Frequently Asked Questions
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Shipping, Returns, and Refunds
What causes bladder leaks?
Bladder leaks are caused by weakness in the pelvic floor muscles which allows leakage during ordinary, everyday activities such as laughing, coughing, sneezing, lifting, or when you are most active. It is estimated that up to 1 in 3 women today suffer bladder leaks “aka” SUI (Stress Urinary Incontinence). This can affect women of all ages and may occur at any time, but often starts in pregnancy, after childbirth, after abdominal surgeries or during menopause.
For men, bladder leaks can be caused by enlarged prostates, after surgeries and by many degenerative diseases.
How do I place an order?
We are happy to hear that you wish to place an order with our company. To see the many options on how to place an order, please visit our How to Order page.
What if I am looking for a product not listed in your website?
If you are looking for a product that we do not have listed on our website, please contact our friendly customer service team: info@activkare.com or call us: 1-855-811-3733
The product I am looking to order is out of stock, can you tell me where else I can order it?
We are sorry to hear that the product you are looking to order is currently out of stock. Please contact our customer service team to receive more options:
info@activkare.com or call us: 1-855-811-3733
What are your business hours?
Our business is open to serve you Monday through Friday, from 9:00 AM until 5:00 PM EST. If you require assistance, please email us info@activkare.com.
Can I come to the warehouse and pick up my order?
Unfortunately, we do not offer customer pick up at the present time.
I really like your service, can I refer you to my friends and family members?
We are very happy to hear that you like our service enough to share it with your friends and family. Please go to our Referral Program page to read about our current referral offers.
Are your products covered by insurance?
Yes, our products are covered by insurance. Please visit our Insurance page to find out more information.
Can you help me get a prescription for my order?
Yes, please go to our Need a Prescription page for more information.
Shipping, Returns, and Refunds
What is your return policy?
Please visit our Shipping & Returns page to review our current return policy.
What is your refund policy?
Please visit our Shipping & Returns page to review our current refund policy.
How long does it take to receive my order?
Please visit our Shipping & Returns page to review our current shipping policy.
My package is lost or delayed, who can I contact?
Unfortunately, we cannot create service tickets on behalf of customers. Please reach out to the customer service department of the carrier to have them assist you with the missing package.
AFEX®
If you need further assistance or different components for your application, contact ActivKare customer service by email: info@activkare.com or call us: 1-855-811-3733
There are three main components to the Afex® system: a penile receptacle, briefs, and a urine bag. The receptacle is a loose-fitting, latex-free and adhesive-free ergonomically shaped device. The receptacle has a firm but flexible outer shell and a soft inner liner. The inner liner forms a double wall so the skin is suspended away from any residual urine. The receptacle is held in place with briefs and a urine bag is attached directly to the receptacle with an easy “twist-and-lock” connection.
When properly used for the correct application, Afex® is a comfortable, discreet, convenient, environmental-friendly and cost-effective alternative to disposable diapers, pads and catheters.
For normal, everyday active use, which may include normal walking and sitting, then NO. We advise you to not use the Stability Tabs during normal use as they may inadvertently cause the receptacle nozzle to exceed a level required for urine drainage into the bag.
ONLY engage Stability Tabs on the bag if you are in rigourous, predominantly standing activity, such as running, fast-walking, dancing, golfing, tennis, hiking, etc. During most normal everyday use, the Stability Tabs on the bags should not be secured to the briefs.
Where is the standard urine bag situated and how does it stay in place?
The bag is positioned on the inside of the upper left thigh area. It is supported by the briefs and during high activity levels can be secured with Stability Tabs, which prevent the bag from swinging back and forth.
Typically, if you are in a low-activity mode, we suggest to NOT use the Stability Tabs so the bag remains lower than the penile receptacle to improve flow. This is especially important in a sitting position.
The urine bag features an easy-open drain clamp that operates by pulling up on a lever. It also features a safety lock to prevent accidental opening during use of the system. *** All Urine bags should be emptied when half full to avoid backflow from the pressurized bag and the weight of a full bag pulling the penile receptacle away from the body.
What parts of the Afex® system are reusable?
All parts of the Afex® system are reusable. Some components last longer than others, from 30 to 90 days. Because the system isn’t disposable daily or per single use, you can save up to 50% per year versus disposable diapers and pads.
How often do the reusable parts need to be replaced?
The recommended replacement interval for urine bags and penile receptacles is every 30 days for optimal protection against leaks due to mechanical wear and tear. Briefs should be purchased based on personal preference and frequency of laundering.
Yes, indeed. You’ll find short “how-to” videos on a YouTube channel.
Can I take a nap with the Afex® system on?
Yes, as long as you have the nozzle of the receptacle pointed downward so urine can freely flow into the bag and the void volume that may be filled during your nap will not exceed the remaining capacity of the urine bag.
Keep in mind that:
- The Afex® system is gravity fed, so make sure to keep a slight incline when lying down;
- The urine bag volume is reduced when not in a standing position.
For best results, the urine bag should be emptied often to ensure there is space for urine to pass into the bag. Too much urine in the bag may prohibit the one-way flapper valve to properly open to let additional urine into the bag.
Important Notice: Do not recline in your recliner chair, legs must be below pelvis to prevent leakage.
Do I have to completely disconnect the system in order to have a bowel movement?
No, you do not need to disconnect anything. Simply lower the briefs as with typical underwear.
We also suggest caregiver assistance if the user has a loss of dexterity.
ActiCuf™
Will people notice I’m wearing the ActiCuf™?
The ActiCuf™ disposable pouch was engineered and carefully tested with this very concern in mind. It’s unique shape forms naturally to your body. Plus, it’s small enough to carry with you discreetly—even in your pocket!
How long can I wear the ActiCuf™?
ActiCuf™ should be repositioned every 3-4 hours but can be worn for long periods. Though rare, instances of skin irritation may occur with prolonged exposure to urine. ActiCuf™ should not be worn while sleeping.
Can I use public urinals with the ActiCuf™?
Absolutely! Because the ActiCuf™ is so discreet, you can take it off and put it on again quickly and effortlessly without anyone noticing.
Pacey Cuff
How does the Pacey Cuff work?
- The Pacey Cuff, similar to a penis clamp, uses a urethral pressure pad (bottom) to apply pressure to the urethra and stop the flow of urine.
- The top of the Pacey Cuff ensures the circulation in the penis is not blocked (unlike with penile clamps which clamp both the urethra and the blood vessels in the penis).
- As the bladder fills, the pressure increases, resulting in possible leakage. The Pacey Cuff is most effective when you empty your bladder at regular intervals.
How do I clean the Pacey Cuff?
All our Pacey Cuff incontinence products are washable. For proper cleaning, hand wash with warm water and mild, additive free (no moisturizing agents, perfumes or coloring), hypoallergenic soap. We recommend gently brushing it with a stiff-bristled toothbrush, especially for the Velcro parts which work the best when they’re free of all debris.
As we pointed out earlier, you can use the Pacey Cuff incontinence products for men during any activity, including swimming. However, you should clean and dry the device after such activities. For this reason, many men will add at least a second set to their kit.
How do I know what size of Pacey Cuff incontinence products to order?
We have a size chart. We strongly recommend that you measure your penis to guide you on what size to go for. Remember that each size adjusts up and down significantly, but getting the right one for you is essential. Give us a call at 1-855-811-3733 if you need some help!
We noticed that some of our clients use two sizes to alternate effectively for day and night use. Note, that the adjustable strap of our incontinence product makes it easy to find a perfect fit for your unique penis size and comfort needs during application.
How long should I use the Pacey Cuff male incontinence products each day?
As long as you like. We designed our incontinence products for men to help them recover the confidence to go about their daily activities without worrying about leaks.
For a better experience with the Pacey Cuff, always empty your bladder every 1 to 2 hours, before it becomes full, to avoid discomfort.
Unlike a penis clamp which blocks blood flow and damages penile tissue, we designed the Cuff to compress the urethra without harming you. If you'd like to try it at night, ask your doctor first and ensure you use a slightly looser setting while still taking regular bathroom breaks every few hours throughout the night.
Finally, ensure you discuss the need to use our incontinence products over 24 hours with your physician.
How often must I replace the Pacey Cuff?
There is no expiry date for our incontinence products. However, most users change their Pacey Cuff every 6 months from our records.
Also, since most of our male urinary incontinence products are washable, you may need at least 2 sets to alternate the use, especially if your physician recommends any use at nighttime.
Is the Pacey Cuff a clamp?
NO! The Pacey Cuff is different from penile clamps in the following ways:
- Unlike penis clamps, the Pacey Cuff does not cut off blood circulation to the penis. It increases circulation and protects your penis health.
- You receive a FREE Power Sleeve to protect your penis from pinching and other types of discomfort associated with an externally applied urinary incontinence device.
- Unlike other incontinence clamps, the Pacey Cuff is durable and will last you 6 months or more.
- It pays for itself within 2 months by drastically reducing or eliminating your need for disposable pads and diapers!
- The Pacey Cuff has a clever bottom adjustment feature that accommodates a range of penis sizes.
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If you have any other questions that are not answered on this page, please contact ActivKare customer service by email: info@activkare.com or call us: 1-855-811-3733