How To Order
Q: What are Superior Healthcare's trading hours?
A: Superior Healthcare's departmental operating hours are as follows:
Epping Office
- Monday: 9:00am - 5:00pm
- Tuesday: 9:00am - 5:00pm
- Wednesday: 9:00am - 5:00pm
- Thursday: 9:00am - 5:00pm
- Friday: 9:00am - 5:00pm
- Saturday: Closed
- Sunday: Closed
Q: How can I place my order?
A: Orders can be placed using the following contact methods:
- Phone: 03 8787 8222
- Online: www.superiorhealthcare.com.au
- Fax: 03 8787 8333
- Email: orders@superiorhealthcare.com.au
Please note: If you are an ABN holder orders will NOT be accepted by phone. This is to ensure the accurancy and specific requirements of all orders to acheive greater quality.and service for our valued customers.
Q: Where can I find the price of a product?
A: Our online store has up to date product listings, products details and pricing. You can also contact our Customer Service Department for a quote over the phone or to be sent to you via fax or email.
Q: If you do not stock the product I want are you able to source it for me?
A: With over 4000 lines we are sure to carry what you are looking for. If the specified product is not available, you will be advised of its alternative or we will source your preferred product and provide you with a quotation via phone, fax or email.
Q: Can I get help to select the right product?
A: All members of our team are trained to a high level and can provide sound product advice. Our staff are continuously kept up to date with new products and technological advances through rigorous in house training provided by key members of suppliers & manufacturers.
Q: Is there a minimum order quantity?
A: No, to cater for all types of customers and their requirements you are able to order as little or as many units as you require. All stocked items are broken down to the smallest appropriate units, however special order products may require you to take full box quantities. You will be advised if this is the case.
Q: What is the cut off time for same day dispatch?
A: Orders must be placed and received by us prior to 1pm for same day dispatch.
Q: What is a back order and how will i know if any of my goods are on back order?
A: A back order is an item that is currently out of stock. Sometimes a back order can occur at short notice due to an item being purchased by a customer in larger quantities. Getting the stock back in can take 2-3 days max.
Q: How will I know if any of my goods are on back order?
A: Customer Service will endeavor to advise you by phone or email if a product alternative is available. If you do not wish to accept the alternative your back order will be indicated on your invoice.
Q: Who will deliver my goods?
A: Superior Healthcare employs our own fleet of Police checked drivers. This is to ensure that a high level of service is carried through from the time you place your order to the time your order is received at your door. Smaller orders are delivered by our freight partners nationally.
Q: How long until my order will arrive?
A: If your order is placed prior to 1pm, we will dispatch your goods same day. Should you require an urgent delivery please contact our Customer Service Department direct. As we have our own fleet of drivers we are reasonably flexible, but cannot make any guarantees. We may also use third party transport companies (charges may apply). Superior Healthcare also service rural Victorian areas.
Q: Do you have set delivery times?
A: No, orders received are placed on a driver run but as his route may vary each day we cannot guarantee specific delivery times. However this does not apply to some country Victorian areas, scheduled delivery days are avaliable from the download section.
Q: Can I check where my order is?
A: Yes, all our drivers and fleet of vehicles carry the most up to date technology and locational devices. We are able to check the status of your order at any given time. Please contact our Customer Service Department on (03) 8787 8222 should you wish to know the status of your order.
Q: Can I pick up my order?
A: Yes, you can order over the phone and pick up your order. We also have a "Click & Collect" option available on our website. Pick up orders are to be collected from our Warehouse in Epping.
Q: What happens if my order arrives when I am not at home?
A: Our drivers are instructed to leave goods in a safe secure place unless otherwise advised. Please specify any other requirement whilst placing your order.
Q: Can I return my product if it is incorrect?
A: If you receive a product which is damaged we must be notified within 48 hours. If you receive a product which is incorrect or no longer required you must contact our office within 7 days of delivery using the following methods which apply to you.
Superior Healthcare's returns policy allows private residential clients to submit a request for credit for return or exchange of goods via fax, email or phone within 7 days of delivery. All requests are subject to approval.
All requests for returns under the above titles will be required to complete an authorised request for credit form and return via fax or email only. This form must be received in our office within 7 days of receipt of goods. Requests via phone will not be accepted. All requests are subject to approval.
Q: How can I pay?
A: Payment methods are as follows:
We accept all major forms of payment including visa, mastercard and american express. We also accept paypal and afterpay via our website.
Transfers can be made via Internet banking or in person at the bank:
- Bank: Commonwealth Bank of Australia
- BSB Number: 062 334
- Account Number: 11248825
- Account Name: Medical Holdings Aust Pty Ltd
As a reference please use either account name / account number / Invoice number. Payments transferred must be presented in our account before any goods will be despatched. This payment method will generally delay delivery of your order by one (1) working day. Payments can be made at our office using these of any of the above methods. If you are an ABN holder, resident in a facility or an eligible Superior Health Care customer you may become an Account holder. Contact our office to find out if this applies to you.
Q: Can you send my product & invoice to separate addresses?
A: Yes, we are able to invoice and deliver goods to different addresses i.e.: resident accounts where bills need to be forwarded to appropriate bill payers e.g. State Trustees, Power of Attorney, family members etc. Simple specify your requirements when you place your order. A delivery docket will be sent with your order.
Q: Can I pay my account with cash to the delivery driver?
A: No, to ensure security and correct allocation of your payment to your account all funds must be transferred using the above methods only. However upon placing your ordering you will be asked which payment method you are opting to use. If this is via cheque / money order this will be noted on the delivery docket / invoice so our driver is aware that a payment is required to be collected.
