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Medi-Cal Recipient FAQ’s

Answers to commonly asked questions can generally be found in our KKMS Service Agreement.

Here is a list of Frequently Asked Questions:

1) How long will it take to receive my order?

If you are a Medi-Cal patient, DiaperFetch by KKMS will have to process the necessary paperwork with various state agencies and obtain approvals before you order will be released for delivery.  It can take a minimum of 2 weeks to a maximum of 8 weeks to get approval depending on the type of Medi-Cal coverage that you have.

Please contact our friendly customer service representatives and ask them to run your eligibility online. This will allow us to give you a more realistic time frame based on your particular situation.

2) When will my order arrive?

DiaperFetch by KKMS delivers by area in the same order each month. You can call the office at 1.800.971.1034 before you first order and get the delivery day. After the first delivery, you can expect your order to arrive approximately the same day every month.

3) How do I make an address change?

Please call us at 1.800.971.1034 , e-mail us at contact@diaperfetch.com, or fax us 408.971.6665,  with address changes ASAP.  You must notify us of the address change IN ADVANCE before you move, or we may deliver the order to your old address, and you will be responsible for retrieving it from there.

4) How do I make a change to my incontinence supply order?

Please contact the office by phone, fax, or e-mail.  For Medi-Cal patients, changes may not occur right away due to the paperwork approvals required. In this case, the staff will ask you if you would like to hold your order for the change or if you would like to continue receiving the old size while we are processing the paperwork.

5) Do I need to call in each month to order supplies?

DiaperFetch by KKMS can put you on a regular monthly delivery which will occur at the same time each month or you may be put on a “Hold for Call” basis in which you must call in your order every month. Regular monthly deliveries are recommended because you do not want to run low on your loved one’s incontinence supplies. You are always welcome to come into our office to pick up supplies if you should run out or forget to order in time for the monthly delivery.

6) What if I am not home to receive the delivery?

If you are not at home at the time of delivery to sign the delivery receipt, we will leave the deliveries on your porch, if the driver feels the area is safe.  You may also indicate another safe area where you would like the deliveries to be left, and we will notate that in the delivery remarks.

7) How do I make a complaint?

DiaperFetch by KKMS hopes that our customer service exceeds your expectations, but if you feel that you need to make a complaint, please contact the office at 1.800.971.1034 and ask for the Customer Service Supervisor.  We will try our best to resolve the problem to your satisfaction.

8) Can I walk-in and pick up supplies at your store?

Yes. Walk-ins are always welcome. It is recommended that you call the office first before coming in so that we can have your supplies ready for you and process the necessary Medi-Cal eligibility, if applicable.  Our address is 165 Lewis Road, Suite 10, San Jose, CA 95111. Our hours are from 7 am-3:30 pm (M-Friday). We are closed on weekends.

9) Does DiaperFetch by KKMS sell products online?

For Medi-Cal recipients, it will still be necessary to contact our office in order to set up deliveries.

10) Where do I locate your HIPPA Notice of Privacy Policy? 

You can locate the most current update at this link: http://www.diaperfetch.com/privacyrights/.