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About Us & Policies

PROTEX has been fulfilling your incontinence needs since 1994 and we are the proud retailer of high-quality products from the United States and Canada. Our pants have been loved by customers for years, offering a level of confidence and security like no other. To reflect the diverse needs of our customers we maintain a wide variety of diapers, diaper covers, and incontinence accessories to fit your lifestyle. Our product sizing is unisex, so anyone can wear them.

We ship products worldwide, every day, to people just like you. When you place an online order with us, you can depend on our secure server (and discreet packaging) to protect your privacy. Phone orders are also welcome, with either a credit card or a money order. We do not store your private information, and we will never share your information with anyone. Ever.

We are is committed to providing the customer service you expect and deserve. Whether you are an individual or a caregiver, you have questions, and we have answers. We are available by email or phone to assist you with guidance and recommendations for all your incontinence needs.  

CONTACT US

Matt runs the business operations and technology for Protex Medical while Allison manages the daily orders, customer service, and product inventory.  We're excited to continue growing the business and product lines while still keeping a small, family-owned, personal touch. 

The BEST way to reach us is via email at protexforlife@myprotex.com. We check the email 7 days a week, and can easily message back, so this is the quickest way to have a question answered.

You may also call us at 210-201-2164. We are available to answer your call Monday through Friday, 9am - 4pm CST (Allison takes a break for lunch 12-1). This is a private line, so please feel free to leave a detailed voice mail. Most times you will hear back from us within 12 hours. Please note that we will be unavailable during all major holidays. 

REFUNDS/RETURNS/EXCHANGE POLICIES

We want you to be 100% satisfied with your purchase. If you are not, please contact us immediately after receiving your order so that we may help to make things right. Upon receipt of your order, please check your shipment carefully. All errors need to be reported within 2 days of receipt. If MyProtex has made an error, we will correct it at no additional charge to you. We will refund or ship the item at our discretion; original shipping costs are non-refundable.
Please note that any products that have been WORN, WASHED, or USED are not eligible for refund or exchange.

OUR MATERIALS
Our pants are made with innovative materials, from Gary Manufacturing, including vinyl Softwear ™ and Euroflex ™. Both of these vinyls are Non P and REACH compliant, meaning that there are no phthalates and that our products can be sold in European countries. Our flannels are 100% natural cotton fibers allowing for maximum absorption and comfort. We also work closely with Rearz in Canada to supply some of their products to you here in the U.S. 

PRIVACY
Your privacy is very important to us. We do not sell your information to third parties, ever. When placing an order, be assured that your purchase will arrive in a discrete shipping package with a return address of “PM” and if we need to call you to clarify an order, we will not leave a detailed voicemail unless you specifically tell us that is ok to do so. We do not save your credit card information unless you chose to do so.

SHIPPING
When paying via CREDIT CARD, we will immediately prepare your order. If you have shared an email address with us, we will send a shipping confirmation email on the day your order ships with a tracking number. Orders placed after 2:00 p.m. will be shipped the following business day. Please save all shipping and packing materials in case there is a problem with your order.

When paying via MONEY ORDER, we will immediately prepare your order. Items will be shipped after we have received the money order for the correct amount. Please note that after 7 business days, we will restock your items if we have still not received payment.

INTERNATIONAL ORDERS: Please email us, including: Your Name, Full Address, Email, Product #, Size, and Quantity.

Shipping for International Orders is 7-28 Business days (not consecutive calendar days). This can also vary depending on shipping delays that we have no control over (even taking up to 3 months for a package to arrive). 

International shipping can be anywhere from $25-40, depending on the weight of the shipment and destination. For quicker shipping, the shipping cost increases. 

Once the shipment leaves us, the Customer is required to pay any customs fees or taxes on incoming packages. Check with your mail delivery service before ordering if concerned about expensive customs fees. 

COPYRIGHT
The material on this site including images and logos may not be reproduced, distributed, proxy cached, copied or otherwise used without the expressed written or typed permission of MyProtex. Violators will be prosecuted.