Frequently Asked Questions

You can always adjust the amount of supplies you receive each month. Use our online portal to easily request fewer items. If you need more supplies, call us, and a continence care specialist will check your coverage level for additional items.

Incontinence products can be provided for any beneficiaries who have Medicaid as their primary or secondary provider.

The number of briefs, pull-ups, and other supplies you receive will depend on what is allowed by your particular state’s Medicaid plan as well as your prescription. Your specialist will let you know exactly the quantity you are eligible to receive

What supplies you receive will depend on your specific insurance policy and state. All states have different guidelines for coverage, and each Medicaid plan can differ. Some states have over twenty Medicaid Care Organizations (MCOs) that deliver Medicaid health benefits, and coverage can differ between each MCO plan. For instance, one plan can cover wipes, and one may not, even though they are both in the same state.

You should have received an email outlining why you or your child was not approved for supplies. The reason could be one of the following:

• Aeroflow Urology is not in-network with your Medicaid plan, or our contract may not allow us to provide the supplies you are requesting.
• You may not meet your insurance provider’s age requirement.
• Incontinence supplies are not a covered item under your Medicaid plan.
• You or your child’s disability may not be a qualifying condition under your plan.
• You or your child’s medical condition may not be a qualifying condition under your plan.

One of our dedicated Continence Care specialists will contact you via phone or email within 1-2 business days of submitting your information. If it has been longer than this time frame, please give us a call at 844-276-5588, and we would be happy to check into your account and provide an update. Our office is open Monday-Friday, 8 AM - 5 PM ET.

Be sure to check your spam, junk, or promotions folder for an email from Aeroflow Urology. If you cannot find anything, please give us a call at 844-276-5588.

Medicaid requires a prescription to cover continence care products. If you do not have a prescription for you or your child, your Continence Care Specialist will reach out to your doctor directly for the paperwork.

Please email your Continence Care Specialist or give us a call at 844-276-5588 so that we can update your address for shipment.

Shipping is free on all orders.

You should receive your order within 2-5 days of your shipping date. You will receive an email and a text with your tracking information. Note that your order may come in multiple boxes that can be delivered on separate days.

If you are unsatisfied with an incontinence product, we have many different brand, fit, and absorbency options. Call or email us, and a Continence Care Specialist will walk you through the options available with your insurance plan.

If you receive your product and find that it is not absorbent enough, contact one of our Continence Care Specialists and we will walk you through some different options available under your insurance plan. We can also send you samples of different brands or absorbencies to try.

Your insurance has specific rules as to when you are eligible for an order. But it is typically about every 30 days, based on your usage of the items. We will email, text, and call you up to 2 weeks before you are eligible for an order to ensure timely delivery of your necessary supplies. 

If you are missing items from your order or it is damaged, simply call, chat, or email us within 10 days of receiving your order. Our Continence Care Specialists will take care of getting replacement items out to you right away. 

We have a variety of sizes for children and adults and will work with you to find the right size for your child as they grow. Simply call, chat, or email us and a Continence Care Specialist will help you in finding the correct size. 

A person’s level of incontinence is based on their bladder and bowel control and ability to access a restroom.

• Light – individual has dribbling and an occasional release of urine
• Moderate – individual has large releases of urine but not a full bladder
• Heavy – individual has a full release of the bladder during the day
• Overnight – individual has released urine while sleeping
• Fecal – loss of bowel control

Our adult briefs, pull-ups, and bladder control pads have been designed for discreet wear. The level of visibility, however, will depend upon your level of incontinence. Individuals with light incontinence will have an easier time concealing their supplies than an individual with a heavy level of incontinence. For more information, see our article on The Ultimate Outfits for Hiding Diapers and Catheters .

Adult briefs are different from pull-ons in that they have tab closures that allow for changing without the need to completely undress. Briefs can be more absorbent than a pull-on and are preferred. Pull-ons differ from adult briefs in that they do not have tab closures that allow for changes without the need to completely undress; instead, they are pulled onto your body like real underwear. Pull-ons are less absorbent than briefs and are preferred for individuals who have more ambulatory function or mobility. If an individual is completely incontinent, briefs are the recommended choice. If a user is able to get around easier on their own and has lower levels of incontinence requiring lower absorbency, a pull-on could be the best choice. For information on our adult products, see our helpful Product Guide.

The largest size we carry for a pull-on is a 2XL, and will fit up to an 80" waist, which is larger than a typical 2XL in pants. We also have briefs available in a 3XL that fit up to a 100" waist.

While we don’t currently supply these brands aside from Depend Male Incontinence Shields and Depend Male Guards, our products measure up to the style, feel, and incontinence technology of other medical-grade brands.

We currently carry Tena, Attends, Prevail, First Quality, Cardinal Health, Cuties, Sleepovers, Comfees, McKesson, Medline, ProCare, and Tranquility in incontinence supplies.

We carry all the major brand names, including Coloplast, Bard, Teleflex, Hollister, Rochester Medical, Cure, and more.

There are a wide variety of catheter lengths to fit the needs of each patient. The sizes range from pediatric to adult, and intermittent catheters come in varying lengths to accommodate different urethral lengths between sexes. Pediatric catheters are typically around 10 inches in length, female catheters are usually between 6 to 8 inches, and male/unisex catheters are up to 16 inches in length.

Straight tip catheters can be made from a variety of materials. Some straight tip catheters are latex-free and made from vinyl or PVC material. Since these types of straight tip catheters are made from a harder material, they are more sturdy and stiff, making the insertion process easier for some users. Another type of straight tip catheter is the Red Rubber catheter. These catheters are more flexible and soft and are among the most prescribed types of straight tip catheters. Depending upon your urethral structure and allergies, one of these types of straight tip catheters may be better for you than the other.

The tip of the coudé tip catheter has a slight bend at the end while the straight tip catheter is just that, straight. The curved end of the coudé catheter can help the catheter better navigate the anatomy of the bladder and urethra.

Catheter users who suffer from enlarged prostates, blockages, or strictures can benefit from the curved tip of the coudé tip intermittent catheter. The slight bend at the end of coudé tip catheters allows an easier passage and navigation through these blocked or tight spaces.

An olive tip catheter is a type of coudé tip catheter. If you also have a narrow or tight urethra, the olive tip at the end of the catheter can help to guide around these obstructions smoothly. Olive tip catheters are especially helpful to those with false passages that a coudé tip could catch. The small ball at the end of an olive tip catheter helps women identify the external urethral orifice.

Yes, if used correctly, closed system intermittent catheters never have to come in contact with your hands or the bacteria that may be on them.

Yes. Because a hydrophilic catheter can be inserted with ease, the amount of friction and trauma to the urethra is reduced, resulting in fewer UTIs. Studies suggest that the use of hydrophilic catheters over non-hydrophilic catheters can reduce the risk of UTI’s by 64%.

Aeroflow Healthcare offers free catheter samples with your initial order to all qualifying patients with eligible Medicare, Medicaid, or private insurance. Free catheter samples require a doctor’s prescription, qualification, and enrollment. To enroll in our free sample program, start by calling Aeroflow directly at 844-276-5588, or you can check your eligibility by filing out the form below.