Placing an Order & Shipping Conditions

PLACING AN ORDER

Ordering on bettercaremarket

Browse our site and simply add required items to your cart, select checkout, then follow the prompts to enter your shipping details, payment information and any comments. An order confirmation will be emailed to you immediately.

If you change your mind or wish to adjust your order, just call us on 1300 172 151 (or email customercustomercare@bettercaremarket.com.au outside of business hours) and we'll make the necessary changes. Please note, we endeavour to ship all orders within 24 hours of receipt, so changes to any order already dispatched may incur a fee.

The bettercaremarket Support team - Phone 1300 172 151

Our Customer Service Team is available to take your call 8:00am to 6:00pm (AEST), Monday to Friday (excluding NSW public holidays). Outside of those hours, you can email or leave a phone message and we'll respond the next working day. Once your order is processed and dispatched for delivery, a confirmation email will be sent to your nominated email address.

On the bettercaremarket website a chat box is at your disposal 24/7. Outside of office hours, please leave us your contact details and we will get back to you first thing in the morning of the next working day.

Can I view the featured products ‘in-store’?

No, we are an online-only retailer with no physical store locations. This means we can keep our overhead costs down and pass these savings onto you with low prices and free shipping Australia-wide (excluded for bulky and special delivery products).

Our website has detailed information on each item’s dimensions, features and benefits, all the available options like colours and sizes, a product brochure if available, and any reviews from other customers who have purchased the item.

If you have further questions about any of the products featured on our website or would prefer to order over the phone, simply call us on 1300 172 151 and a member of our friendly team will be glad to assist you.

Customer Satisfaction Guarantee

Our goal is to provide a simple and supportive shopping experience where customers can choose from a large range of quality healthcare equipment, irrespective of time or location. Customer satisfaction is our main priority. If you are not satisfied with the quality of our product or service, please let us know so we can resolve the problem immediately.

SHIPPING CONDITIONS

WE DELIVER TO YOUR DOOR

bettercaremarket is committed to a high standard of service so we aim for short delivery turnarounds wherever possible. In collaboration with our suppliers we endeavour to dispatch orders received during standard business hours on the same day as they are received (subject to availability).

We provide free standard shipping for most of our non-bulky products. Free standard shipping refers to the service that ships products on business days (Monday – Friday) that provides the customer with full tracking so that the sender and the customer can see when the package has been delivered.

There are some products that require a shipping amount due to their weight as well as their shipping destination. As such, these products have been marked on our website and customers will be urged to call us to verify a quote for their order before they can proceed to checkout to complete their order.

Most of our products will come from different suppliers who are located across New South Wales, Victoria and Queensland. We will provide our customers with a shipping confirmation email to the email address you provided with the order, including tracking information.

This tracking information is provided by the carrier used by our supplier. The carrier’s tracking information may not always be accurate. Our customer support team will be available to assist in verifying the customers’ delivery location.  

We may require a signature on delivery (anyone can sign). In the event a signature is required, we cannot ship to PO Boxes and we will require a delivery address where someone will be available to receive goods (such as a work address). If no one is home to receive your item, you will be left a card with an 'authority to leave' option.

At this time, we do not offer express shipping.

Incorrect delivery address/returned goods

If an incorrect delivery address is provided or a package is returned to us as undeliverable, a freight charge will apply to send it again. This charge will be dependent on the location and size of the delivery. We will provide you with a quote and invoice for payment. Any applicable freight charges must be paid before products are shipped.

Returning Damaged or Faulty Products

1. Once you find that you received faulty or damaged goods, call us immediately on 1300 172 151
2. Provide us with a copy of your tax invoice or similar proof that the item was purchased from us
3. Describe accurately the problem you have encountered and provide evidence (e.g. a photograph) to support your claim
4. State whether you are requesting a replacement, repair, refund or credit
   1. When a return is authorized (and in some cases; when a RA number is provided), it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to return the product in its original packaging may affect the ultimate resolution to be offered, which may include repairs, replacement items or store credit at our discretion