Ordering

Yes! We sure do.

Our automated recurring orders will ensure that you can simply set (and forget!) about running out of incontinence products.

Simply navigate to the product (or products) that you wish to order, select the frequency of your deliveries and leave the rest to us.

If you ever become overstocked or running low, simply contact us and we are able to pause or amend your order accordingly.

You're welcome to place your order via this website online.
Alternatively, we are happy to process your order in any other way you wish to submit it to us.
Call us: 02 9531 2011
Email us: sales@incontineceproducts.com.au

Chat with us via our website live chat - the choice is yours!

Please reach out to our friendly team and they will be able to advise the status of your order.
Please see our Contact Us page for more information.

No, you don't need an account to order with us.

However, creating an account will allow you to view all of your order information at-a-glance.

We should be able to make changes to your order but this will depend on its status. Please get in touch with our team via our contact us form , email us at sales@incontinenceproducts.com.au or call us on 02 9531 2011.

We are proud to be a One-Stop Shop which also entails us offering a special product sourcing and procurement model that supports our Client's choice and control.

Please submit your Special Order request via email: sales@incontinenceproducts.com.au or via our Contact Us page by clicking here.

NDIS

We have proudly been a registered NDIS Provider since 2014.

We are proud to offer the easiest way to order online using your NDIS funding, simply:


- Add the desired IncontinenceProducts.com.au products to your Shopping Cart
- 'Check Out' as you would any other online purchase
- Upon payment, select 'NDIS Payment' as the ‘Payment Method’ and follow the 5 easy steps

We can process orders for all types of NDIS funding (Self, Plan or NDIA managed). For the details on how to place an NDIA order online please click here.

Alternatively, click here to watch a step by step video.

Once you have submitted your order with us, we require your NDIS information to proceed with processing.

- Advise whether you or the Participant are:
a) NDIA Managed (we bill the NDIA directly), or;
b) Self Managed (we provide an invoice to be paid)
c) Plan Managed - if Plan Managed, please provide Plan Manager's e-mail address / contact information

- Participant's First and Last Name

- Participant's NDIS Reference Number (9 digits and starts with 43)

- Participant's Date of Birth

- Statement from Participant or Guardian approving the Order (this statement is written approval to access Participant's NDIS funding)

To finalise your order, please provide the following NDIS information;

- Advise whether you or the Participant are:
a) NDIA Managed (we bill the NDIA directly), or;
b) Self Managed (we provide an invoice to be paid)
c) Plan Managed - if Plan Managed, please provide Plan Manager's e-mail address / contact information

- Participant's First and Last Name

- Participant's NDIS Reference Number (9 digits and starts with 43)

- Participant's Date of Birth

- Statement from Participant or Guardian approving the Order (this statement is written approval to access Participant's NDIS funding)

You're welcome to place an order via our Online store. At checkout ensure to select NDIS payment.

Once you have provided your NDIS information to us, we will be able to finalise your invoice and submit it to your Plan Manager for payment.

We do require payment from your Plan Manager before we are able to release your order.
We recommend reaching out to your Plan Manager to confirm their payment cycle.

Once your Plan Manager has captured payment it can take a few days before we receive it and are able to process your order.

You are welcome to check on the status of your order with a friendly team at any time.
Please see our Contact us page for all contact options.

If your funding is Self Managed you can choose what you'd like to do.

a) Some Self Managed clients choose to select NDIS payment at checkout and they will provide their NDIS information to us (in which they advise they are Self Managed). At this point our team will email you a copy of the invoice. You are then able to submit this invoice to the NDIA and request payment.
Typically, payment will clear in your own account within a few days. Now it is your choice how you would like to submit those funds to us!
You're welcome to finalise this via Card over the phone or Bank Deposit (Direct Bank Deposit information can be found on the bottom of your invoice).

b) Some our clients choose to pay up front (out of pocket via Card or PayPal etc.) then they will request a copy of the invoice. These clients then submit a copy of this paid invoice to the NDIA via their Online Portal.
Typically, payment will clear in your own account within a few days.

You are welcome to check on the status of your order with a friendly team at any time.
Please see our Contact us page for all contact options.

Clients with NDIA managed funding should select NDIS payment at checkout. If you have not submitted your NDIS information with your order, you're able to;

- email us (sales@incontinenceproducts.com.au)
- call us (02 9531 2011)
- text us (0428 863 216)
- live chat with us or
- submit it via our Contact Us page
whichever is easiest for you!

Once we have received your NDIS information we will request payment for your order via our NDIA Provider Portal. If submission is successful, we will begin processing your order right away!

If we have accounted an issue when processing payment we will reach out to notify you immediately.

Shipping

If you require your order urgently or by a certain day, please contact us immediately after placing your order.

This will assist in our ability to process your order in a timely fashion.

Some reusables items are made to order so please allow up to 10 days for the manufacture and dispatch of any reusable items.

If you require your order urgently please reach out to our team so wemay assist.

Please note payment must be received before we are able to dispatch your order. If a third payment (such as a Plan Manager of Home Care Package Provider) manages your funding please reach out to them to confirm the processing of funds. It is helpful to remeber that once your funding management team has processed payment sometimes it can take a few days before we actually receive it.

You are welcome to check on the status of your order with a friendly team at any time.
Please see our Contact us page for all contact options.

It depends on where you are, what you have ordered and when or how your order is paid. All orders are shipped from Sydney, NSW.

The majority of our products are are in-stock and will be dispatched same-day or next-day (assuming your order has been paid in-full).

Some washable and reusable products are made-to-order or custom made to order. This means that production time for your products may be up to 10 working days.

Dispatch confirmation and tracking information will be provided via e-mail upon dispatch.

Yes, we can deliver to a PO Box. Depending on the size of your order/quantity of parcels, a calling card may be left. 

We are only able to ship Night N Day Comfort washable and reusable products overseas.

International Shipping costs apply and will be calculated at checkout.

We are unable to ship any other products or brands internationally. We apologise for any inconvenience caused.

We use Australia Post Signatue on Delivery. The nominated receiver is able to provide authority to leave a delivery in a safe place.

We have access to major carriers, and local courier partners and are able to provide further information and quotes upon request.

We understand this can be confusing and concerning.

Please note in the majority of cases your order has simply been dispatched across multiple parcels. This is due to a combination of size and weight restrictions when posting items. Unfortunately, even though we endeavor to dispatch your order all at once, sometimes when an order is in transit the parcels will be separated and sometimes delivered separately as a result.

This should be reflected in your tracking. If you're not sure, you're welcome to contact our team for further assistance.

Sometimes larger orders will be dispatched across multiple parcels. This is
due to a combination of size and weight restrictions when posting items.

Unfortunately, even though we endeavor to dispatch
your order all at once, sometimes when an order is in transit the parcels will
be separated and sometimes delivered separately as a result. Your tracking
should show you a drop down in which you are able to track the status of each
parcel using the one tracking number.

Unfortunately, once a parcel has left our premise it is in the hands of the Courier Service to complete delivery.
If your parcel was due for delivery and the due date has now passed, please reach out to our team via our Contact Us page and we can follow up with the Courier Company.

IncontinenceProducts.com.au is in no way responsible for any delays in shipping, damages in transit, packages not received, arrival of your order at the wrong location due to incorrect delivery address or international customs issues.

Products

We are able custom made-to-measure or customise any Night N Day Comfort washable and reusable incontinence products.

You will be required to complete and submit a Measurement Sheet and Order Form with your custom made order.

Custom Made products incur a premium.

Some custom made products are subject to minimum order quantities (MOQs).

We offer free disposable samples for most products within our range.

Please complete our Sample Request Form to receive your free disposable samples.

You're welcome to contact our team via email, text message, phone call or live chat for assistance.

We know sometimes finding the right product (and the right company to supply it) can be challenging. That's why we are excited to offer a sourcing and procurement service!

Please submit your Special Order request via email: sales@incontinenceproducts.com.au or via our Contact Us page by clicking here.

Custom Made

The complete Night N Day Comfort range is available for Custom Made orders.

Please let us know your measurements and requirements and we can manufacture the perfect solution for you.

Please call us or submit a query via our Contact Us page to order a Custom Made product.

Our contact number is: 02 9531 2011

Yes, the minimum order for Custom Made products is usually 3. This may depend on the product being ordered.
For complete details on Custom Made orders, please to reach out to our team by making an enquiry here.

Every product from the Night N Day Comfort range is available to be made as a Custom product.

There are measurement sheets for each specific product.

Please see below some of our most asked for measurement sheets;

- Custom Made Incontinence Pant
- Custom Made Pyjama / Onesie
- Custom Made Incontinence Swimwear

If you can't see the measurement sheet you require please reach out to our team for assistance.

The premium price associated with your custom made product is directly correlated with the time taken to hand make your custom made order specially for you.
Using your unique measurements, our pattern maker must hand make a one-off physical pattern specifically to your measurements.
Your ‘block’ pattern is then passed on to our fabric cutter who lays the multiple layers of different materials that make up your final incontinence product.
These multiple layers of cut pieces are then passed on to our sewing specialists who sew your final product together.
 Depending on the complexity of your product, it may require more than one sewing specialist to finalise your custom made product.
Your finished custom made product is then passed back to our pattern maker for quality assurance and to confirm the final fit of your products.
We are the only company in the world who offers Custom Made incontinence solutions and take pride in providing quality solutions. Our pricing is considered and ensures that we’re able to continue to provide this important service to all of our clients around the world.
We have a minimum order quantity for most custom made incontinence products as most Clients require 1x product on the body, 1x product on standby (ready to be used) and 1x product in the wash
We do not have a minimum order quantity for incontinence swimwear as, normally, most Clients only partake in swimming, hydrotherapy or water activities only once per week.
If you further questions regarding our Custom Made offering, please don't hesitate to reach out to us.

Returns

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.


Please note this information only pertains to standard / stock items. Please see below for details regarding Custom Made or Special Request Orders.

We always aim to make sure our customers love our products but if you do need to return a product we’re happy to help.

Please contact us in writing (such as via email) and we’ll take you through the process.

We are unable to accept for returned opened packets. Opened cartons are acceptable assuming the packets inside have not been opened.

Unfortunately not. Due to the nature of custom made-to-measure products we are unable to accept returns.

Unfortunately not. As we have sourced the products specially for you, we are unable to accept returns.
Read more about our Special Order Procurement Service here.

Please let us know via our Contact Us page.
If we don't have it on the shelf, we are happy to quote and source a product for you!

Please note Special Order/Sourced products are subject to terms and conditions.

Each product should have a button that says 'Size Chart'. Referencing the respective size chat for each product will assist you in choosing the best fitting size.

If you're still unsure, please reach out to our team for assistance.

Contact Us

Contact Us Form
Phone: (02) 9531 2011

Live Chat With Us

Using Our Live Chat Option At The Bottom Right-Hand Corner Of Your Screen!