FAQ, Postage, Returns
Q1: What is the postage cost?
A: Postage to all Australian states is free.
Q2: Postage Method?
A: We will post all items within 24 hours of receiving your order and payment. Most of the time we post the same day. We use Australia Post express, next day, delivery service for all orders above $50. We will provide you with the online tracking number immediately after posting. So, in most cases you will receive your item the next day. Postage to more remote country towns may take a day or two longer.
For orders under $50 we use regular postage. Please allow 2-5 working days.
If you do not receive your item within the allocated period, please notify us immediately so we can track your item quickly and determine its location.
Please note: Regular postage is not trackable.
Q3: International Postage?
A: Sorry we do not post overseas.
Q5: Health Fund Rebates?
A: You may be eligible to claim back the full cost of our TENS machines from your health insurance company. Simply let us know if you wish to claim and we will issue a full Tax invoice showing all required information. You can check with your insurance company if you are eligible.
Please Note: We are now registered with BUPA. Customers are now eligible to claim back. Please use our BUPA Provider Number when lodging your claim.
Q4: Is there a Pick Up service?
A: We do offer pick up to our local customers. However, please give us a call first to arrange an appointment. Items can only be picked up from our Southport office.
Pick up from our Pimpima warehouse is not available.
Q6: Warranty on TENS machines?
A: All TENS machines are covered by a full 12 months replacement warranty. New for old. Simply, send us an e-mail explaining the problem and we will act within 24 hours to solve the problem. If the machine turns out to be faulty, we will replace it. After the first 12 months (2nd & 3rd year), we still offer full support and only the cost of the parts or the cost of the unit will be charged. Disposable parts including: Pads, Batteries, Power Adapters and Electrode Wires are not covered by the warranty unless, they are dead on arrival.
Please Note: customer to pay for all shipping costs, including the return of the replacement item to you.
Warranty on all other products is 12 months
from the date of purchase. Customer to pay for all shipping costs.
Secure Ordering & Payment Options
Online ordering and payment is very simple and secure. Simply, add your item to the CART and pay for it. Credit Card payments through Stripe payments are encouraged because they will reach us quickly and they are very safe. Once payment is made we will receive your order, within minutes. Your Postal address will also be shown so, there is no need to do anything else. We will then respond by sending you a confirmation e-mail.
If you prefer to pay by Bank transfer or Bank Deposit or B-Pay, then we need you to fill out the provided form at checkout giving us your postal details.
Our BSB and Bank account Numbers are shown at checkout, CART PAGE.
For B-pay payments, Please send us your payment reference number so we can keep an eye on it. B-Pay transfers may take 1-2 working days to reach us.
Returns & Refunds
Returns allowed if the item is be back with us within 15 days of purchase. Returns over 15 days will NOT be accepted. The item must be in its original packaged condition with all accessories and parts. The customer however, must pay for the Return Shipping Cost and the Initial Express Postage Costs. For your safety and health regulations, all used electrodes cannot be returned to avoid possible skin infections. If the item is damaged in any way by the customer, then the customer must pay for both repair and postage.
If the item is returned due to change of mind, a 10% re-stocking fee will be charged.
If you are having a problem with the device during the warranty period, please let us know and we will be glad to solve the problem. Again, all shipping costs must be borne by the customer. So, please include a pre-paid express bag with the faulty item so we can send back your replacement quickly within 24 hours.
PLEASE READ THIS POLICY CAREFULLY & if you are not happy with it or you need more info, please do not hesitate to contact us.
WE BELIEVE THAT THIS POLICY IS FAIR, WILL PREVENT FRAUD & ALLOW US TO CONTINUE & support your warranty claims years down the track.