Frequently Asked Questions
Page: Frequently Asked Questions
Ordering
How do I place an order? Browse our catalogue, add items to your cart, and proceed to checkout. You'll be prompted to enter your delivery address and select a payment method. Once your order is confirmed, you'll receive an email summary.
Can I change or cancel my order after placing it? Contact us as soon as possible at [orders@supplymed.com.au]. We process orders within 1–2 business days — if your order hasn't been dispatched, we can make changes or cancel it. Once dispatched, our returns policy applies.
Do I need an account to order? No. You can checkout as a guest. Creating an account lets you track orders, view order history, and reorder quickly.
Can I order by phone or email? Contact us and we'll do our best to assist, particularly for large or repeat orders.
NDIS
Can I use my NDIS funding at Supply Med? Yes, if you are plan-managed or self-managed. We are not NDIS-registered, so we cannot process agency-managed funding.
What is the difference between plan-managed and self-managed? Plan-managed participants have a plan manager who pays suppliers on their behalf — we invoice them directly. Self-managed participants pay at checkout and claim reimbursement from the NDIA themselves.
Can agency-managed participants order from Supply Med? No. Agency-managed funding requires an NDIS-registered supplier. Supply Med is not registered with the NDIS Commission.
Are your products NDIS-claimable? Many of our products fall under Core Supports — Consumables (Support Category 03). However, claimability depends on your individual plan and goals. We recommend checking with your support coordinator or plan manager before ordering if you're unsure.
Do your invoices meet NDIS and plan manager requirements? Yes. All invoices include item description, quantity, unit price, GST status, and our ABN — the detail required for plan manager processing and NDIA reimbursement.
I'm a support coordinator ordering for multiple participants. Can you help? Yes. Contact us to discuss account arrangements for repeat or bulk orders across multiple participants.
Delivery
How much does shipping cost? Shipping is free on orders over $200. For orders under $200, shipping is calculated at checkout based on your delivery address, and the weight and size of your order.
How long will my order take to arrive? We dispatch within 1–2 business days of payment confirmation. Estimated delivery times from dispatch via Australia Post are 3–5 business days (standard metro) and 1–2 business days (express metro). Regional and remote areas take longer — see our Delivery page for full timeframes.
Do you ship Australia-wide? Yes, to all states and territories.
Can you deliver to a PO Box? Standard and express items can be delivered to PO Boxes. Bulky and freight items require a physical address.
How do I track my order? You'll receive a tracking number via email once your order is dispatched. Track it at auspost.com.au/track.
My order hasn't arrived within the estimated timeframe. What should I do? Check your tracking number first. If there's no update or your parcel appears lost, contact us at [orders@supplymed.com.au] and we'll follow up with Australia Post on your behalf.
Returns & Refunds
Can I return a product if I change my mind? Yes, within 30 days of delivery, provided the item is unused and in its original unopened packaging. Some hygiene and sterile products are excluded. See our Returns Policy for full details.
Who pays for return shipping on change of mind returns? You do. Return shipping costs are deducted from your refund. Original shipping charges are also non-refundable.
What if my product arrives damaged or faulty? Contact us within 30 days with your order number, a description of the fault, and photos. We'll cover return shipping and offer a replacement, refund, or store credit. Your rights under the Australian Consumer Law apply regardless of our policy.
What if I received the wrong item? Contact us immediately. We'll arrange return shipping at no cost and send the correct item as a priority, or issue a full refund if it's unavailable.
How long do refunds take? Once your return is received and assessed, refunds are processed within 3–5 business days back to your original payment method.
I'm plan-managed. How does a refund work? Refunds are returned to your plan manager. You'll need to notify your plan manager and update any claims already submitted to the NDIA.
Products
Are your products covered by a manufacturer's warranty? Where applicable, yes. Warranty terms vary by product and manufacturer. Contact us if you have a warranty claim and we'll assist you through the process.
Do you restock sold-out items? Most items are restocked regularly. If something you need is out of stock, contact us and we can advise on expected availability or suggest an alternative.
Can I request a product you don't currently stock? Yes. We're always expanding our catalogue. Send your request to [orders@supplymed.com.au].
Contact
How do I get in touch? 📧 [orders@supplymed.com.au] 📞 [phone number] We respond to all enquiries within 2 business days.