What payment methods do you accept?
When you order online, payment can made with any major credit card via Paypal during check-out.
When you order off line, we offer several payment options:
Credit Cards:
Visa, MasterCard and American Express.
Electronic Fund Transfer (EFT) or Direct Deposit:
ANZ Bank
BSB: 013483
Account: 202377148
Money Order (Australia only):
Please make payment to ‘Sax Health Care’ and post to:
Sax Health Care
2/6B Railway Avenue
Oakleigh, Victoria 3166
Australia
Do bear in mind that by the time your money order reaches our office and your item is then dispatched, there could well be a lengthy delay in your taking receipt of your item. You may find it easier to pay via Direct Deposit if you do not have a credit card.
How long does it take to confirm my payment?
Payments by credit card are usually approved immediately at the time we process your order. Payments by Direct Deposit may take up to 2 working days to present on our bank statement, and then we approve them immediately. Payments by money order can take up to 7 working days.
It is our policy not to ship any items until payment is confirmed.
Can I pay by Money Order or Cheque?
We accept Money Orders, but NOT cheques. Please make payment to ‘Sax Health Care’ and post to:
Sax Health Care
2/6B Railway Avenue
Oakleigh, Victoria 3166
Australia
When will I receive my order?
We ship our orders via Australia Post and other courier companies. Domestic orders are normally received within 2 - 7 working days; international orders may take up to 10 working days.
What if I am not at home when you deliver my goods?
All our parcels are sent as registered and insured, and may require a signature upon delivery. If you have specified ‘leave at door step’ or such, then you assume liability. Our delivery contractors (Australia Post and various couriers) typically deliver during business hours, so if you are not expecting to be home during these hours, we suggest, if practical, that you provide your work address as the delivery address.
Delivery is usually attempted straight to your door. If there is no one available to sign for the delivery, or if the local postal service does not offer this direct service, then a card will be left in your mailbox advising you of either a post office to collect your parcel from, or in the case of a courier delivery, a contact number to call in order to re-arrange the delivery.
All parcels are discreetly packed in boxes or Post bags as appropriate.
When will my order be shipped?
Your order will be shipped once your payment has been processed and approved.
What will delivery cost me?
Australian delivery charge is $10 for Metropolitan areas in the Eastern states and South Australia; $20 for all other Australian locations. International delivery charge will be advised upon receipt of order – around $30 for most countries.
What carrier/courier do you use?
The main services we use for most of our deliveries are Fastway Couriers, a registered delivery service, and the Australia Post. They will deliver your item to your designated delivery address. If no one is home, they will leave a card stating that your item is available for you to collect from your local location. We also fully insure all delivery shipments. In the unlikely event your item is lost in transit, we will replace it at our cost.
Do you deliver to PO Boxes?
Yes, we do deliver to Australian Post Office Boxes.
Will you respect my privacy?
Yes, your privacy is always protected. Our privacy page tells you exactly what we will and won't do with your personal information.
I have just received my item but it’s faulty, what do I do?
Returns must be made within 7 days from receipt of goods. We treat our refunds/returns on a case-by-case basis. Upon receipt of the returned product it will be examined, and if deemed to have a genuine manufacturing fault you will be offered a replacement. Once a product has been used it becomes ineligible for refund or exchange. Please note: the postage cost is not refundable once the parcel has left our warehouse.
Before you send back any product you MUST inform us in detail of the problem you are having with your product. Failure to comply with this may result in time delays and your product being returned.
Do you offer an exchange service?
Because of the personal nature of our products, an exchange service is not available. Please choose carefully before you buy, as only items which are found to be faulty will be replaced.
I have received my item but it is damaged, what do I do?
All shipments are covered by transit insurance. If you have received an item that is damaged, please contact us at [email protected]and advise us of the nature and extent of the damage. Please also advise us of your name, contact number and order number.
It is important for the purposes of our insurance claims that you take digital photos of the parcel as it arrives, and also of the damaged articles.
We will replace any items damaged in transit, at our cost, just as soon as we receive the damaged item back, or in many circumstances, as soon as we receive the photos. We apologise for any inconvenience.
I have just received my item but I no longer want it, can I change my mind and return it?
Please consider your purchases carefully before you place your order, as there is no return under any circumstances.
Where is my refund?
If it has been determined that you will be receiving a refund, then this request is sent to our finance department for processing. If you paid by credit card, we will refund directly into the account of the card you used. If you paid with Direct Deposit, we will need to obtain your Account Name, BSB and Bank Account Number to process your refund.
Once we have your details, the refund usually takes a few business days to process and a few days to present in your account. Please allow a week to see the refund being presented. If after a week from the date you were notified that you will be receiving a refund, you have still not seen the refund appear in your account, please contact us at [email protected]and we will investigate why the refund has not been issued, and rectify it immediately.
Is there a minimum order?
Yes, the minumum order is AUD $20 + GST.
Can I order from you if I am under 18 years old?
We are only able to accept orders from adults over the age of 18 years. By purchasing on our website you are certifying that you are over 18 years old.
Can I get more information about a product?
Certainly; to obtain more information about our products, please email [email protected]
I made a mistake on my order, how can I correct this?
If you have placed an order and you wish to change or cancel it, please PHONE us immediately (or -- if you discovered the mistake outside business hours: Mon - Fri 9am to 5pm Australian Eastern Standard time - then call as soon as we reopen) on (03) 9585 4711. Hopefully, we will be able to accommodate your request before the order is submitted for dispatch.
Please DO NOT EMAIL us with your request, as it is quite possible that your email will not be opened prior to the order being submitted to the warehouse and dispatched.
What if a product is not in stock?
If a particular product is not in stock, you will be notified so that you can decide if you want to be added to our waiting list. Once the item you have been waiting on becomes available, we will notify you via email or ship it out to you using your billing information on file.
Where can I leave feedback or testimonials in relation to your product, service and/or website?
We value your opinion and would love to hear from you. We are constantly looking for better ways in which to provide the best service possible, with the highest quality, most affordable, authentic items on the market.We are constantly updating our website and processes in response to feedback we receive from our customers, and we continue to welcome any innovative website or product suggestions you may want to share with us.
Please contact our Customer Service team at [email protected] and your comments will be passed on to the most relevant department.
If you have a question that has not been answered on this FAQ page, please email [email protected]