Frequently Asked Questions

ORDERING

Q: Can I pick up my order?

A: Yes! If you wish to pick up your order from our Toowoomba store, select the In Store Pick Up option during checkout. Be careful to note the terms and conditions of sale. We’ll be in contact when your order is ready for pickup. To double check availability of stock, give us a call or email before placing your order.

Q: Can I qualify for a discount?

A: We work hard to keep our prices as low as possible, to help ensure everyone has access to the same healthcare and medical goods the professionals use. As a result of this, it’s not possible for us to offer further discounts while keeping the doors open for everyone.

Q: Do I need to pay GST?

A: As we are an Australian supplier servicing Australia, all products subject to GST have this cost included in the price. Rulings on exemptions to GST are determined by the Australian Tax Office, hence they are outside of our control.
Business to Business, transactions normally present GST exclusive prices. The GST component is paid, and claimed back in the BAS return.
Retail transactions always show the GST inclusive price. Since we are dealing in both areas, both prices are clearly shown.

Q: How long after ordering can I expect to receive my product?

A: Upon successful payment we will endeavour to dispatch your goods within two working days, after which Australia Post delivery times will depend on the distance between warehouse and destination. You will receive an email to notify you when your order has shipped, and signature on delivery, included with every order, will ensure the product reaches you suc.

Q: I prefer not to order online. What other ways can I order?

A: We are primarily a bricks and mortar store and are eager to have a chat should you wish to come in or give us a call. We’re more than happy to take your order over the phone or have you purchase your goods from our store directly.

Q: I’m an international customer. How do I complete my order?

A:Insurance conditions and a multitude of laws covering medical products, throughout the world prevent us from selling overseas.


PAYMENT

Q: What forms of payment do you accept?

A: We accept payment via PayPal or by credit or debit card through the same system. You can also purchase with cash or EFTPOS in store.

Q: How will I know that my payment has been received successfully and my goods posted?

A: You will receive an email notifying you that the payment has been received. We almost always ship within one working day of receiving payment and once this has occurred, you will receive an email notifying you that your goods are on the way!

Q: Is it safe to purchase through the online store?

A: The Brady’s Medical Supplies website operates on a server secured by SSL. You will note when going through checkout that a small padlock appears in the address bar of your browser to notify you that this is so. Payments themselves are processed through PayPal directly and hence secured by PayPal’s systems. Payment details such as card numbers are not kept or recorded by the system.

Q: Are my credit card details stored?

A: No. Even when paying with card, your purchase still takes place through the encrypted PayPal payment gateway. As such, unless you instruct PayPal to store your payment details for later, they will not be stored. Even if you elect to save these details, they will be saved within PayPal’s systems and not with our own. If you call us directly to pay with your card, we will place your card number directly into our merchant facility whilst on the phone with you, ensuring it is not retained once payment has been processed.

Q: Can I cancel my order?

A: We endeavour to dispatch orders quickly once received, and should your item already have shipping processed, cancellation will not be possible. Please contact us by phone if you wish to cancel your order and we will see what we can do to help.

Q: I don’t have a PayPal account. How do I pay?

A: You don’t need a PayPal account to use it to pay with your card. Simply follow the prompts to pay via card using the PayPal system. Should you wish to sign up for a PayPal account, you can do to by visiting www.paypal.com.au


POSTAGE & DELIVERY

Q: How is my item packed?

A: We will take every care to ensure your goods are handled and packaged to ensure they arrive safely.

Q: How do I know when my item has been posted?

A: After we’ve provisioned for postage and sent your order off, we’ll make the order as sent and you’ll receive an automated email to let you know that your goods are on their way. If you have an account, you can log in and go to "View Order Details" further info and to see your order history.

Q: How is postage calculated?

A: All of our items are shipped via the Australia Post Parcel Post service and include signature on delivery. Enter your postcode into the postage calculator during checkout to see the cost of shipping your items. This cost includes both preparation and shipment of goods based on both volumetric and physical weight, as per Australia Post specifications.

Q: How long will delivery take?

A: Australia Post’s Parcel Post service deliver Australia wide approx 2-7 days (depending on location) sent with Australia Post or Courier. Further information on Australia Post Parcel Post can be found on their website at http://auspost.com.au/parcels-mail/parcel-post.html

Q: Can my goods be delivered to a PO Box?

A: Goods can be delivered to a PO Box.

Q: You sent me an email saying my item was posted and I still have not received my order. Where is my item?

A: All good we ship require signature on delivery before the courier or driver will hand you the package. Sometimes a driver may miss you when attempting delivery and forget to leave a “You have mail” card. Other times delivery may be affected by busy times or road delays, which is why delivery times are given as estimates only.

Q: How do I calculate postage on multiple items?

A: Place all items in your shopping cart and you will have the option to calculate combined shipping at checkout. This will happen before you need to pay, so you can use it as a guide when evaluating costs before choosing whether to complete your purchase.

Q: My posted item is taking longer than the estimated delivery time. Why?

A: Delivery times can sometimes be longer than the estimated due to delays or unforeseen circumstances. This can sometimes be the result of busy periods for Australia Post, or due to road delays. Delivery to remote locations or those far from our store may also take longer than the average. It is also possible that the delivery driver may have made delivery attempts to your address and you have not been there, so check your mailbox for calling cards.

Q: Is my parcel trackable?

A: Yes. Parcel post includes tracking as a basic feature. Your tracking number will be given to you with your shipment notification.

Q: What will happen if I am out when my parcel arrives?

A: Where delivery is not possible, the parcel will be taken to your nearest post office and you will receive a “You have mail” card. If you are seeking delivery to your home and are out during the day, we recommend providing a daytime delivery address such as your work address to avoid having to visit the post office if this is inconvenient to you.

Q: I have an urgent need for these goods. What’s the fastest way to acquire them?

A: When going through checkout you will have the option of choosing express or regular services. In regional areas express post may cost much more without necessarily being quicker.


WARRANTIES

Q: Is my item covered by Warranty?

A: Yes! Warranties vary depending on product.

Q: My item doesn't work or is broken when I received it?

A: If the product is not working upon receiving, please contact us so that we can help organise a warranty claim or replacement.

Q: How do I make a warranty claim?

A: Contact us and we will let you know what do when making a manufacturer warranty claim.

Q:How long is my warranty for?

A: Each item has a different manufacturer warranty period. Consult the item manufacturer for more details.


ABOUT US & CONTACT US

Q: Do you have a showroom to view your stock?

A: Yes we do. Our store in Toowoomba, Queensland has been operating since 1991 and we would love to see you to discuss your needs.

Q: Where can I find more information about Brady’s?

A: Visit the About Us page to see our opening hours, location map, store overview and more. Use the Contact Us page to get in touch via phone, email or message.