FAQs

Delivery

How long will it take before you ship my order?

Your order will be shipped within 24 hours.

Can I change my shipping/delivery address?

We are unable to change the shipping/delivery address once orders have been made. Buyers have the full responsibility to provide us with the correct delivery address on the checkout page before payment. Any changes to address after checkout will not be considered as valid. A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address.

How can I track my order?

Buyers will be able to trace the delivery online with a unique tracking number.

My delivery is missing an item

Sometimes items are shipped individually. Please check your shipment email to see what was due to be delivered. If you have further enquiries, contact us at: support@equipmedcare.com.au

Can I choose which courier my parcel will be delivered with?

Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.

How long does delivery take once order has been shipped?

Depending on where you live in Australia, you can expect to receive your item within 5-10 business days, and you’ll conveniently be able to track the delivery online.

When will my item ship?

We are proud to say that for orders where payment has been cleared, 98% of them are dispatched within one business day!

Why is free delivery not on every item?

We offer Free Shipping* on over 70% of our products. Free Shipping is limited to most metropolitan area’s based on the delivery postcode. Shipping Costs may apply to delivery areas outside of our Free Shipping postcode zones.

All products which indicate Free Shipping* are free to Pick-up from our Seven Hills warehouse.

Why did my order not arrive together?

Sometimes items are shipped individually. Please check your shipment email to see what was due to be delivered. If you have further enquiries, contact us at support@equipmedcare.com.au

How much is the delivery fee?

Equipmed offers free shipping on the vast majority of items and delivers to every state in Australia. Your item will be sent via Australia Post or another courier service depending on its size and weight. Products can also be picked up from our warehouse that is located in Seven Hills, NSW, see Sydney Pick-up (https://www.equipmedcare.com.au/sydney-pick-up).

Returns

Can I cancel my order?

Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 14 Days returns process will need to be followed in these instances.

How do I return my faulty item?

Should you wish to return a faulty item, please read here: https://www.equipmedcare.com.au/customer-service#returns

When will I get my refund?

The outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).

What is the change of mind policy?

You will receive a store credit for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 14 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind store credit. Store credit is valid for 12 months. Handling / Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs (where freight costs were listed separately).

My item is faulty but I don’t want to refund

A unique benefit Equipmed provides is product servicing. Unlike other online retailers, we have a committed team of expert technicians on location that attend to any technical issues that may arise with your items. If we feel your item is in need of repair, we offer free return postage for the first 60 days following purchase. And in cases where the unit is to be returned following repair, it will be shipped at no cost to you.

What is the warranty policy?

Equipmed offer a 12-month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3-month warranty period.

Payment

What payment methods does Equipmed accept?

Equipmed accepts Mastercard, Visa.

Why won’t my coupon code work?

The coupon code could be invalid or expired. If you believe this may be a mistake, you can reach out to us at support@equipmedcare.com.au

Can I split my payment?

Split payments are not available at this time.

Do your prices include GST?

Yes, our prices include GST.

Did my order go through?

To confirm your order was successful, you can:

  • Check the ‘My Orders’ page in ‘My Account’ to view your purchase history
  • Check your bank statement to see if the funds have been deducted
  • Check your email for a confirmation email
  • For further assistance, please contact us at support@equipmedcare.com.au to confirm before purchasing again.

My payment is not going through

If your payment was declined during checkout:

  • Check your card number was correctly entered
  • Check your card has sufficient funds
  • Contact your bank to ensure there are no holds/blocks placed on the card
  • If this does not resolve the issue, please contact us at support@equipmedcare.com.au

If your payment has been declined by a Buy Now, Pay Later option please contact them directly.

I have issues checking out

If you have having issues with checking out, this could be a web browser related issue. You can try to fix this by:

  • Clearing your cache
  • Purchasing from an incognito browser window
  • Disable browser extensions
  • Ensuring you are using the most up-to-date version of your browser.

If there are still issues, please contact us at support@equipmedcare.com.au

Can I pay for a presale order when it arrives?

Once the presale on the product is over, you will be able to purchase the product as usual.

My preorder hasn’t arrived yet.

Pre-orders dates are estimated and can change once the product becomes available.

When will you have more stock?

Our items are popular and can sometimes sell out before we get more stock. Please keep checking our product page to see when the product is back in stock.

Account

Creating a Equipmed account

On the top right of the site, you can click the ‘New Account’ to register your details for a new account.

Where can I view my purchase history?

Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My orders’ and it will direct you to your purchase history.

Unsubscribe and email preferences

Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My account’. Once you are in your account dashboard, head to ‘Newsletter subscriptions’ and untick the box to unsubscribe and save. This should unsubscribe you from the Equipmed newsletter.

I haven’t received my password reset email

  • Check you have entered your email address correctly
  • Check the ‘spam’ folder in your email inbox

If you still haven’t received an email after trying the above, please contact us at support@equipmedcare.com.au

How much credit do I have left?

Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My account’. Once you are in your account dashboard, head to ‘Store credit’ and you can view your store credit balance.

How do I update my address in my account?

Once you are logged in – click on ‘Account’ on the top right. A drop-down menu should appear. Click on ‘My Account’ and it should direct you to your account dashboard. Under address book, click ‘Edit Address’ and make changes there.

Pickup

Do you offer Pick up?

We do not currently offer a pick up service