SHIPPING & RETURNS
Shipping and Handling
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.
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.
Returns & Exchanges Policy
To help ensure you order the correct size and can use your Ostomysecrets® products as soon as they arrive, we recommend that you review our sizing charts and measuring guides before placing an order. If you have questions about sizing or returns, please contact the Ostomysecrets® team at 1-877-613-6246 before placing your order or starting a return.
If you are not satisfied with an item, eligible products may be returned or exchanged if they are returned to us within thirty (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. For hygiene and health reasons, Convatec reserves the right to refuse any return or exchange that does not meet these requirements.
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. Items that have been worn, washed, altered, damaged, or returned without required tags or packaging may not be eligible for return or exchange.
To start a return or exchange, please contact an Ostomysecrets® sales consultant at 1-877-613-6246 if you have questions, complete the applicable return form (below), and include the completed form with the product you are returning or exchanging. Returns and exchanges should be shipped to: Ostomysecrets Processing, 1100 Route 130 South, Robbinsville, NJ 08691, or such other return address as Convatec may provide at the time of return.
Refunds for eligible returned purchases will be credited to the original payment method, usually within ten (10) business days after we receive and process the return. Return shipments are at your expense unless otherwise required by applicable law or expressly stated by Convatec. Convatec is not responsible for returns lost in transit, and we strongly recommend that you track and insure your return shipment. C.O.D. deliveries will not be accepted.
Download Returns Form (downloads Returns Form PDF)