All Premium Custom Collection products are hand made; custom tailored in the United States of America and can be shipped worldwide!
What does that mean for you? That means that Premium Custom Collection products are constructed to fit you and your ostomy appliance for the best support, fit, and comfort possible. By making everything customized, & 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 preferred specifications for the best fit & function available.
Why is this important? Just like when you are deciding to purchase a nice suit or a great pair of jeans, if you could have it specially fit to your body without the added price of a custom tailor, then why not?! Looking for some support but not interested in the customization? Review our Ready Set Go Collection!
Because the products are custom made per your order specifications, PouchWear tailors request a manufacturing timeframe for your order, prior to shipping. Current tailoring timeframes can be reviewed for every product in the product page & begin one full business day from the invoice date, to allow for payment processing.
Shipping timeframes are separate and are determined by the shipping method chosen during checkout. These timeframes may vary depending on demand and may ship sooner or later than expected.
*All invoice items will ship together.*
Tailoring business days are Monday through Friday, 9:00AM to 5:00PM excluding US holidays.
Order status updates are automated and will be sent via email to the email noted on the invoice. Orders will be remain marked as "Awaiting Fulfillment" throughout processing and will include having templates & materials cut & prepared while awaiting manufacturing. "Awaiting Shipment" will be marked for orders that have entered manufacturing &/or quality control. Orders updated to "Shipped" have been shipped or are awaiting pick-up for shipping. Please allow 24-48 hours for shipping & tracking information to be updated.
Any order that needs to be cancelled or modified must be done within the first 3 business days from the invoice date. Rush orders may not be cancelled as processing begins immediately.
Rush manufacturing is available to reduce the manufacturing timeframes.
3-5 Business Day Rush
1-3 Business Day Rush
Please check the individual products for the latest rush manufacturing time frames. Note: All invoice items must have 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 timeframe 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.
Shipping timeframes are chosen when selecting the type of shipping you would like during checkout. Shipping timeframes are separate from manufacturing time frames. Shipping rates are determined by the shipping carriers by the items purchased, their weight, and the shipping destination. These timeframes will represent the time it will take for your order to arrive to you after having been shipped from our manufacturing facility. Once your order is shipped, you will be emailed a tracking number so that you are able to track your order.
International orders may experience additional fees through your country's postal agencies. These fees are determined by your country's postal agency. Your package will also contain a statement noting that your items are MEDICAL DEVICES to aide in minimizing possible fees.
Returns & Modifications
Because products in the Premium Custom Collection are custom made per your order specifications, and due to the intimate nature of our therapeutic products, we regret that we cannot accept the return of goods.
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 to the purchaser's account to be used toward another product of their choice. If said item is no longer available, a credit will be granted depending on the value of the latter. Credit can be applied toward the purchase of another product of their choice.
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. The product should be shipped in the original packaging in good condition no later than 5 days after the date delivered. Packages returned to the facility without prior authorization or notice are subject to refusal of receipt or additional shipping fees.
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 products are not soiled, either by 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 you PouchWear ostomy supports. We will work to make your supports functional for you. Our goal is to go above and beyond your expectations.