FAQ

service@diabetesshop.com is the email address for our Customer Service team.

You can contact our Customer Service Team on 1800 177 055 between 8:30am and 5:00pm Monday to Friday (AEST).

Our team are happy to answer your questions about:

• Product information
• The progress of your order
• Feedback on your shopping experience

Yes. If you would like to order by phone, please call Diabetes Shop on 1800 177 055. Our team will assist you to complete your purchase.

Our detailed return policy is available on our Returns and Refund page.

Yes. Syringes, needles, pen needles, lancets, test strips, or test kits cannot be returned unless the product is assessed as having a manufacturing fault.

We do not have any retail shops. All our products are sold online at diabetesshop.com

Diabetesshop.com accepts major credit cards: Visa, MasterCard and American Express. We also accept PayPal.

Unfortunately, we do not sell outside Australia at this time.

Once you have place an order with Diabetes Shop, our system automatically sends you a confirmation email. Once the order is processed by our warehouse, tracking details are sent via email. If you are unable to track your order or haven’t received any email, please call 1800 177 055 or send us an email service@diabetesshop.com.

In the unfortunate and unlikely scenario that you didn’t receive your order please get in contact with our Customer Service team at: service@diabetesshop.com or call 1800 177 055 during office hours.

Please have your order number or registered email address handy. Please ensure that it has been more than the estimated delivery time and be aware that during peak periods deliveries can be delayed.

If an order you have received contains missing or damaged items, please get in touch with our customer support team at: service@diabetesshop.com or call 1800 177 055. Please have your order number or registered email address handy.

We are pleased to offer a standard shipping rate of $14.95 to all destinations in Australia.

Please note that STO affiliates (State and Territory Organisations) and wholesale customers cannot access this rate. Wholesale parcels are charged at cost.

Registering with diabetesshop.com sets you up with a shopping account so that you don’t have to fill in your details every time you shop. It also gives you access to your past and current order history. Unfortunately, it does not qualify you as a member or for member benefits. To take advantage of member benefits, you must be a member of Diabetes NSW & ACT, Diabetes QLD, Diabetes Victoria or Diabetes Tasmania.

As well as access to education, support, and a community forum, members also receive exclusive offers, product promotions and access to VIP shopping events at Diabetesshop.com. Notifications of these events are sent via email from time to time. Logging in to the store is no longer necessary to access these promotions.

If you are interested in finding out more about the other benefits of membership, such as community forums, please visit the Diabetes Australia website.

We welcome everybody at diabetesshop.com who needs diabetes products or support to help with diabetes management. We strive to offer a large range of products at competitive prices. If you need any help with your selections please don’t hesitate to reach out to our team.

service@diabetesshop.com or call 1800 177 055

Unfortunately no, these products are only available though NDSS access points which are generally local pharmacies or by ordering directly with the NDSS. Click the link below for more information about the subsidised products, where and how to order.

https://www.ndss.com.au/products/

All orders are processed by our warehouse partner within 1-2 business days. Orders are not dispatched or delivered on weekends or holidays.

Daily orders close at 3pm Monday to Friday AEST. If you place your order before 3pm Monday to Friday, it will be processed by the warehouse the next business day. Orders received after that time will be included in the following day’s order run. For example, if you place your order at 4pm on Tuesday, it will be on Wednesday’s order file and dispatched on Thursday.

If we are experiencing a high volume of orders, shipments may be delayed by a few days.

Estimated Delivery Times After Dispatch:

State	Shipping Time
NSW Metro	1 – 2 business days
NSW Regional	3 - 5 business days
ACT	3 – 6 business days
QLD Metro	3 – 6 business days
QLD Regional	3 – 6 business days
VIC Metro	3 – 6 business days
VIC Regional	3 – 6 business days
SA Metro	3 – 6 business days
SA Regional	3 – 6 business days
TAS	3 – 6 business days
WA	3 – 6 business days
NT	3 – 6 business days

Yes, you can purchase available items and pre-order items in the same transaction. However, please note that any item(s) which are in stock at the time of order will be held and shipped together when the pre-order item(s) become available.

Pre-order item ETAs are available on their product page.