The following sections provide information on our shipping and returns policies. If there is any information that you find unanswered please don't hesitate to give us a call on 1800 640 075, we're more than happy to help out and make special arrangements if necessary.
We ship nationwide to Australia and New Zealand and will dispatch goods Monday – Friday whenever possible. Our central warehouse is located in Sydney, NSW and items that are in stock will be shipped the same day an order is received prior to 2 pm. If you place an order for an item that is out of stock we will inform you by phone or email and provide an ETA. For orders that include items that are both in and out of stock, we will immediately send you everything that is available and forward the rest of the goods when they arrive, at no further cost to you.
We ship most products by courier services (e.g. TNT) or Australia post. The available shipping methods for each item are detailed on the individual product pages and you can select your preference at checkout. Any item that requires refrigeration (i.e. some point of care tests), or that has a value over $ 100, can only be shipped by courier.
We favour shipping by courier in the majority of cases because the difference in shipping cost (compared to Australia Post) is nominal compared with the value of items that are being sent. In addition, some point of care tests are temperature sensitive and require packaging in a polystyrene esky with ice blocks, in order to maintain a cold chain from dispatch to delivery. Sending these type of packages by courier provides a dependable transit time.
Because many items such as point of care tests are temperature sensitive, we may also hold certain orders received on a Friday and send them the following Monday. This avoids them spending extra time in transit over the weekend and maintains the integrity of the goods.
Please note that advertised overnight courier services may take 1 – 2 days longer to arrive if you are in a regional or remote area. The couriers make no guarantee to us that goods sent on an "Overnight Service" will actually be received overnight, so please bear this in mind and understand that shipping times are out of our hands once we fill an order and it leaves our warehouse.
All methods of shipping feature tracking services, so if you are concerned about the time it is taking to receive your goods call 1800 640 075 and we'll look into it for you.
Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase.
If you wish to return an item because you have changed your mind about your purchase, POCD will offer you a credit voucher or refund provided that:
- The item is returned within 28 days of purchase
- The item is in a condition such that it can be re-sold, including that:
- The packaging is not damaged and all accessories, product inserts and instruction manuals are included
- There is no sign of wear and tear, use and it is in its original condition
- The product is not one for which a return is unavailable, as detailed below
If the requirements detailed above are not satisfied POCD reserves the right not to offer a credit or refund for returns.
If you receive an order that contains equipment that is deemed to be faulty we will repair or replace them at no cost to you. Please contact us on 1800 640 075 if you need to discuss an exchange. POCD reserve the right not to offer an exchange where damage has arisen due to neglect or misuse.
Due to the legality of supplying medically related items that are temperature sensitive, we cannot accept certain point of care tests for return as the cold chain may have been broken, rendering them dangerous for use. These products can still be returned if they are faulty (excluding neglect by shipping carriers), however it is not possible to change your mind and receive a credit or refund if this is the case. For this reason please select your items carefully and ensure that any tests you order are suitable for use in your setting and are compatible with your equipment.
Pallet and Skid Deposit
In order to recover costs, and to encourage the circular economy we charge a refundable deposit of $25 + gst per pallet and $20 + gst per skid.
A credit equal to the deposit amount will be applied to the customer's account for returned pallets and skids subject to the below terms and conditions.
1) The pallet or skid is in a condition that we deem to be suitable for re-use.
2) The pallet or skid is returned to one of our sites at the customer's own expense.