Frequently Asked Questions

If you still have questions, please contact us for a prompt response.

We're available 9am to 4pm weekdays on 0800 72 38 72 for phone orders and advice.

Shipping & Delivery

How much are your shipping costs?

We have a flat shipping rate of $9.95 for all orders under $150. All orders over $150 are free freight.
Please see our Freight Policy for further information.

Is my order shipping in discreet packaging?

Yes, in plain brown cardboard box. Only your address is on the label. No one will be able to tell what is in the box. Please see our Freight Policy for further information.

I have ordered product from the website, how long will it take to get to me?

Your order will be delivered to you within 24 to 48 hours from the date of dispatch. All orders received before 2pm Monday to Friday are dispatched on the same day. If you live in remote or rural location, delivery could take a day longer.

Does someone need to be at home/my specified delivery location to sign for my order?

Nope, you don't need to be there. All orders are sent "Authority to leave". The driver will leave the box at your door/in a safe and discreet place at the delivery address or in the location you requested/in accordance with your delivery instructions noted at check out.

Can you send to my PO Box or Private Bag address?

Yes, as long as the address is within the country of New Zealand we can send your order to you.

Who will be delivering my order?

We ship via Courier Post, Toll Parcel service to provide you with the fastest and most reliable service.

Is all your product sent direct to me from your warehouse?

Yes, we buy all the product in from our suppliers and then send your order to you. There is no part orders sent.
This gives you peace of mind as all orders will be discreetly packaged by our team and delivered.

Product Selection & Samples

I am unsure of what product type or size I need require, do you provide sample packs?

Yes we courier comprehensive sample packs free of charge. Please email our team on info@continencecare.co.nz or click here to Contact Us with details of your situation and/or the product codes you would like us to send you for you to try out.

With all sample packs we send a complimentary easy to read ContinenceCare catalogue.

What is your equivalent of the product I am currently using? Can you match it up for me?

Yes we can, please email the name of your current product to info@continencecare.co.nz and we will respond promptly with our equivalent products or call us on 0800 72 38 72 and we will match it up for you over the phone.

Alternatively you click here to Contact Us and send an online message to us with your details and request for a product match up detailing the current product you are using in the message section of the online form.

We know every product in the market and offer a comprehensive range of quality products so can always help you. Experience tells us that you will find products from ContinenceCare better quality whilst also offering great value for money.

I would like a sample of a particular product, do you have sample packets?

Yes, we can arrange these please Contact Us and note in the message section your address and the product you would like to receive a sample of. We will courier it to you in discreet packaging along with our latest brochure for your reference.

Auto-ship Subscriptions

Returns & Exchanges

What is your product return policy?

We are committed to providing you with the correct product in new condition. See our Product Return Policy.

Phone Orders, Payment Methods & More

Can I ring you up to place or enquire about my order?

Yes, please do our toll free phone number is 0800 72 38 72
Our phone line is open between 9am and 4pm Monday to Friday. Outside of these times please leave a message and we will call you back between 9am and 4pm Monday to Friday.

Do you have a actual hard copy of brochure or catalogue? If so can I please have one?

Yes, if you would like a complimentary hard copy of the ContinenceCare catalogue sent to you please click here to Contact Us with your name and address and how many catalogues you require. Upon receipt of this information we will promptly and discreetly courier you the ContinenceCare catalogue(s) free of charge..

I/We would are considering or would like to purchase bulk product, can you supply me?

Yes, please email info@continencecare.co.nz with your requirements or click here to Contact Us

Do you have a store or are you online only?

We are an online only store. Our warehouse/distribution centre is located in Hastings, New Zealand.

Do you have a contact phone number?

Yes we do, it is 0800 72 38 72. The hours are 9am to 4pm Monday to Friday. If you call outside of these hours please leave a message and we will call you back between 9am and 4pm on the next working day.

Can I use my SuperGold Card here

Yes, we need to verify your card is current. Go to https://supergold.govt.nz/ and search for our current offer and enter your details. You will then receive a discount code to enter at checkout