FAQs

🛒 General Shopping FAQs

1. What types of products do you sell?
We specialise in mobility and daily living aids including walking sticks, rollators, absorbent bed pads, safety bed rails, and dressing aids.

2. Who are your products suitable for?
Our products are designed for seniors, people with disabilities, individuals recovering from surgery, and anyone who needs extra support in mobility and daily living.

3. How do I know which product is right for me?
Each product page includes detailed descriptions, specifications, and usage information. If you’re unsure, contact our customer support team for guidance.

4. Are your products safe and compliant?
Yes, all products are sourced from reputable suppliers and are designed to meet Australian safety and quality standards.

5. Do your walking sticks and rollators come with warranties?
Yes. Most products come with a 12 month manufacturer's warranty against inherent faults and defects.

🚚 Orders, Shipping & Returns

6. How can I place an order?
You can order directly through our website by adding items to your cart and checking out. We also accept orders via email for NDIS participants.

7. Do you ship Australia-wide?
Yes, we deliver to all states and territories within Australia.

8. How much does shipping cost?
Shipping fees are calculated at checkout based on the product size, weight, and delivery location. Free shipping may apply for selected items or order amounts.

9. How long will delivery take?
Most orders are dispatched within 1–3 business days. Delivery times vary depending on location:

• Metro: 3–5 business days
• Regional: 5–10 business days

10. Can I return or exchange a product?
Yes, we offer a 14-day return policy on most items if they are unused, in original packaging, and in resellable condition. For any returns, please contact us first to request a Return Authorisation Number. Unfortunately, we cannot guarantee acceptance of a return if it has been sent without first receiving a Return Authorisation Number. The shipping cost for any returns, apart from warranty claims, is the responsibility of the customer.

Please note: due to hygiene reasons, personal items like bed pads cannot be returned once opened.

11. What if my product arrives damaged or faulty?
Please contact us within 48 hours with photos of the damaged item, and we will arrange a replacement or refund under our warranty policy.

💳 Payment

12. What payment methods do you accept?
We accept credit/debit cards, PayPal, and NDIS payments (self-managed, plan-managed, and NDIA-managed).

📑 NDIS & Compliance

13. Are you an NDIS registered provider?
Yes. MobiliAid is a registered NDIS provider for products (not personal care or support services).

14. Do you accept NDIS funding?
You can use your NDIS funding to purchase eligible mobility aids.

15. How do NDIS participants place an order?

• Self-Managed: Order online and pay directly. Use your invoice to claim reimbursement from the NDIS.
• Plan-Managed: We can invoice your plan manager directly. Simply provide their details at checkout or contact us.
• NDIA-Managed: As a registered provider, we can claim directly from the NDIS on your behalf. Please contact us before ordering to set this up.

16. What NDIS categories are your products funded under?
Our products typically fall under:

• Assistive Technology (AT)
• Consumables (for items like bed pads)
• Daily Living Aids

17. Can you provide quotes for NDIS purchases?
Yes, we can provide itemised quotes for approval. Contact us with your requirements and participant details.

18. Can you help me choose products covered by NDIS?
Yes. While we cannot prescribe items (that requires an allied health professional), we can guide you on which of our products are commonly funded under NDIS categories.

19. What information do you need for an NDIS order?
For NDIS-funded orders, we usually need:

• Participant name & NDIS number
• Plan management type (Self, Plan-Managed, NDIA-Managed)
• Contact details for invoices or approvals

20. How do I know if my product will be approved by the NDIS?
Approval depends on your plan goals and budget. Check your NDIS plan or consult with your support coordinator or occupational therapist.

⚙️ Product-Specific FAQs

21. How do I adjust the height of a walking stick or rollator?
Most of our mobility aids are height-adjustable. Instructions are included in the product manual and/or on our Instruction Manuals page on our website. Click here for our Instruction Manuals page.

22. Do your rollators fold for transport?
Yes, our rollators are lightweight and foldable for easy storage and travel.

23. Can the bed rails be used on all types of beds?
Our safety bed rails are designed to fit most standard beds. Please check dimensions before purchasing or contact us for compatibility assistance.

24. Are your absorbent bed pads washable?
Yes, our reusable bed pads are machine-washable and designed for multiple uses.

25. What dressing aids do you offer?
We stock aids such as sock/stocking helpers, shoe horns, and reachers/grabbers to make dressing easier.

👩💻 Support & Contact

26. How can I contact you?
Please click here to email us via our Contact Us page with any questions you may have.

27. Do you offer product demonstrations or manuals?
Yes, most products come with user manuals, if required. Assembly Instructions and Instructions for Use are also available on our Instruction Manuals page on our website. Click here for our Instruction Manuals page. Products requiring assembly have video demonstrations on our website (click here) or on our YouTube channel:

28. Do you offer bulk orders for care facilities?
Yes, we supply aged care facilities, disability services, and hospitals. Click here to contact us for bulk pricing.