FAQs

There are various ways you can help secure your CGM,
depending on the device and the type of skin you have.

Barrier wipes/creams/sprays: 
These can be useful for sensitive skin, or skin that is resistant to
adhesives. Examples are Cavilon, Skin Tac and Skin Glu.

Adhesive patches: There are many types of adhesive patches
available that either go around or over your sensor. All of our adhesive
patches are hypoallergenic, but this does not mean that they are suitable for
everyone as none can be guaranteed completely allergy free. All of the patch
manufacturers use slightly different adhesives, but they are all latex free.

We find that people with oilier skin seem to struggle most
with keeping their sensors secure. This also applies to people in warmer
temperatures or those that exercise frequently. In this case, we recommend
making sure the area is clean and dry before inserting the sensor, and free
from lotions and creams such as sun cream. Some people find that alcohol wipes
before inserting the sensor are also helpful, but this can cause irritation if
used too frequently.

It is important to wait as long as possible after inserting
a sensor to get it wet, to give the adhesive a chance to adhere properly. We
find the applying after a shower and before bed the best for us personally.

Armbands: we stock both lycra armbands and elastic armbands
for securing sensors for a secure hold without adhesives, these may be more
suitable for sports or for sensitive skin.

Firstly, we know that the first trip away with Diabetes can
seem daunting, but by being organised this can take the initial stress levels
down!

We have created a packing list for travel with T1:

• Insulin - of course, but you'd be surprised how easy it is to forget when you leav eit in the fridge instead of packing it - speaking from experience here! Leas a reminder post-it on the front door so it's the last thing you see before you leave! Either pens, cartridges, vials or all 3 depending on your situation.
• Frio for Insulin - handy if you are travelling to hot or cold climates, or do not have access to a firdge in your accommodation.
• Pump infusion sets/spares pods/insulin pens - Have enough for 2-3 times the time you are travelling so you are covered in case of delays or equipment/adhesive failures.
• Needles for pens if applicable
• Lancets & lancing device
• Blood glucose meter - most people have a CGM these days, but in case it fails or the reader/phone has an issue, alreadys travel with a BG meter.
• Test Strips
• Ketone Meter & test strips - in caase of illness/sunstroke/pump failure
• Spare CGM sensor (and Transmitter if applicable )
• Charger for devices ( if applicable )
• Adhesive Patches for pump/CGM
• Skin Tac
• Glucagon
• Hypo treatments
• Letter from clinic confirming diabetes diagnosis and that you are travelling with above items
• Letters from CGM/pump suppliers for airport security
• Copy of prescription
• Low carb/slow acting carb snacks for travel

Please see our video on using the Mysharps travel sharps
bin, or scan the QR code on the product label to access this video.

The sharps bin is designed to be used to dispose of used
needles, test strips and lancets.

To dispose of the pen needle, first remove the larger plastic needle cap, place the pen in the top of the hole with needle
still attached, and use the sharps bin to grip the needle and twist it off into
the sharps container.

The container will hold around 25 pen needles.

Yes of course! We offer these products in singles, so you
can try them out, or in multipacks to make the biggest cost savings.

We also offer a subscription for both Lift Glucose products
and you can choose the frequency of the deliveries, pause, restart, amend and
cancel at your own convenience. You will no longer be wishing you’d remembered
to stock up before that trip away or before the start of the school term!

Yes we do! If you have a newly diagnosed T1D in your life, and aren’t sure how to help them, consider a gift card that they
can use either for the essentials or for a treat once they have worked out what
they need to make life easier with Diabetes.

Do you celebrate a diaversary (anniversary
of your diagnosis, to celebrate what you have come through since then)? If so,
perhaps friends and family would like to acknowledge this with a gift card so you can treat yourself to a new kitbag, cute patches or new medical alert jewellery.

Gift cards are e-cards and immediately redeemable once activated, full instructions are sent via email.

We often get asked how to protect devices while on holiday, so here's a run down:

We haveprotective casesfor your Pod, pump or pump controller and adhesive patchesto help secure your CGM/pump.

If you need a travel bag to keep all of your kit safe while on the move, please check out our selection of travel bags

Don’t worry, full instructions are included with every Frio wallet. But here’s the activation instructions in case you misplace them or forget to pack them!

Each FRIO pouch consists of an inner wallet and an outer cover.
The inner wallet contains our specially developed crystals which activate when immersed in water, expanding into a gel and remaining cool for a minimum of 45 hours.

To activate your FRIO simply immerse the inner wallet in
water for the time specified on the instructions which can be as little as 5 minutes. Then simply pat the inner wallet dry with a towel and insert it into
the outer cover. Then you are good to go!

The FRIO® travel wallet is an evaporative cooling unit
purposely designed to keep insulin cool within safe temperatures of 18-26°C
(64.4-78.8°F) for 45 hours minimum, even in a constant environmental temperature of 37.8°C (100°F). The wallet can be ‘re-activated’/ ’topped-up’ to provide continuous safe storage conditions for subsequent periods of 45 hours minimum for up to 28 days (one month).

Note: 28 days (one month) is the life of in-use insulin. The wallet is reuseable.

Note: insulin must be at the manufacturer’s recommended temperature before being placed in the FRIO® wallet. Please check the manufacturer’s information leaflet for your specific medication.

Instructions - Please Follow Carefully

Note: It is
imperative that immersion is time is strictly monitored and adhered to so that the correct amount of water is absorbed. Over-soaking renders the wallet unusable. Should this occur, the wallet must be allowed to dry naturally until
it returns to usable size.

Mini

2-3 minutes

Individual

8-10 minutes

Duo

8-10 minutes

Pump

8-10 minutes

Large

12-14 minutes

Extra Large

15-19 minutes

2. Whilst soaking, gently manipulate the wallet to spread
the crystals evenly throughout. The gel formed as a result of soaking should fill the panels but should not expand to the point where the panels become rigid. The activated wallet should remain pliable.

3. Leave the wallet to drain for 15-30 minutes to allow gel
formed to absorb any excess moisture from the fabric (the panels will continue to expand slightly after removing from the water). Gently towel dry using a paper towel.

Note: Care should be taken when towel drying your
FRIO® wallet after immersion in water as there may be slight colour loss from the fabric of brightly coloured wallets.

4. When semi-dry to the touch, place medication in the
activated wallet and then place the wallet in the outer cover.

For continuous safe storage the FRIO® inner wallet
should be re-immersed in water every 45 hours or sooner if the quantity of gel
reduces and starts to return to its crystal form, i.e. crystals can be felt in the panels. When in continuous use, subsequent immersion periods will be
shorter as the crystals will be continuously in gel form, i.e. 2-4 minutes will suffice (depending on the size of the wallet).

DO NOT CARRY OR STORE IN AN AIRTIGHT OR WATERPROOF CONTAINER WHEN ACTIVATED

The FRIO® travel
wallet is an evaporative cooling unit – it needs to breathe and to be in
contact with air. The Cambrelle® outer cover allows this to happen, enhancing the stability of the wallet’s temperature. Carrying in hand luggage or in your pocket is satisfactory.

Insulin stored in FRIO® wallet can be transferred to a
refrigerator when one is available. DO NOT place the FRIO® wallet in a refrigerator for risk of damage. DO NOT place the FRIO® wallet in a freezer as the fabric may become damaged due to moisture in the gel causing it to stick to the freezer shelving.

Drying Out, Cleaning and Storage

When not in use, remove the inner wallet from the outer
cover and allow to completely dry out naturally until the gel returns to crystal form. To keep the crystals separate, give the wallet an occasional
shake whilst drying out.

Note: The drying out period can take 2-4 weeks
depending on the environmental climate.

To accelerate the drying out period, various methods can be used: 1) Place wallet near a heat source such as a radiator or in an airing cupboard 2) Hang the wallet on a clothes line if the weather is suitable 3) Leave the wallet on a window sill in a sunny position; shaking at intervals will help. DO NOT PLACE THE FRIO® WALLET IN A TUMBLE DRYER!

The outer cover of
the wallet can be washed in warm water using a very mild detergent. The inner wallet can be spot cleaned by using a soft bristle brush (i.e. soft toothbrush or nail brush). Dip the brush into slightly soapy water and spot clean the
wallet. You can then rinse the wallet under running water without damaging the
crystals inside. Alternatively, you can use a non- bleach anti-bacterial cleaning spray or an anti-bacterial kitchen or baby wipe to clean your wallet. DO NOT PLACE THE FRIO® WALLET IN A WASHING MACHINE!

Store your FRÍO®
wallet in a dry place until you next wish to use it. These instructions are only a guide. Due to varying climatic and environmental conditions around the world, FRIO® wallets will respond differently according to location. If
activated and used sensibly they will continue to respond to your needs over a long period of time. With age, the length of immersion time will increase but as long as the crystals expand into a gel the wallet will function properly.
When the crystals fail to expand the wallet will need to be replaced.

Please check your despatch confirmation email for tracking information if you have chosen tracked shipping. Because some of our products are handmade, we may need about 3-4 days to pack and ship your full order. Orders placed after our afternoon cutoff will ship the next business day.

Our shipping rates are determined by location and the total weight of your order. Shipping rates will be calculated and displayed at checkout.

Reach out! Visit our contact page for any information regarding your order. We’re happy to answer questions about Orders, Order Modifications, Shipping, Returns, & Cancellations.

If you’re not happy with a certain product, that’s okay! We just ask that returned items be 100% intact and returned in their original packaging. You can return items up to 30 days after the date it was shipped.

* Exclusions apply. Please check our terms and conditons for full returns information

We can certainly assist you with this. If you have selected standard shipping and wish to upgrade to express shipping, please get in touch via phone or email sales@diabeticsupply.co.uk and we can help.

Please check your despatch confirmation for tracking information. For other queries, please drop us a message and we will be able to assist you.

Diabetes patients are eligible for VAT exemption on certain products, and here at Diabetic Supply we're keen to pass these on correctly.

In order to receive the VAT exempt prices, you will need to complete the VAT exemption form found here on our website.

PLEASE NOTE: We can only exempt you if you have registered a customer account with us.

As an online business, our telephone lines are open Monday - Friday between 9:30am until 4:00pm.

Please note: We are closed on weekends & UK bank holidays.

Other ways to contact us are via email at sales@diabeticsupply.co.uk or on our social media channels like Instagram or Facebook.

We've always provided every product we sell with the best possible price to keep affordability in mind...with that said, we occasionally offer sales and discount codes to our customers who opt in to marketing. You can join our email list & DS rewards programme here.

Thanks for asking! Here's the story of Betes the Axolotl

Feel free to drop us a message via email at david@diabeticsupply.co.uk