online@aidacare.com.au 1300 133 120

FAQ

We hope you’re enjoying your experience with our website. We have developed this page to answer commonly asked questions received by our customer service teams. If you don’t find your question below or you need to clarify the answer we encourage you to contact us.

General

  • Who can I contact for general assistance with the navigation or features of the Aidacare website?

    A. We have a dedicated technical team who can be contacted via email at ecommerce@aidacare.com.au or phone 1300 243 248

  • Who can I contact if I require product assistance?

    A. For assistance or troubleshooting advice on your product, please contact our Customer Service department on phone 1300 133 120.

  • How do I create an account?

    A. Follow 6 simple steps:
       1) Simply click the “My Account” link, located on the top right hand side
       2) Click on the CREATE AN ACCOUNT button
       3) Enter your email account and a password in the fields provided. Your password must be between 6 and 20 characters containing numbers and letters only
       4) Check your email account for the activation email
       5) Click the link to activate your account
       6) Once your account is activated, you may login to complete your details

Online Quotes

  • How do I convert a quote request to an order?

    A. You have received your quote and you are happy to proceed with the order, you can either:
       a) Call our customer service team on 1300 133 120 and supply them with your quote number
       b) Forward your emailed quote to online@aidacare.com.au and add "Convert to order" in the subject

  • How do I raise a quote?

    A. Locate the product you want quoted on. Simply click on "Add to Quote", go to your cart (top right in your navigation bar), update your required quantities and click on "Request Quote".

  • I can't find the product I'm looking for, what do I do next?

    A. If the specific product you are looking for is not listed online, we may be able to access it for you. Please contact our Customer Service on 1300 133 120 or online@aidacare.com.au detailing the product you are looking for. We will respond with availability and pricing details or alert you to an equivalent product in our range.

Aidacare Stores

  • How can I find my closest Aidacare store?

    A. Simply visit our Find a Store page and select your State to locate a Store closest to you.

  • Why visit an Aidacare store when I can shop online?

    A. Our physical Aidacare stores provide a Solutions environment for both clinicians and clients to touch and feel our products while our highly trained staff are on hand to advise and answer any questions you may have prior to purchasing.

  • Do you carry all of your online range in your physical Aidacare stores?

    A. Aidacare carries over 8,000 products lines. Our Aidacare stores generally carry all the most commonly used products while other less common products may be sourced as they are required.

Aidacare Network Partners

  • What is an Aidacare Network Partner?

    A. A Network Partner is an independent business of an acceptance calibre that works in close association with Aidacare to jointly provide product and coverage in the regional or metro area.

  • What are the benefits of being an Aidacare Network Partner?

    A. As an Aidacare Network Partner, you receive support and good quality Aspire branded stock for your business. You obtain access to servicing contracts in your region and you benefit from our exclusive preferential pricing program. Aidacare works closely with Network Partners to assist their business to grow while maintaining their independence.

  • How can I become an Aidacare Network Partner?

    A. Aidacare are always on the lookout for “like” businesses that provide us with regional coverage in an area not currently serviced by an Aidacare store or current Network Partner. If you feel your business meets this requirement we’d be happy to discuss the option of joining the Aidacare Network.

  • Where are Aidacare’s Network Partners located and how do I get in contact with them?

    A. See our Aidacare Stores & Network Partners page for locations and contact details.

  • Do Aidacare Network Partners offer the full range of Aidacare’s products and services?

    A. No, Aidacare Network Partners are independently owned and operated and therefore may carry slightly different product ranges and service offerings.

  • Will I get the same pricing through an Aidacare Network Partner as an Aidacare Store?

    A. Aidacare Network Partners are independent and set their own RRP within their chosen market.

Warranty & Returns

  • I have a faulty product, what do I do next?

    A. If your equipment is faulty we advise you to contact Aidacare at your earliest convenience 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.

  • What is the Manufacturer's Warranty?

    A. 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

Feedback

  • How can I provide feedback on an experience I’ve had with Aidacare?

    A. Feedback is always constructively received, it helps us to improve the service to our customers. Please email us directly on online@aidacare.com.au

  • I have found information (product image, specifications etc) on www.aidacare.com.au to not accurately depict the product or service.

    A. We strive to ensure all of the information displayed on our website is accurate at the time of publishing. If you find any of our website content to be incorrect or misleading in any way, please let us know (contact us) so it can be promptly corrected.