Rely FAQ

Have questions about shopping our site? Here you will find answers to the most commonly asked questions from our customers. If you don't see what you are looking for, just call us at 888-529-2308. Our office hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Standard Time.

Insurance Questions

Does Rely Medical Supply bill health insurance for payment of medical supplies?

No. All supplies purchased from Rely Medical Supply are private pay. Rely Medical Supply will not bill your insurance for medical supplies.

What is Medicare?

Medicare is a federal insurance program that provides health coverage if you are 65+ or under 65 and have a disability, no matter your income.

Does Medicare cover incontinence supplies?

This is a common question that we hear from seniors every day. Unfortunately, the answer is no. Medicare does not cover incontinence supplies.

What is Medicaid?

Medicaid is a state and federal insurance program that provides health coverage if you have a very low income.

How do I apply for Medicaid?

If you do not have health insurance or you need help paying for your health care, you may be eligible for coverage through a Medicaid program. Follow this link to apply for Medicaid.

Does Medicaid cover incontinence supplies?

In most states, the answer is yes.  There are a few states that do not cover incontinence supplies or will only cover supplies for pediatric patients.

Product Questions

Do I need a fitted brief (tab-style) or a pull-on (underwear) style product? Which is better?

Both styles offer dependable solutions for dealing with incontinence. Fitted briefs have tabs on either side, which are typically preferred when there is a caregiver assisting with putting these on and removing them or if a user has difficulty bending to put on pull-ons. Pull-ons are usually preferred by users who manage their incontinence unassisted and have independent mobility.

What's the difference between a booster pad and a liner?

A booster pad is a non-waterproof flow through insert, made to be added to a disposable undergarment to increase the absorbancy without blocking the flow of liquid into the undergarment. It's a "boost" of absorbancy. A liner is a waterproof backed large pad worn in a regular underwear, for those who do not have a need for a disposable undergarment but still need protection from moderate to heavy incontinence.

Is a liner as effective as a brief or pull-on?

Liners will provide very good protection for moderate to heavy urinary incontinence, and are a very good option for users dealing with bowel incontinence. Liners will not have the same security as a full sided disposable undergarment, but if that's not needed, liners would be the appropriate choice.

How can I stop leaks from happening overnight?

A super-absorbent undergarment, brief or pull-on, is the first step to effective overnight protection. Booster pads are a great option for overnight protection. For additional coverage, consider a washable or disposable underpad to protect your mattress and linens.

Ordering / Shipping Questions & Payment Questions

What are my payment options?

You can make payments with a variety of major credit cards. Currently, we accept credit card payments using American Express, Discover, VISA and MasterCard. We also accept payments in PayPal and money orders.

How can I pay using a money order?

We accept money order payments by mail as long as your money order is denominated in US dollars. To pay by money order, please call us at 888-529-2308 (Monday - Friday, 8:00 a.m. - 5:00 p.m. CST) and talk to a Product Expert to place your order. Customers paying by money order must include their order number in the reference section.

Do you take insurance, Medicaid or Medicare?

No. We only accept payments using American Express, Discover, VISA, MasterCard and PayPal. You may check with your insurance company to determine whether they provide coverage. If you are covered, you will be responsible for submitting your receipt and requesting reimbursement from the insurance company. We do not file directly with insurance, Medicaid or Medicare.

How much is shipping?

Our shipping charges are based on the total dollar amount of your order. Please consult our Shipping Policy for more information.

When will I receive my order?

We are committed to getting your order to you as quickly as possible. All orders will be processed quickly and shipped to you by UPS Standard (2 to 5 business days) anywhere in the United States (48 contiguous states, excludes Alaska and Hawaii).

  • Orders placed before 12:30 p.m. Central Standard Time will ship the same day
  • Orders placed after 12:30 p.m. Central Standard Time will ship the following day
  • Orders placed after 12:30 p.m. Central Standard Time on Friday, Saturday or Sunday will ship the following Monday

Currently, we do not ship on the weekend.

Please consult our Shipping Policy for more information.

What is the Rely VIP Autoship Program?

Become a VIP with the Rely VIP Autoship Program. It makes ordering easy, while saving you money. Participation is this program will get you a 5% discount off your order. You select the time frames and quantities and we will make sure it gets sent to you on time. You can pause, cancel or change your autoship order any time prior to the ship date. There is no charge to get set up with autoship and we will never charge a membership fee.

How do I redeem Rely Rewards Points?

Rely Rewards Points are redeemable towards online purchases of full-priced products (non-clearance) on the Site in any increment. You can redeem your Points from the product page, before adding a product to your cart. You may not use Points to purchase recurring orders. Points purchases must be made online on the Site.

When you are logged in and have enough points to buy a product, a "Buy with Points" button will appear below the “Add to Cart” button. When you select "Buy with Points" you will be asked to confirm/change your shipping info. Once you confirm the shipping info., select "Buy" and you're done!

When redeeming Points, you may only “buy” one product at a time. This can be a pack or a case.

20 Points are equal to $1 of merchandise purchase.

What is your return policy?

Your satisfaction is our top priority. Please see our Return Policy for complete details.

Who will deliver my order?

We ship all orders via UPS Standard to provide you with the most efficient delivery service available.

Will I need to sign for my order?

No. There is no need to be present at the time of delivery, and no signature is required.


Customer Service Questions

How do I contact customer service?

Our friendly Product Experts are available Monday through Friday, 8:00 a.m. to 5:00 p.m. Central Standard time, by calling 888-529-2308. Please consult our Contact Us page for more information.

Will you share my information with third parties?

No. We will never share your personal information with third parties. We will only use your information to conduct business with you. See our  Privacy Policy for more information.

Is ordering from your website secure?

Absolutely! Our website employs different security measures to ensure that all your important information is kept safe. We use Network Solution's SSL encryption to protect transmissions of your account and credit card information. View our Privacy Policy for more information.

To maintain this high level of security, never share your password and remember to log out of your account and exit your browser if on a shared computer.

Do you have a catalog?

No. We do not have a printed catalog. All of our products can be viewed on our online store at

Do you have a retail store?

No. We only sell products via this website. We do not have a physical retail store.

How do I contact you?

Rely Medical Supply, LLC
1045 Westgate Drive, Suite 50
St. Paul, MN 55114

Phone:  (888) 529-2308 / FAX:  (888) 838-0403
Monday - Friday: 8:00 a.m. - 5:00 p.m. Central Standard Time
Closed weekends and holidays.