order-support
Everything you need to know about ordering from Aussiemed - from finding a product to tracking your delivery. If you can't find an answer here, our team is happy to help: contact us.
Creating an Account
- Select Register and enter your name, email address and mobile number, and choose a password.
- We'll send a verification code to your email to confirm it's yours.
- Add a delivery address under My Addresses so checkout is quicker next time.
You can browse the catalogue and build a cart without an account, but you'll need one to place an order.
Buying restricted or professional-use products? Some medical items can only be supplied to healthcare professionals, licensed practices or approved institutions. If a product is marked as restricted, we'll ask you to supply your professional registration, licence or accreditation details before your order is released. Upload these once and we'll keep them on file for future orders. Approval usually takes [NUMBER] business days.
Finding Products
- Use the search bar at the top of any page to search by product name, keyword or SKU.
- Browse by product range, or filter a category by brand and price on the left of any listing page.
- Select a product to see full specifications, available variants, documents and pricing.
- Tap the heart icon to save an item to your wishlist for later.
Understanding Pricing
Many of our products are priced by quantity - the more you buy, the lower the unit price. The price tiers are shown on the product page, for example:
- 1–9 units at the standard price
- 10+ units at a reduced unit price
- 50+ units at the lowest unit price
The correct tier is applied automatically as you change the quantity in your cart, so you'll always see the price that actually applies before you pay. Prices are shown in [CURRENCY] and are [inclusive / exclusive] of GST. Delivery charges are calculated and displayed at checkout.
Out of Stock Items
If an item is unavailable it will show an Out of Stock label and the Add to Cart button is replaced by Notify Me. Select it and we'll email you as soon as the item is back - no need to keep checking. One request per product is all you need; you won't receive duplicate emails.
Placing an Order
- Set the quantity you need and select Add to Cart.
- Open your cart to review quantities and pricing. Adjusting a quantity re-prices the line automatically.
- Select Checkout and choose or add your delivery address.
- Add any details your practice needs on the paperwork - receiver name and contact number, department, and your own purchase order number.
- Add special delivery instructions if required (loading dock, reception, after-hours access, refrigeration).
- Choose your payment method and confirm the order.
You'll see a confirmation on screen and receive an email with your order reference and invoice.
Why You May Receive More Than One Delivery
Products on Aussiemed come from a number of suppliers. If your order includes items from more than one supplier, we split it into a separate invoice for each - so you may receive several parcels, each with its own tracking, arriving on different days. Each part shows its own status in your account. This doesn't change your total or your delivery charge as quoted at checkout.
Payment
- The payment methods we accept are shown at checkout.
- Card payments are handled by our secure payment provider. We never see or store your full card number.
- Your order is confirmed once payment is verified. If a payment fails or is declined, the order isn't placed - please check your details and try again.
- Have an approved account with agreed payment terms? Sign in and your terms will apply at checkout.
Tracking Your Order
Sign in and go to My Orders. Select an order to see its full details, the items on it, the current status and, once dispatched, the tracking link for each parcel. We also email you at each stage.
Typical statuses you'll see: Pending (received, being prepared) → Invoice (confirmed and invoiced) → Approved (ready to dispatch) → Shipped (with the courier).
Estimated delivery times are shown at checkout and vary by product, supplier and destination. They are estimates, not guarantees.
Changing or Cancelling an Order
Need to change something? Contact us straight away on [PHONE] or [SUPPORT EMAIL] - if the order hasn't been dispatched we'll usually be able to help.
To cancel, open the order in My Orders and select Request Cancellation, giving a brief reason. Your order will show Cancellation Requested while our team reviews it, then either Cancelled or Cancellation Rejected. We'll email you the outcome.
We can generally only cancel an order that hasn't shipped. Once it's with the courier, please use the returns process below instead. Refunds are made to your original payment method within [NUMBER] business days of approval.
Please note that special-order, sterile, refrigerated and short-dated items may not be cancellable once processing has begun. This is flagged before you confirm the order.
Deliveries, Damage and Shortages
Please check your delivery on arrival. If anything is damaged, missing or incorrect, contact us within [NUMBER] days at [SUPPORT EMAIL] with your order number and photos of the item and packaging. We'll arrange a replacement or refund.
For refrigerated or cold-chain items, check the temperature indicator on arrival and contact us immediately if there's any concern - please don't use the product.
Returns
- Contact us at [SUPPORT EMAIL] with your order number and the reason for the return, before sending anything back.
- We'll issue a return authorisation and tell you where to send it. Returns without authorisation may be refused.
- Once received and checked, we'll process your replacement or refund.
Change of mind: accepted within [NUMBER] days if the item is unused, unopened and in its original sealed packaging. A restocking fee and return freight may apply.
What we can't accept back: for health, safety and regulatory reasons we can't accept items that have been opened, used, unsealed, dispensed, taken out of the cold chain, or that are at or near their expiry date - unless the item is faulty or we sent the wrong thing.
Faulty or incorrectly supplied items are always covered. Nothing here limits your rights under the Australian Consumer Law. Full details are in our Terms and Conditions.
Bulk Orders and Quotations
Buying in volume, tendering, or need pricing for a practice or hospital? Use Bulk Buy Request to add the items and quantities you need and send them to us as a quotation request. Our team will come back to you with pricing, lead times and freight, usually within [NUMBER] business days.
A quotation request isn't an order and doesn't reserve stock. Quotes are valid for [NUMBER] days and subject to availability at the time you accept.
Managing Your Account
- My Profile - update your name, contact details and password.
- My Addresses - add, edit or remove delivery addresses.
- My Orders - order history, invoices, statuses and tracking.
- Wishlist - items you've saved for later.
Forgotten your password? Select Forgot Password on the sign-in screen and we'll email you a code to reset it.
Still Need Help?
Our team is here [HOURS].
- Phone: [PHONE]
- Email: [SUPPORT EMAIL]
- Online: send us a message
To help us respond quickly, please quote your order number (it starts with ORD-) and, for a product query, the product name or SKU.