Frequently asked questions
Will my products be delivered automatically?
Your deliveries do not come automatically. We have a ring back service for when you need to reorder more products. You will receive a letter before your first delivery containing details of when your delivery is due and how many weeks the delivery is to last for and the telephone numbers you will need to contact us.
How do I re-order my products?
When you have one week’s supply left call the ring back number. A delivery will be placed for you and your delivery date confirmed. If you leave a message on our answerphone we will contact you back to confirm your delivery date. Please note that deliveries take seven working days.
What happens if I miss my delivery?
If you miss your delivery the driver will leave a card informing you that a delivery has been attempted. Your order will then be delivered within 72 hours. You can call our ring back team the following afternoon to find out the redelivery date. However the ring back team cannot change this date.
Can I ask for a particular day or time for my delivery?
We can give you a date of your delivery but cannot give specific times. Your delivery will be made between the hours of 8.30am to 4.30pm, Monday to Friday.
Can my delivery be left elsewhere if I am not at home?
We can put an alternative delivery address on your records; this must be in the same road or close by. It is your responsibility to make sure that there will be somebody at the alternative address to accept your order. The delivery can be left outside your property for example in an outhouse or porch at your request; however they are left there at your own risk.
Can I collect my products?
Yes, when you contact the service to re-order your products you can arrange to do this.
Delivery company
Your products are delivered by a third party supplier employed by the home delivery service. Both of these companies are separate to your NHS Bladder and Bowel Service.
All deliveries will be made in a white unmarked van. Drivers will have appropriate identification.
Your privacy
We have to provide the delivery company with your name, address and products required for you to have deliveries from our service.
No medical or personal information is passed to the delivery company. The drivers can put the boxes inside for you if needed.
Return of products
Delivery drivers will not take back pads that are no longer required, however if you require a collection of unwanted products, please call our ring back service and they will be happy to arrange this for you. Before calling please have the name of the product and the number of packets you wish to be collected.
The products will not be left with a neighbour should the driver be unable to get any answer when calling, unless this has been specifically requested by you.