Ordering & Delivery FAQ's
Q: When is Independence Australia Health Solutions open?
A:
Our Customer Services Team are available Monday to Friday 8am to 6pm EST. Our showrooms are open Monday to Friday 9am to 4pm EST.Q: Can I get help to select the right product?
A:
All our Customer Services staff are trained to a high level and can provide sound product advice. The team includes a Continence Nurse Advisor as well as staff that are regular users of the products that we provide. Our staff keep abreast of new products and technological changes through a rigorous in-house training programme provided by our suppliers and manufacturers.
Our Continence Nurse Advisor is happy to provide you with a free continence assessment and is available to answer any questions you may have about continence and product selection.
Q: Is there a minimum order quantity or value?
A:
No. You can order as little or as much as you require. All our products are available in the smallest units possible.Q: Where can I find the price of a product?
A:
Our online shopping facility has up-to-date product and price listings. You can also contact our Customer Services Team for a quote over the phone.Q: Can I view items before I buy?
A:
Yes you can. Independence Australia Health Solutions has showrooms in every state capital where you are welcome to review the products that we offer. We will also send you, free of charge, samples of most disposable products. Finally, our online shopping facility contains images of the products we carry.Q: If I forget to place a required item on my order can I add it later?
A:
Yes as long as it is in the same day you may add to your order up until the time your order is dispatched from Independence Australia Health Solutions. If your order has been dispatched then your request can be treated as a new order and dispatched accordingly.Q: What is a Back order?
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A backorder is an item that is currently out of stock.Q: How will I know if any of my goods are on back order?
A:
The Customer Service operator will advise you by phone or email of stock availability when you place your order. Your invoice also has a column that shows the quantity on back order (Qty Back). If you require any information about the goods on back order please contact our Customer Service Staff on 1300 788 855.Q: How long will it take for my order to arrive?
A:
This will depend on the location where the goods are to be delivered and the method of transport used. If you are requesting delivery in a Metropolitan area and your order is placed by 12.00pm you should receive your order the next day. Same day delivery can be arranged. Those areas outside the Melbourne Metropolitan could take between 48-72 hours. Overnight express can be arranged for urgent deliveries.Q: Can I get same day delivery (Urgent delivery)?
A:
Yes, if you live within the courier boundaries of a Metropolitan area, other areas can be satisfied by overnight express. If you require further information please contact our Customer Service Staff.Q: Do you have set delivery times?
A:
No, as delivery companies are third party contractors we generally have no control on delivery times. These companies will service your area at least once a day and up to four times per day.Q: What will happen if I'm not home when my order arrives?
A:
Normally the transport agent will leave a card advising that they attempted delivery but no one was home to accept delivery. This card will have a contact number for the transport agent whereby you can arrange re-delivery.
We also have the provision for you to tell us where you would like the goods to be left if you think you may not be home eg. "Please leave on verandah if no one is home" etc. This message will be passed onto the delivery agent. Any other special delivery instructions should be provided when placing your order.
Q: Can you send the products and invoice to separate addresses?
A:
Yes Independence Australia Health Solutions specialise in billing and delivering to different addresses. Simply specify your requirements when you place your order. A delivery docket will still be sent with your order, however the invoice can go anywhere you require.Q: Can I check where my order is?
A:
You can check the status of your order at anytime during working hours by contacting one of our Customer Service Staff on 1300 788 855 or email customerservice@independenceaustralia.com Please have your customer number and order details on hand when you call, this will assist us to expedite your enquiry.Q: How do I pay for my goods?
A:
Payment options include over the counter at any Australia Post office, with major credit cards, or by cheque, BPay or POSTbillpay. Payment for goods is required within 14 days of receipt of invoice.Q: Can I pay my account via the courier?
A:
No you can only pay by the described methods on the back of your invoice. We do not accept C.O.D.Q: The BPay (293480) and POSTbillpay (2368) numbers on my invoice are for ParaQuad Victoria not Independence Australia Health Solutions. Will I be paying the right company?
A:
Yes you are. Independence Australia Health Solutions is owned by ParaQuad Victoria.Q: Do I need to log-in or have an account number to shop online?
A:
No you don't. You are welcome to order using your credit card details. If you don't already have an account with us we will create one for you. Please ensure you enter your contact phone number so that we can call you to provide you with your account number and if necessary clarify any details. However, if you would like to be set up with a user name and password for our online store before purchasing products please email the Customer Services Team customerservice@independenceaustralia.com Q: How do I get a login to shop online using my Independence Australia account details?
A:
Contact our Customer Service Team customerservice@independenceaustralia.com advising your customer number and they will provide you with log-in details.Q: I am eligible for DVA funding can I place an order?
A:
Independence Australia Health Solutions is one of two national approved providers for continence products under the DVA RAP scheme. Your initial order must be made on the approved form, and must be completed by a health professional such as your Doctor or local Continence Nurse. Once this has been received you can re-order directly with Independence Australia Health Solutions.Q: How does re-ordering DVA Products work?
A:
Once we have received the appropriate form you can reorder, up to the set limits, the products that have been prescribed by your health professional. You can reorder directly with Independence Australia Health Solutions for up to two years from the date of your prescription. After this you need to obtain a new prescription from your health professional.
You can only reorder products which have been prescribed. If these products are no longer suitable you will need to visit your health professional and obtain a new prescription for alternative products.
