All orders are processed within Monday to Friday business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

Package Size Limitation:
Packages that exceed 100cm x 100cm x 100cm may be split during our packaging and processing stages. In such cases, additional fees may apply. We will contact you to discuss each individual circumstance before sending your order.

Potential Delays:
Potential delays may occur due to a high volume of orders or postal service problems that are outside of our control. Rest assured, we will keep you up to date with any progress.

Domestic Shipping Rates and Estimates:
For calculated shipping rates: Shipping charges for your order will be calculated based on the dimensions and weight of the items and will be clearly displayed at the checkout stage, ensuring transparency and allowing you to review and confirm the shipping costs before completing your purchase.

Threshold Delivery by Third-Party Providers:
For deliveries by our third-party service providers, please be aware that they will deliver your items up to the threshold of your property. While they ensure a doorstep delivery, it’s crucial to understand their operational limitations – they are unable to carry out deliveries upstairs or inside your homes.

Special Delivery Requirements:
If your delivery requires bringing items upstairs or inside your home, we recommend getting in touch with us before finalizing your purchase. We are more than happy to assist you in making the necessary arrangements for such specific delivery needs. Your satisfaction and convenience are our top priorities, and we strive to accommodate special requests to enhance your overall shopping experience.

Feel free to contact our customer service team to discuss any special delivery requirements, and we’ll work with you to find the most suitable solution. We appreciate your understanding and cooperation in ensuring a smooth and tailored delivery experience that meets your unique needs.

Local Delivery:
Deliveries are made from 9 am on Monday to Friday. We will contact you via the phone number provided at checkout to notify you on the day of our arrival. Shipping charges for local delivery will be calculated and displayed at checkout.

In-Store Pickup:
After placing your order and selecting local pickup at checkout, your order will be prepared within 1 to 5 business days. We will send you an email when your order is ready along with instructions. Pickup hours are 10 am to 4 pm on Monday to Friday. Please have your order confirmation email with you.

International Shipping:
Unfortunately, international shipping is not offered at this time.

Order Status:
When your order has shipped, you will receive an email notification with a tracking number to check its status. Please allow 48 hours for the tracking information to become available.

Order Issues:
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at [email protected] with your name and order number, and we will look into it for you.

Repairs:
If your item needs repair, bring it to one of our stores for evaluation. Items ordered remotely must be shipped to Coastcare for assessment of replacement, repair, or warranty coverage.

Refunds, Returns, and Exchanges:
For our return policy, goods must be returned within Seven (7) business days of the purchase date, accompanied by proof of purchase. Some medical rehabilitation equipment cannot be returned unless a product fault can be demonstrated and/or identified.

Items that cannot be returned unless the product packaging remains sealed and un-tampered include:

Underpants
Hipsavers
Kylies, including chair pads
Transfer Belts
Body Assist support range
Cam Walkers, Pro-cast, and Post-Op shoes
Pillows and Cushions, including Silicore Cushions
Urinals and Bed Pans
Bath Mats
Sheepskin range
Silicore Heel Booties
Tens Machine Electrodes
Mattress Overlays
Gelbo and Dermasaver range
Tubular padding
Contacting Coastcare:
For further information regarding Coastcare Refund Policy, you can contact us at Email: [email protected]

Damaged Orders:
In the event that your order arrives damaged, please email us as soon as possible at [email protected].