Free Standard Shipping in the Continental US

Frequently Asked Questions - Secure Personal Care Products

 

Do you have questions about incontinence care products? We have answers!

 

We're here to help. Our customers are our number one priority, so we've put together an informational page that answers a lot of our commonly-asked questions.

 

Find answers relating to:

 

PRODUCT-RELATED QUESTIONS

What type of packaging are products received in?

All of our products are packaged and shipped in factory-sealed packages. We also offer discreet packaging - when checking out, simply ask for "discreet shipping" and we'll ship your box out in completely discreet shipping! While most of our products come in plain brown boxes with little or no descriptive markings, a few of our underpads and pads/liners do have more descriptive markings on the outside. It is always best to ask for fully discreet shipping if you require it . Our shipping label simply states our warehouse address and the abbreviation of our company name: "SPCP, LLC."

I'm not sure which product is right for me. Do you provide product recommendations?

Of course! We have created a handy Find A Product tool just for you!

What is Secure Personal Care Products' sample packs policy?

We are also happy to provide Sample Packs for purchase for customers who want to try our products before committing to buy a full case. Each incontinence care product page contains a link to try a sample pack and we encourage each customer to try a sample pack of a new product before making larger purchases. Sorry, we cannot and do not offer free samples.

How about returns? Can I return un-used products?

Due to the hygienic nature of our product, unfortunately, most returns are not possible. However, you may buy as many sample packs as you need to be assured you have made the right buying decision for your own personal needs. If you need to arrange a return of a product, please contact us to discuss how we can help. Returns are subject to a 15% restocking fee, and you will be responsible for the shipping charges from your location to our warehouse in Northern California. Your refund will either be credited back to your credit card or will be refunded via PayPal.

SHIPPING-RELATED QUESTIONS

 

** When can I expect to receive my delivery? Can I track my order?

If you place your order by 2PM PST Monday through Friday, your order should ship that same day. If not, it will go out the next business day.

If you select our Free Standard Shipping(to the Continental US - no PO Boxes), we will use FedEx to ship all of our Bags and Cases, and the US Postal Service Priority Mail / First Class Mail to ship our Sample Packs. At this time, only FedEx allows for tracking on orders. You will receive an email from us saying your order has been processed then one from FedEx after your product has shipped from our warehouse near the end of the day PT. If it has been more than 2 business days since your order was placed and you have not received your tracking email, please contact us.

Generally speaking USPS transit times are 2-4 days to locations West of the Rockies and 5-7 business days East of the Rockies. You can receive an estimated ground time in transit and shipping schedules by visiting FedEx HERE. Our warehouse origin is 94063. Expedited shipping is available for an additional cost during the checkout process as well.

** Do you offer discreet packaging?

We do offer discreet packaging - when checking out, simply ask for "discreet shipping" and we'll ship your box out in completely discreet shipping! While most of our products come in plain brown boxes with little or no descriptive markings, a few of our underpads and pads/liners do have more descriptive markings on the outside. It is always best to ask for fully discreet shipping if you require it . Our shipping label simply states our warehouse address and the abbreviation of our company name: "SPCP, LLC."

** Do you ship to P.O. Boxes?

Yes, we sure do! Please be sure to choose either Priority Mail or Express Mail from the US Postal Service shipping options when checking out. There will be an additional fee.

** How are samples, bags, and cases shipped?

Samples are shipped through US Mail, while Bags and Cases are shipped via FedEx. We do offer expedited shipping options during the checkout process.

** Do you ship to Alaska and Hawaii?

We are able to ship to Alaska and Hawaii via USPS for an additional fee. Please be sure to choose the US Postal Service when checking out.

** I would like the package Held for Pickup. Do you offer this service?

We now offer the option to have your package delivered to your closest FedEx location. Simply enter your address during Checkout and our system will automatically detect the three closest locations! The order must be picked up within give business days or else it will be returned to us at the customer's expense

 

** How do I customize my delivery?

We highly recommend that our customers sign up with FedEx Delivery Manger HERE where you can customize your delivery options! With FedEx Delivery Manager, you can:

  • Proactive delivery status updates via text, email or phone
  • Schedule your delivery for a specific date, time or date and time
  • Deliver to another address
  • Hold at FedEx Location (if not chosen during checkout already!)
  • Sign for a package to authorize FedEx to leave the package
  • Provide delivery instructions, such as "leave at the front door" (if not specified during checkout already!)
  • Request vacation hold to suspend deliveries

BILLING-RELATED QUESTIONS

What forms of payment are available?

Currently we accept credit cards via our 128-bit secure online shopping cart system. Please review our Privacy Policy for more information about your security while shopping with us. Contact us for other payment options.

Can you bill my insurance company, Medicare and/or Medicaid directly?

For the time being, we cannot bill them directly. However, each package is shipped with a detailed invoice which you may be able to use for reimbursement from your insurance company or Medicare. Check with them for the most detailed information regarding this type of compensation/reimbursement, as it varies from state to state.

Can I pay by check or money order?

Yes, we do accept money orders as a form of payment. While placing your order, we ask for method of payment; select money order and go through the checkout process. The order will be pending until your check or money order is received in our warehouse.


ORDERING HELP

Is it safe to order online? How do you protect my personal information?

Your security is VERY IMPORTANT to us - we wouldn't have named our company "SECURE Personal Care Products" if we didn't think so! Each transaction is protected by our state-of-the-art online shopping cart system, and each order is encrypted with 128-bit SSL technology - the fastest and best security available on the internet today. When you make a purchase with us, you'll see the HTTPS: in your browser address bar, a GoDaddy SSL Seal at the bottom of each page, and various security features throughout the shopping process to ensure that your order, and your personal information, are very safe with us. Your personal information (name, address, phone number, email address) will never be rented, sold, given out to third parties, distributed or otherwise. For more information on how we at Secure Personal Care Products may choose to utilize your personal information for our own marketing and customer retention efforts, please review our Privacy Policy

Is there a minimum product order?

No. We offer three types of orders: sample packs (2-5 pieces of each product), bags, half cases (in a few instances) and full cases.

I'm still having trouble with the secure checkout, or I'm not comfortable ordering online. Are there other ways to process my order?

Yes. Please call us at 1-866-440-0049 to place a phone order. Please contact us regarding sales-related inquiries and other important product-related questions. For Customer Service-related inquiries, please use our Feedback Form.

My personal information, who will see it?

Very few people will ever see any of your personal information, and, at most, that will be limited to your name and address, which we must use to ship you your ordered product! Your privacy and personal information are very important to us. Please review our Privacy Policy which states how we will handle all sensitive data.


How do I know my order went through? How do I know it was shipped?

After your order is successfully processed, you will receive an email confirming your order and shipment. After we process your order, you will receive another email stating that your product has been shipped. If you are shipping with UPS (bags and cases, by default), then you will receive a shipping confirmation email with a tracking number from UPS approximately 6-8 hours after we process your order. Please Contact Us with any questions.

How do I change or cancel an order?

Please Contact Secure Personal Care Products for information on canceling your order.

ABOUT SECURE PERSONAL CARE PRODUCTS

How do I change or cancel an order?

Please Contact Secure Personal Care Products for information on canceling your order.

How can I contact you directly?

Our customer service Feedback Form can be found here.

How can I contact you directly?

Our customer service Feedback Form can be found here.

Useful Contact Notes:

If you're interested in sending us snail-mail(United States Postal Mail), please address your letter to:

Secure Personal Care Products
2692 Middlefield Road, Suite A
Redwood City, CA 94063

Please note that this is not our warehouse address - for product returns and in-person pick-ups, please contact us.

Our email address is [email protected]

You can always call us toll-free at 1-866-440-0049

Call us Toll-free: 1-866-440-0049
© 2005-2017 Secure Personal Care Products, LLC. All Rights Reserved

An Adult Diapers and Incontinence Care Products Company

eCommerce Services and Magento Extensions by Activo