Independence Australia – FAQs for Care Providers
1. Can we pick up orders from the IA Warehouse?
Independence Australia warehouses are for distribution only. For your personal safety, our warehouses are not open to the public.
2. What do we need to do if we need to get product urgently?
Same day and time sensitive deliveries can be arranged at a cost to your organisation. You can phone Key
Accounts to organise a courier quote
Key Accounts: 1300 704 456
3. How long does it take to receive an order once it’s been placed?
Independence Australia can deliver products to your doorstep, Australia wide. Once you have placed your order it will be dispatched within 24 hours if the product is in stock*.
From the date of your order, you can expect the following estimated delivery times for products that are in stock:
Our standard delivery timeframes are:
For metro locations, approximately 1-5 working days; and
For regional locations, approximately 2-7 working days.
You can also find your shipping tracking number by signing into your online account, navigating to ‘Web Orders’, clicking on the order number you wish to see shipping information for and clicking on the consignment/tracking number on the top right-hand corner of the page.
4. I’ve ordered the wrong product
Can I make changes to my order after it has been submitted?
Unfortunately we are unable to cancel or amend an order once the order has been submitted into our system.
If you wish to arrange a return, please refer to this article for Return information and the Return Request Form:
Goods Return Request – Independence Australia Group (zendesk.com)
5. I’m a Healthcare Professional, can we order Continence Products for DVA Clients on the IA website?
DVA Continence products are not ordered via the IA website. IA have a DVA RAP Portal that approved DVA
Prescribers can sign up to use https://iarap.com.au/ Contact your IA Account Manager if you need assistance
The portal is quick, easy to use and keeps all DVA client’s orders in the one spot.