Orders 

 

How can I place an order with Independence Australia?

There are several simple and easy ways to place an order with Independence Australia which include:


Online Orders

Go online, at any time of the day to place your order via our secure online shop.
Click 
here to visit our online store
Click 
here to visit our business customer online store

If you have a personal account, click here to view our website user manual
If you have a business account, click 
here to view our website user manual


 

Post, Fax or Email Orders

Complete an order form and post, fax or email this with your details to the address below:

Click here to download an Order Form


Post:      Independence Australia
               GPO Box 9910 in your capital city


Fax:       1300 788 811

Email:    Please email your completed order form to customerservice@iagroup.org.au for placing orders.


 

Phone Orders

Speak to one of our friendly Customer Service team members to place your order over the phone.

Call 1300 788 855 toll free between Monday to Friday 8am to 7pm (AEST), 8am to 8pm (DST).  

 

Note: If you are an existing account holder, please have your customer number or Tax Invoice number ready. These can be found in the example below.


 

Sample Tax Invoice

  

FREQUENTLY ASKED QUESTIONS


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

Yes, to create an account: 

1. Click on the 'Register' button at the top right-hand corner of the page and complete the online form. 

OR

2. Enter details in the checkout page under (1) Billing Information (below the login button). 

A confirmation email will be sent to the email address provided. 


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 Warehouse Pick-up points are open Monday to Friday. Times vary according to the location of the Warehouse Pick-up Point. Please click here for more information. 


Can I get help to select the right product?

Yes. 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 be substituted for clinical advice.

We also have our Clinical Nurse Consultants available (free of charge) to answer your continence questions and assist your product choice and usage needs. Click here to complete an Ask The Nurse contact form. 


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 on 1300 788 855 to receive a quote over the phone.


If I forget to place an item in 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?

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 or via email customerservice@independenceaustralia.com 

 

 

How do I follow up an order I've made?

A Customer Service team member can be contacted by phone 1300 788 855 or email customerservice@iagroup.org.au to follow up an order you have made. 

Note: You will be asked for your Order Confirmation number, which was sent to your email address after you have placed an order. This can be found in the example below.