Help Desk
Welcome to Continent Ostomy Store's
online Help Desk! For answers to many common
questions about our site, click on any of the underlined
text below:
Logging into Our
Site
Why do
you want me to provide Continent Ostomy Store with an
login name and password?
The password is necessary to keep your
information
private
(order information, billing address, shipping address).
Together, your login name and password are your key
to access your account.
I forgot my password. Help!
No problem. We can email it to you. At the Sign In
screen, enter your login and then check "Please Email Me My Password".
I forgot my login name. Help!
No problem. At the Sign In screen, click on "Create New
Account" and enter your information again with a new login name and
password or simply go to "Check Out" and and click on "Place Order
Without Account".
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Shopping and Checkout
How do I make a purchase?
To purchase items from our site, you need to place them
in our electronic shopping cart. Simply click on the
“Add to Basket” button on the item’s product information
page. You can continue adding items to your cart until
you’re ready to make your purchase. You can view the
items you have placed in your shopping cart at any time
by clicking on the “View Cart” icon located at the top
of any page. When you are finished shopping, click on
the "Checkout" button.
What forms of payment do you
accept?
We accept Mastercard and VISA.
Please do not use corporate credit cards.
Is it safe to use my credit
card over the internet?
Absolutely! In fact, statistically it's safer to use
your credit card over the Internet than in a restaurant
or department store. Our servers use Secure Sockets
Layer (SSL), an encryption technology that works with
Netscape Navigator, Microsoft Internet Explorer, and
AOL's browser, so that only Continent Ostomy Store can
read a customer's personal information.
Why would my
card be declined if there are sufficient funds in my
account?
In order to protect our customers from fraudulent
transactions, the billing and shipping address is verified
through your credit card company. If the billing address on
your account differs from the billing address on your bank's
records, you could be declined. Please verify that My
Account information is correct, and then notify your credit
card company to ensure that they have your most up-to-date
information. Additionally, we do not have the capability to
validate funds on cards issued by foreign banks.
Can I order by phone, fax or email?
No. In effort to provide our customers with the most
secure transactions, we no longer accept phone, email, or
faxed orders.
Orders cannot be cancelled once the checkout process has
been completed. Due to our commitment to process orders
quickly, once the checkout process is completed our
warehouse is immediately notified to pack the order
for shipment. We regret any inconvenience that this may
cause you.
Will you collect sales tax
on my order?
We are required by law to collect state sales tax on all
orders shipped to Georgia.
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Shipping
How much will I pay in
shipping charges?
Order as much as you like and pay only $7.75 to ship
your entire order. Our special flat
rate shipping means whether you buy one item or dozens
of items, you still pay only $7.75 for
shipping within the 48 contiguous United States.
Next
business day delivery
service is available for
flat
rate of $33.95.
Orders shipped to Alaska and Hawaii are shipped by 2nd Business Day for a
flat rate of $33.95. Please note: Most orders ship within 1-2
business days.
These shipping rates do not necessarily
represent UPS or USPS published rates and may include handling charges
levied by Continent Ostomy Store.
Please note: The above rates do not apply to orders with
shipping weights over 4 pounds. If the combined weight
of your order exceeds 4 pounds, we will notify you by
email with the estimated shipping charges for your
authorization prior to shipping.
Do you ship to Alaska and Hawaii?
Yes! We are now offering 2-Day Business Day shipping to Alaska and Hawaii. You may select
this shipping option at Checkout.
Do you ship outside of the United States?
No, but we are always striving to provide the best
service possible to our customers. We are currently
working on finding ways to ship our products to reach
more locations.
How will you ship my order
and when will it arrive?
We ship most orders within 1-2 business days of
receiving them. Your order will be shipped Ground or USPS Priority Mail (5 to 7 business days after shipping) as determined
by Continent Ostomy Store
unless you specify an expedited shipping option at
Checkout. Currently, our other shipping options include
2-Day Business (to Alaska and Hawaii only), and Next
Day Business (48 contiguous United States only). We do not offer
delivery or shipping on Saturdays, Sundays or holidays.
Please note: if
your order includes several items, they may ship separately and at
different times.
Occasionally, some
items may be out of stock and will be on back-order status. We will
process the remaining ordered items and ship the partial order. When we receive
your item(s) in stock, we will ship it to you without any additional shipping charges.
Please note: Your order may be delayed if your shipping
address is different from your billing address. We use
this additional time to help ensure the security of your
credit information.
Shipping Table
Most items are available to ship in 1-2 business days.
|
Shipping Method |
 |
Cost
to ship |
|
Delivery Time |
|
|
|
|
|
|
|
Ground/USPS Priority Mail |
|
$7.75 flat rate |
|
5 to
7 business days following shipment |
|
|
|
|
|
Next
Day Business |
|
$33.95 flat rate |
|
1
business day following shipment |
|
|
|
|
|
Alaska/Hawaii 2-Day
Business |
|
$33.95 flat rate |
|
2
business days following shipment |
|
|
|
|
|
|
|
|
|
|
What
is your policy regarding lost or misdirected packages
(Risk of Loss)?
Risk of Loss
- All items purchased from continentostomystore.com are made
pursuant to a shipment contract. This means that the risk of
loss and title for such items pass to you upon our delivery
to the carrier.
Order Inquiries
I have questions about my
order. What should I do?
Find out the status of your order easily
online. Just go to
Contact Us
now! Or, send us an email at
ostomy@continentostomystore.com.
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Privacy and Security
Is my personal information
private and secure?
Absolutely. We want you to have a great time shopping
and find something you love for a great value. Nothing
more. Your information is safe with us.
Click here for our full privacy
and security policy.
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Return
Policy
Unused, unopened items may be returned for credit up to 10 days from the
original purchase date. All returns are subject to a 25% restocking fee.
All product returns must have a Return Authorization Number (RAN).
Packages without a RAN will be refused and returned to the sender at the
sender's expense. Please be
aware that if the reasons for the returned item(s) are not valid, you
will be charged for return shipment to the original shipping address at
UPS Ground rates.
You may want to insure your return, as we cannot be responsible
for lost or misdirected returns. All goods will be subject to inspection
upon receipt prior to credit consideration.
Due to health and safety concerns, sterile items may not be
returned if the seal or packaging is broken or punctured. Incontinence,
wound care, ostomy, hosiery, cushions and pillows and other products where the
intended use is to be in direct contact with the human body may not be
returned.
Products
must be returned in condition allowing resale. Partial cases or shipping
units with items missing will not be accepted. Special orders and custom
made products cannot be accepted for returns or credit refunds.
Most
product problems or defects can be resolved with the manufacturer’s
service center. Please refer to the service center contact information
enclosed with the purchase. Warranty information, where applicable, can
be found enclosed within the product packaging.
If
you have a product that needs to be returned, please follow these steps:
Directions
for Returns
-
Please email us at
ostomy@continentostomystore.com. Include your name, phone number, date of the order, and the item number that
you would like to return. Please include your reason for returning
the product.
-
Within two business days, we will email you Return Authorization
Number (RAN), the mailing address for the return, and instructions.
All returned items must be in their original purchase
condition including the original product packaging,
manufacturer's containers, documentation, warranty
cards, manuals and all accessories. All packages,
including the original manufacturer's containers, must
be unmarked and not defaced in any manner. Items
purchased as part of a set or multi-item pack may not be
returned individually. Returns that do not meet these
requirements will be sent back to you at your expense
and no refund will be issued.
-
Write your reason for returning the product and the RAN on the
sales receipt you received at the time you made your
online order.
-
The RAN must be written
underneath your return address at the top left of the
package being returned.
-
Mail back the return PROMPTLY. If the return is not received within 10 business days
of receiving the RAN then the RAN is void and will
not be honored. Shipping charges are not refundable.
Returns that do not include the RAN or are received at
the improper address will be returned to the sender at
the senders expense.
-
You may want to insure your return, as we cannot be responsible
for lost or misdirected returns. All goods will be subject to inspection
upon receipt prior to credit consideration.
-
After we
have received your return, inspected it, and approved it
for a refund, we will credit the approved refund amount
to the credit card used to purchase the returned item(s).
We do not accept COD returns of any kind.
Late
Returns
Items received after the 10-day return period will
be rejected, and your package will be returned to you. Should we receive the
same late return package a second time, we will keep the merchandise and no
credit will be issued.
Exchanges
We are unable to do exchanges. You can return an item you have purchased at Continent Ostomy
Store following the directions above, and place a new
order for the item you would like.
Defective Merchandise
Most
product problems or defects can be resolved with the manufacturer’s
service center. Please refer to the service center contact information
enclosed with the purchase. Warranty information, where applicable, can
be found enclosed within the product packaging.
Shipping Damage
All merchandise is carefully
inspected and packed before shipping. The carrier assumes responsibility
for it's safe delivery at the time of shipment. Claims for loss or
damage should be made with the carrier. Concealed loss or damage means
loss or damage that was caused in transit due to mishandling but is
undetected upon delivery because the carton appears intact. If this
should occur with your order, make a written request for inspection by
the carrier's agent immediately and then file a claim with the carrier.
The carrier will supply the form required to file a claim. Be sure to
save all shipping cartons and/or wrapping materials for carrier
inspection.
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Insurance Billing
Insurance billing
and collection costs are a significant cause of high prices for medical
and health care supplies in the
United States. We wish to offer all
of our customers the lowest possible price for our products, therefore
Continent Ostomy Store is not a Medicare Supplier nor are we a provider for any insurance plans.
Medicare Beneficiaries:
Notice to Medicare
Beneficiaries. Medicare will pay for medical equipment and supplies only
if a supplier has a Medicare supplier number. We do not have a Medicare
supplier number. Medicare may not pay for any medical equipment and
supplies we sell to you. You will be personally and fully
responsible for payment.
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Technical Problems
I can't get your site to work properly. Can you help?
In order to better serve you, we appreciate hearing about any problems you
experience while visiting our site. Please send an email describing the problem
to our Customer Service team at
ostomy@continentostomystore.com. Let us know
what web browser software you're using, and what you were trying to do when the
problem occurred. We'll have a tech expert on the case as soon as possible.
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