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Frequently Asked Questions

SHIPPING FAQ

- We offer FREE shipping worldwide for online orders that are over AUD $100

- Orders under AUD $100 are shipped at a rate between AUD $12 - $20

Please note, we are unable to ship to Mainland China but we do ship to Hong Kong and Taiwan.

Items within Australia will normally arrive overnight and are shipped via Star Track (FPP) or Australia Post Express. You can track these orders here:

Star Track

Australia Post

Items shipped outside of Australia will normally arrive within 5 - 10 business days and are shipped via DHL eCommerce (please see this chart for estimated transit times). Please note that this service is different to DHL Express. Some of these orders may incur a duty or customs charge on importation to your country. We are unable to advise this at the time of purchase. All related duties and customs charges are to be paid by the customer.

If you have not automatically received your tracking number via email, please contact us and we can easily provide it to you.

For international customers who have received their tracking number by email - you can track your order on https://webtrack.dhlglobalmail.com/

Please note that all DHL eCommerce orders are handed over to the local postal service in your country for Customs Clearance and delivery and are often tracked under a different tracking number. To find this tracking number, paste your eCommerce tracking number (beginning with AUBK) into the above link and you will see a different tracking number under the ‘Delivery by Postal Provider’ heading that can then be copied and pasted into your postal providers tracking page – e.g. USPS, Royal Mail, NZ Post, Deutsche Post, etc for more detailed tracking updates.

MONTHLY INVOICE FAQ

If you have been pre-approved by Precise Medical, you may order online and have the amount applied to a monthly invoice.

If you wish to be pre-approved please contact sales@precisemedical.com.au

These are the steps to place an order that will be applied to a monthly invoice, once you are approved:

1) Add items from the site to your cart and continue to the checkout process.

2) When choosing your payment method - select "Monthly Invoice"

RETURNS FAQ

RETURNS POLICY

We accept refunds and exchanges for any reason and in any time period, as long as items are returned to us in original, saleable condition. Tags and packaging must be unmarked and fully intact.


HOW TO RETURN AN ITEM FOR REFUND OR EXCHANGE (if applicable)

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

3 simple steps to return your item:

1. Before sending your order back, please contact us via admin@precisemedical.com.au or 1 800 689 400 (Australia) so we can approve the return.

2. Securely wrap the items to protect the original packaging. Address the parcel to:

Precise Medical Supplies
PO Box 421
Paddington NSW 2021
Australia

3. Take the parcel to the post office.

Please note: You must pay for all shipping costs associated with the return. Shipping costs are non-refundable.

We recommend getting the 'Registered Post' option over the counter at the post office, so that if your package goes missing you can track it down.

As you are the sender in this case, we will not have the authority to track down a parcel if it goes missing. Nor can we guarantee that we will receive it, so registration or insurance is especially recommended for items that are worth more than $75.

When your return arrives in our warehouse we will send you an email to notify you that we have received it.


REFUNDS (if applicable)

Once we have received your return, we will refund your order within 48 business hours of receiving it. We will send you an email to let you know this has been done.

The refund should arrive in your account within 1-5 business days.

What to do it your refund is late or missing.

Refunds can take several days to show up on your account. If you haven’t received a refund after 5 days, take the following steps:

1. Check your bank account again. 
2. Contact your credit card company - sometimes there can be delays in refunds being officially posted. 
3. Contact your bank - sometimes there can be delays in processing time before a refund is posted. 
4. If you’ve done all the above and you still have not received your refund, please contact us at admin@precisemedical.com.au


EXCHANGES (if applicable)

Once we have received your return, we will process your exchange within 48 business hours of receiving it. We will send you an email to let you know when it is on its way.

Please note: You must pay for all shipping costs associated with the exchange. Shipping costs are non-refundable.


WHAT TO DO IF YOU RECEIVE FAULTY OR INCORRECT ITEMS

We do everything in our power to ensure that you receive goods in excellent condition. However, if you receive the wrong item, or an item that is damaged or faulty in any way, you may choose to have it replaced or refunded.

Before sending your order back, please contact us via sales@precisemedical.com.au or on 1 800 689 400 (Australia) so we can approve the request and advise on return shipping.