Independence Australia – FAQs for Care Providers

1. Can we pick up orders from the IA Warehouse?

During the COVID-19 pandemic we are not providing the Click and Collect option.

2. What do we need to do if we need to get product urgently?

Same day and time sensitive deliveries can be arranged at a cost to your organisation. You can phone Key
Accounts to organise a courier quote

Key Accounts: 1300 793 133

3. How long does it take to receive an order once it’s been placed?

Covid19 has increased online ordering nationally, and therefore the delivery times have been affected.
Orders received at the warehouse by 1pm will generally be received in 1 – 6 days for metro areas. Regional
deliveries can be expected between 2 – 10 days, depending on Courier services to that area.

4. I’ve ordered the wrong product

Once you’ve placed and online order via the IA online store, we are unable to make any changes to your
order. Please check the product codes, volume ordered, and client details are correct prior to placing the

5. I’m a Healthcare Professional, can we order Continence Products for DVA Clients on the IA website?

DVA Continence products are not ordered via the IA website. IA have a DVA RAP Portal that approved DVA
Prescribers can sign up to use Contact your IA Account Manager if you need assistance
The portal is quick, easy to use and keeps all DVA client’s orders in the one spot.

Returning Goods – please see our terms & conditions on our website (link below)

If a client has received an order that is either incorrect, damaged, or not suitable, we need to raise a Goods
Return Authority number (GRA) and organise a courier pickup. In order to do this, there is a form that needs
to be filled in – Goods Return Form.
Please note goods can only be returned within 14 days of being received

    • Once the form has been filled out, it can be emailed to [email protected]
    • The customer service team will then email you the GRA (Goods Return Authority) number which
      needs to be written on the outside of each box/carton to be returned.
    • For Country mainland Collections, StarTrack will contact you to confirm pick up details and that the
      goods are ready for collection.
    • Please note our process requires us to book a pickup courier that is separate to delivery couriers
      – Sending goods back with a delivery courier may result in the goods being lost.
    • For Tasmanian Collections, a courier will pick up the return within 3 – 7 business days.
    • Once the goods are received back into our warehouse a credit will be raised – please see our terms
      & conditions – link below

Independence Australia’s Return Policy can be found on our website at: