Frequently Asked Questions
Do you have a physical store?
Yes, we are located at 28 Smallwood St, Underwood in Brisbane, Australia. You are welcome to come in and browse our products and try them on for the correct size. You can also pick up your order if you prefer, just choose this option at checkout. Click here for a map and our opening times.
Note. Please be mindful that we are unable to provide you with medical advice and urge you to seek this advice from a Medical Practitioner or Allied Health Care Professional if you are unsure of which product to choose for your ailment.
What forms of payment do you offer?
- Visa and MasterCard credit cards
- 30 day accounts for approved customers
- All prices on the website are in Australian Dollars and GST is indicated where applicable
Australia - From $12.00 + GST.
Extra shipping costs may be required based on the order weight and destination and we will contact you with a quote if required.
What is a large item surcharge?
Some of our products are extra large and heavy (Eg. Beds) and therefore cost a bit more to send. An additional large item surcharge may be required depending on the size and weight.
What is a dangerous goods surcharge?
Some of our products contain ethanol, aerosol or lithium batteries and are classified as dangerous goods. We are only allowed to send these items by road so they cannot be sent with an express air service and cannot be sent to PO Boxes. They may take longer to arrive and if outside of the Brisbane metro area and may require a surcharge added to the order.
Do you ship to PO Boxes?
We can ship to PO Boxes except in the case of a large order. We will contact you if we are unable to send your order to your PO Box. Orders being sent via Australia Post will generally take longer than standard delivery times.
These times are only an estimate and delivery time may change depending on the product ordered.
Large items and products containing batteries will need to go via road and may take longer.
QLD Metro - 1-2 days
NSW Metro - 2-3 days
QLD Country - 2-3 days
NSW Country - 3-4 days
VIC Metro - 3-4 days
SA Metro - 3-4 days
ACT - 2-3 days
VIC Country - 4-5 days
SA Country - 4-5 days
TAS - 5-7 days
WA Metro - 5-7 days
NT - 5-7 days
WA Country - 7-10 days
Do you offer express delivery?
Overnight delivery is available for certain products and destinations. Orders must be placed before 1pm AEST. Please contact us if you require express delivery and we will provide a quote for you. Large items and products containing batteries are unable to be sent express.
Is your website secure?
Do you offer a warranty on your products?
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Most products have a 12 month warranty with some products offering extended gurantees from the manufacturer.
What is your refund policy?
If you have a problem with your order we require you contact us within 7 days of receipt of the order. We abide by the Consumer Guarantees, Warranties and Refunds policy of the Australian Competition and Consumer Commission (ACCC).
Products must be returned within 30 days of original invoice (warranty terms apply for faulty [roducts). Returned items must be in their original packaging and must be free from damage.
Alpha First Aid offers a 12 month warranty against defects on all products. This warranty is in addition to other rights and remedies you may have under law. If you wish to make a warranty claim please contact us by phone, email or surface mail.
You are entitled to return goods and ask for a refund, exchange or repair if the goods you purchased meet the following criteria:
- Have a fault that you could not have known about at the time of purchase.
- Are not the same as the description provided by the salesperson or advertisement.
- Do not match the sample you were shown at the time of purchase.
- Do not do perform as you were led to believe.
Alpha First Aid will exchange or refund a product that meets the above return and refund requirements. You are required to return the product in its original condition, preferably in its box undamaged, together with proof of purchase.
Defective products will be either repaired or replaced with the original product purchased, however if this is not able to be done a full refund will be provided.
Alpha First Aid will pay the freight for the return of products and also for the resupply of products when the goods are faulty.
Alpha First Aid will also agree to exchange products where the customer has ordered the incorrect size or type providing the customer pays the return and resupply freight costs. Where a different product is resupplied there may be a cost adjustment.
Delivery charges paid by the customer will only be refunded for faulty items.
You are not entitled to a refund when you:
- Simply change your mind or no longer want the goods;
- Realise you can't afford the goods;
- Found the same item at a cheaper price elsewhere;
- Choose the incorrect size and/or colour;
- Knew about the particular fault prior in advance of purchase;
- Were responsible for causing the fault or defect.
Alpha First Aid reserves the right to charge a 10% restocking fee on returned items. For example a 10% restocking fee will apply to products that have been specifically ordered for a customer, are returned without the original packaging or have clear signs of use.
In these cases the Customer is required to pay the return freight to Alpha First Aid.