FREQUENTLY ASKED QUESTIONS

Customer Service

How do I contact MedCart Australia’s customer service?

You can fill out the online form on the Contact Us page and we will reply to you at the earliest convenience. The Customer Contact Centre business hours are 9am-5pm Monday to Friday (AEST).

Do I need to set up an account to place an order?

You can shop at MedCart Australia without creating an account.

However, registering does have some benefits:

• Track your orders and review past purchases
• Request a return or exchange directly from your account
• Add sold out items and products you love to your Wish List
• Receive exclusive promotions
• Save your address and card details so you can shop even quicker next time

Please note: Emails from us may appear in your junk/spam folder.

Do I need to set up an account to place an order?

You can shop at MedCart Australia without creating an account.

However, registering does have some benefits:

• Track your orders and review past purchases
• Request a return or exchange directly from your account
• Add sold out items and products you love to your Wish List
• Receive exclusive promotions
• Save your address and card details so you can shop even quicker next time

Please note: Emails from us may appear in your junk/spam folder.

I’ve forgotten my password – what should I do?

To reset your password, follow the 'FORGOTTEN PASSWORD' instructions on the SIGN IN page. Please note, for security reasons we are unable to send your old password via email.

Is there a minimum order purchasing through MedCart Australia?

We currently have no minimum order values, you can order as little or as much as required as we understand each individual’s needs.

I like to check if we can have a sample?

Samples can be arranged on a case by case basis. Larger group, clinic or institutions clients we often provide material to for evaluation purposes.

What happens when we receive a failed delivery attempt notification?

Please contact the freight company or local post office to collect/or arrange a redelivery of the item(s). MedCart contract freight providers for a door to door service, but they will only redeliver a certain number of time.

Can I change my order before it’s sent out?

Yes – if your order has not been dispatched, we are more than happy to assist.

Please contact our customer service team urgently on the Contact Us page and we will reply to you to process additional payment or refund differences at the earliest convenience. The Customer Contact Centre business hours are 9am-5pm Monday to Friday (AEST).

I require a formal quotation

No problem. MedCart Australia are happy to provide quote(s) to individuals, organisations, companies etc.

Please email us with the details on the Request Quote page even if you are unsure of product specifics or codes. Let us know what you are sourcing, including approximate quantities, and we can try facilitating.

Disclosing as much information as possible, including the billing and shipping address, will make for a quick quoted response.

I have not received an order confirmation

Order confirmations are emailed automatically to the email address provided when processing your order.

It may appear in your junk/spam folder. If you have entered an incorrect email address and have not received our Order Confirmation – please Contact Us to update your details.

What is a backorder email?

Our website display's if an item is out-of-stock and an approximate lead time for ordering. However, if you're happy to wait for the lead-time, please 'Add to Cart' and proceed to check-out.

Once your order has been processed, a backorder notification will be sent advising an approximate date of dispatch for your out-of-stock items. We can also recommend alternatives if the date does not suit your time-frame.

Do you have any discount codes/promotions?

Please subscribe on our website or keep an eye on our Instagram/Facebook to receive the latest discount codes and promotions.

Is this legit? Are the products real?

MedCart Australia is a renowned medical and healthcare product supplier.

All products offered by MedCart are:

• 100% Real.
• Certified.
• Legitimate.

MedCart would always recommend only purchasing via an Authorised Distributor such as MedCart. Many top brands including 3M Littmann list their authorised resellers on their "where to buy pages".

Products

What is the difference between a P2 Respirator Mask and a Surgical Mask?

A P2 Respirator protects the wearer and surrounding environment. A surgical mask on the other hand is a loose-fitting device that creates a physical protective barrier which is intended to protect others, not the wearer, from saliva and respiratory secretions. Unlike a P2 Respirator Mask, a surgical mask has no seal around the face allowing airborne particles to enter from loose gaps.

Does MedCart Australia offer price matching?

Yes! Many of our third-party sellers offer price matching.

However, to confirm a price match with one of our third-party sellers, You will need to fill out the online form on the Contact Us page and we will reply to you at the earliest convenience. We will then contact the retailer on your behalf to confirm whether the price match is accepted or not.

Unfortunately, not every third-party seller on MedCart price matches.

If a sale or promotion ended yesterday, can I get the sale price today?

Unfortunately, once a sale or promotion has ended, the offer is no longer valid. All promotions have a predetermined end date found on their banner advertisements.

If you are unsure when a sale or promotion is ending, contact the friendly Customer Contact Centre as soon as possible.

Are any items excluded from the Returns Policy?

Please choose carefully when purchasing the following merchandise as a change of mind returns will not be provided on:

• Custom made, monogrammed, personalised, and altered products
• Delivered large electrical, Big & Bulky items, furniture or mattresses
• Any item flagged as non-standard delivery

For more information on returns, view our Delivery & Returns Policy.

How do I return an item?

Our Returns Policy is all about making it easier for you to purchase different items from multiple sellers. With purchases made on MedCart Australia, our Returns Policy makes returns simple. For your convenience, you can return an item via post.

Returning Items via Post

Returning via post is usually the quickest way to get your refund. To generate a returns label, sign into the MedCart Australia, click on “My Account” at the top right of the page, find the return item in your purchase history and click “Return Items” and follow the instructions to ship your purchase back to the seller.

What proof of purchase do I need to present for a return?

Returns, refunds and exchanges must be accompanied by any one of the following proof of purchase documents:

• Online Tax Invoice with the MedCart logo
• Financial Statement (i.e bank statement, credit card statement)

For more information on returns, view our Delivery & Returns Policy.

What do I do if my product is faulty that I bought from MedCart Australia?

If you believe an item is faulty, please call MedCart Customer Contact Centre by filling out the online form on the Contact Us page.

Contacting Sellers

Can I contact the seller, as I have a query about the product?

Please contact our friendly MedCart Australia Customer Contact Centre, and they will be happy to contact the seller on your behalf to answer your product queries.

Payment

Can I use PayPal to pay for my item?

Yes, MedCart Australia accepts PayPal.

Does MedCart Australia have Afterpay?

Yes, MedCart accepts Afterpay payments.

Does the MedCart Australia offer Layby?

Sorry, we do not offer Layby on products sold through MedCart.