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FAQs

HOW TO ORDER

Option 1: Online

We’ve made this as simple as possible.

  • Once you have identified a product you wish to purchase you can click on either the ‘Add to Cart’ button marked by a cart icon or you can proceed straight to check-out by clicking ‘Buy Now’ button by the $ sign.
  • Once you have arrived at the check-out you will be able to review your order and add your contact details, shipping- and billing addresses, and possible comments.You are also able to indicate whether you are aligned with a patient association. Choose the condition and you will get a discount.
  • Once you have completed the check-out process you will receive an email containing a bettercaremarketorder reference number and the invoice. Now, you can await the delivery of your product.

Option 2: Phone

Our Customer Service Team is available to take your call 9:00 am to 5:00 pm (AEST), Monday to Friday (excluding NSW public holidays).

Outside of those hours, you can…

We will respond the next working day. Once your order is processed you will receive an email containing a bettercaremarket order reference number and the invoice. Now, you can await the delivery of your product. 

Please note: an additional charge of $6 will be charged for a ‘phone order’.

PAYMENTS

1. What payment methods do you accept?

At the time being we only accept credit- and debit card payments (aligned with MasterCard and Visa). You can also pay with your Paypal account.

2. What is the CCV on a credit/debit card?

It is the 3-digit code located on the back of your credit- or debit card, above the signature box and next to the 16-digit credit card number. For American Express, it is the 4-digit code printed on the front of the card just above and to the right of your credit card number.

3. What should I do if my credit card is declined?

If your payment fails, you will be given the option to provide another form of payment.

4. Will I get a tax invoice for an online purchase?

Yes. You will be emailed a tax invoice as soon as you complete your online order.

5. Is GST included in the product price?

Yes, for all our products GST is included.

6. Can I layby Bettercare products?

No, we don't offer a layby facility instore or online at this stage.

WHAT HAPPENS AFTER ORDERING?

1. How will I know if my online order has been completed successfully?

You will be sent a confirmation email with a bettercaremarket reference number and an invoice, minutes after you finish the checkout process.

If you don't receive an email (don’t forget to check your 'Junk' folder), or if you are unsure whether your order was successful, please contact our Customer Service Centre via:

Please note we are available between 9:00 am and 5:00 pm (AEST), Monday to Friday (excluding NSW public holidays). Outside of those hours, you can still use the above-mentioned channels, but we will respond the next working day.

2. Can I cancel or change my order?

Unfortunately, once the order has been placed you cannot cancel or change your order. However, you are welcome to return the product based on what is outlined within our ‘Return policy’. Please read our ‘Returns policy’ HERE for further details.

3. What if I have a question regarding my order?

You are welcome to communicate with our Customer Service Team via:

We aim to respond to your questions promptly to assist you. Please provide your bettercaremarket order reference number so we can confirm the status of your order.

PRODUCT RETURNS

1. Can I return or exchange a product?

Yes you can; however there are a few guidelines that apply. Please read our ‘Returns policy’ HERE to find out more.
 

2. I have been approved for a refund. How long will it take for the money to be credited back to me?

Depending on the type of card used for the payment, it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from bettercaremarket are refunded back to the card used to make the purchase.

Please note that refunds cannot be processed back to the card until the goods have been returned to our Distribution Centre.


3. I want to return a product, but I’ve lost my receipt. What do I do?

You can get in contact with us and we can provide you with a digital copy of your receipt.

Contact us via:

Please note we are available between 9:00 am and 5:00 pm (AEST), Monday to Friday (excluding NSW public holidays). Outside of those hours, you can still use the above-mentioned channels, but we will respond the next working day.

DELIVERY AND TRACKING

1. How long does delivery take?

We aim to have your order delivered to you no later than within 3 to 5 business days.

 From dispatch, the estimated standard delivery times are:

  • 3 to 5 business days for metropolitan cities on the East Coast (excluding weekends*)
  • 4 to 7 business days for metropolitan cities in Western Australia, Queensland, and Northern Territory is 4 - 7 days (excluding weekends*).

Exception: products from different suppliers

In case you order more than one kind of product, it may be possible that you order products from different bettercaremarket suppliers. This may result in more than one delivery date, since we do not collect the products and send them as one shipment.
We will inform you when this is the case, and we will inform you about the progress of your ordered products.


2. Do you deliver internationally?

At this stage we only deliver to Australian addresses.


3. Do you deliver in my area?

We ship to all locations within Australia.


4. What are the delivery fees and options for online purchases?

We do not have any additional delivery fees for our standard shipping. 

Shipping for bulkier/heavier products will mean additional delivery fees, which have to be calculated based on your specific location. Therefore, we would like you to call us. For some of our products we will indicate whether you need to call us for shipping (shown as a "+shipping" and a "Call us to order") or whether shipping is free (shown as "+ Free Shipping"). 

 
5. How do I know the status of my order?

We provide you with updates regarding the status of your order via email.

If you need any assistance in finding the status of your order, please contact our support team via:

Please note we are available between 9:00 am and 5:00 pm (AEST), Monday to Friday (excluding NSW public holidays). Outside of those hours, you can still use the above-mentioned channels, but we will respond the next working day.

 

6. What should I do if my parcel does not arrive?

If your parcel does not arrive you should contact us via:


7. What if I am not around when my order is delivered? Who can accept my delivery?

Anyone who is present at the time of delivery can accept your parcel. A signature is obtained at point of delivery for both Regular and Express eParcel deliveries. If no one is available, the carrier will leave written instructions on how you can collect your parcel from the nearest pick-up location.

If you do not pick up your parcel in the required time; as stated on the card from the carrier, your parcel will be sent back by the carrier and we will refund the cost of the products you ordered. You may then choose to place another order with us.

 
8. Can I specify special delivery instructions and choose a delivery time?

Unfortunately, you cannot specify special delivery instructions or nominate times at this stage. However, you can send your order to an alternative Australian shipping address. This is handy if you are sending your purchase as a gift or if you prefer that it's sent to your workplace.

 Please note:

  • Orders submitted from Friday afternoon from 4:50 pm onwards to Sunday evening will not be processed until 9:00 am Monday.
  • Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods.
  • Please note that delivery may take a little longer to rural areas, so it’s best to order early.
PRODUCTS

1. Can I try the product?

Unfortunately, we do not offer any trials of the products for any of our customers.

2. Can I rent a product?

Unfortunately, we do not offer any product rentals at this time.

3. Can the products be assembled by bettercaremarket

Unfortunately, we do not provide the assemblage of products. We provide instructions for the use and assemblage of our products together with our invoice.

Whilst not all our products require assemblage, we ask that customers who are ordering mobility products (especially for the elderly) have family members present and able to assist in the construction of the product.

4. Do you have a showroom?

Currently, we do not have a showroom.

5. Can I send my order as a gift?

You can send your order to somebody else as a gift. A packing list, which does not include the order’s dollar value, will be included in your parcel. The tax invoice will be e-mailed directly to you. However, we will not be responsible for the wrapping.

6. Are the product images accurate?

We have ensured that all our product images best represent the products we are selling. If the colour or the shade differs, it may be a result of the device you are using to view the product.