FAQ's

GENERAL

You can call us on 1300 017 592  Monday - Friday 8:30am - 4:30pm AEST or email us at mhqadmin@aidacare.com.au

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.

Quotes can be created directly from our site.

Simply add all desired items to your cart, click 'view cart' and in the top left corner select create quote from cart page.

Please create an account and input all NDIS details, add all desired items to your cart, press view cart and in the top left corner select create quote from the cart. The quote then gets emailed to you.

Once you have received the quote please email it to mhqadmin@aidacare.com.au requesting to either place a service booking or have an invoice created.

 

NDIS ORDERING

Please create an account HERE, inputting all NDIS details.

Add all desired items to your cart, press view cart and in the top left corner, select create quote from the cart. The quote then gets emailed to you.

Once you have received the quote please email it to mhqadmin@aidacare.com.au requesting to have an invoice created.

Please create an account HERE, inputting all NDIS details.

Add all desired items to your cart, press view cart and in the top left corner, select create quote from the cart. The quote then gets emailed to you.

Once you have received the quote please email it to mhqadmin@aidacare.com.au requesting to have an invoice created.

Please create an account HERE, inputting all NDIS details.

Add all desired items to your cart, press view cart and in the top left corner, select create quote from the cart. The quote then gets emailed to you.

Please complete our Service Agreement form - FOUND HERE - this form is a mandatory requirement and will also need to be filled out, signed, and returned to ensure we have access to their funds.

Once you have received the quote and completed the form, please email it to mhqadmin@aidacare.com.au requesting to have a service booking raised.


DELIVERY

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 retail location at no cost. The click & collect option can also be used to facilitate your own delivery arrangement, our Click & Collect location would simply act as the courier’s collection point. Please wait to receive a call from the branch before heading in-store. Please take identification with you when collecting your order.


Click & Collect – Pre-Assembled

This option enables the customer to make the purchase online and collect it from their closest retail location fully assembled and in working order. 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.


Boxed Metro 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.


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 Metro areas and areas serviced by participating MobilityHQ stores.

Shipping costs are influenced by the size and weight of the product and your location. Shipping costs are calculated in the shopping cart and will be added to the order total before checkout. Your delivery options will be made available to you at the checkout page once you enter your delivery postcode. 

On larger items such as beds and recliners, our team may reach out to confirm accessibility of the property or conduct a site inspection to gauge feasibility of delivery and how many team members will be needed. For properties that are more difficult to access, our team may outsource delivery to a third party and an additional cost will be added to the delivery charge. In the event of this happening, our team will reach out for confirmation before proceeding, or if alternate arrangements can be made.

For 'Metro' areas (within 50kms of an Aidacare branch), we offer Free Boxed Delivery on orders over $599. This option excludes assembly and setup. Metro Pre-Assembled Delivery remains an option if assembly is required.

 

TRANSACTIONAL

We accept both Visa and MasterCard at checkout.

Yes, an invoice is attached to your order confirmation email. You can also access copies of your invoices under the my account section of the website.

You can always shop with the confidence that you are buying at the right price. MobilityHQ will match any published price from local retailers on the same items, Australia wide.

Please email your quote to us at mhqadmin@aidacare.com.au to advise us of competitors offerings.

Please note, once sent to us, we are required to get approval from management so this will not be an instantaneous decision.

 

WARRANTIES & RETURNS

If your equipment is faulty we advise you to contact us at your earliest convenience with your proof of purchase. This process will trigger an internal course of action to investigate the problem, the status of the warranty and provide a plan for rectification.