Orders:
1. How can I contact customer support? Is there someone I can talk to?
You can easily reach our Customer Service Team by calling 1300 647 302 between 9am and 5pm (ACST), Monday to Friday. Alternatively, feel free to email us at [email protected]. We're here to assist you with any questions or concerns you may have.
2. Can I place an order over the phone?
Our Customer Service Team is here to help you select the right products and provide expert advice. You can place your order online or by contacting them on 1300 647 302, from 9am to 5pm (ACST), Monday to Friday.
3. Does being a member of Diabetes Victoria qualify me for any discounts?
- As a paid Member of Diabetes Victoria, you receive a 20% discount on each product with every order, plus free shipping on orders over $100. This discount is redeemable using a code provided by Diabetes Victoria.
- If you are a subscribed Free Member of Diabetes Victoria, you receive a single-use 10% discount, plus free shipping on orders over $100. This discount is also redeemable using a code provided by Diabetes Victoria. Upgrade to a paid membership to attain the full 20% discount on all purchases. Sign up today at diabetesvic.org.au/membership or call 1300 437 386
4. Is the Diabetes Essentials shop open to everyone?
At Diabetes Essentials, we warmly welcome everyone looking for products to support diabetes management. We are committed to offering a wide range of high-quality products at competitive prices, complemented by expert service. If you need any assistance with your selections, please do not hesitate to contact our Customer Service Team. We're here to help you every step of the way.
5. Can I order products subsidised by the National Diabetes Services Scheme from Diabetes Essentials?
Unfortunately, these products are only available through NDSS access points (usually a community pharmacy). For more information about the subsidised products, including where and how to order them, please visit: https://www.ndss.com.au/products/ (external link).
Shipping & Returns:
1. How long does shipping usually take?
Orders are processed by our warehouse within 1-2 business days. However, orders are not dispatched or delivered on weekends or public holidays. Our daily order cut-off time is 2pm (ACST) Monday to Friday. Orders placed before 2pm (ACST) on a weekday will be processed on the same business day, while orders placed after the cut-off time will be processed the following day. During periods of high order volume, shipments may experience slight delays. Estimated delivery times after dispatch vary based on your location and selected shipping method at checkout.
2. How much will shipping cost for my order?
Enjoy free shipping on all orders over $100. For orders under $100, shipping costs are calculated during checkout. These costs depend on your delivery postcode, the total weight of your order, and your preferred shipping method. Rates may vary depending on specific factors.
3. How can I track my order?
At Diabetes Essentials, we aim to keep you informed every step of the way. Once you place your order, you’ll receive a confirmation email. As soon as your order is processed by our warehouse, we’ll send you another email with your tracking details. If you have any trouble tracking your order or if you haven’t received any emails from us, please don’t hesitate to call us on 1300 647 302 or send us an email at [email protected]. We're here to help!
4. Do you offer international shipping?
Currently, we do not sell outside Australia.
5. What should I do if I receive a damaged or missing item?
We’re here to help if your order contains any missing or damaged items. Just reach out to our Customer Service Team at [email protected] or give us a call on 1300 647 302. To make things quicker and easier, please have your order number or registered email address ready. We're dedicated to resolving any issues quickly so you can get back to what matters most.
6. What is your return policy?
Our detailed return policy can be found on our Returns and Refund page.
7. What products are non-refundable or non-returnable?
Syringes, needles, pen needles, lancets, lancing devices, blood glucose and ketone test strips, and blood glucose monitors cannot be returned unless the product is assessed as having a manufacturing fault. Our detailed return policy can be found on our Returns and Refund page.
Payment:
1. Which payment methods do you accept?
We accept all major credit cards, including Visa and MasterCard. For your convenience, we also accept Google Pay and Apple Pay.
