Frequently Asked Questions
Ordering
How do I order?
Two ways: set it up online, or call us. Once you're set up, reordering is easy — sign in to your account to reopen and resend that order. A person on our team reviews every order. Scanning the QR code on the box to reorder is coming at launch.
Do I have to set up a recurring order, or can I order just once?
Both. You can place a one-time order, or set up a recurring order so supplies arrive automatically. For recurring, you choose how often — every 15, 30, or 45 days.
How does recurring work?
You set up your standing order and choose a cadence (15, 30, or 45 days). Before each delivery, we check in so you can add or subtract — and to skip, pause, or stop, just call us or adjust it in your account. Any change you make updates your standing order going forward. If you don't respond, your standing order ships as you set it up — so supplies keep arriving on time.
When am I charged?
One-time orders are charged when you place them. Recurring orders are charged at each delivery, on your chosen cadence. You'll always see what's coming and what it costs before it ships.
Shipping & Delivery
How fast will it arrive?
Next-day delivery is available on our own truck for qualifying orders in Los Angeles, Ventura, and Orange counties, placed by 2 PM PT. Eligibility is shown at checkout. All other orders ship by carrier, with delivery times that vary by destination.
Do you charge for shipping?
An order with a full case ships free. A smaller (sub-case) order has a flat shipping charge, shown at checkout before you pay.
Where do you deliver?
We deliver across the western U.S. — next-day on our own truck in the Los Angeles, Ventura, and Orange county corridor, and by carrier across the rest of our area. Coverage is by ZIP, not by state, so the surest answer is to enter your ZIP on our home page. If we're not there yet, you can join the waitlist and we'll tell you when we reach you.
How do I track my order?
Sign in to your account to see each standing order and its next delivery date, or call us at (818) 538-2339 and a real person will tell you where things stand.
Returns
What's your return policy?
Returns are accepted within 30 days of receipt on unopened product. If a mistake is ours, we cover return shipping; if it's a change of mind, return shipping is on you. Refunds go to your original payment method within 30 days.
Products
What do you carry?
Adult briefs, protective underwear, underpads, gloves, wipes, and skin care essentials — with more to come.
How do I know what size to order?
Each product has a size guide with waist measurements. If you're unsure, call and a real person will help you find the right fit.
Can I buy a single item, or only by the case?
Depends on the item. Some are sold by the case; gloves, wipes, and skin care can be bought individually or by the case.
Billing & Payment
Who pays?
Up to three people can share the cost. Each person adds their own card and pays their own share. If one card fails, the primary covers it so supplies keep coming.
What happens if a card fails?
The order holds and someone from our team calls you. Nothing ships and nothing is charged until it's sorted.
Can I change or cancel a recurring order?
Yes, anytime. Before each delivery we check in so you can adjust what's coming — and to skip, pause, change, or stop your standing order, just call us and a real person takes care of it.
Getting Help
How do I reach a real person?
Call us at (818) 538-2339 — a real person answers.