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Knowledge Base

Frequently Asked Questions

Do I need to log-in or have an account number to shop online?

Yes, to create an account click on the 'Register' button and complete the online form.

How do I get a log-in to shop online using my Independence Australia account details?

When you proceed to checkout, choose the option “Register” to set up your account details. You will only need your email address and password to log-in to your online account.

When is Independence Australia open for business?

The online shop is open 24 hours, 7 days a week. Our Customer Service team is available Monday to Friday 8am to 7pm (AEST), 8am to 8pm (DST).  Our showrooms are open Monday to Friday. Times vary according to location of showroom. Please click here for more information.

Can I get help to select the right product?

Our highly trained Customer Service team can provide information on a wide range of products to suit your needs. Our team is kept up to date on new products and technological changes through a rigorous in-house training program provided by our suppliers and manufacturers. Please note any advice obtained from our Customer Service team cannot substitute clinical advice. We also have our Clinical Nurse Consultants for continence and wound care available to assist free of charge on your product choice and usage.

Is there a minimum order quantity or value?

No.  You can order as little or as much as you require. All our products are available in the smallest units possible.

Where can I find the price of a product?

You can find product pricing in our online shop. Or you can also contact our Customer Service team to receive a quote over the phone.

Can I view items before I buy?

Yes you can. Independence Australia has showrooms located in every capital city where you are welcome to browse the product range in person. You can also view images of the products we carry at our online shop. Click here to visit the online shop. We can also send you a free sample of any adult disposable continence pad, just call our Customer Service team on 1300 788 855 for more details.

If I forget to place an item on my order can I add it later?

The packing and processing of your order happens very quickly after you place your order.  But if you can contact us in the same day before your order is despatched, we can modify your order.

What does “back order” mean?

A back order is an item that is currently out of stock.

How will I know if any of my goods are on back order?

If you shop online, you will be able to view the availability of a product when you select an item.  Otherwise a Customer Service team member can advise you by phone or email of stock availability when you place your order. Your invoice also has a column that shows the quantity on back order (see “Back Order Qty”). If you require more information please contact our Customer Service team on 1300 788 855.