Radius Shop

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We aim to have all orders dispatched within 1-2 working days. We strive to deliver all products to you within 1-5 working days no matter where you are in the country. Our packaging is secure and plain to ensure your privacy is protected.

Please note that we only deliver to PHYSICAL residential or business addresses in New Zealand. No PO Box or international deliveries are possible at this time. Also note that if you are in a Rural area, the delivery might take a few extra days depending on your local courier.

Incontinence Products

Why are there so many different products?

We offer a wide range of incontinence products because we want to meet each and every specific need of our customers. Different types, sizes and levels of incontinence require different absorbencies capacity.

Why is our Incontinence Products’ Range so discreet?

Incontinence can be a problem for people of all ages. Most of them are living an active life and have a vivid social life. Incontinence is unfortunately still taboo and people do not want others to notice and recognise their incontinence product underneath their clothes. Therefore, the brands that we offer at Radius Shop aim to develop discreet and noiseless products, which at the same time offer the best comfort possible.

What is meant by a one-piece system?

The one-piece system is incontinence briefs and absorbent pant that can be worn without underwear or fixation pants. The Briefs All-in-One and Pull-ups, are examples of unitary one-piece systems.

__After a couple of hours, the product is only half used. Can I switch to an absorbency level lower? __

If the product is only used 50% after 6-8 hours you can consider using a product with a lower absorption capacity. To find out which absorption level is the most suitable, it can be helpful to register the fluid intake for three days to see how much liquid your body is processing.

What do I do if the wetness indicator says that the product is not fully used up, but my bed still wet?

In this case, the product was not applied correctly or was pushed around because of body movement. Another reason could be that the fixation underwear that you're wearing is not the right size for you, which causes the incontinence product to move around. To avoid that, you can also use a bed protector.

Will one type of incontinence product suit all my needs?

Not necessarily, you might find that you prefer a smaller, thinner incontinence pad during the day but need a larger, more absorbent incontinence pad at night if you experience leakage during the evening. Also, you might find that you prefer the convenience and ease of changing incontinence pads during a normal day but prefer the added leakage security of incontinence pant type products on long days out or special occasions. We recommend that you try a variety of products to find the one best suited to your own circumstances. We can provide you with free samples. Please contact our team.

Some products have "odour control", how does this work?

The super-absorbents in the incontinence pad also have the added benefit of being pH neutral. This means that they work against the acidic nature of urine (which is what causes the ammonia smell) and prevent odour from developing for up to 12 hours.

Lots of Feminine Hygiene products contain "odour control" are they suitable for managing Incontinence or Bladder Weakness issues?

Although these products have odour managing properties they are designed for absorbing menstrual fluids, not urine. Therefore, the speed at which they will absorb is different and they are more likely to break up over time, potentially causing leakage.

If I find that using one incontinence pad is not sufficient, can I just use two of my current incontinence pads together?

The only product that allows a double-padding is the Booster pads, which must be worn with another incontinence pad. The Booster pads work as a “just in case” situation. With all of the other incontinence products, the double-padding isn't a good option as it's unlikely you will get a good fit to the body doing this and therefore leakage is more likely (if either layering on top or front to back). Also, as most incontinence products have a waterproof backing then if products are layered on top of each other then it's unlikely that any liquid will pass through to the second. If you need a higher capacity product at night, we would advise using a higher capacity product.

How often should I change my incontinence pad?

Many larger incontinence pads have "wetness indicators" that tell you when they need changing, however, incontinence pads should be changed regularly even when not wet in order to maintain skin hygiene. Don't re-use a wet incontinence pad as it is likely to deteriorate more quickly and then cause leakage. Typically, people use 4 to 6 pads per day.

What are the benefits of Disposable incontinence pads?

The main benefit of disposable incontinence pads is exactly that, they can be thrown away after usage and therefore are extremely hygienic and convenient. This means that it is easy to carry incontinence products around with you enabling you to change them when needed. Used incontinence pads should always be disposed of hygienically and never flushed down toilets. There is a large range of disposable incontinence products available to sort a variety of needs.

__WARRANTY: __

All products are under the National Product warranty, which lasts for 1 year. Some products have a longer warranty, according to the respective suppliers.

RETURNS & REFUND POLICY

While we will do our utmost to help you if you wish to return a product, our suppliers may refuse if the product is damaged or if the time passed since the purchase is too long.

Note: Any products that are used, removed from their original packaging or made of materials such as soft fabrics or non-water-resistant products cannot be returned due to Health and Safety regulations. Please choose carefully and contact our team if you would like guidance with your product selection. No returns will be accepted from the following collections:

• Bracing and Support Products (such as hip protectors, braces, etc.)
• Incontinence Products
• Pillows and Cushions

Defective/faulty or damaged products will be replaced with the same item free of charge.

Please make sure to read our product descriptions carefully. Bear in mind that photos may slightly differ from the actual item in terms of colour due to lighting or the monitor’s display.

Refunds will not be granted in cases where incorrect size/colour/quantity have been ordered. We ship the exact item(s) that you select at the time of purchase. However, we will be happy to exchange the product provided it is still in the original packaging, undamaged and our supplier agrees to the exchange/refund. Note that you will be responsible for the return/collection shipping costs of the incorrect product and delivery costs of the new product.

If you wish to change your order: please email us and we will try our best to accommodate your request. However, if your order has already been processed or shipped we cannot make changes to your order and a refund will not be granted at this stage.

Our return policy is effective for 14 - 30 days (depending on the product and supplier) after delivery. Return requests for orders received and delivered outside this time frame will be declined and we can’t offer an exchange or refund.

Refunds will not be granted due to longer than expected processing or shipping times. All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.

To request a return authorization number, send an email to us with your full name, order number, item description, and the reason for your return.

Once the returned item is received, we will notify you via email indicating if the refund will be accepted. If so, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a few days (depending on your bank).

Our Responsibility

1. Faulty/Damaged Product: the product has a manufacturing defect.
2. Wrong Item Sent: we sent you the incorrect product, colour or size, or a different product than the one showing in your order.

Your Responsibility

1. You ordered the wrong size or colour, or the wrong product: We do not refund, we accept Return for Exchange.
2. Incorrect Shipping address: We are not responsible for orders not received due to incorrect shipping addresses entered by a customer at the time of purchase. Please ensure you provide us with the correct address (unit number, street number, street name, suburb, city, region, postcode – you also have a space on the checkout area to add any specific delivery instructions, if needed). If you made an error in the address and the package is returned to us, we are happy to re-ship, however, you are required to pay for the cost of the re-shipment.
3. You changed your mind after placing the order: We are not required to refund, however, please contact us as soon as possible as we may be able to assist with an exchange

RETURN / EXCHANGE PROCESS

If you believe an error has occurred due to a mistake on our part, please contact us as soon as possible.

Exchange Request Instructions - Please follow these instructions for Exchange / Return Request:

1. Take a photo of the item – if the issue is regarding the size, please use a ruler.
2. Send an email with the subject line “Order # [insert your order number] Replacement Request” to us. Please include the following:

• The photo(s)
• A specific description of the issue
• The Order Number (If there are multiple products in an order, identify the product with the issue)

Our support team will respond within 2 business days and return instructions will be provided.

If you are exchanging a product the shipping costs are your responsibility – we can arrange a collection or we can provide you with the address to send the product to. Please let us know your preference.

Late or missing refunds (if applicable)

If you've paid by Visa/Mastercard/AMEX credit/debit card the refund payment will be made into the bank account which is linked to that card.

If you've paid by bank deposit, please send us your banking info for the transfer of the refund.

If you haven’t received a refund, please contact your bank. Most banks process the refund within 10 working days.

Please contact us you have not received your refund after 10 working days.

Please, feel free to contact us to clarify any doubts you may have about our products:

0800 213 313

See what our satisfied customers have to say about our service and the products and brands we offer!

Most definitely superior to the ones available in supermarkets and also the ones provided by the hospital system, with all due respect. Together with the large size absorbent sheet for peace of mind at night, day to day management has become very much easier. I have also appreciated your follow-up calls to make sure that everything is going according to plan. Thank You.

• Graham

Great service from Radius Shop - and I recommend the product. Easy and comfortable, am liking the 'wider top' shape of this ... It seemed logical on first look, and yes, it is perfect in practice. Provides some peace of mind without being bulky at all. :) Thanks Radius.

• Chris

Very good experience in ordering and quickly dispatched. The pad is very good, possible a little longer. Nine thickness for the purpose and very comfortable for wearing all day.

• Stan

The item was purchased as a gift for a friend. She absolutely loves it and it gives her the support she requires. Thankyou for your great and speedy service. Would recommend you to anyone !

• Raymond

Great quality item, and the service and help I received in getting this was way beyond my expectations Thank you.

• Bey

Mum is very pleased with the product and I will be ordering more for her very soon. I really appreciated the personal touch too - the emails from Luisa. Thanks!

• Anne