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Where does the urine go?

The Urine is pulled away from the body by the PureWick™ Female External Catheter. The PureWick™ Urine Collection System pulls the urine through the collector tubing into the collection canister.

How much urine can the collection canister hold?

The PureWick™ Urine Collection System canister should be emptied before volume reaches 1800cc (ml), or as needed.

Does underwear fit over it?

Yes, wearing underwear while using the PureWick™ Female External Catheter can help keep the wick in place-but it’s not necessary.

Can I use it when running errands?

Unfortunately, no because the PureWick™ Urine Collection System needs to be sitting on a flat surface and plugged into an electrical outlet.

Is the PureWick™ Female External Catheter reusable?

No. It’s recommended that the wick is replaced every 8-12 hours or if it’s soiled with feces or blood. Skin should be assessed to see if it’s been compromised and perineal care should be performed prior to placement of a new wick.

How many PureWick™ Female External Catheters do I need?

While everyone’s use of the PureWick™ Female External Catheter may vary, we recommend using a new one every 8-12 hours.

Do I have to keep the canister in a specific location?

The PureWick™ Urine Collection System should be kept on a flat surface. The PureWick™ Urine Collection System is small at 9" x 6.5" x 11 ·-able to fit on most nightstands and tables.

How long is the electrical cord on the PureWick™ DryDoc™ Vacuum Station?

The PureWick™ Urine Collection System has a 12-foot electrical cord.

What if it stops working?

Symptoms:

  • The device does not turn on when external power is used
  • The power switch does not glow when turned on
Check the following:
  1. Check that the power cord is plugged into the PureWick™ Urine Collection System and to an electrical outlet.
  2. Ensure the electrical outlet is functioning by plugging in another electrical device.
Symptom:
  • The device is on but is not suctioning properly
Check the following:
  1. Ensure tubing connections are connected properly.
  2. Check collector tubing for blockage or flow restriction such as pinched or kinked tubing.
  3. Ensure overflow stop valve in collection canister lid is open. The valve floats to the top when the collection canister is full. The stop valve may close if the lid or canister is tipped sideways or upside down. Disconnect tubing and gently shake the lid to reset the valve down to the open position.
  4. Ensure collection canister is sealed with the lid tightly closed.
  5. Verify suction by disconnecting PureWick™ External Catheter from the collector tubing and placing the end of the collector tubing into a cup of water. If water easily flows into the collection canister replace the PureWick™ External Catheter.

There are no serviceable parts in the PureWick™ Urine Collection System. Adjustments or modifications made by anyone other than an authorized representative of BD will void the Warranty. If the PureWick™ Urine Collection System is not functioning properly after performing the troubleshooting steps, the device may have reached the end of its useful life. With normal use, this device shall remain safe for the useful life. Useful life of the PureWick™ Urine Collection System is one (1) year. Do not use the device if it is damaged or defective, including, but not limited to the following:

  • Cracks
  • Separated housing
  • Not suctioning properly or no suction
  • Damaged power cord

If damage is noticed and the device is still under warranty, contact Customer Support at 1-888-201-1586 immediately.

How do I buy the PureWick™ Urine Collection System?

You can only get the PureWick™ System by by calling 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. If you have any questions about shipping and/billing please contact customer service at 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday.

How do I reorder supplies?

You can reorder supplies including the PureWick™ Female External Catheters, tubing and collection canisters by phone 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday by calling 1-800-816-6920.

Do I need to create an account?

Not at this time.

Is the PureWick™ System covered by my insurance or Medicare?

The PureWick™ System is a non-covered product by private commercial insurance, Medicare and Medicaid. Depending on your individual health plan benefits and your medical necessity, your commercial insurance provider may consider covering the PureWick™ System, but there is no guarantee of coverage.

Can I order the PureWick™ System and/or supplies over the phone?

Yes, by calling 1-800-816-6920. Our Customer Care Specialists are available 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday.

I’m a health care provider. Who can I talk to about buying the PureWick™ Urine Collection System commercially?

One of our Customer Care Specialists would be happy to discuss your needs. Call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday to get your questions answered.

Can I track my order?

One of our Customer Care Specialists can help you track your order-call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

Can I make changes or cancel my order once it's confirmed?

One of our Customer Care Specialists will look into making changes to your order-call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

How will the charges appear on my credit card?

A charge from Liberator Medical Supply, Inc. will appear on your bank statement after purchase.

What if my PureWick™ system is damaged when it's delivered?

If your PureWick™ System arrives damaged call our Customer Care Specialists at 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday to detail the damages and find out how to get a replacement. Please have available what item(s) you ordered as well as shipping and billing information.

What if my order never gets delivered?

One of our Customer Care Specialists will review the details of your order and help to track it-call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

What is the return/exchange policy?

There is a 1-year warranty on the PureWick ™ Urine Collection System. Any unopened items may be returned within 30 days from the date of purchase, subject to a restocking fee of 15%. If you need to return PureWick ™ System supplies contact customer service at 1-800-816-6920 9AM to 9PM EST Monday-Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

How do I return or exchange my PureWick™ System?

If you need to return PureWick™ System supplies contact customer service at 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

How soon will I get my refund?

If you're receiving a refund after we have received your item, it may take an additional 5-10 business days to fully process your return and issue your refund.

Is shipping free?

Orders over $100 ship free of charge.

How much does shipping cost?

For orders under $100 a standard shipping fee of $9.95 will be applied to your order at checkout.

Can I track my order online?

Not at the moment but one of our Customer Care Specialists can help you track your order-call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

Where can I find my order number?

You can find your order number in the confirmation email sent to the email address provided at checkout. If you can’t find your order number call one of our Customer Care Specialists at 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday. Please have available what item(s) you ordered as well as shipping and billing information.

Get in touch

If you would like to speak with a Customer Care Specialist to get any of your questions answered call 1-800-816-6920 9AM to 9PM EST Monday–Friday and from 9AM to 3PM EST on Saturday.