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Frequently Asked Questions

This page was last modified on 25th July 2019

Shipping Information

What Shipping Methods Are Available?

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.

How Long Will it Take To Get My Package?

We process orders on the same day that they are made (usually within the first hour in Sydney) and have either on a courier or with one of our installers within one business day In Sydney. Depending where you are located in Australia you can expect to receive your item within 1 to 3 business working days and Adelaide/ Perth /Brisbane/Melbourne between 3-5 business working days.

How Do I Track My Order?

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.

Do I Need A Account To Place Order?

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.

What Payment Options Do You Offer?

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.

Can I Change My Delivery Address?

Once an order has been placed in our system you cannot change the address under your ILS account. There is a small window from the time you place the order to the point it is ready to be shipped out that we can try and update the address for you.

The fastest and best way to update an address on your order is by chatting us via Live Chat via our Contact Us page or if you prefer you can give us a call and we’ll do our best to help you out.

What Happens After I Place My Order?

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.

How Do I Place an Order?

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.

How Much Is The Delivery Fee?

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.

Will My Order Arrive Assembled & Ready To Use?

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.