Ordering, Delivery & Returns

Carefidance is a trusted Australian supplier of healthcare and related products. We are committed to providing reliable service, timely delivery, and clear support at every stage of your order.

Ordering with Carefidance

Placing an order with Carefidance is simple and flexible. Orders can be placed online or through our Customer Service team, with options to support participant needs, provider requirements, and organisational billing arrangements.

  • Orders are dispatched once payment is received and all items are in stock.
  • Non-stock, out-of-stock, or custom-made items may affect dispatch timeframes.
  • You may place an order without payment; however, payment is required before dispatch.
  • If an order is placed without payment, we will issue an invoice.

If you require assistance or have specific delivery or invoicing requirements, our team is here to help on info@carefidance.com.au or 0451128278

Delivery Information

We understand the importance of timely delivery, particularly for healthcare and essential support items. Carefidance uses a nationwide distribution network to deliver products safely and efficiently across Australia.

Delivery Timeframes

For in-stock items, orders are dispatched within 24 hours.

Estimated delivery times:

  • Metropolitan areas: 1–5 business days
  • Regional areas: 2–7 business days

Orders placed on weekends or public holidays are processed on the next business day.

If your order has not arrived within the above timeframe, it may be temporarily unavailable or on back order. Our Customer Service team can provide updates and estimated delivery times.

Delivery Access & Instructions

Carefidance warehouses are distribution centres only and are not open to the public.

Delivery times cannot be guaranteed, as deliveries are completed by third-party couriers. If you may be away at the time of delivery, you may provide clear delivery instructions at checkout (for example, “Leave at front verandah”). These instructions will be passed on to the courier.

If delivery cannot be completed, the courier will leave instructions for re-delivery or collection.

Delivery Fees

  • Free standard delivery on online orders over $50
  • Orders under $50 incur a $7.95 delivery fee (incl. GST)

Urgent or Express Delivery

Urgent and express delivery options are available for metropolitan areas and selected regional locations.

Emergency or same-day deliveries are charged at cost and are available on request.
Please contact our Customer Service team on 0451128278 to arrange express delivery.

International Orders

Carefidance currently supplies products within Australia only.

Please note:
 Carefidance is not responsible for courier delays, transit damage, lost packages or incorrect delivery addresses.

Customised & Participant-Focused Orders

Carefidance supports customised ordering to meet the needs of participants, providers, and organisations.

When placing an order, you may request:

  • Discreet packaging
  • Separate delivery and invoicing addresses
  • Special delivery instructions

Instructions can be entered at checkout or arranged through our Customer Service team.

Order Tracking & Support

For assistance with phone or account-based orders, please contact Customer Service on info@carefidance.com.au or 0451128278, quoting your customer number and order details.

 

Returns & Consumer Support

Faulty or Damaged Products

If a product is faulty or damaged, please contact our Customer Service team promptly.

Carefidance will arrange:

  • Collection of the product at no cost, or
  • Safe disposal where appropriate

A Goods Return Authority (GRA) number will be issued if a return is required and must be clearly displayed on the outer packaging.

You may choose a replacement, refund, or account credit. Refunds are processed using the original payment method. Proof of purchase is required.

Change-of-Mind Returns

Change-of-mind returns are accepted under the following conditions:

  • The item is a standard stock product (not specially ordered)
  • Nutritional products – not eligible due to strict health and safety regulations
  • Carefidance is notified within 14 days of delivery
  • The product is unused, unopened, and in re-saleable condition
  • Proof of purchase is provided
  • A GRA number is obtained and clearly displayed
  • A restocking fee is paid (unless returned directly to a warehouse)

We reserve the right to reject returns that do not meet our criteria. Eligible returns may be refunded or credited to your account.

This policy is provided in addition to your rights under the Australian Consumer Law, which are not limited or excluded.

Return to Sender

Any parcel returned to Carefidance as Return to Sender will incur a return-to-sender fee, deducted from any applicable credit or refund. This fee applies per parcel.

 

Promotional Offers

Promotional pricing is available to eligible Australian customers only and excludes retailers, resellers, and wholesalers.

Promotions are subject to availability and may be amended or withdrawn without notice. Some offers may not be available through the online store. Prices include GST where applicable.