FREE DELIVERY ON ORDERS OVER $50WE SUPPORT PEOPLE WITH DISABILITIESREGISTERED NDIS SERVICE PROVIDERAUSTRALIA-WIDE DELIVERY

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Our Terms & Conditions

Ways to order

There are several simple and easy ways to place an order with Independence Australia. You can see more information about these here. 

Delivery

We understand your time is important, which is why we use our nationwide network to ensure your order is delivered to your door as soon as possible.

How long will it take for my order to arrive?

Independence Australia can deliver products to your door step Australia wide. Once you have placed your order it will be dispatched within 24 hours if the product is in stock*.
From the date of your order, you can expect the following estimated delivery times for products that are in stock:

For metro locations, approximately 1-2 working days; and

For regional locations, approximately 2-5 working days

If you haven't received your order within the above timeframe, it may be on back order (ie. out of stock). For approximate delivery timeframes for products on back order, please contact our Customer Service team on 1300 788 855 or via email customerservice@iagroup.org.au.

* If an order is placed on a weekend, it will be processed the next business day.

How long will it take for my order to arrive over the Christmas and New Year period?

Our courier services will be operating throughout the Christmas period, excluding public holidays. As this is a busy time of year, please allow additional time for orders to be delivered to avoid disappointment.

Do you have set delivery times?

No, as delivery companies are third party contractors, we generally have no control on delivery times. These companies will service your area up to 4 times per day.

What will happen if I am not home when my order arrives?

Normally the delivery agent will leave a card advising that they attempted delivery and instructions on how you can receive your package.

If you think you may not be home, you can also advise Independence Australia on where you would like the goods to be delivered e.g. "Please leave on verandah if no one is home". This message will be passed onto the delivery agent. Any other special delivery instructions should be provided when placing your order.

What does Independence Australia charge for delivery?

Online orders

Spend over $50 and get FREE delivery. Orders below $50 will incur a $7.95 inc GST. 

Phone, fax or email orders

Spend over $99 and get FREE delivery. All orders $99 and under will be charged $8.95 (flat rate) for delivery anywhere in Australia – metro and regional.  

Can I get same day (urgent) delivery?

Yes, if you live within the courier boundaries of a Metropolitan area. We can deliver to other areas via overnight express. Urgent orders will be priced on application. Goods required in an emergency will be delivered via express courier at your expense. Express Courier quotes can be obtained from the Customer Service team by phoning 1300 788 855.

Do you accept international orders?

We regret we can only supply cutomers within Australia? 

How do I organise a customised order?

When you place an online order please leave your instructions in the "Special Delivery Instructions" text box during the checkout process. Or for discrete packaging please check the tick box during checkout.

When you place an order via the Customer Service team you can ask for the following:


• Discrete packaging
• Delivery and invoicing to separate addresses

Can you send the products and invoice to separate addresses?

Yes. Independence Australia specialises in billing and delivering to different addresses. When you place an online order you can specify your requirements in your delivery and billing details.  A delivery docket will be shipped with your order, but an invoice can be sent to anywhere you specify.

Can I check where my order is?

Yes you can check the progress of your online order at anytime by logging into your account. Simply input your email address and password to access your account.

For all other orders, contact our Customer Service team on 1300 788 855 or email customerservice@iagroup.org.au. Please provide your customer number and order details to assist us with your query.

Returns

Faulty products

If the product you purchased is faulty or damaged, please call our Customer Service team on 1300 788 855 to report the problem. We will arrange for the product to be picked up from you (at no charge) or we advise you to dispose of the product. If we are picking up the product, we will give you a Goods Return Authority (GRA) number which you must display on the external return packaging.

You can choose to have the product replaced, a refund of the purchase price, or a credit on your customer account for future use. Refunds will be processed using the same payment method that was used for the original purchase.

You will need to provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase.

Change-of-mind policy

If you change your mind about the product you purchased and you would like to return the product, Independence Australia will only accept returns if:

  • the product is a standard stock item and has not been specially ordered by Independence Australia at your request;
  • for nutritional products, that do not have any special storage requirements and have more than 30 days of shelf life prior to the expiry date;
  • you contact our Customer Service team within fourteen (14) days of the date the product was delivered to you;
  • the product is in its original condition. Packaged goods must be unopened, unmarked and in a re-sellable condition;
  • you provide us with a copy of the delivery docket, invoice, or documentation showing proof of purchase;
  • you obtain a GRA number by contacting our Customer Service team and this is clearly displayed on the external return packaging (not on the product packaging); and
  • you pay the restocking fee which covers the cost of us arranging for the goods to be picked up from you (unless you return the goods to one of our warehouses).

 

If these conditions are met, you will have the choice of a refund of the purchase price or a credit on your customer account for future use.

The rights and remedies given to you under this Return Policy are in addition to your rights and remedies under the Australian Consumer Law and nothing in this Returns Policy excludes, restricts or limits those rights.

Please call the Independence Australia Customer Service team 1300 788 855 for all return enquiries.