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Frequently Asked Questions

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 onlineorders@ilsau.com.au.

Shipping information

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.

Payment

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

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.

Orders

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.

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Customer support

Email us with any questions or enquiries. We would be happy to answer your questions. We’ll do everything we can to respond quickly.

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Occupational therapists

Made up of more than 40 occupational therapists, our clinical team are specialists in assistive technology and equipment prescription.

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Independent Living Specialists is Australia’s largest medical and homecare equipment supplier with over 30 showrooms across New South Wales, Victoria, Queensland and South Australia.