FAQs
GENERAL ORDERING NDIS DELIVERY PRODUCTS WARRANTY & RETURNS PAYMENTS FEEDBACK
We trust that your experience on our website has been enjoyable so far. We have created this page to address frequently asked questions received by our customer service team. If you are unable to find the answer to your question below or require further clarification, we encourage you to get in touch with us. Our team is here to assist you.
Is Mobility EXP An Australian Company?
Yes, Mobility and Wellness is 100% Australian owned and operated with our main base located in Sydney. All products sold are sent from our Australian warehouse.
How can I contact Mobility EXP?
For any inquires please contact our staff via email at hello@mobilityexp.com.au
Do you buy secondhand items?
Due to liability we generally do not buy second hand products. We also do not purchase an item back from our customers. We request that you don’t ask as to not offend our valued customer(s).
How do I convert a quote request to an order?
You have received your quote and are happy to process with the order. You can forward your emailed quote to hello@mobilityexp.com.au and add “Would like to order” in the subject.
I can’t find the product I’m looking for, what do I do next?
If the specific product you are looking for is not listed online, we may be able to source it for you. However, there are occasions when we may be unable to source a specific brand or product if it is currently unavailable. Nevertheless, we will make every effort to find an alternative item from available brands that meets your needs.
Are you an NDIS provider?
Yes, we have proudly been a registered NDIS Provider since 2023.
I have submitted my order using NDIS payment - what's next?
Once you have submitted your order, we require your NDIS information to proceed.
- Participant's First and Last Name
- Participant's NDIS Reference Number
- Participant's Date of Birth
- Statement from Participant or Guardian approving the Order
Please advise whether you or the Participant is:
- Self Managed (we provide an invoice to be paid);
- Plan Managed (provide Plan Manager's email and contact details); or
- Agency Managed (provide your plan details).
How do we deliver our products?
We use a number of Australian courier companies to deliver our products, each order is worked out on which freight company will have the product to the customer in the shortest period of time.
How long until I get my delivery?
We strive to ensure prompt delivery of all orders by shipping them within 3 business days after receiving your order. Our dedicated team packs and dispatches your order from Monday to Friday. Delivery times depend on your location, usually your product will arrive within 1-7 business days. With country areas add an extra 2–4 days. If in a remote location where delivery to those areas may on be only once a week, please allow extra time. We will however do our best to get the product to you as soon as possible.
Do I need to be home to receive my delivery?
It’s completely up to you, our couriers are happy to leave the product in a safe place unless otherwise requested by the customer, no signature is required on delivery.
Is there anywhere you don’t deliver to?
Currently we are not set up to deliver to overseas countries. So far we haven’t come across an area in Australia that our couriers do not deliver to. On the odd occasion we do reserve the right to refuse sale and delivery if the area is too remote and on the very odd occasion extra charges may apply.
Can we request the time or day of delivery?
Unfortunately, we are unable to provide precise information regarding the expected arrival dates and times of our courier services. However, once your product leaves our warehouse, we will issue you a tracking number via email. This tracking number will allow you to monitor the progress of your shipment through the associated freight company's website. By doing so, you can get an estimate of the approximate delivery day and, in some cases, an approximate delivery time. In most instances, you don't need to be present at home during delivery unless you reside in a secured building or gated community. If you have any specific delivery instructions, kindly include them as a note in your order, and we will do our best to convey them to the courier company when arranging the shipment. However, please note that due to time constraints of drivers, we cannot guarantee that all instructions can be accommodated.
I received my order but there are missing items
In most cases, your order has been dispatched across multiple parcels and shipments. This is due to size and weight restrictions during shipment. The courier may have also separated your parcel(s) during transit resulting in seperate deliveries.
My delivery is taking longer than expected
Late deliveries can be frustrating, but they can happen due to various reasons, including unexpected weather conditions, logistical challenges, or high order volumes. Rest assured, we understand the inconvenience this may cause and are actively working to minimise such occurrences.
If you find that your delivery is running behind schedule:
- Track your parcel: Use the tracking information provided to monitor the status of your delivery. This will give you real-time updates on its whereabouts.
- Contact Customer Support: If your package is significantly delayed or you have concerns about its status, don't hesitate to reach out to our customer support team. We are here to assist you and provide updates on your delivery.
My parcel is lost
While rare, packages can occasionally go missing in transit. If you suspect that your package is lost or missing, please follow these steps:
- Verify Delivery Status: Check the tracking information to confirm the current status of your package. Sometimes, delays may occur without the package being lost.
- Contact Customer Support: If the tracking information indicates that your package is lost or missing, contact our customer support team immediately. We will initiate an investigation into the matter and provide assistance.
- Refunds or Replacements: Depending on the outcome of the investigation, we will work to resolve the issue by either issuing a refund or sending a replacement package to you promptly.
I have found information (product image, description, specs etc) on Mobilityexp.com.au that does not accurately depict the product?
We strive to ensure all information displayed on our website is accurate at the time of publishing. If you find any content on our website to be incorrect or misleading in any way, please contact us at hello@mobilityexp.com.au so it can be promptly corrected.
Does my item need to be assembled?
Depending on the item and its size, we will generally make the item as small as possible to save on postage costs, so we can keep the overall price low for our customers. All walking sticks and some other products are delivered assembled. Do not hesitate to ask us if any other items come assembled or not.
My Walker Brakes aren’t working, is it broken?
In most cases walker brakes need to be adjusted on a regular basis. It is important to test your brakes by locking them and testing the walker if it moves with them on. Tyres do wear down and the brakes will need adjusting occasionally. On occasion walker brakes also need to be replaced, they are not covered under warranty as they are a wearable part.
I have a faulty product, what do I do next?
In the event that your equipment is found to be faulty, we recommend contacting us as soon as possible with your proof of purchase. This process will trigger an internal course of action to investigate the problem, the status of the warranty and provide a plan for rectification.
Do your products have warranty?
Many of our products come with a guarantee or warranty from the manufacturer. In addition, they come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. Full details of your consumer rights may be found at www.consumerlaw.gov.au
Do you have a store location to try out your products?
Currently, our operations are exclusively conducted online, which enables us to maintain competitive prices and extend those cost savings to our valued customers. Rest assured, we acquire quality products for our inventory. However, it is crucial to carefully review the product specifications before making a purchase to ensure it aligns with your specific requirements.
What payment methods do you have?
We accept Visa, MasterCard and Paypal payments through our online checkout. For alternative payment methods, please contact us at hello@mobilityexp.com.au
Do you have any payment schemes?
Currently, we do not offer lay-by or payment instalment options.
How can I provide feedback on an experience I’ve had with Mobility EXP?
Feedback is always constructively received, it helps us to improve the service to our customers. Please click here.
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