FAQs - Frequently Asked Questions

What are my payment options?

My Diffability Australia currently accepts payments by credit and debit cards through eWAY Secure Online Payment Gateway at checkout. You will be asked to enter your credit or debit card details to complete your transaction. eWay is fast, 100% secure and simple to use. 

I'm from a school / organisation - how do I order?

The easiest way to order on behalf of a school or organisation is to simply checkout online and either pay with a credit card or select 'invoice' option if you'd like to pay later. We will then send out your resources with an invoice for payment if you selected invoice option. If you would like your PO number on your invoice you can reference this in the notes at checkout. We do not require you to set up an account before ordering.

Alternatively, if you have a purchase order from a hospital, school or other organisation within Australia you can email your purchase order to accounts@mydiffability.com.au or fax to (03) 8080 0792 and it will be processed and sent out with an invoice for payment to be made 14 days from the invoice date. 

Please do not send us an email / fax of your purchase order if you have already placed an order online, as this will result in a duplicate order.

How do I use NDIS funding to purchase resources?

The process varies depending on how your plan is managed (for example, whether you are self managed, plan managed or agency / NDIA managed). See our information page here about how to order using NDIS funding.

How do I get a quote / invoice for my NDIS Plan Manager?

See our information page here about how to order using NDIS funding.

How long does it take to process an NDIS order?

Once we receive your Service Agreement , it can take up to 3 days to process your order. We will email you with an update if you order is approved or if there are any issues. NDIA can take up to 5 days to pay for the order, at which time your order will be shipped and you will receive an email with tracking details. 

How do I get my receipt / invoice for my order?

If you've placed an order we will email you your invoice once your order has been shipped.

What about GST?

Products purchased from My Diffability Australia include GST, where applicable. 

What are the shipping / postage costs?

Shipping costs are based on the value of your order and will be calculated automatically for you at checkout. We ship all orders via either Australia Post or Startrack Express, and use an express service whenever possible. View our shipping rate table here.

Do You Ship Overseas?

My Diffability Australia is proud to provide the same quality service to our neighbours in New Zealand and orders are accepted online, with payment via Eway (credit card only). All goods are dispatched from our Australian warehouse, so rates are based on Australia Post shipping costs. All items are shipped with tracking for added security. Shipping costs are based on the total value of the order and will be displayed at checkout. View our NZ rates here.

If you are ordering from outside of Australia or New Zealand, please contact us with your location and the products you would like to purchase and we will calculate shipping costs for you. Payment for overseas orders can only be accepted via eway (credit card).

When will my order arrive?

Please ensure you carefully review the address you have entered online and contact us as soon as possible if there is an error. 

We aim to dispatch your order within 2-3 business days from the time payment is accepted. When your order has been dispatched we will email you to let you know and will include a tracking number (in most cases) for your reference. If there is an unexpected delay in sending all or part of your order we will contact you via email to let you know. If no-one is available to take delivery of your products, our carrier will leave a card advising of the next steps. 

Some of our larger / bulky items such as our hammocks, stools, chairs and trampolines are shipped directly from our suppliers' warehouses in Australia. These items cannot be delivered to PO Boxes, so we will contact you for a street address if this is the case. 

Please note: due to the Covid-19 situation Australia Post delivery times have been significantly impacted. Your order is likely to take longer to arrive and unfortunately Australia Post is not able to currently guarantee express post deliveries will arrive the next day. We appreciate your patience. 

Customer Accounts

At checkout, you are able to complete transactions as a guest, which means your information will not be stored. If you are a returning customer you may like to create an account to save your details for next time.

How do I know if the products I want to order are in stock?

We hold large quantities of our product in stock in our warehouse. Sometimes however we may experience greater than expected demand for a product and if an item goes out of stock  it will show as 'out of stock' on our website. If you happen to order something that is out of stock we will email you to let you know.

What is your return policy?

At My Diffability Australia we pride ourselves on our quality products and friendly customer service.

If a Product is damaged in transit or faulty when received we will offer you a replacement, credit or a refund, when the following condition is met:

  • Please contact us within 48 hours of accepting delivery if your order arrives damaged or faulty. We may ask for images to help us investigate.

If you are unhappy with an item, you may return it provided the following conditions can be met:

  • You provide us with your order or invoice number
  • The item is returned within 14 days of purchase
  • The packaging is undisturbed and the product is in its original condition
  • Any associated postage costs for returned items are the responsibility of the customer.

Please contact us if you have any concerns about a product. Consumer guarantees apply under the Australian Consumer Law. For more information about your rights as a consumer, see the Australian Consumer Law website at www.consumerlaw.gov.au.

If we have not answered your question below, or if you would like to chat with us about something else please do not hesitate to contact us. We will endeavour to respond within 1 business day and look forward to assisting you.

 My Diffability Australia - resources for different abilities