Frequently Asked Questions

Yes, you will need a Team Medical Account to order on the MedAxcess website. Having an account offers several advantages, including access to extra benefits and our online portal, which can streamline the ordering process and provide you with a more convenient shopping experience. If you do not have account, click here to download a registration form.

Unfortunately, you cannot place an order with us if you are not a medical professional, as the items that our currently on our product list are only available for purchase by healthcare professionals. We will require a copy APHRA for your account.

We do not have minimum order values. However, it's important to note that for orders below a certain value, freight charges will apply. These charges are typically associated with the cost of shipping and handling for smaller orders.

Unfortunately, at this time, we are unable to facilitate scheduled regular orders. However, we do offer some convenient alternatives to streamline the reordering process:

1. Order Templates: You can create order templates for commonly purchased items. This allows you to quickly add these items to your cart when needed, making the reordering process more efficient.
2. Purchase History: Your purchase history is available for your reference. You can easily identify and reorder items you have purchased in the past, simplifying the process of restocking essential products.
3. View Recent Invoice: You can view a recent invoice and add the items from that invoice directly to your cart for checkout. This provides a straightforward way to replicate previous orders.

While we may not offer scheduled regular orders, these features are designed to make it easier for you to reorder items you've purchased recently or frequently.

We will try to find a suitable alternative for most out-of-stock item. This may include automatic substitutions, especially for low-value consumable items.

If not suitable alternative is available, the item will be placed on backorder. This means the product will be reserved for you and shipped as soon as it's back in stock.

You can easily track your backorders and their estimated time of arrival (ETA) by clicking on the "Backorders" option in the "My Account" menu when logged in. This provides you with visibility into the status of your backordered items for your convenience.

Our shipping services cover all regions and states across Australia. Whether you're in a major city or a remote area, we strive to make our products accessible to you with reliable delivery options.

All Cold chain orders are invoiced separately. Orders over $500 worth of cold chain products (excl. GST) qualify for free cold chain delivery. For orders under $500 (excl. GST), a handling charge of $25.00 + GST will be applied. Please note that different freight terms can apply to banner, or corporate groups.

Please note that the definition of metro areas is determined by our freight companies, and some regional areas may be included. Shipping costs are subject to change based on the nature of the products and your location.

No, we do not offer express shipping as a standard option. However, if you have any special requirements or need expedited delivery for your order, please don't hesitate to contact our customer service team.

To initiate a return for an item, please reach out to our dedicated customer service team. it's important to note that certain items may not be eligible for returns, such items have an NR alongside the line on your invoice. Our team will guide you through the return process, and provide you with all necessary instructions.

We do not offer the option for customers to collect orders directly from our warehouse. However, we strive to provide fast and reliable shipping services to deliver your orders conveniently to your preferred address. If you have any special delivery requests or inquiries, please feel free to contact our customer support team, and we'll be happy to assist you.

Orders are generally dispatched within 24 to 48 hours, Monday through Friday. Following that, shipping times typically range from 1 to 5 business days, with the duration depending on your location. In certain remote areas, delivery may require an additional 1-3 days.

Your order will be shipped from one of our six warehouse locations across Australia. These warehouses are strategically situated in Sydney, Brisbane, Melbourne, Perth, Hobart, and Canberra. We aim to ensure the quickest and most efficient delivery for our customers, so your order will typically be dispatched from the warehouse closest to your location.

To pay via credit card online, log into your account then select "Online Payment" from the "My Account" menu. Alternatively, payment can be made via BPAY or EFT. These payments details are outlined in your invoices and statements.

All guest customers will be prompted to pay via credit card at the time of checkout.

Login, then from the "My Account" menu select the relevant option.

To set up a customer account, please complete our online account application on our website. Our team will review your application and contact you with the next steps.