Frequently Asked Questions
Find answers about ordering, delivery, pickup, payments, returns, product availability, quotes, NDIS purchases and Medisa support services.
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Most asked questions
Detailed answers by category
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Orders & Accounts
Placing, reviewing and changing an order.
How do I place an order with Medisa?
You can order through the Medisa online store. Select the correct product, variant, pack size and quantity before checkout. For large, complex or organisation purchases, request a formal quote instead.
Do I need an account to order?
Online checkout options depend on the current store settings. Creating an account can make it easier to review customer details and future orders. Organisations seeking account terms can use the Medisa Credit Account application.
Can I change or cancel an order?
Contact Medisa as soon as possible. A change or cancellation may not be possible after processing, supplier ordering, packing or dispatch has started. Call 1300 721 733 for cancellation enquiries.
Can I reorder products I purchased previously?
Yes. Use the product name, SKU, manufacturer code, previous invoice or order details to identify the same product and configuration. Confirm the current variant and pack size before ordering again.
Shipping, Delivery & Pickup
Dispatch, tracking and collection from Medisa.
Where does Medisa deliver?
Medisa supplies customers across Australia. Delivery availability, cost and timing can depend on the destination, product size, product type, stock location and selected service.
How can I track my order?
Tracking information is generally provided after the order has been dispatched. Check the email address used for the order, including spam or junk folders. Contact Medisa with your order number if you have not received tracking information.
Can I collect my order from Medisa?
Yes, arranged pickup is available from Unit 6, 3 Packard Ave, Castle Hill NSW 2154. Wait for confirmation that the order is ready before visiting. The published pickup hours are weekdays 9:30 am–4:30 pm and Saturday 9:30 am–12:00 pm, excluding public holidays.
What happens if part of my order is unavailable?
Availability can change because products may be supplied from different stock locations or ordered from suppliers. Medisa may contact you about expected timing, split supply or available next steps when an item cannot be dispatched with the rest of the order.
Payments & Invoices
Payment documentation and organisation accounts.
What payment methods can I use?
The payment methods currently available are shown during checkout. For organisation purchasing, formal quotes, invoicing or account arrangements, contact Medisa before placing the order.
Are Medisa prices shown with GST?
Review the product page, cart, checkout and tax invoice for the applicable GST treatment and final total. GST treatment can vary by product.
How do I obtain a tax invoice?
Order documentation is sent using the customer and email details supplied with the order. Contact Medisa with the order number and purchaser details if you need a copy or correction.
Can an organisation apply for a credit account?
Eligible organisations can submit the Medisa Credit Account application. Approval and account terms are subject to assessment and Medisa’s applicable conditions.
Returns, Damaged Items & Order Issues
Return requests and delivery problems.
Can medical products be returned?
Return requests must meet Medisa’s Shipping & Returns conditions. Requests for returns and credits must be made within 7 days of delivery. Items must be new, unopened and unused. Special products, non-stock orders, customer-specific sourcing and custom products are non-returnable, and hygiene-related exclusions may also apply.
What should I do if an item arrives damaged, faulty or incorrect?
Contact Medisa promptly with the order number and clear photos or video of the parcel and products. Claims for incorrect shipment, faulty goods or damage on delivery must be made within 2 working days of receipt under the current policy.
What fees can apply to an approved return?
Under the current policy, original shipping costs paid by Medisa and a restocking fee of 15% of the order value or $35, whichever is greater, may apply. Return postage and other applicable costs may also be payable. Always obtain return instructions before sending an item back.
Products & Availability
Stock, specifications and product identification.
How can I check whether a product is available?
Product pages show the current online information, but stock can change. For a specific quantity, urgent requirement or ongoing supply, contact Medisa with the product name, SKU or manufacturer code, size, pack configuration and required quantity.
How do I confirm the correct size, variant or pack quantity?
Check the full product title, variant selector, product code, pack description and product information before ordering. Send Medisa a photo, previous invoice or manufacturer code if you need help confirming the listed item.
Can Medisa help identify a product?
Yes. Provide the product name, brand, SKU or manufacturer code, size, pack configuration, packaging photo or previous invoice. Medisa can assist with product identification and supply information, but does not determine clinical suitability.
Can Medisa source a product that is not listed online?
Send the available product details for review. Sourcing depends on supplier availability, minimum order requirements, product status and whether Medisa can supply the item.
Quotes, Bulk Orders & Business Customers
Formal quotations and coordinated purchasing.
How do I request a quote?
Use the Medisa Quote Request service and include the product names or codes, variants, pack sizes, quantities and customer or delivery details available. A previous order, invoice, product list or packaging image can help confirm the correct items.
Does Medisa support bulk and organisation purchases?
Yes. Medisa supports quotations and supply coordination for hospitals, clinics, aged-care services, healthcare professionals, providers, Plan Managers and other organisations. Requirements can be reviewed by product, quantity, location and ordering frequency.
Can I send a procurement list or previous order?
Yes. Product schedules, spreadsheets, previous invoices, quote references and item lists can help Medisa match product names, codes, sizes, quantities and pack configurations.
NDIS Orders
Ordering pathways for participants and purchasing stakeholders.
Can I place an order using NDIS funding?
Medisa supports NDIS-related supply pathways. The correct ordering process depends on whether the plan is self-managed, plan-managed or NDIA-managed. Product funding and eligibility depend on the participant’s plan, circumstances and applicable NDIS requirements; Medisa does not make funding or claim-approval decisions.
Is Medisa a registered NDIS provider?
Yes. Medisa is a registered NDIS provider and supports participants, families, authorised representatives, Support Coordinators and Plan Managers with medical product supply and related documentation.
How do self-managed participants order?
Self-managed participants or their authorised representatives can shop and pay through the Medisa online store, retain the invoice and order documentation, and manage reimbursement where applicable under their plan arrangements.
How do plan-managed orders work?
Provide the product and participant details available. Medisa can prepare an itemised quotation for review by the Plan Manager and process supply after the required confirmation or purchasing instruction is received.
How can Support Coordinators or healthcare professionals assist?
They can help organise product details, quantities, delivery information and relevant supporting documentation. Medisa can assist with item confirmation, availability, quotation and coordinated supply.
What information should I send for an NDIS quote?
Send the product name, brand, product code, photo, size, variant, pack quantity, required quantity, participant or delivery details and any previous invoice or quotation available.
Medisa Services
Additional support before and after ordering.
How do I request a product sample?
Use the Medisa Sample Request service and provide the requested contact and product details. Sample availability and eligibility depend on the product, supplier and applicable conditions.
How does Match Price work?
Submit the product and comparison details through the Match Price service. Medisa will review the request against the applicable conditions before confirming whether a price match can be offered.
How can I contact Medisa?
Call 1300 721 733 or (02) 8311 0108. Send general, product and order enquiries to info@medisa.com.au and NDIS enquiries to ndis@medisa.com.au. Medisa is located at Unit 6, 3 Packard Ave, Castle Hill NSW 2154.
Go directly to the right Medisa resource
Use these pages when you need more detail than a short FAQ answer can provide.
Still need help?
Contact Medisa with the product name or code, quantity, order number and any relevant photos or documents so the team can direct your enquiry efficiently.