FREQUENTLY ASKED QUESTIONS

PADS & UNDERWEAR

Do your products make me look like I belong in a nursing home?

No way. Plenty of other guys already have that covered.

Which product should I choose?

It depends on you and your leaks. Different strokes, as they say. No matter what product you choose, we’ve put it through the wringer. We’re overachievers and we wouldn’t sell you anything that wasn’t up to our standard.

Plus, every Lily Bird subscription starts with a trial because you should get exactly what you want. If the trial doesn’t do it for you, just cancel or change things up before your first full shipment.

Want a personalized recommendation?

Take this quiz. Or, start with one of our popular product combos. If you’re still not sure, get a sample pack with a little bit of everything. It’s like getting the sampler platter at your favorite restaurant. But less edible.

What size underwear do I need?

Size matters. Below is a chart to help. Heads up that our underwear runs on the small side but we’re working on larger sizes. Let us know if you want to be notified when they’re available and we’ll send you a message in a bottle.

Size

Hip

34-40”36-46”

Pant Size

2-108-16

How long and wide are your pads?

Below are the length and width of each pad we carry. The widths are a range because our pads are wider in the front and back than they are in the middle so that they fit your curves. There is also a little non-absorbent material at the front and back of the pad that is not included in the lengths.

LightModerateModerate PlusSuperMaximum

Length8.25”10”11”12.5”13.75”

Width2.25” - 2.75”2.67” - 3.25”2.67” - 3.25”2.67” - 4”3.25” - 4.25”

How much do your products absorb?

Our pads come in 5 different absorbency levels so you can choose the one that fits your leaks best.

	AT ONE TIME	TOTAL
Light	1/4 cup	1/2 cup
Moderate	1/2 cup	Up to 1 cup
Moderate Plus	Up to 1 cup	2 cups
Super	Up to 1.5 cups	3 cups
Maximum	Up to 2 cups	3.75 cups

Our underwear is all maximum absorbency.

	AT ONE TIME	TOTAL
Underwear	2 cups	4.25 cups

Can I try before I buy?

Yep. In fact, we insist you do. That’s why every subscription starts with a $1.99 trial. Shipping is 100% free. We’re not your mom, so we think you should get exactly what you want. Like ice cream for breakfast. If the trial doesn’t work for you, you’ll have time to cancel your subscription before your first box ships.

I’ve already got some pantyliners/maxi pads under my sink. Can’t I just use those?

No, please don’t. The short story is that blood and urine are very different. Menstrual products can make your leaks leak, your skin burn, and your nose say "pee-ew." (Wait, your nose can talk?). Do yourself a favor and get a product made specially for bladder leaks.

The longer story? Period pads and pantyliners don’t absorb as fast so they’re more likely to feel wet and pee is more likely to end up down your leg. Plus, pads for bladder leaks neutralize the acid in urine which helps with odor and skin irritation. Check out this blog post for more on why you don’t want to use a pantyliner for leaks.

What are your products made out of?

While the details are top secret, Lily Bird products include multiple layers of super comfy, super absorbent materials. They wisk urine away faster than a speeding bullet.

Are your products hypoallergenic?

No. But they don’t contain latex, either.

Are your products scented?

Nope. We leave fancy scents to Mother Nature. Our odor control technology works without perfumes since fragrances can cause skin irritation.

What do I do with these things after I wear them?

Toss in the trash. Don’t flush. The fishes -- and your local water processing plant -- will thank you.

Can I find your products in a store?

Nope. And that means there’s no risk of running into Maryanne from the kids’ school or Jim from the office (your office, not The Office. Not that you’d want either). And no puzzling over piles of fancy packaging.

Where are these things made?

Our bladder leak products are all made in North America from high quality ingredients free of latex and allergens.

CLEANSING CLOTHS

How big are your cloths?: Size matters. We get it. The cloths in our regular package are 7.5 x 6.5 inches. Our individually wrapped cloths are 7.8 x 5.7 inches.
What are Lily Bird wipes made out of?: Our wipes are made with aloe, chamomile, and a coconut-based cleanser to gently clean and help moisturize. Plus, they’re free of naughty stuff like color, alcohol, latex, aluminum, sulfates, parabens, and phtalates. If you want to get into the nitty gritty, here are the ingredients: Water, Glycerin, Cocamidopropyl PG-Dimonium Chloride Phosphate, Sodium Benzoate, Tocopheryl Acetate, Aloe Barbadensis Leaf Extract, Chamomilla Recutita (Matricaria) Flower Extract, Citric Acid.
Do Lily Bird cleansing cloths have soap in them?: Nope, we’re 100% soap free.
Are Lily Bird cleansing cloths hypoallergenic?: Yes’m they certainly are. Leave the irritation to spouses, kids, and pets.
Are Lily Bird cleansing cloths pH balanced?: Yep. We’ll help you stay in balance, just like Mother Nature intended.
Are these Lily Bird cleansing cloths scented?: Nope. Go smell the roses, not these cloths.
What do I do after I use a Lily Bird cloth?: Most pipes love these flushable wipes. But, not all toilets get along with cleansing cloths, even if they’re specifically designed to be flushable. Flushing is a no-no if you’re on an airplane or in an RV, for example. So, no matter how much you hate United Airlines, please don’t flush on their planes. And make sure you follow the flushing instructions on the package to avoid a back-up. We recommend one wipe per flush to keep things flowing. And if you notice an issue, toss ’em in the trash instead.

Want to get technical about it? Independent lab testing shows these wipes meet INDA Flushable Product Guidelines. Not all systems can accept flushable wipes. Ignoring Disposal Instructions may lead to clogs, property damage, or regulatory violations.

Do not flush if:

1. Violates local rules
2. Using RV, marine, or aviation system
3. Using macerator toilet or household pump
4. Fat or grease are put in any drain or you are unsure of system capability

Flushing Ok if:

1. Permitted by local rules
2. One wipe per flush
3. No history of clogs or back ups
4. Septic follows EPA schedule for alternative systems (annual inspection & pumping)

If a problem is noticed, dispose of in trash and stop flushing.
How do I use Lily Bird cleansing cloths?: Using our cleansing cloths is easy as pie. If you’ve used toilet paper, you’re already a pro. In other words, only use each cloth once. And external use only.
How am I supposed to clean down there?: Gynecologists recommend gently daily cleansing with unscented, pH balanced products that contain no harsh soaps or chemicals.
How do I make sure Lily Bird cleansing cloths don’t dry out?: Our regular pack comes with a fancy plastic lid that keeps all the good stuff in the package.
Why are Lily Bird cleansing cloths more fragile than others I’ve used?: Most wipes out there aren’t flushable even if a lot of people toss them in the loo (which makes your local water and sewer people very grumpy). Lily Bird cleansing cloths break down when flushed and agitated, so that makes them a bit more delicate outside of the sewage system, too.
Can I use on other parts of my body?: For sure. Even though these cloths are specifically designed for intimate areas, they work just fine on the rest of you too.
Where are these things made?: The regular packages of cleansing cloths are made just outside of Milan, Italy (doesn’t that sound fancy?). The individually wrapped cleansing cloths are made in North America.

Your Plan

How does my subscription work?: It’s your leaks, your rules. You pick the product (or a combo, if you’re feeling fancy) and how often you need them sent. We send you a trial and then ongoing shipments of whatever products you’ve chosen. You can even adjust things as you go, adding or skipping shipments to match your spritz schedule. You call the shots.
Am I going to forget I have this subscription and end up with a bunch of charges on my credit card?: We get it. Some subscription companies can be sketchy. Pretty soon they’ve charged you a ton without you even knowing it. We promise we're not like that. We hate those guys too. With Lily Bird you’ll get an email 3 days before every shipment goes out so there’s plenty of time to make changes. If you want to cancel or change your shipments, just call us at (833) 444-9477 or email hello@mylilybird.com. You can also make a lot of changes yourself in your online account.
Is it free to join?: Of course. No silly membership or initiation fees here.
How can I change my subscription?: Give us a jingle at (833) 444-9477 or hello@mylilybird.com. We’ll get things adjusted for you pronto. You can also make a lot of changes yourself in your online account.
I misjudged how many products I need. How do I change this?: No biggie. We know that leaks sometimes have a mind of their own. Give us a ring at (833) 444-9477 or email hello@mylilybird.com and we can switch things around for you. You can also make a lot of changes yourself in your online account.
What if I don’t need more products?: Skipping out on a shipment here or there is no problem. Your wish is our command. We’re only a call away at (833) 444-9477 and hello@mylilybird.com. You can also skip upcoming shipments in your online account.
What’s the deadline to skip my order?: Skipping (or un-skipping) an order is easier than skipping to the loo. Just call us by 5pm Pacific the day before your subscription renews or skip the shipment in your online account. If you skip after midnight on your renewal date, your order may have already processed. But call us anyway because we may be able to stop our warehouse elves before they drop your package in the mail.
What if I need some extra products or if I need more products before my next box is scheduled to arrive?: Sure thing, you’ve got it. Call us at (833) 444-9477 or email hello@mylilybird.com and we’ll send it your way pronto.
Can I buy in bulk?: Yep. We typically ship in packages of 60 or 90 but we’re super flexible so just let us know what you need. You can add shipments if you need to stock up before vacation, for example. Send us a postcard from that fancy trip you’re taking, won’t you?
I’m taking a trip and want to send you a postcard. Where do I send it?: We can’t wait to add yours to our collection. Here’s where we get our snail mail: Lily Bird, Inc., 421 Holcomb Avenue, Reno, NV 89502
What’s in the trial?: The first box in your subscription is a trial which is 10 samples of any pad or underwear product that is part of your regular shipment. If you add cleansing cloths to your trial, you’ll get a pack of 32.
What’s your cancellation policy?: You can cancel your subscription any time. Yes, really. We’re not one of those companies that makes it impossible to cancel or makes you shell out the big bucks just to break up. Promise. We hate those guys, too.
How do I cancel?: Holler at us at (833) 444-9477 or hello@mylilybird.com and we’ll put a stop to everything. And by everything we mean your subscription.
Is there a charge to re-subscribe after cancelling?: No, but we’d recommend that you skip a shipment instead. You wouldn’t want to cancel Christmas, after all.
What's your return and refund policy?: Because of the intimate nature of our products, we can’t accept returns for any open bags of products.

If you decide you don’t want a shipment while its still on its way to you, the best approach is to refuse delivery of the shipment. That will get the box on its way back to us. Once we receive the box, we will refund your payment, minus a $9 restocking fee.

If you’ve already received the shipment, you have two options. The first option is that you can donate the products to a local organization that helps those in need, such as a women’s shelter. If it’s been less than 30 days since you received the shipment, your second option is to mail back any unopened bags of products. Once the return arrives to us, we will refund your payment, minus a $9 restocking fee and the cost of the prepaid label, if we provided one to you.

On The Money

How can I pay?: We take most kinds of plastic. Not like Saran but, you know, the money kind. Any major credit or debit card will do the trick. Not into plastic? We take Paypal too.
Can I use my HSA or FSA?: Like most things in life: it depends. Our pads and underwear are HSA and FSA eligible but our cleansing cloths aren’t. Check with your HSA or FSA to confirm what they cover. We recommend using your funds by submitting for reimbursement so you can separate out which items are and aren’t HSA or FSA eligible.
Do you take medicare or medicaid or any other kind of insurance?: We don’t, unfortunately. But we put together this helpful guide about using insurance for bladder leak products. For medicare or medicaid, try giving your local state medicare or medicaid office a shout (not literally, we don’t want you to lose your voice). Often they’re picky about which products they’ll reimburse for.
How can I update my billing info?: Drop us a line at (833) 444-9477 or hello@mylilybird.com and we’ll get it done. Or, update your payment information yourself in your online account.
When do you charge me?: We charge just after midnight on the day your shipment says “Adios!” to our warehouse and grabs its one-way ticket to your front door. 👋
Do you charge sales tax?: Only in Nevada and Kentucky. Sorry to collect your silver, but we’re rule followers over here and the Feds say we have to.

Zippy Shippy

How often do I get a shipment?: Our default shipping schedule gives you one of each pad or pair of underwear each day. But, we’re as flexible as a gold medal gymnast, so just let us know what you need.
What shipping carrier do you use?: Like most things in life, it depends. If you can only accept packages from certain carriers (like the tall, dark, and handsome ones? Us too.), let us know and we’ll waive our magic wands.
I moved. How do I update my shipping address?: Congrats on the new digs. Drop us a line at (833) 444-9477 or hello@mylilybird.com and we’ll make sure your next shipment goes to the right spot. You can also update your shipping address yourself in your online account.
Do you ship to P.O. boxes?: Yep, we can ship a box to your box, no problemo.
Where do you ship?: Anywhere in the 50 Nifty (that’s the U.S.).
Is a signature required?: Nope. Keep on keepin’ on.
Can I track my shipments?: When your shipment leaves our warehouse, you’ll get an email with tracking information. You can also always give us a jingle at (833) 444-9477 or hello@mylilybird.com and we’ll fill you in faster than a Sudoku. And, you can additionally track your shipments yourself in your online account.
How fast do you ship?: We’ll have your trial to you in two shakes of a lamb’s tail. And if you don’t know any lambs, that’s in 3-4 business days. Most full shipments should arrive in 3-4 business days or less, except to eastern Montana or parts of South Dakota.
My shipment is all messed up. What should I do?: Ugh, sorry. Hop on the phone or bounce on over to your computer. We’re all ears for you at (833) 444-9477 or hello@mylilybird.com. And we’ll fix whatever’s wrong quick like a bunny.
How much does shipping cost?: In the contiguous United States: Nada. Zilch. Zero. As in, $0. To our friends in Alaska and Hawaii, shipping is $5.99.

Private Parts (aka Privacy)

How do you secure my family’s jewels?: There’s nothing worse than untangling a mess of credit card fraud or a stolen identity. That’s why we use top secret crime fighting skills to make sure the bad guys don’t get your goods. And by goods we mean things like your passwords and payment info. Get your mind out of the gutter. If you wanna get technical, we’re Level 1 PCI DSS compliant. And if you really want in on #nerdnation, check out our privacy policy.
How do you use my information?: Leaks aren’t exactly something you want to sing about from the rooftops. We get that. That’s why we only use your personal information to provide you with top notch service. Buh-bye, 3rd parties, nothing to see here. If you want the deets and enjoy lawyer speak, check out our privacy policy.
Who else trusts you? CIA? FBI?: Well, we aren’t buddy buddy with the CIA or FBI quite yet, but these other guys have checked us out and gave us a big thumbs up. According to their special agents’ reports, we are “rock solid.”