Below are the answers to our frequently asked questions. If you can’t find an answer to your question here, please get in touch with our Customer Care team by phone on 1800 886 694 or email [email protected].
Depending on the items on your order and on your location, you might be able to choose between different delivery options. In order to see the options available, just place the desired items in your cart and select your state and postcode. The page will update and show you all options available including their fees. We mainly work together with TNT express.
For Metro areas (Sydney, Melbourne, Brisbane, Adelaide), we have established our very own service – Delivery By ILS.
On the day you place your order, we will send you a confirmation email with a tracking link that always shows you the progress in real time. Please find your tracking here.
You don’t need to have an account to place an order. However, having an account can save you time during checkout as it securely saves your address and payment details for future online purchases.
The full order value must be paid at checkout. Orders will only be processed once the full payment has been made. We accept all kinds of Visa and Mastercard payments.
Independent Living Specialists has also teamed up with zipMoney in order to give you the opportunity to pay for your purchase with flexible monthly payment plans.
Delivery depends on the size of your item as well as where it is being shipped to. We send all out items from our Sydney warehouse. When you checkout you can choose from the following options.
Basic Delivery. Available to all customers. Small, Medium and Large items are couriered to your delivery address. To arrange shipping for Extra Large items please call our customer service team.
Delivery & Setup. Available to Sydney based customers. Available on all items regardless of size. Personal delivery and setup of your item by the ILS delivery team.
In-Store Pickup. Available to Sydney based customers. Available on all items regardless of size. Pay no delivery and collect your order in your own time. An ILS customer service team member will contact you once your item has been picked and is ready for collection.
As soon as we receive your order we pick it from our Lane Cove warehouse and work to get it to you as soon as possible. If there are any problems, which are very rare, one of our customer service representatives will contact you directly via the telephone.
While many items will ship assembled and ready to use upon delivery many will also arrive disassembled. This is especially true of larger or more complex items being delivered outside of the Sydney area. So keep this in mind if you are ordering an item for an older family member located outside of Sydney. To double check if an item will require assembly please contact our customer service team.
1. Check your shopping cart
Check over the items listed in your shopping cart. You have the option of adding or deleting the items listed by changing the item quantity and clicking Update. Once all of the items you wish to purchase are listed in your shopping cart, you’re ready to begin the checkout process.
2. Visit Checkout
From this screen, you can verify and edit all of your shipping, billing and payment information, including:
Shipping address
Shipping notes
Billing address
Payment type
Additional order information and any custom checkout fields you collect
You may also view the contents of your cart and a preliminary total cost. Clicking Review Order will take you to the Order Review page.
3. Review your order
You will now see a display of your order information and your complete cost, including shipping and tax. Please look over all of the information as this is what will be submitted to, and used by, ILS. Clicking Place order will submit your order to Insight and take you to your Order Receipt page. Your order information is sent using Secure Sockets Layer (SSL).
4. Get your receipt
You will see a display of the information submitted to ILS. This is your online receipt. On this page, you can view a printable version and email the information. A copy of this information will be emailed to the email address that was given for your account.
On the day you place your order, we will send you a confirmation email with a tracking link that always shows you the progress in real time. Please find your tracking here.
If you have issues with your scooter’s battery charger, (like it doesn’t turn on or charge properly), stop using it and reach out to the manufacturer or a trusted scooter dealer for help. Trying to fix the charger yourself can be unsafe and may harm your scooter’s electrical system.
No, it is important to use the correct type of battery that is compatible with your scooter’s model. Using the wrong type of battery can cause damage to your scooter’s electrical system and may even be dangerous. Always refer to your scooter’s user manual, or contact the manufacturer or a trusted scooter dealer for guidance on purchasing and installing replacement batteries.
If your scooter’s batteries are damaged or not holding a charge, it’s crucial to replace them promptly. Using damaged or worn-out batteries can be unsafe and may harm your scooter’s motor and other parts. Contact the manufacturer or a reliable scooter dealer to buy replacement batteries that are compatible with your specific scooter model.
If you won’t be using your scooter for a while, follow these steps to store it properly:
Fully charge the batteries before storing the scooter.
Disconnect the batteries from the scooter.
Find a warm and dry place to store the scooter, away from extreme temperatures.
By following these steps, you can store your scooter properly and ensure that it remains in good shape when you’re ready to use it again.
To break in your new scooter’s batteries for maximum efficiency and service life, follow these steps:
Fully recharge the new battery before using it for the first time. This brings it to about 88% of its best performance level.
Start by operating your scooter in familiar and safe areas. Drive slowly and avoid going too far from home or familiar surroundings until you are comfortable with the controls and the batteries are properly broken in.
Once again, fully recharge the batteries. They should now be at over 90% of their peak performance level.
Continue using your scooter and fully recharge the batteries after each use.
Repeat this cycle of charging and using the scooter for about four or five times.
After completing these charging cycles, the batteries will be able to receive a charge of 100% of their peak performance level and will last for a longer period of time.
New batteries are fully charged when they are shipped to you. However, they may be exposed to extreme temperatures during shipping, which can affect their performance.
Heat can cause a battery to lose its charge, while cold can slow down the battery's power output and make it take longer to recharge.
It may take a few days for your scooter's batteries to adjust to the temperature in your home or office.
It also takes a few charging cycles (where the battery is partially drained and then fully recharged) to establish the chemical balance that is essential for a deep-cycle battery to perform at its best and last for a long time.
New batteries are fully charged when they are shipped to you. However, they may be exposed to extreme temperatures during shipping, which can affect their performance.
Heat can cause a battery to lose its charge, while cold can slow down the battery’s power output and make it take longer to recharge.
It may take a few days for your scooter’s batteries to adjust to the temperature in your home or office.
It also takes a few charging cycles (where the battery is partially drained and then fully recharged) to establish the chemical balance that is essential for a deep-cycle battery to perform at its best and last for a long time.
Maintain but do not exceed the recommended air pressure rating indicated on each tyre.
Plan your route ahead to avoid as many hills, rough or soft surfaces as possible, as it will impact the maximum range.
Limit your baggage weight to essential items.
Try to maintain an even speed while your scooter is in motion. Avoid stop-and-go driving.
To get the maximum range per charge, always fully charge your scooter’s batteries prior to use.
Maintain but do not exceed the recommended air pressure rating indicated on each tyre.
Plan your route ahead to avoid as many hills, rough or soft surfaces as possible, as it will impact the maximum range.
Limit your baggage weight to essential items.
Try to maintain an even speed while your scooter is in motion. Avoid stop-and-go driving.
Regularly and deeply discharged,
Infrequently charged,
Stored in extreme temperatures,
Stored without a full charge might permanently damage the battery, causing unreliable performance and limited-service life.
To ensure maximum battery life, keep your scooter’s batteries fully charged whenever possible. Protect your scooter and batteries from extreme heat or cold. Batteries that are:
Regularly and deeply discharged,
Infrequently charged,
Stored in extreme temperatures,
Stored without a full charge might permanently damage the battery, causing unreliable performance and limited-service life.
The frequency of charging your scooter’s batteries depends on how frequently you use your scooter. If you use your scooter daily, charge its batteries as soon as you finish using it for the day.
We recommend that you charge your scooter’s batteries for 8 to 14 hours after daily use. If you do not use regularly, charge its batteries at least once a week for 12 to 14 hours at a time.
To ensure your batteries charge properly, ensure the red (+) and black (-) battery cables are connected properly to the battery terminals. Also, ensure both ends of the charger power lead are inserted fully.
If the problems still persists, please contact the manufacturer.
Email us with any questions or enquiries. We would be happy to answer your questions. We'll do everything we can to respond quickly.
Made up of more than 40 assistive technology professionals (ATPs), our clinical team are specialists in assistive technology and equipment prescription.
Independent Living Specialists is Australia's largest medical and homecare equipment supplier with over 60 locations across New South Wales, Australian Capital Territory, Victoria, Queensland and South Australia.
