FAQ's
Please see below for some of our most commonly asked questions:
Who is MobilityHQ?
MobilityHQ is an online shopfront designed to better serve retail customers through the convenience of online shopping. MobilityHQ features a subset of the full Aidacare product range that can be efficiently purchased online. MobilityHQ have been providing our Australian customers with the highest quality mobility and healthcare equipment since 2017.
How to contact MobilityHQ?
Phone: 1300 017 592
Email: MHQadmin@aidacare.com.au
Hours: Monday - Friday 8:30am - 4:30pm AEST
Does MobilityHQ have a physical store I can visit?
MobilityHQ is exclusively an online store, however you can opt for Click & Collect at checkout from one of 85+ Aidacare locations across Australia.
How do I hire products through MobilityHQ?
MobilityHQ does not currently offer hiring of products through our Online Store.
Reach out to your closest Aidacare Showroom to enquire about their hire services - Store Locator
Can I trial a product to see if it's right for me?
MobilityHQ does not currently offer trialling of products through our Online Store.
Reach out to your closest Aidacare Showroom to enquire about either an in store or at home trial - Store Locator
Is MobilityHQ an NDIS Provider?
Yes, as part of the Aidacare Family, MobilityHQ is registered to provide equipment and services to NDIS participants.
Please see below for details if required.
Provider Name: Aidacare Pty Ltd
Provider Number: 4050 000 496
Provider ABN: 40 134 398 833
How do I process an NDIS order?
Depending on if your NDIS plan is Self, Plan or Agency-Managed, we have instructions available at the following link - NDIS Ordering Process
What delivery options are available?
Our delivery options provide our customers with a range of options to provide the most efficient and convenient delivery experience.
Your delivery options will be made available to you at the checkout after entering your delivery postcode in the cart or checkout process.
Click & Collect
This option enables the customer to make the purchase online and collect from their closest Aidacare Showroom at no additional cost. Please wait to receive a call from the branch before heading in-store. Please take identification with you when collecting your order. Please note that our showroom staff are unable to assist with loading items into your car.
Standard Shipping
For customers outside of our regular service areas. Depending on the product, it may require some assembly. In the event of issues with the assembly and a technician is required the customer may be subject to a call out and/or service fee.
Metro Boxed Delivery
In Metro areas, we offer the option of boxed delivery. Depending on the product, it may require some assembly. In the event of issues with the assembly and a technician is required the customer may be subject to a call out and/or service fee.
Free Metro Boxed Delivery is available on eligible carts over $599.
Only available within 50km of Aidacare Showrooms.
Metro Pre-Assembled Delivery
This option enables the customer to have their product delivered fully assembled and in working order. This option is ideal for the elderly or customers who may have difficulty assembling the product themselves. The product is assembled by a qualified technician in one of our ISO 9001 accredited workshops. It is then put through a safety check for added peace of mind to ensure your product is operating safely and at full capacity.
Only available within 50km of Aidacare Showrooms.
How do I track my order?
Once your order is processed, we will send you an email to let you know an estimated date of delivery.
For 'Click & Collect' orders, the Aidacare Showroom will contact you when the order is ready for collection.
At any time, call or email us with your order number ready for an updated estimate.
How much is the delivery fee?
Delivery costs are calculated at checkout based on factors such as location, size and weight of products and whether assembly is required.
For areas within 50kms of an Aidacare Showroom, we offer 'Free Metro Boxed Delivery' on orders over $599. This option excludes assembly and setup.
Will my order come assembled and ready to use?
For our customers located close to an Aidacare Showroom, we offer a 'Metro Pre-Assembled Delivery' option, to ensure items are ready to go when delivered. For our customers located in more rural locations, items will be assembled if possible however cannot be guaranteed if required to be sent long distances. We also offer a 'Metro Boxed Delivery' method, if you would like a boxed, unassembled product.
Do you ship internationally?
At present, MobilityHQ only delivers within Australia. For orders needing to go overseas, if you have organized a freight-forwarder within Australia we would be more than happy to send goods to them.
What payment types do you accept?
MobilityHQ offers the option of paying with VISA or Mastercard at checkout. Our website offers a secure payment gateway to ensure your card details stay safe.
Do you offer Buy Now, Pay Later?
MobilityHQ has partnered with Zip Money to offer our customers a Buy Now Pay Later option.
Please note that you will be required to create an account with Zip.
For full terms and and conditions, please review the following link: MobilityHQ | Zip Money
Can I get an invoice?
If you require an invoice, or have been requested to get one - email us at MHQadmin@aidacare.com.au to get started with your order. We will create an invoice for you to send on to your Funding Body for payment. Please note, there may be a 1-3 business day turnaround from when the funds are received in our bank account to when your order is processed.
What is the Price Match Guarantee?
You can always shop with the confidence that you are buying at the best price. MobilityHQ will match any currently published price from local retailers on the same items, Australia-wide.
For more details, please review the following link: Price Match Guarantee
How do I receive a quote?
Quotes can be generated directly on the MobilityHQ website if required.
To create a quote, simply add all desired items to your Cart.
On the Cart Page, select 'Create Quote From Cart'
Enter your email, billing and shipping details, and select 'Confirm & Process Quote' at the bottom of the page.
The quote will be emailed to the email address entered.
If any further action is required for the quote, please let us know by return email.
How long does my warranty last?
Warranty period's differ depending on the item purchased. Please ensure to review the product details prior to making your purchase. The relevant warranty period begins from the day the items are delivered.
I have a faulty product, what do I do?
If your equipment is faulty, we advise you to contact us at your earliest convenience with your proof of purchase. We will begin investigating the issue and will always look to remedy as quickly as possible for you.
When will products be accepted for return?
When a Consumer Guarantee under Australian Consumer Law (ACL) or other applicable consumer protection laws or regulations require a return; or When there is a breach of any express warranty given by MobilityHQ or the manufacturer of the goods, and the goods are returned in accordance with the terms of that warranty; When MobilityHQ's 30-day Change of Mind Return policy applies; or When MobilityHQ is correcting an incorrect order or supply.
For more details, please review the following link: MobilityHQ Return Goods Policy
What is your 30 Day Change of Mind Returns Policy?
MobilityHQ will accept return of a product for a refund or replacement in the following circumstances:
- Return is sought within 30 days of purchase (within 48 hours for mattresses and other bedding products).
- The product is in re-saleable condition (unaltered, unmodified, unmarked, undamaged, unsoiled; and complete with instruction manuals, tags, labels and accessories supplied with the goods as part of the purchase).
- Proof of purchase from MobilityHQ is provided.
- The refund does not include any delivery or installation charges.
- A fee for collecting the returned product if required may be charged.
- A re-stocking fee of 10% of the purchase price capped at $500 may be charged.
Outside of this 30 Day Change of Mind Returns Policy, and subject to the ACL, MobilityHQ does not allow for returns and refunds for change of mind; for wrong selection, or where a cheaper alternative has been found elsewhere.
For more details, please review the following link: MobilityHQ Return Goods Policy
Do you accept products for donation or reselling?
MobilityHQ does not hold a license to take, or resell second-hand goods.
If your mobility equipment is still in good condition, you could sell it to a new user and make a bit of money in the process.
Your best option is to list it online. There are a number of places that help people buy and sell second hand mobility equipment online:
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Facebook groups such as Disability Equipment Buy/Swap/Sell Australia and Disability And Special Needs Equipment Australia Only Buy Sell Swap Or Free
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General online marketplaces like Facebook Marketplace, Gumtree and eBay.
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Specialised mobility aids marketplaces such as eBility.
If you would prefer to donate, some possible options may include:
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Rotary Club - The Rotary Aiding Mobility Program (RAMP) accepts donations of wheelchairs, walkers, crutches, over-toilet seats and more. Secondhand items are then provided to people in need via physiotherapists, occupational therapists, community nurses and carers. They also send secondhand items overseas to countries where mobility equipment isn’t as readily available or affordable.
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Local healthcare providers - You could also reach out directly to your local healthcare providers or businesses to see if they will accept donations of second hand mobility equipment on behalf of their clients.
