on all online orders over $500 in SA & VIC
and $1000 AU Wide

Highgate Healthcare Shipping & Delivery Policy*

Free Shipping Promotion – Online Orders Only

  • South Australia & Victoria: Free shipping on online orders over $500 (inc GST).
  • All other Australian states & territories: Free shipping on online orders over $1,000 (inc GST).
  • Free shipping promotions may change from time to time, so please check current offers at checkout.
  • Exclusions: Free shipping does not apply to large items such as powered lift chairs, hi-lo beds, mobility scooters, mattresses, and certain mobility aids.

Delivery

  • Orders are delivered to the purchaser’s residential or business address using our trusted carriers: ADP, TNT National Network, Sendle, and Team Global Express.
  • Goods are dispatched from Highgate Healthcare’s warehouse or directly from our suppliers.
  • We cannot deliver a single order to multiple addresses. If delivery to multiple addresses is required, separate orders must be placed.
  • Deliveries cannot be made to PO Boxes.
  • The shipping address and payment address can differ.
  • If you are unable to track delivery in person or have not received your order within a reasonable period, please contact our Customer Support team 1300 350 350.

Delivery Costs

  • Delivery costs are calculated based on size, weight, and delivery location and are displayed in the shopping cart at checkout.
  • Same-day or scheduled delivery fees may vary depending on the selected date and time.
  • Please review your delivery information carefully. Amendments can be made within 24 hours of placing an order.
    • If amendments result in higher delivery costs, the additional amount must be paid before dispatch.
    • Any changes after 24 hours may incur a $50 administrative fee.
  • If the nature of your order or delivery location causes a financial loss for Highgate Healthcare, we reserve the right to cancel the order and refund your payment. You will be notified if this occurs.

Delivery Times

  • Dispatch times depend on stock availability at our warehouse or suppliers.
  • Generally:
    • In-stock items: Dispatched within 1–2 business days*
    • Out-of-stock items: Dispatched within 7–15 business days*
  • *In some instances, items may take longer to dispatch; we will notify you as soon as possible.
  • For large items, you may receive an email or phone call to schedule a convenient delivery time.
  • *Please note: Estimated dispatch and delivery timeframes are guides only. Occasionally, delays may occur due to factors outside our control, including courier or freight partner schedules. If this happens, we will notify you as soon as possible, but these delays do not constitute grounds for compensation or cancellation.

Order Tracking

  • Once your order has shipped, you will receive a confirmation email with a tracking number and a link to track your order with the carrier.
  • Tracking allows you to:
    • Confirm that your order has been processed
    • Monitor the shipping status
    • See an estimated delivery date

Carrier Information

  • APD Parcel Delivery manages our local South Australian deliveries, ensuring timely same-day or next-day service where possible.
  • For interstate delivery (Australia wide), we use TNT, Sendle, or Team Global Express depending on the item size and destination.
  • Estimated delivery times are determined by the carrier and may vary.
  • While Highgate Healthcare manages order processing, we cannot control unforeseen delays caused by carriers, freight, or transport issues.

Need Assistance?

If your order hasn’t arrived within a reasonable timeframe or you need help with tracking, contact our Customer Support team:

Phone: 1300 350 350