on all online orders over $500 in SA and VIC,
or over $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.

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