Ordering incontinence supplies from an unverified seller can mean receiving substandard products, facing privacy breaches, or wasting money on items that don't fit your needs. With so many online retailers and home health suppliers claiming legitimacy, knowing how to verify credentials protects your health, budget, and personal information. Here's exactly what to check before you buy.
Start with Licensing and Registration
The most fundamental credential is whether the supplier is a registered business in their state. Search the company name on your state's Secretary of State website or business registration database—legitimate incontinence suppliers maintain current registrations. Many states require home health suppliers to hold specific medical supply distributor licenses; check with your state's health department or medical board for their registry of approved vendors.
Ask the supplier directly for their license number and verify it independently. If they hesitate or can't provide it, move on.
Check Medical Device Certifications
Incontinence products like catheters, ostomy supplies, and absorbent briefs are classified as medical devices by the FDA. Reputable suppliers should clearly state that their products are FDA-approved or cleared. Look for the FDA 510(k) clearance number on product listings or request it from customer service.
For catheter suppliers specifically, verify they're registered with the FDA's CDRH (Center for Devices and Radiological Health) database. This takes two minutes and confirms the product isn't counterfeit or unregulated.
Verify Insurance and Medicare Compliance
If you plan to use insurance or Medicare to cover supplies, the supplier must be enrolled as a Medicare-approved durable medical equipment (DME) supplier. Search the CMS (Centers for Medicare & Medicaid Services) DME supplier directory at cms.gov. Only suppliers listed there can bill Medicare or most private insurers for catheter kits, pull-ups, or protective underwear.
Ask for their Medicare provider ID number. Legitimate suppliers list this prominently on their website.
Look for Third-Party Certifications
Industry certifications add credibility:
- AAUS (American Association for Urosurgical Specialists) accreditation indicates the supplier meets standards for catheter and urological supply distribution
- CHAP (Community Health Accreditation Program) certification shows compliance with home health standards
- CARF (Commission on Accreditation of Rehabilitation Facilities) accreditation demonstrates quality management practices
- State Board of Pharmacy registration for suppliers dispensing prescription-only items
Check the company's website footer or contact them to verify these certifications with the issuing organizations directly.
Evaluate Online Reviews and Complaints
Visit the Better Business Bureau (BBB) and search for the company name. Look for patterns in complaints—ordering delays, billing issues, or damaged products are common red flags. A supplier with an A or B rating and fewer than 5% complaints is generally acceptable.
Check Trustpilot, Google Reviews, and Medicare.gov supplier ratings as well. Read recent reviews (within 6 months) rather than older feedback, as businesses change. Watch for specific complaints about privacy practices or product quality—these matter more than isolated shipping delays.
Also search "[company name] + complaints" or "[company name] + lawsuit" to catch larger issues.
Verify HIPAA Compliance and Privacy Practices
Incontinence supply orders involve sensitive health information. The supplier must be HIPAA-compliant if they handle protected health information. Their website should have a Privacy Policy explaining how they protect your data. It should address:
- Secure ordering and payment processing (look for HTTPS and SSL certificates)
- When they share information with insurers or doctors
- How they handle data breaches
- Retention and deletion policies
Never use a supplier that won't provide this documentation in writing.
Check Prescription Requirements and Licensing
Some products—like prescription catheters or certain ostomy supplies—require a doctor's order. Verify the supplier properly collects and verifies prescriptions before shipping. Legitimate suppliers won't sell prescription items without documented physician authorization.
Ask how they handle prescription verification and whether they contact your doctor directly or require you to provide written orders.
Confirm Return and Warranty Policies
Read the fine print on returns, especially for intimate care items. Most reputable suppliers won't accept returns on opened absorbent products for hygiene reasons, but unopened items should be returnable within 30 days. Understand their warranty policy on equipment like external catheters or collection bags.
This information protects you if products arrive damaged or don't suit your needs.
Frequently Asked Questions
Q: Can I use FSA or HSA funds to purchase incontinence supplies? Yes, incontinence products and many supplies are FSA/HSA-eligible, but the supplier must be registered to process these payments. Confirm before ordering.
Q: What's a typical price range for a month's supply of adult pull-ups? Expect $30–$80 monthly depending on absorbency level and brand; prescription-strength or specialty products may cost $100–$150.
Q: How do I verify a supplier isn't just reselling expired or overstock products? Request product expiration dates before ordering, and check packaging dates upon delivery. Ask the supplier how they source inventory and for certificates of authenticity on branded products.
Use Mercoly to compare and review verified incontinence and personal care suppliers all in one place, making credentialing checks faster and easier.