Help
Ordering
How do I place an order?
You can order directly through our website anytime.
Prefer speaking to someone? Call us or send through your order details online—whatever is easiest for you.
Do I need an account?
No account is required but creating one makes it easier to track your orders.
Do you offer recurring deliveries?
Yes. We can set up automatic deliveries, so you never run out of essentials. Contact our team to organise this.
Can I change my order?
If your order hasn’t been packed or shipped, we can usually update it. Just contact us as soon as possible.
Can you source products not listed on your website?
Yes—if you need something specific, we can source it for you. Just send us a product request via the contact page
Shipping & Delivery
How long does delivery take?
Delivery times vary by location. All orders are shipped from Sydney. If you need something urgently, reach out and we’ll help where possible. Please refer to our shipping and returns guide for more information.
Which couriers do you use?
We primarily use Australia Post, and may use other carriers when needed.
My order arrived but some items are missing—why?
Your order may be split across multiple parcels. They usually arrive separately. Check your tracking or contact us if you’re unsure.
Products
Do you offer free samples?
Yes—free disposable samples are available for most items. Submit a sample request via contact us.
Not sure which product to choose?
Our team is happy to help—contact us anytime.
Unsure about sizing?
If you’d like help choosing the right size, get in touch.
Returns
Do you offer exchanges?
We don’t offer exchanges, but eligible items can be returned for a refund.
Can I return washable or reusable items?
Yes, if:
- they are unused, unwashed and in original condition
- Carefidance is notified within 14 days of delivery and returned within 30 days
- you cover return shipping unless it’s a damaged or faulty product
Custom-made or special-order items cannot be returned.
Can I return disposable products?
Yes, if:
- they are unused and unopened with no signs of use
- If a product was purchased as a carton, pack or bundle all items included in that carton, pack or bundle must be returned to be eligible.
- Carefidance is notified within 14 days of delivery and returned within 30 days
- you cover return shipping unless it’s a damaged or faulty product
Custom-made or special-order items cannot be returned.
Do you accept returns for nutritional or urological products (e.g., catheters)?
No—due to health and safety regulations, these items are final sale.
Need Help?
Need Help?
If you have questions or need help, please submit an enquiry via our Contact Us page.
For urgent matters, you can also call us at:
Phone: 0451 128 278