FAQS - Frequently Asked Questions

Q: Does insurance cover these products?
A: Medicare & other insurance companies don't cover these products.

Q: Can you send a brochure?
A: The brochure is on the website as a PDF download.

Q: What are your hours of operation so that I may speak to someone over the phone regarding your products?
A: Customer Service Representatives are available five days a week. Please call 1-877-613-6246 between the hours of 9:00 a.m. and 6:00 p.m. (EST).

Q: What is your return/exchange policy?
A: At Ostomy Secrets, we want you to enjoy your shopping experience with us and are excited you have come to our site! However, given the nature of undergarments and sanitary issues, we are unable to accept returns. We highly advise following the sizing charts and measuring before placing your order. We want you to make sure you order the correct size and therefore can enjoy your Ostomy Secrets as soon as they arrive! If you need assistance or have questions about sizing, call us at 1-877-613-6246.

Q: What are shipping costs?
A: All items are shipped via the United States Postal Service. Shipping options and costs are below:

• US Orders: 2-3 day priority: $6 flat rate
• International Orders: 10-14 business days: $14 flat rate
• Overnight US Orders placed M-F before 2 p.m. EST: $25 flat rate

Please note: You will get an e-mail confirmation that your order has been shipped and from there you should expect it within the allotted days, depending on where you are ordering from.

If you do not receive your order within that time, please e-mail us at info@ostomysecrets.com so we can track it. International shipping does not allow for us to use the same tracking system as domestic.

Q: Do your products have special washing instructions?
A: All of our products are machine washable on a gentle cycle. Per the fabric manufacturer, it is recommended to use a powdered detergent. The washing suggestions below are based on the different fabrics.

Q: How do I measure to make sure I get the right size?
A: For men's products, the Swim Wrap, and the Classic Wrap, measure the true waist. For women's products, including the Vixen Wrap, measure the fullest part of the hips.

Q: Do your products help with sound of the plastic ostomy bag?
A: Because the pouch is securely in an inner pocket, it is not moving around and thus, plastic noise is lessened. Also, because the pouch is now covered by fabric on each side when it is placed in the inner pocket, there is no rubbing against the skin.

Q: Do you still have to wear an ostomy belt with your products?
A: This is personal preference. Some customers have found they don't need a belt anymore with our products while others have found that a belt gives them extra support in addition to the pocket.

Q: Does the waistband of your products constrict flow of the stoma?
A: We have not made our fabric or waistband so tight that it constricts the stoma as it is important for output to be able to flow.

Q: Do you have kids' products?
A: We currently do not have products that are made specifically for children. Our Swim Wrap, however, comes in small sizes and is a good choice for a child or a small teen (please see sizing chart).

Q: Is the material of your products tight like Spandex?
A: It is not.

Q: Do you have an exercise belt?
A: We do not have a product that is labeled as such, but our Classic Wrap is used by many for exercise. Many people love it because it gently, yet securely, keeps your bag in place so that you can go about your activity. If you enjoy rigorous exercise such as running, jogging, biking, etc., simply use the Classic Wrap in one size smaller than you would normally wear.

Q: How can waste exit the stoma if the wrap is compressing the pouch against the body?
A: The material is a micropoly/elastane blend which has enough stretch to move with you as your pouch fills. It is not so tight that it constricts your stoma.

Q: Are your products breathable in the summertime?
A: All of our products are breathable. The micro/poly products are treated with a "wicking" finish so that moisture is pulled away from your body. The cotton products naturally breathe.

Q: Why would someone choose a wrap over the underwear?
A: Reasons for choosing the wrap over the underwear are as follows:

• Customers can wear their own underwear with a wrap
• For someone with a higher stoma
• For stomas with heavy output that need a firmer, more supportive pocket

Q: What are the features of the different wraps?
A: Please see below for information on our different wraps. We also have product videos here: www.ostomysecrets.com/videos.php