Frequently Asked Questions (FAQ)

We’ve compiled answers to the most common questions in our FAQ, where 90% of our customers quickly find the information they’re looking for.

PRODUCT – About Our Incontinence Underwear

What size should I choose?

To choose the size that suits you best, we generally recommend going with your usual size.

If you're unsure or between sizes, you can go one size up for added comfort.

However, we strongly advise referring to the size guide available on each product page to find your best fit with confidence.

How much do they absorb?

Our underwear absorbs up to 10 oz (300 ml) of liquid — that’s the equivalent of two full cups. It’s more than enough to protect you throughout the day or night, even in cases of moderate to heavy leaks.

The multi-layer technology locks moisture away from the skin and neutralizes odors, giving you long-lasting protection and total peace of mind.

Whether you wear them at home, at work, or overnight, you’ll stay dry, comfortable, and confident — no pads needed.

Are they washable and reusable?

Yes, all our products are machine-washable and reusable. Just toss them in a cold wash and air dry — no bleach or fabric softener needed. They’re built to last up to 5 years.

How do I wash them?

With the right care, your Octipa underwear can last up to 5 years.

Here’s how to wash them properly:

  • Before machine-washing, rinse thoroughly with cold water to remove any excess fluid.
  • Wash by hand or machine on a gentle cycle (max 30°C / 86°F) with mild detergent, ideally using a mesh wash bag.
  • Do not tumble dry. Air drying keeps the fabric absorbent and extends its lifespan.

How long can I wear them?

Our incontinence underwear is designed to be worn all day or all night, offering up to 12 hours of protection.

For heavier leaks, we recommend changing your underwear as soon as you start feeling moisture.

Do I need to wear a pad or liner inside?

No, you don’t. Octipa underwear is fully designed to replace disposable pads and liners — it absorbs leaks and keeps you dry on its own.

Other brands may suggest adding a pad because their underwear lacks proper absorption, but this often causes discomfort and a bulky feel.

With Octipa, everything is built-in for maximum comfort and peace of mind.

Will I feel wet inside?

Not at all. The top layer instantly pulls moisture away and locks it into the absorbent core, leaving you with a dry, comfortable feeling all day.

It’s important to choose the right model for your level of leaks to ensure optimal comfort.

Wearing Octipa feels just like wearing regular underwear — but with real peace of mind.

Does it smell bad?

Not at all. Octipa underwear is designed with anti-odor and antibacterial technology that prevents urine buildup and keeps you fresh — unlike many conventional products that trap moisture and cause unpleasant smells.

Will it feel bulky like a diaper?

No. Our underwear is made with slim, high-performance materials to give you maximum comfort — without bulk.

It feels just like regular underwear, only safer.

SHIPPING & TRACKING – Fast & Reliable

Where is my order?

You can track your order anytime using the tracking link in your shipping confirmation email.

How long does shipping take?

We ship your order within 24–48 hours (Monday to Friday). Delivery usually takes between 6 to 10 business days. You’ll receive a tracking number by email as soon as your package is on its way.

Where is my order confirmation?

Your order confirmation is automatically sent to your email right after your purchase.

If you haven’t received it:

  • Check your spam or promotions folder.
  • If you saw the confirmation page and your payment went through, you might have made a typo in your email — contact us and we’ll correct it.
  • Still no confirmation? Feel free to contact our team by email at contact@octipa.com.

Where can I find my order number?

You can find your order number in your confirmation email.

  • Look for the subject line “Order confirmed”
  • The number usually starts with AU-.

Can’t find it? Reach out to us at contact@octipa.com with:

  • Your full name.
  • The email used for the order.
  • Shipping address.
  • Items ordered.
  • Date and time of purchase.

We’ll help you retrieve it quickly.

My tracking hasn’t updated — is that normal?

Yes, that can happen. Orders are shipped within 24–48 hours (Monday to Friday).

Once shipped, tracking updates may take up to 48 hours to appear.

Please note: some carriers don’t scan packages immediately, but your order is still in transit.

If there’s no update for more than 3–4 days, feel free to contact us at contact@octipa.com and we’ll check it for you.

My order is marked as delivered but I haven’t received it

If your package is marked “delivered” but you didn’t receive it, here’s what you can do:

  • Check all safe delivery spots around your home (porch, mailbox, garage, etc.).
  • Ask your neighbors or building manager in case someone received it for you.
  • Sometimes the delivery status updates a few hours early — it may arrive later that day.
  • Still no sign of it? Contact the carrier using your tracking number for more details.

If you still can’t locate your package, contact our customer support at contact@octipa.com. We’re here to help and will find a solution.

RETURNS & EXCHANGES – Easy & Free

Can I exchange if the size doesn’t fit?

Absolutely. We offer one free size exchange per order — no questions asked.

Are exchanges really free?

Yes. We cover the cost of your first size exchange. Just contact us within 30 days of delivery.

How do I return a product?

You can request a return by contacting us at contact@octipa.com. Please note, we only accept unused and unwashed items in their original condition.

What is your return policy?

We accept returns within 30 days of delivery, as long as the items are unworn, unwashed, and in their original condition.

Due to the intimate nature of our products, we’re unable to accept returns on used items for hygiene reasons.

If you’re unsure about sizing, don’t worry — we offer one free size exchange per order.

To request a return, simply contact our team at contact@octipa.com and we’ll guide you through the process.

For full return and exchange conditions, you can view the detailed policy here.

MANAGE MY ORDER – Update, Edit, or Cancel

Can I change my shipping address?

If your order hasn’t been shipped yet, we’ll do our best to update your address.

Please email us at contact@octipa.com with

  • Your order number (starts with AU-)
  • The incorrect address
  • The correct new address

Once your order has been shipped, we can no longer change the address.

In that case:

  • Wait for the shipping confirmation email with your tracking link
  • Contact the shipping carrier directly to request an address change

Important:

If the parcel is returned to us as “undeliverable,” please contact us to organize a new delivery.

Octipa is not responsible for orders delivered to an incorrect address if the information was provided incorrectly.

Can I modify my order?

If your order hasn’t been shipped yet, we’ll try to accommodate your request.

Please email us at contact@octipa.com with

  • Your order number
  • The change you’d like to make (product, size, etc.)

Please note: our warehouse prepares orders quickly, so modifications may not be possible if the order is already in progress.

If we can’t modify your order:

  • We may be able to cancel it (depending on timing)
  • Otherwise, you’ll be able to return the item(s) once received, following our return process

Can I cancel my order?

If you want to cancel your order, please email us at contact@octipa.com as soon as possible with your order number.

Important:

  • Once the order is shipped or close to shipping, cancellation is no longer possible.
  • If your order is still being prepared, we may be able to cancel it.
  • Once it has been handed over to the carrier, the process is final.
  • You will still be able to return the item(s) once received, using our return procedure.

CONTACT & SUPPORT – We’re Here to Help

How can I contact you?

You can reach our customer care team 7 days a week:

We typically respond within 24 hours.

Customer satisfaction is — and always will be — our top priority. Whether you have a question about our products, your order, or anything else, our team is here and happy to help. We’re committed to getting back to you as quickly as possible, every day of the week.

Do you offer phone support?

We're working on launching a dedicated support line soon. In the meantime, we’re happy to assist you via chat or email.