FREQUENTLY ASKED QUESTIONS

Here are the answers to some of the common questions we receive.



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.


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".


How can I check if a product is in stock?

Our website should display if an item is out-of-stock and an approximate lead time for ordering.


Sales & Price Matching

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.


Pricing

Is GST included in the online web price?

All MedCart Australia web prices are excluding GST.

GST is added to your order if applicable at the time of order placement and is confirmed prior to making payment upon checkout.


Shipping & Delivery

When will I receive my order?

Standard delivery is 4-7 business days Australia-wide; including Metro and most Regional areas, and 7-10 business days for Regional Western Australia, Queensland and Northern Territory.

Bigger and Bulkier items such as furniture, beds and large equipment may take longer, and incur an additional delivery fee – please refer to the product page for delivery information.

For all Sellers on MedCart Australia delivery standards ensure delivery is within 7 business days. Some products may take longer to be delivered – if this is the case, the delivery timeframe will be detailed on the product listing page.


How can I track my order?

Once your order has been dispatched, we will send you an email. You can follow the status of your order using the tracking number provided in this message.


How much does delivery cost?

Delivery charges are determined by the seller.


Can I use Shipster?

Shipster is currently not available on MedCart Australia.


Who should I contact if I have questions or concerns regarding the status of my order?

Please contact us by completing the form on the Contact Us page. The Customer Contact Centre business hours are 9am-5pm Monday to Friday (AEST).


If I only placed one order, why am I receiving multiple parcels?

Purchases are shipped from our sellers, therefore if your order contains items from multiple sellers, they will be shipped to you separately, from different locations.


I’ve received one item, but where’s the rest of my order?

Items are shipped by the seller, so if your order comprises of items from multiple sellers, each item will arrive separately. Please check the delivery information provided for each item for full details. If you still have concerns please contact MedCart Australia’s Customer Contact Centre.


Can I Click & Collect from MedCart Australia’s third-party sellers?

Due to MedCart’s network of nationwide sellers, if you select Click & Collect from a third-party retailer, you will be required to pick up your item from their predetermined location.


Why is there only one collection location option?

When purchasing from a third-party retailer on MedCart Australia, you’ll only be able to Click & Collect from a predetermined location – often their shop, warehouse or distribution centre.


Refunds, Returns & Exchanges

Can I have a refund if I change my mind?

If you have changed your mind and you are able to provide satisfactory proof of purchase, a MedCart Australia Seller may offer you an exchange or refund provided that the merchandise:

  • Is in saleable condition
  • Is unworn or unused with all original, sealed packaging and tags attached
  • Is not subject to the exclusions listed below
  • The exchange or refund must be sought within a reasonable period of time (in most cases a reasonable period of time is deemed to be 30 days).

For the full terms and conditions on returns, view our Delivery & Returns Policy.


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.