At Aeroflow Urology, we want to make sure you always receive the right incontinence supplies. That’s why we work to make the return and exchange process as easy as possible.
Learn about our policy below.
Note: Due to the medical nature of our products, Aeroflow Urology does not accept returns on any opened or used products. A product is considered open if the seal or product packaging has been broken or opened. You may return products if the packaging outside of your product has been opened, but not the actual products themselves.
How to Return Your Order
If you aren’t 100% satisfied with your supplies for any reason, we’re here to make it right. Learn how you can exchange or swap your order to get exactly what you need.
Step 1: Call Us or Log In to Your Account
To start the return process, you’ll need a return authorization number. A return authorization number indicates that your return is associated with you.
To receive your return authorization number, call us at 1-844-276-5588, Monday – Friday, 8 AM to 6 PM EST.
You can also log in to your account through our online portal.
Step 2: Write Down Your Return Number
When you contact us, we’ll provide you with a return authorization number and the next steps via text or email within 24 hours of your request.
Once you receive your return authorization number, please write it on the box (or boxes) you are returning. Be sure to cross out all old shipping labels to ensure correct handling when the items are picked up.
Step 3: Return Your Products
After you’ve written down the return authorization number on your box or boxes and crossed out previous shipping labels, leave the products outside your door. If you live in an apartment complex, please leave your boxes with your apartment office.
FedEx will pick up the item(s) within 1 to 3 business days. They will arrive with a return label. The only thing you need to do is ensure that previous shipping labels are crossed out or removed, and that the return authorization number is clearly visible on the box(es).
Frequently Asked Questions
Do I have to pay to return my products?
No, you don’t have to pay to return your products. You can return your supplies to Aeroflow Urology for any reason within 30 days of receiving your order.
I received the wrong products. Can I exchange them?
Yes, if you received the wrong incontinence supplies, you can return and exchange them if the products themselves haven’t been opened. If you received a supply of diapers, for example, you can return them if you’ve only opened the shipping box they arrived in, not the products themselves.
My products don’t fit me. Can I exchange them?
Yes, if your products aren’t the right fit or you need a different size, you can return and exchange them as long as the products haven’t been opened.
I just returned my supplies. When will I receive my new products?
We ship out your replacement supplies before we receive your return supplies. That way, you don’t experience any delays. To check on tracking information, check your email (including your spam folder) or call a Continence Care Specialist at 1-844-276-5588 (Monday-Friday, 8 AM-6 PM EST).
Which shipping company handles returns to Aeroflow Urology?
FedEx handles all shipping and returns to Aeroflow Urology. You can track the status of your order using the tracking number you received.
Do Aeroflow Urology products have a warranty?
Aeroflow Urology does not offer a warranty on any incontinence products you ordered. For all warranty information, please refer to the manufacturer’s guidelines.
