FAQ
Accounts & Payment
How do I request a copy of my invoice?
Invoices are automatically emailed once your order has been dispatched. If you need another copy, please contact our team and we’ll resend it.
What payment methods are available?
We accept direct deposit, credit card, and account billing (where approved). For NDIS and NIISQ, we can bill directly to your funding body.
What should I do if there’s an error on my invoice?
If you notice an error, contact our Customer Relations team as soon as possible. We will investigate and issue a corrected invoice if required
How do I update my account contact or billing details?
Please email or call our Customer Relations team to update your account details.
Can I have multiple billing emails for one account?
Yes. We can record multiple billing emails if required.
NDIS, NIISQ & Other Funding
What if my NDIS or NIISQ funding has changed?
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.
How do I update my NDIS plan details with your team?
Contact our Customer Relations team on 1300 087 786 (option 1) with your updated plan details, and we will update your account accordingly.
Can invoices be sent directly to my Plan Manager?
Yes. Provide your Plan Manager’s contact details, and we can send invoices directly for your convenience.
How are NIISQ orders different from standard customer orders?
NIISQ orders require a valid Service Approval. Products requested must align with this approval, and we can bill directly to NIISQ on your behalf.
Can you provide quotes for NDIS or NIISQ participants before placing an order?
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.
What information do I need to provide when ordering as an NDIS Participant?
Please provide your DOB, NDIS number, plan type (self-managed, plan-managed, or agency-managed), plan dates, and product details.
What information do I need to provide when ordering under NIISQ?
Please provide your participant details, Service Approval Number, and product requirements. This ensures your order is processed correctly under NIISQ.
Can you bill directly to NDIA or NIISQ, or do I need to pay upfront?
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.
Can you assist with plan management or claiming reimbursements?
Yes. We can provide invoices and quotes for self-managed participants to support claims and reimbursements.
Are there limits to the products I can order under NDIS/NIISQ?
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.
Do you work with other funding bodies?
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.
Feedback & Complaints
How do I provide feedback or make a complaint?
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.
Ordering & Delivery
How do I place an order?
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.
Can I set up a standing order for regular consumables?
Yes. Standing orders are available for products you need regularly. Our team will contact your nominated representative before each dispatch to confirm details.
How long does delivery usually take?
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.
What should I do if my order hasn’t arrived?
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.
Can I change or cancel my order after it has been placed?
Yes, only if the order has not yet been dispatched. Please contact our team as soon as possible to request changes.
Do you offer express or same-day delivery?
Yes. Same-day delivery may be available depending on your location and product availability. Please contact our team to discuss urgent requests.
How do I track my order?
You will receive a tracking notification to your registered email or phone number. Alternatively, you can contact our Customer Relations team for an update.
Can I order for multiple participants under the same account?
Unfortunately, no. Each participant requires their own account, and only one registered address can be linked to each account.
How do I add or remove items from a standing order?
You can contact our team at any time to adjust your standing order before it is confirmed for dispatch.
What happens if my delivery address changes?
Please notify us as soon as possible to update your records and ensure your delivery is sent to the correct location.
Do I need to have an account?
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.
Can I collect my order from a warehouse or office?
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 collection our Customer Relations team or Townsville Branch will contact you to collect your order.
Products & Support
Do you offer alternative products if my preferred item is unavailable?
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.
Who do I contact if I need help choosing the right product?
Our Customer Relations team can provide product guidance. For clinical advice, please consult your healthcare professional.
Do you supply trial samples before ordering?
Samples are available for selected products. Please speak with our team to check availability.
What if a product causes a reaction or issue?
Stop using the product immediately and consult your healthcare professional. Please also notify our team so we can raise the issue with the supplier.
Are your products covered under NDIS/NIISQ funding for all participants?
Funding depends on your plan approval and support categories. Please check your approved funding list or discuss with your Support Coordinator or Planner.
Returns & Refunds
Can I return products if I ordered the wrong item?
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.
Are there products that cannot be returned?
We do not accept returns or refunds on washable items, nutritional products, or specially ordered items.
What if my order arrives damaged or incorrect?
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.
Do I need to cover the cost of return postage?
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.
How do I request a return or refund?
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.