Frequently Asked Questions

A collection of the most common questions we get asked about our products and services.

Ordering

Can I try ConfidenceClub products before I buy?

Absolutely! We offer free samples of most of our products for you to try for fit, comfort and performance. Our sample packs contain two pieces which should be sufficient to determine if the product is right for your needs.

Request samples >

Do I have to "join a club" to order from you?

No.

The word "club" in ConfidenceClub means two things - firstly, you are not alone in your needs for continence management products ( read this ), and secondly that there are benefits if you choose to buy from us on a regular basis (e.g. Set & Forget )

How do I know what to order?

No two people are identical, so your needs might be slightly different from the next person, however there are some basic rules to help you make the right decision.

If you have reasonable bladder control with the occasional leakage, or if you sometimes don't make it to the toilet in time and a significant amount of urine flows out before you get there then we recommend our bladder weakness pads  that come in two styles, one that is approximately rectangular to suit men and women (one for light leakage and one for moderate leakage ) a and a male guard that is slightly triangular designed specifically for men only.

If you have weak bladder control, want extra confidence or are quite mobile then our pullup range are the recommended choice. The elastic waistband and leg cuffs make for a very comfortable and reliable underwear replacement product. Pull it up to put it on, then tear it down the side to take it off easily. Our pullups are also suitable for fecal incontinence.

If you have no bladder control, high fecal incontinence or low mobility then we usually recommend our all-in-one wraparound slips (the nappy style product). The absorbency area is larger than the pullups because the elastic waistband area is largely taken up with absorbency materials. The fastening is done with 2 sticky tabs on either side so it allows easy changing of someone with low mobility. It is also a recommended product for night time use in people with good mobility but large urinary output at night, because the larger absorbency areas work better than the pullups when lying down over longer periods.

What forms of payment to you accept?

We accept all major credit and debit cards. We also accept PayPal, POLi, Direct Deposit and NDIS payments.

See our payment options page for more details on how to pay with the various payment methods.

Are you NDIS approved?

Yes, we are an NDIS approved provider of continence products. If you wisht to place an order using your NDIS package then contact us or choose "NDIS Payments" as the payment method during checkout.

Please note that "Set & Forget" orders are not available on NDIS packages.

Help! I forgot my password!

That's ok. Click on the "forgot your password" link on the login screen for help. We will email you a secure link that will allow you to reset your password.

What if I need help?

We're here to help. Send us an email any time hello@confidenceclub.com.au or call us on 1800 86 11 99 between 9am and 5pm AET Monday - Friday excluding holidays.

We also have live chat available during business hours via a link on the bottom right of your screen.

What if I order the wrong item?

We understand this can happen so we offer a 100% money back guarantee if for any reason you don't feel that what you've ordered is right for you.

Set & Forget Subscriptions

What is Set & Forget?

Set & Forget is our optional subscription delivery service.

For many customers they know what products work for them and they roughly know how many they need. With Set & Forget you can order once, choose the delivery frequency that suits you best, and you never need to order again - our system will keep sending you products on the chosen schedule.

This is a stress-free way to stay stocked up at all times plus you save en extra 10% off our already low prices.

More about Set & Forget >

How do I order on Set & Forget?

It's easy. It looks like any regular order. Just select the "Set & Forget" price on the product page and a dropdown selector will appear asking you how many weeks to repeat the order. Click on "Buy Now" and checkout like any regular order.

More about Set & Forget >

I am scared you're just going to keep sending me product and I can't stop it

With Set & Forget there are no commitments and no contracts. You can cancel any time through your My Account section of the website or by contacting us.

It's easy.

Can I change my Set & Forget order?

Yes. You can change, reschedule, skip or cancel at any time through your My Account section of the website or by contacting us.

You can also change your payment method, delivery address, delivery frequency, order quantity and so much more. It has been designed for you.

How can I pay for Set & Forget orders (and do you store my credit card details) ?

Set & Forget orders can be paid by most credit cards, some debit cards or using PayPal. It is a smart automated system and it needs a payment method it can process electronically, so payment methods like direct deposit are therefore not supported.

The very smart part of the system is how it stores the payment details - the system doesn't store credit card numbers or PayPal account details anywhere, it only stores a transaction authority that is only useful to our system and cannot be used by anyone else to make payments. That way you can be assured that not only are our systems secure, but they are also impossible to gain value from should anyone find a way to break in.

Do I need to remember when my next orders are?

No. If you're concerned that an order will ship without you knowing then don't be. Our system will email you a few days before each order is due to be processed. That way you can choose to change the order (delay, skip, edit or cancel), the payment method or check to make sure that there are sufficient funds in the payment account before the date.

Can I order multiple items on multiple schedules?

Absolutely.

Let's say you use 4 pullups a day and use a booster pad in one of those pullups every night. You can place a single order for a carton of 80 pullups to arrive every 3 weeks along with a pack of 60 booster pads to arrive every 8 weeks. The system can handle that fine. You'll receive both items on their requested individual schedules. If you wish you could also place this as 2 separate orders.

Delivery

Where do you deliver to?

We deliver Australia wide.

If you want us to deliver overseas then please contact us >

How much does delivery cost?

For most Australians we deliver orders over $50 for free and we charge a $9.95 flat fee for orders below $50.

For around a quarter of Australians we charge a flat delivery fee of $19.95 regardless of how much you order.

Learn more on our delivery page >

How quickly do you deliver?

We dispatch our paid orders every weekday with a cut-off of 10am. If your order is placed before 10am then we'll ship it same day.

Sample orders are shipped out twice a week - with a little bit of magic ( read about it here > )

All deliveries originate in Sydney and typically take between 2 and 10 days to arrive depending on how far away from Sydney you are.

For Carers and Medical Professionals

Do you supply care facilities?

Yes.

We supply home care providers, group homes, hospitals, retirement villages and aged care facilities across the country. If you're interested in finding out more then please contact our business sales team .

How can I show my clients your products?

We have so many options for you to choose from. We can send you individual samples, product trial packs, a satchel designed for carer demonstrations and other collateral. Please reach out to our business sales team to get started.

I often recommend your products due to their superior performance and value. Do you have a referral program?

Yes. We have two options for you: If you refer clients and they order, they get a discount and you get a discount to spend on your next order. Share a special link for the magic to happen - learn more or get your link here >