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Frequently Asked Questions

Below you’ll find answers to our most frequently asked questions. If you don’t find the answer you are looking for, please contact us.

Requesting samples

When should I request a sample?*

You should request a sample when you are exploring new options, are having an issue with your current product, or would like assistance finding a solution that best meets your needs.

*Valid prescription may be required. Limitations apply.

How do I request a sample?
Search for the Coloplast product you would like to sample and add it to your basket using the "I want to sample" option. After placing your sample request, one of our experienced product specialists will call you to make sure you are getting the best sampling solution to meet your needs. Then your sample will be shipped to you, free of charge.
Why am I not able to request a sample for the product I want?

With few exceptions, you will be able to sample most products in the Coloplast Continence Care and Ostomy Care catalogs. Due to local regulatory requirements, we are not able to offer samples from our Wound Care, Skin Care, or Interventional Urology portfolio of products.

What product size should I order?

If you are unsure about which product size is most suitable for you, in the Choose Size dropdown, select "I need help selecting the best option." A product specialist will call you to ensure you receive a sample that meets your needs.

What do I do if my products aren’t working for me?

For support finding a solution that works best for you, chat with or call a Coloplast Advisor at 
1-888-726-7872  (Monday - Friday 8am - 5pm Central).

 

 

Why have I received my purchased items without my samples?

Items you purchase are shipped separately from items that you choose to sample. Keep in mind that before samples are shipped, a product specialist will contact you to verify that the sample items selected are appropriate for your needs.

Buying products

When should I buy ostomy products from the Coloplast online store?

If you need extra supplies of a product you are using, or want a product not covered by insurance, then buying ostomy products directly from our Coloplast online store is a great option for you. Products will ship within 48 hours and will be delivered discreetly to your door.

What products can I buy?

You will be able to buy items from the range of Coloplast ostomy products as an out-of-pocket purchase. When browsing the catalog, a "buy now" badge will appear on items that are available for purchase.

How do I buy ostomy products directly from Coloplast?

Search for the products you wish to buy in the product catalog. When viewing a specific product, select the "I want to buy" option on the product page and add it to your basket. Once you choose to checkout from the basket, you will be prompted to create an account or log in if you have an existing account. Creating an account requires a valid email address and password.

What do I do if I don’t know what products to buy?
For support finding a solution that works best for you, chat with or call a Coloplast Advisor at
1-888-726-7872 (Monday - Friday 8am - 5pm Central).
How do I select the correct 2-piece pouching system?

Match your barrier type and color (Flex or Click) to your pouch type and color (Flex or Click). 
For product selection questions please call a Coloplast Advisor at 
1-888-726-7872 (Monday - Friday 8am – 5pm Central)

How can I reorder products I have purchased previously?

Log in to your account. In the My Account dashboard, you can see previously ordered products in the ‘Reordering’ section. Products are pre-selected for you, so simply review what you need, deselect any you don’t require this time and click ‘Add selected to basket’. Then, proceed throught the checkout process, by reviewing shipping and payment information.

What do I do if my products aren’t working for me?

For support finding a solution that works best for you, chat with or call a Coloplast Advisor at 
1-888-726-7872 (Monday - Friday 8am - 5pm Central).

Payment and insurance

What does it mean that items purchased on this site are out-of-pocket expenses?

Purchases from this website can be paid for by individual customers, using their own credit cards or HSA funds (via HSA credit card, or HSA reimbursement, as applicable to your plan).  They are not eligible for repayment by Medicare or other insurance providers. Visit ‘Do you have insurance’ to learn more about purchase options.  

If I choose to buy products on this site (that is, making an out-of-pocket purchase), what are my options for payment?

You can use a debit or credit card to make your purchase. This includes using a Health Savings Account (HSA) debit card, since our products qualify as HSA-eligible expenses.

If I have insurance, and want to buy products with the option of reimbursement, how can I find a dealer?
Comfort Medical, Coloplast's affiliated DME supply service, can help you with ordering Coloplast products using insurance. If they are not able to work with your specific insurance provider, they will help you find a dealer who can.
 
Our product specialists can also assist you in finding a supplier who can work with your insurance provider. Call 1 888-726-7872 (Monday -Friday 8 am - 5 pm Central)
Can I change my payment details?

When you place an order, you have the option to save your payment details for future use. If your payment details change, you can always change them when you shop with us again. As you check out from the basket, a Payment screen will list any payment method you've previously saved, or you can opt to provide new payment information before submitting.

Delivery

What happens once you have placed your order?

After you place your order, you will receive three emails that include: confirmation of your order, a paid receipt, and a tracking code to monitor your shipment.

How long will it take for my purchases to be delivered?

Your order will ship within 48 hours via standard ground service.

Can I track my order?

When your order has been shipped, a track and trace email will be sent to you with a tracking number so you can follow the progress of the shipment.

What do I do if I have not received my order?

A tracking number will be sent to you via email when your order is first shipped so you can track the progress. For concerns about the status of your order, contact us at
1-833-806-9896 (Monday - Friday 8am - 5pm Central).

My account

I forgot my password, what do I do?

If you have forgotten your password, you can reset it by clicking ‘Forgot password?’ on the login page. Then you will be asked to input your email address to receive a verification code. The verification code will  allow you to generate a new password.

Can I change my delivery details?
When you place an order, your delivery details will be stored in your account. You can see the delivery address on file by clicking My Account in the upper right corner, then clicking the 'Profile' link. You can make and save any address changes on this page. Also, in the course of creating an order, you can review and edit the delivery address on the Order Summary page. 
 
When I tried to create my account, I received a message that I have already used the email address. What do I do?

If you use the MyOstomyLife app, then you already have a Coloplast account; in this case, use the log in option and provide the same password you use for accessing MyOstomyLife.

Can I update the phone number associated with my account?

Yes. Your phone number is stored with your primary address. To edit it, click My Account in the upper right, then the 'Profile' link, and then the 'View' link in the Delivery info section. Click the 'Edit' link for Primary address, update the phone number, and then save your changes.

Return and Refund Policy

Damaged products or incorrect product shipments are eligible for a return or refund per our Return Policy Terms of Sale. Returns will not be accepted for undamaged or correctly shipped orders.  

To return a product, you will need a Return Authorization Number. Contact our Customer Service department at 
1-833-806-9896 (Monday - Friday 8am - 5pm Central) within 14 days of delivery to receive a Return Authorization Number. Unsolicited returns and returns without a Return Authorization Number will be charged a processing fee.  

You will need to provide the following information when you contact us:

  • Purchase order number/PO #
  • Date of purchase
  • Product number(s) to be returned
  • Total number of products to be returned
  • Reason for return

 

I received the wrong item, or the wrong quantity of items or damaged product.

If the product you received is damaged, does not match the items or quantity that was ordered, you will need to contact our Customer Service Department at 1-833-806-9896 within 14 days of the date of delivery. 

Please provide the following information with your request:

  • Purchase order number/PO #
  • Date of purchase
  • Product number(s) to be returned
  • Total number of products to be returned
  • Reason for return


Once your request is processed, Coloplast will contact you with a Return Authorization number. This number must be placed on the shipping box, not the individual products or product packaging. 

Place the box with the Return Authorization Number outside your door for FedEx to pick up. Packages can also be dropped off at a FedEx drop location.

  • FedEx will make a total of 3 attempts to retrieve the package, after which you will need to ask for a new Return Authorization Number.
  • Products must be returned in their original packaging and must be in the same unit of measure as originally purchased. 
  • Products and product packaging should be unmarked and not defaced or altered in any manner (e.g., no handwriting or other marks on the packaging).
  • You are responsible for ensuring that the product being returned is packaged for shipment in a manner that will protect it from damage in transit.

Please refer to our Return Policy Terms of Sale for more information.

I received a defective product.

If the product you receive is found to be defective, you will need to contact our Customer Service Department at 1-833-806-9896 Monday to Friday from 8:00am to 5:00pm CST.


When filing a defective product claim with Coloplast, please have the following information available when you contact us – this will help us process your claim faster:

  • Purchase order number/PO #
  • Date of purchase
  • Product number(s) of defective product
  • Lot number of defective product – This can be found on the box’s label
  • Description of the defect
  • Total number of defective products

You may be contacted by Coloplast again after your initial request. Once your request is processed, you will receive a return kit in the mail with further instructions on how to send back the defective product. Please do not return any used product.

Please refer to our Return Policy Terms of Sale for more information.

I no longer want the product I ordered.

Coloplast does not accept returns for orders that were shipped correctly and are undamaged. 

Please refer to our Return Policy Terms of Sale for more information.