100% Australian Owned 07 5524 2000

AUSTRALIA-WIDE SHIPPING $15

FAQs

HERE WE HOPE TO ANSWER MOST OF YOUR QUESTIONS REGARDING YOUR RELATIONSHIP WITH SOLUTIONS MEDICAL

GETTING STARTED
You are welcome to call us on 07 5524 2000 and order over the phone with Visa or MasterCard.
OR:

Create an account by logging in as a new user or login as an existing user. Once you have done this your account has been activated. You can browse and purchase 24/7 for next Business day dispatch. You can also buy from us as a guest.
We regret that we cannot approve customers outside Australia as restrictions govern the export of Medical Devices outside of Australia based on TGA Legislation.

 

Q: Is Freight Free

There is a freight cost of $15.00 for your complete order except for any items that require request a quote. These products will require a separate freight cost as they are large items and pricing varies.

Please note we only ship within Australia
Large or Bulky items eg:  Wheelchairs, Tables, Heavy Equipment etc will require a Freight Quote.
All items that are able to be added  to cart will incur a maximum one off freight charge of only $15

Products are usually shipped next business day. Transit times below are for regular shipments based on Australia Post estimates. 

NSW Transit Times 2-3 Business Days. 
VIC   Transit Times 3-5 Business Days.  
QLD  Transit Time 3-5 Business Days
SA    Transit Time 4-6 Business Days
WA   Transit Time 4-10 Business Days

 

Q: What is the warranty on my purchase

Products are covered under Australian warranty for hardware failure, usually between 1 and 12 months from date of purchase.
Manufacturers have limited warranties that cover direct manufacturing faults or failures in their products. No warranty is guaranteed and the final claim is at the discretion of the distributor or manufacturer of that product.
We only stock reputable brands that stand behind their product.

Solutions Medical is a registered Australian Company domiciled in the state of NSW and comes under the Regulations of the Trade Practices Act and is also subject to TGA Legislation regarding most Medical Devices.
Statutory Warranty applies as per the ACT as well as Solutions Medical Goods Return Policy as follows:
If any item is found to have a Manufacturing Defect, then you should call Solutions Medical Customer Service 0n 07 5524 2000 to receive authorisation to return any faulty product. We will report the fault to the Supplier as well as the TGA if applicable. We will replace any faulty product if we confirm the fault and will offer a full refund or exchange.

 

Q: What is the Return Policy

Our return policy is designed to give you peace of mind when purchasing from Solutions Medical.

All items returned must be in brand new, unused condition in original packaging. The item must not show any signs of use or be marked. If you would like to return please go to our return page and complete a return request form. Your satisfaction is our first priority.

If there is any problem with your order please contact us immediately to enable us to rectify the problem and satisfy your requirements as soon as possible.
We  will refund any items purchased that are found to have a Manufacturing Defect. Please call Solutions Medical Customer Service or just email us at [email protected] to receive authorisation to return any faulty product. We will report the fault to the Supplier as well as the TGA if applicable. We will replace any faulty product if we confirm the fault and will offer a full refund or exchange.  All returns must be in its original packing status and returned within 7 days of the receiving your parcel.

 

Q: Something is missing from your order

We carefully pick, pack and check each order. If you discover any item missing from an order please contact us within 48 hours of receiving your order by email to [email protected]

 

Q: What payment methods do you accept

We accept various payment methods.
Bank transfer
Visa and Mastercard directly on our website via a secure payment gateway.
PayPal is also accepted and is a safe and reliable way to pay online. You can also pay with American Express through PayPal. 
Payments must be received within 7 days of purchase. Supply will not be guaranteed after 7 working days. We Accept Bank Deposit, Internet Transfer, Visa MasterCard, Money Order, Bank Cheque and PayPal.

Credit Card services are available if required please call  or email us to make payment.

Please use your name or invoice number as a reference only! Other reference could delay our dispatch time. We recommend PayPal for your own protection and ease of transaction

 

Q: Is this item in stock

There are literally thousands of items in stock & available to the consumer for First Aid, Medical Consumables, Devices etc. Some of our products are listed because the range is so vast. We can quickly get these products in or dispatched directly from our suppliers as they hold stock for us. The product usually ships to you within 2-3 Business Days even if it is shown as not available. You can feel confident that you will not be waiting and if for some reason the stock is on Backorder you will be notified immediately and you can wait for the product or receive an immediate refund.

 

Q: How can I contact you and can I order over phone

Yes, please call us on 07-5524-2000 or email us [email protected]

We are not a Faceless organisation. If you want to just ask a question we would be happy to receive your call. If you want a quote for larger Bulk Items we would be happy to discuss with you. 

 

Q: Can I pick up my order

Yes, you can order online and then come and pickup from our Tweed Heads South warehouse at 1/29 Industry Drive, Tweed Heads South, NSW, 2486 

 

Q: Are my personal details and payment secure

Solutions Medical secures your personal information from unauthorized access, use or disclosure. Solutions Medical secures the personally identifiable information you provide on computer servers in a controlled, secure environment, protected from unauthorized access, use or disclosure. When personal information (such as a credit card number) is transmitted to other Websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol (256 bit)We do not have access to your Card details or any Paypal Login information.

We have a strict policy on the privacy of our customers. We send all parcels discretely and never give your details to any third party unless we are dispatching directly from our supplier. The password you choose is not known by us as it is automatically generated by secure encryption.

Please refer to our Privacy Policy

 

Q: Will my order be securely packaged

We take great care in ensuring your order is packaged correctly and securely. We want to make sure your item arrives to you how you expect it.

We look for the best rate and safest way to deliver your items purchased through us. Australia Post and various Courier Companies are used and we reserve the right to use this method at our discretion.

 

Q: Do you charge Goods and Services Tax

GST (Goods and Services Tax) will be calculated at checkout.

Not all Medical Products incur GST

 

Q: I have a suggestion or some feedback

We pride ourselves on customer satisfaction and value your honesty and integrity.
Please feel free to contact us if for any reason you're not satisfied with the product or service you have received.
We can work with you to rectify any issues.

REMEMBER WE DO NOT KNOW IF YOU ARE UNHAPPY IF YOU DO NOT TELL US!!

 

Q: Buying a Product
Just click on the product you want and submit the quantity you want and add to cart. Many products will give you options of sizes which you need to tick and add to cart. A drop down menu will appear if products fit these parameters.

 

Q: Product Quality
All products sold by Solutions Medical have been selected from reputable long established suppliers and we select only Hospital Quality Products traditionally because of their standing reputation in Hospitals and the market place. We know that when we advertise a product it has come from a company who carries ISO13485 for Medical Devices.

Q: Single Use Instruments
Many customers buy Surgical Single Use Instruments and you should be aware that although the quality is good, these are not made from the same Stainless Steel that is used for Reusable Instruments. In Hospitals they are used for a single patient because of the risk of cross contamination and infection measures. They are inexpensive and good value for money. They should not be compared to the European Reusable Instruments that cost hundreds of dollars.
For personal use they can be used several times over but will eventually wear out if auto-claved repeatedly.

 

Q: Service Guarantee

Many companies are well respected today because they give good service. Let's face it, if a company doesn't give good service then the astute consumer doesn't return. We are very proud of our reputation as a trusted distributor of quality sterile and non-sterile medical products in Australia. Our Relationships with key suppliers & manufactures mean we deliver top quality brands, along with day to day medical consumables designed to meet your practice needs.Our Customer Service Team is committed to provide you with prompt efficient responses to any requirements you may have. If we can't source a product for you, we will gladly offer our assistance to tell you where best to buy. It doesn't matter to us if your Big or Small we guarantee your experience with our professional team here at SOLUTIONS MEDICAL will be one of complete satisfaction.


Q: Purchasing Medical Devices
All of our Medical Devices are registered with the TGA if applicable by our suppliers and no product is allowed to be sold without the TGA  ARTG Number. You will see these numbers on the listings and you can feel confident that they have been registered in accordance with the ACT.

BUY WITH COMPLETE CONFIDENCE

We are very proud of our reputation as a trusted distributor of quality sterile and non-sterile medical products in Australia. Our Relationships with key suppliers & manufactures mean we deliver top quality brands, along with day to day medical consumables designed to meet your practice needs.

Our Customer Service Team is committed to provide you with prompt efficient responses to any requirements you may have. If we can't source a product for you, we will gladly offer our assistance to tell you where best to buy. It doesn't matter to us if your Big or Small we guarantee your experience with our professional team here at SOLUTIONS MEDICAL will be one of complete satisfaction.

Solutions Medical Pty Ltd 2018 All Rights Reserved

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