FAQ

You can provide feedback or lodge a complaint by phone, email, or through our “Contact Us” section on the webstore. We aim to acknowledge all concerns within 2 business days and work with you to resolve them.

Please provide us with your updated plan details. For NIISQ, updated Service Approvals should be sent directly from NIISQ to avoid delays in processing your order.

Contact our Customer Relations team on 1300 087 786 (option 1) with your updated plan details, and we will update your account accordingly.

Yes. Provide your Plan Manager’s contact details, and we can send invoices directly for your convenience.

NIISQ orders require a valid Service Approval. Products requested must align with this approval, and we can bill directly to NIISQ on your behalf.

Yes. We can provide a formal quote through our Business Development Team. Please email requests to info@hecsa.com.au or call our Customer Relations team.

Please provide your DOB, NDIS number, plan type (self-managed, plan-managed, or agency-managed), plan dates, and product details.

Please provide your participant details, Service Approval Number, and product requirements. This ensures your order is processed correctly under NIISQ.

Yes. For agency-managed NDIS participants, we claim directly through the NDIS portal. NIISQ orders are billed directly to NIISQ. For self-managed participants, payment is required upfront before dispatch.

Yes. We can provide invoices and quotes for self-managed participants to support claims and reimbursements.

Yes. Orders must align with your approved funding categories and plan authorisation. For NDIS, a copy of your order is generally sent for approval before dispatch. For NIISQ, all products must align with your approved Service Approval. Items outside this may require additional approval.

Yes. We also work with a range of other funding providers. Please contact our Customer Relations team with your funding details so we can confirm billing arrangements.

You can place an order by phone, email, or through our online ordering system. Our Customer Relations team is available to assist you throughout the process.

Yes. Standing orders are available for products you need regularly. Our team will contact your nominated representative before each dispatch to confirm details.

Standard delivery is within 3–5 business days, depending on your location and stock availability. If your order is urgent, please contact our team by phone so we can prioritise your request where possible.

If your delivery is delayed or hasn’t arrived, please contact our Customer Relations team by phone or email. We will track your order and provide an update.

Yes, only if the order has not yet been dispatched. Please contact our team as soon as possible to request changes.

Yes. Same-day delivery may be available depending on your location and product availability. Please contact our team to discuss urgent requests.

You will receive a tracking notification to your registered email or phone number. Alternatively, you can contact our Customer Relations team for an update.

Unfortunately, no. Each participant requires their own account, and only one registered address can be linked to each account.

You can contact our team at any time to adjust your standing order before it is confirmed for dispatch.

You can contact our team at any time to adjust your standing order before it is confirmed for dispatch.

Please notify us as soon as possible to update your records and ensure your delivery is sent to the correct location.

Yes. An account is required so we can ensure we have the correct delivery, contact, and funding details. This also helps us process your orders accurately and provide the right support for your needs.

Yes. We ask for at least 24 hours’ notice to allow for approval and packing. Our collection locations are:
Tingalpa, QLD: 28 Proprietary Street, Tingalpa QLD 4173
Garbutt, QLD: Unit 1, 1–3 Civil Road, Garbutt QLD 4814
Once your order is ready for colelction our Customer Relations team or Townsville Branch will contact you to collect your order.

Yes. If your preferred product is unavailable, our team will suggest equivalent alternatives where applicable and provide information to help you make an informed choice.

Our Customer Relations team can provide product guidance. For clinical advice, please consult your healthcare professional.

Samples are available for selected products. Please speak with our team to check availability.

Stop using the product immediately and consult your healthcare professional. Please also notify our team so we can raise the issue with the supplier.

Funding depends on your plan approval and support categories. Please check your approved funding list or discuss with your Support Coordinator or Planner.

Yes. Returns are accepted for unopened, unused products in their original packaging within 48 hours of delivery. Please contact our Customer Relations team before returning any items.

We do not accept returns or refunds on washable items, nutritional products, or specially ordered items.

If your items are damaged in transit or you receive the wrong product, please contact our Customer Relations team immediately. We will arrange a replacement or refund.

If the return is due to an error on our part (e.g. incorrect item supplied or damaged goods), we will cover return costs. For change-of-mind or incorrect ordering, return postage is the responsibility of the customer.

You can request a return or refund by: Calling our Customer Relations team, or Emailing orders@hecsa.com.au with your order number and details of the item(s) you wish to return, or Submitting a request through your webstore login. Our team will provide instructions on the next steps.