Ostomysecrets. FAQ


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Ordering Information

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

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: To ensure that you order the correct size and are able to enjoy your Ostomysecrets apparel as soon as it arrives, we always recommend that you follow our sizing charts and measuring guides before placing an order.   If you have any questions on sizing, please contact the Ostomysecrets team, one of our sales consultants would be more than happy to help you.  Contact us at 1-877-613-6246

Returns & Exchanges Policy:
At Ostomysecrets, we hope you love what you ordered.  But in case you don't, here is our returns and exchange policy.

All items must be returned to us within 30 days* of our shipping date in their original, new condition, with all tags attached, in their undamaged packaging, and packaged to protect their shape. By law, intimate garments containing a crotch cannot be returned once they have been worn or tried on next to skin. Please try these items on over your own underwear.  We reserve the right to refuse returns or items that may not meet hygiene and health regulations.

Q: What is the cost of shipping?
A: All orders are packaged and shipped within the business hours of Monday – Friday, 9.00 AM – 5.00 PM ET.  
Orders are shipped via the United States Postal Service or UPS (United Parcel Service). UPS shipments cannot go to PO Boxes.  Shipping is limited to the United States and Puerto Rico.  Shipping options and costs are below:
•    Standard Ground Shipping -  $6.00 flat rate
•    Expedited shipping is available on orders placed before 2.00 PM ET. Several options are available at checkout and range in price from $11.40 - $22.50.

You will receive an email confirmation when your order has been shipped.  If you have any questions on the status of your order, please call us at 1-877-613-6246 or email us at info@ostomysecrets.com

Product Care Information

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.

Product Sizing Information

Q: How do I measure to make sure I get the right size?
A: Visit our Fit Guide.

General Product Information

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 products specifically designed for children?
A: We currently do not have products that are made specifically made for children. However, our Classic Wrap, Swim Wrap, and several underwear styles come in small sizes starting at XXS and are a good choice for a child or a small teen (please refer to our Fit Guide for sizing).

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.

All About Wraps

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 view the video to learn about the features of our different wraps. Link to video