Buyers should consider using a trackable shipping service or purchasing shipping insurance to ensure the return packages are received. We are not responsible for any lost, or delayed, shipments or any incurred customs fees for international shipments. Once the returned item is received and inspected, an email will be sent to notify the buyer of the approval, partial approval, or rejection of the refund. If approved, the refund will be processed, and a credit will be processed to the original method of payment, within 3-7 business days, depending on the buyer's financial institutions processing times.

  • MODIFICATION POLICY: As ReadyMade items are pre-tailored, and are not customizable, modifications are not available. If needing a different size, color, or item, the return/refund process will be initiated for a refund and a new order will be placed for any replacement products needed.
  • CANCELLATION POLICY: Orders containing only items from the Ready Set Go Collection can be cancelled at any time, prior to dispatch. Orders that have been updated to 'Complete', 'Pre-Shipment/Awaiting Pick-Up', or 'Shipped' can not be cancelled and can initiate the return policy upon receipt (as reviewed above). All cancellation requests must be made in writing, to support@ostomybagholder.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.

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