You may return most unused, unopened items for refund within 10 days of delivery. We'll also pay the return shipping cost if the return is a result of our error. Please note that we are unable to exchange items.  All returns are subject to a 25% restocking fee.

We cannot accept returns of certain items:

• 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.
• Any item that is not in its original condition, is damaged, is missing parts, or is defective. If the item is damaged or defective, please contact the manufacturer to see if they can send a replacement directly to you. Contact and warranty information, where applicable, can be found enclosed within the product packaging.

How do I return an item?

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 our flat shipping rate of $7.75. 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.

If you have a product that needs to be returned, please follow these steps:

• 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.

Can't Return It? Donate It!

If your items are not returnable, you may be able to donate them and help someone else. Please check with Friends of Ostomates Worldwide for information.

Problem with an Order?

Do you need to cancel or change an order? Orders cannot be cancelled or changed 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 pick and pack the order for shipment. We regret any inconvenience that this may cause you.

Did you receive the wrong item or an item you didn't order? Please contact us at ostomy@continentostomystore.com and request an RAN (Return Authorization Number). Indicate the number of items you're returning, as well as whether they arrived instead of or in addition to items that you did order. Also indicate whether you need a refund or a replacement sent to you.

Are you missing an item? Check the packing slip that was included with your shipment. In order to fill your order quickly and efficiently with items already in stock at different warehouses, we may have split your order into multiple shipments, which we would indicate on the packing slip as a back order (BO). If this is the case, rest assured that you will not be charged any additional shipping costs beyond those you had originally authorized.