HDIS Customer Care: A Complete, Practical Guide

What HDIS Customer Care Covers

HDIS is a U.S.-based home-delivery supplier focused on bladder control and personal care products, serving customers and caregivers since 1986. The customer care team helps with product selection (briefs, pull-ons, pads, bed protectors, skincare), sizing, absorbency guidance, discreet shipping, and reorder planning. They support major brands commonly used for adult incontinence, including options for light to maximum absorbency and specialty needs such as overnight protection.

Beyond basic orders, HDIS customer care assists with recurring shipments, address changes, payment updates, and replacement of missing or damaged items. For customers managing long-term conditions, they can help build a monthly plan aligned to real usage—so you avoid both stockouts and waste—while keeping costs transparent and predictable.

Because many customers are caregivers, HDIS staff are trained to discuss sensitive topics respectfully and to tailor recommendations to mobility, skin sensitivity, and dexterity needs, which can affect whether briefs with tabs or pull-ons are the best choice. They will also guide you on discreet packaging and delivery timing that fits your routine.

How to Reach HDIS and Get a Fast Response

The most reliable entry point is the official website: https://www.hdis.com. Use the Contact Us page to access phone support, live chat (when available), and secure web forms for after-hours requests. If you prefer phone, dial the number listed on that page for the most current hours and queue status. For privacy and processing speed, avoid sending order or health information to any address not listed on the official site.

To reduce wait times, contact customer care outside typical peak windows; for most call centers, Mondays and the first business day after holidays see the highest volume. Midweek mornings (local Central Time) often have shorter queues. For shipping-related questions, contact them before 12:00 noon CT on a business day if you need to modify an order scheduled to go out the same day.

• Have ready: recent order number(s), your HDIS account email, and full shipping address; if new, your waist and hip measurements in inches (measure snuggly over undergarments).
• Know your usage: average changes per day (e.g., 3–6), nighttime vs daytime needs, and any skin sensitivities or latex concerns.
• Product details: brand/style you like, absorbency level, and any fit issues (leg gaps, leaks when sitting/standing, tapes slipping).
• For billing: last four digits of the card on file or confirmation that you’ll use an FSA/HSA card; note any tax-exempt status if applicable.

Ordering, Autoship, and Reorder Timing

HDIS supports one-time orders and automated “autoship” schedules. Most customers set a 4–8 week cadence; caregivers often prefer 4 or 6 weeks to reduce emergency runs. A practical approach is to calculate monthly use: for example, 4 changes/day x 30 days ≈ 120 units. If a case contains 72–96 units, that’s 1–2 cases per month. Use this as your baseline, then fine-tune after 2–3 cycles to reflect real-world patterns.

Prices vary by brand, size, and absorbency. As a general market reference, quality adult pull-ons or tabbed briefs often run about $55–$95 per case, bed pads $25–$60 per pack/case, and booster pads $20–$45 per pack, with periodic promotions. Shipping is typically via ground carriers and often arrives in 2–5 business days depending on your location. For time-sensitive needs, ask customer care about expedited options and cutoff times.

If you use autoship, set a low-inventory reminder when you open your last case. HDIS can usually adjust ship dates, quantities, or sizes before the warehouse releases the order. Confirm any changes via the order confirmation email to ensure the update took effect for the next cycle.

Returns, Exchanges, and Damages

Due to health and safety regulations, hygiene products generally must be unopened and in factory-sealed packaging to be eligible for return. Before sending anything back, request a return authorization (RMA) and the correct warehouse address from HDIS customer care; returns sent to the wrong address may be delayed or refused. Always keep the carrier tracking number and a photo of the return label.

For damages or packing errors, contact HDIS within 48–72 hours of delivery, provide photos of the box and product labels, and include the order number. In most cases, they will replace the item or reship the missing quantity without additional shipping charges after validation.

Refund timing depends on carrier transit and inspection; a common timeline is 3–5 business days after the warehouse receives and checks the return, plus your bank’s posting time. If you paid with an FSA/HSA card, the refund will typically go back to that card; keep your itemized invoice for your records.

Billing, FSA/HSA, and Documentation

Many customers pay with FSA or HSA cards for qualified medical expenses. Incontinence supplies are generally eligible when used to treat a medical condition under IRS rules; for stricter plans, you may need a Letter of Medical Necessity (LMN) from your clinician that states the diagnosis, duration (e.g., 12 months), and the types of supplies required. HDIS can provide itemized invoices; request that your invoice includes product descriptions and quantities that align to your LMN.

If you plan to seek insurance reimbursement, ask HDIS for an itemized receipt with product identifiers and keep your physician documentation. Coverage varies widely—many retail purchases are not directly reimbursable by Medicare, and Medicaid coverage depends on your state and whether you use an enrolled DME supplier. To avoid surprises, call your insurer first and confirm whether retail purchases from HDIS qualify and what documentation they require.

To prevent declines on renewals, keep your payment method current and verify billing zip code and card expiration 2–3 weeks ahead of your autoship date. If you receive a “payment failed” notice, updating the card and re-running the charge on the same day usually clears the order without changing your place in the shipping queue.

Privacy, Discreet Shipping, and Caregiver Support

HDIS ships in plain, unbranded boxes without product names on the exterior. If privacy is essential, ask customer care to avoid signature-required services and to use delivery instructions that fit your building (e.g., leave at concierge). Consider a delivery window when you know someone can bring the case inside quickly; heat and humidity can affect adhesives and product integrity over time.

Caregivers can request that HDIS place notes on the account for preferred brands, sizes, and skin-care considerations to keep orders consistent if multiple people are helping. If you manage supplies for different care settings (home vs. adult day care), customer care can set up separate addresses and label each shipment clearly to reduce mix-ups.

For households with multiple users, ask customer care about distinct profiles under one billing account. Clear labeling by user name and size reduces wrong-product openings—important since opened packages generally cannot be returned.

Troubleshooting, Escalation, and Service-Level Expectations

For a missing package marked “delivered,” contact HDIS the same day and your carrier within 24 hours; request a driver GPS scan check and a carrier trace. Provide any building access notes that may help. If a size or absorbency change led to leaks, HDIS customer care can usually recommend an alternative brand or a booster pad strategy and adjust your next autoship before it processes.

If your issue is unresolved after the first contact, ask for a senior specialist or supervisor and request a case number. Summarize the problem in one sentence, list the attempted fixes, and propose a resolution (refund, reship, product switch). For most straightforward issues, a 1–2 business day resolution is reasonable; complex billing or multi-shipment traces may take longer depending on carrier responses.

• Late or lost shipments: start a carrier trace via HDIS; confirm ship-to address, porch theft risk, and camera coverage if available.
• Fit/leak issues: provide waist/hip in inches, body position where leaks occur (sleeping on side/back), and current brand/size; ask for two alternatives to test.
• Billing disputes: attach invoices and timestamps; request itemization by SKU/description; if FSA-related, align to your LMN and plan rules.
• Autoship errors: confirm cutoff time and warehouse status; if already released, request an intercept or future-dated correction to prevent repetition.

Where to Find Official Policies and Contact Details

The latest contact methods, phone hours, and return instructions are maintained on the official HDIS website: https://www.hdis.com. Use the Contact Us page for the current customer service phone number, live chat availability, and the correct return address for your order’s warehouse. Policies (returns, shipping, payment, and privacy) are also published there and may change without notice.

Before mailing any return, always obtain an RMA from HDIS and use the label or address they provide. Do not ship returns to a corporate office address found via search engines—returns sent to non-warehouse locations are commonly refused or significantly delayed.

If you rely on autoship or time-sensitive deliveries, consider bookmarking your order history page and enabling order/shipping notifications via email or text. This provides a real-time signal to contact customer care before the daily cutoff if you need to adjust quantities, sizes, or delivery timing.

Is HDIS a legitimate company?

H D I S is BBB Accredited.

Who owns HDIS?

HDIS has been sold to Domtar Corporation.

What’s the best way to contact HDIS?

Chat with us online, email us at [email protected] or give us a call at 1-800-269-4663.

How long has HDIS been in business?

HDIS opened its doors in 1986 and has continued to strategically grow for over 30 years. We believe that people come first—both our customers and our employees. We spend busy, meaningful days helping our customers find solutions that solve incontinence and personal care problems and enable them to live fuller lives.