FAQs - Frequently Asked Questions

FAQs / Customer Service

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.

Do you accept purchase orders?

Yes. We accept purchase orders from hospitals, schools and other Australian government organisations. You can email your 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 note- we do not require a purchase order number for our purposes, so if it's easier than sending us your purchase order, feel free to simply checkout online and select 'invoice' option if you are purchasing from a school, business or organisation. We will then send out your resources with an invoice for payment. 

What are my payment options?

My Diffability Australia currently accepts payments by credit and debit cards through eWAY. 

eWAY Secure Online Payment Gateway (credit and debit card payments)

Customers will be asked to enter their credit or debit card details to complete the transaction. eWay is fast, 100% secure and simple to use. 

Invoices (Australia only)

Businesses, schools, government agencies and organisations can choose to have an invoice issued where your order will be sent out with an invoice to pay. This is an option during checkout. If you order on invoice, the price is payable in Australian dollars to be paid within 14 business days. Please retain your invoice as it is your proof of purchase. Please note credit card payments will incur a 2% surcharge (including GST).

Please deposit as follows (quoting order number / name as reference)

Account Name: My Diffability Australia PTY LTD

BSB Number: 302162 

Account Number: 0675031

What are the shipping/postage costs?

Shipping costs (within Australia) are shown below and will be calculated automatically for you at checkout. We ship all orders via either Australia Post or Startrack Express courier service, and use an express service whenever possible.

Order                                                   Shipping

$1 - $100                                               $12

$100 - $300                                           $18

$300 - $600                                           $25.50

$600 - $1000                                         $31.90

$1000 - $1500                                       $42.90

$1500 - $3000                                       $52.50

$3000 - $4000                                       $60.00

$4000 - $5000                                       $75.00

$5000 - $6000                                       $85.00

$6000 and over                                     $100.00

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). 

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).

My Diffability Australia ships to New Zealand. 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 will be displayed at checkout and included in the final order total. 

Total Order Value (in AUD)                                   Shipping (in AUD)

Orders under $50.00                                                    $15.00

Orders $50.00 - $150.00                                              $25.00

Orders $150.00 - $300.00                                            $35.00

Orders $300.00 - $500.00                                            $45.00

Orders $500  - $1000                                                   $60.00

Orders $1000  and over                                                $80.00

When will my order arrive?

As we are a small business, delivery time may be up to 5 working days from the date your payment is received. Whilst every effort is made to ship your order quickly, estimated ship times may vary due to changes in supply or circumstances beyond our control.

If your order has not arrived after the estimated delivery time, please contact us. Unless otherwise agreed by us, we will deliver your products to the address indicated on your Order Confirmation. If no-one is available to take delivery of your products, our carrier will leave a card so you can pick-up your product from your local Post Office. Where delivery is by our courier service and no-one is available to take delivery, the courier service will leave a card requesting you to telephone them to arrange a suitable time and date for delivery.

Can I track my order?

After your order is dispatched you will receive an email confirmation with a tracking number. This allows you to track your parcel on the Australia Post website or the StarTrack website.

Customer Accounts

At checkout, customers are able to complete transactions as guests, which means your information will not be stored. Returning customers may like to create an account to speed up the check out process. Once an account has been created customers are able to sign in, which will save you from having to enter their details each time you shop with us.


We will supply a hard copy of your receipt with delivery of your order. In cases where orders are shipped directly from one of our suppliers we will email you a copy instead. If you have misplaced your receipt, please email us at accounts@mydiffability.com.au and we will gladly send you a copy electronically.

What about GST?

Products purchased from My Diffability Australia include GST, where applicable. The GST will appear at the point of payment for your goods and will be included on your tax receipt accompanying your delivery.

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. 

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.

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