Frequently asked questions
General
What is the email address for diabetesshop.com?
What is the email address for diabetesshop.com?
You can email our Customer Service team any time at service@diabetesshop.com. You can generally expect a reply within 24-48 business hours.
Is there somebody I can talk to?
Is there somebody I can talk to?
You can contact our Customer Service team on 1800 177 055 between 8:30am and 5:00pm Monday to Friday (Sydney time), excluding public holidays.
What can I get help with?
What can I get help with?
Our team are happy to answer your questions about:
- Product information
- The progress of your order
- Feedback on your shopping experience
Can I order over the phone?
Can I order over the phone?
Yes. If you would like to order by phone, please call us on 1800 177 055. Our team will assist you to complete your order.
Do you have any retail shops that I could buy from in Australia?
Do you have any retail shops that I could buy from in Australia?
We do not have any retail shops. All our products are sold online at diabetesshop.com
Can anyone shop at diabetesshop.com?
Can anyone shop at diabetesshop.com?
Yes! We welcome everybody at diabetesshop.com, including those who:
- need diabetes essential products
- need support to help with diabetes management
- want to implement health and wellness products into their everyday lifestyle.
We strive to offer a wide range of products at competitive prices. If you need any help with your selections, please don’t hesitate to reach out to our team at service@diabetesshop.com or call 1800 177 055.
How can I be sure I am ordering quality products to support my diabetes management?
How can I be sure I am ordering quality products to support my diabetes management?
All our diabetes essential products have been quality reviewed and approved by the highly experienced Health Professionals team at Diabetes Australia. If a product does not meet the standards set by the Health Professionals framework, we will not sell it on diabetesshop.com.
Shipping & delivery
Do you ship outside of Australia?
Do you ship outside of Australia?
Unfortunately, we do not ship outside Australia at this time.
How much does shipping cost for my order?
How much does shipping cost for my order?
We are pleased to offer a standard shipping rate of $14.95 to all destinations in Australia. We also offer free shipping on all orders over $120.
For all of our Plus or Legacy YOUnited members, you’ll receive free shipping on all orders with no minimum spend required. Please refer to your YOUnited membership pack if you are unsure how to redeem this.
Gift cards and digital downloads are exempt from shipping rates (unless purchased with physical items).
Please note: State and Territory Organisations (STO) affiliates and wholesale customers cannot access this shipping rate. Wholesale parcels are charged at cost.
How long does dispatch take?
How long does dispatch take?
All orders are processed by our warehouse partner within 1-2 business days. Orders are not dispatched nor delivered on weekends or public holidays.
During promotional periods, we may experience a high volume of orders and shipments may be delayed. We will do our best to notify you if this occurs.
What are the estimated delivery timeframes after dispatch*?
What are the estimated delivery timeframes after dispatch*?
| State | Shipping Time |
|---|---|
| NSW Metro | 1 – 2 business days |
| NSW Regional | 3 – 4 business days |
| ACT | 2 – 3 business days |
| QLD Metro | 2 – 3 business days |
| QLD Regional | 2 – 12 business days |
| VIC Metro | 2 – 3 business days |
| VIC Regional | 3 – 5 business days |
| SA Metro | 2 – 4 business days |
| SA Regional | 2 – 5 business days |
| TAS | 3 – 8 business days |
| WA | 4 – 10 business days |
| NT | 4 – 13 business days |
I need my order urgently – do you offer express shipping?
I need my order urgently – do you offer express shipping?
Unfortunately, we do not offer express shipping at this time.
Why is my order coming from a supplier, rather than Diabetes Shop?
Why is my order coming from a supplier, rather than Diabetes Shop?
We have a small number of items that are sent directly from the supplier instead of our warehouse. This may slightly change processing or delivery times, and if you have additional items in the same order they will arrive separately.
You’ll still receive tracking details once the supplier ships your item, and our Customer Service team remains your main point of contact for any delivery questions or issues.
Any items coming directly from the supplier are listed as such on their description page.
Returns & refunds
What is your return policy?
What is your return policy?
Our detailed return policy is available on our Returns and Refunds page.
Are there any non-refundable or non-returnable products?
Are there any non-refundable or non-returnable products?
Yes. Blood glucose monitors, continuous glucose monitors, test strips, insulin pen needles, syringes and lancets cannot be returned unless the product is assessed as having a manufacturing fault.
We also do not offer returns, refunds or exchanges on gift cards, eBooks or digital downloads.
Orders & payments
What forms of payment do you accept?
What forms of payment do you accept?
diabetesshop.com accepts the major credit cards Visa, MasterCard and American Express. We also accept PayPal.
How do I track my order?
How do I track my order?
Once you have placed an order with Diabetes Shop, our system automatically sends you a confirmation email. As soon as 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 at service@diabetesshop.com.
I've received a tracking number but there's been no further movement?
I've received a tracking number but there's been no further movement?
If you have received a tracking number from Australia Post but there has been no further movement after 3 business days, we recommend getting in contact with our Customer Service team on 1800 177 055 or service@diabetesshop.com.
Our warehouse team dispatches orders as they process, and no movement after a tracking number has been created may mean something has gone wrong.
I’ve realised I’ve made an error after placing my order, how can I fix this?
I’ve realised I’ve made an error after placing my order, how can I fix this?
If you have made an error, we recommend you contact our Customer Service team as soon as possible. It is preferable to contact our team by phone on 1800 177 055 during business hours, as this may help solve the matter promptly, but you can also email anytime at service@diabetesshop.com. Our team will endeavour to fix any errors you have made, but please note that if you order has already been processed for delivery, it may be too late.
What happens if I didn’t receive my order?
What happens if I didn’t receive my order?
In the unfortunate 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 business 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.
What happens if my order was faulty, damaged or missing items?
What happens if my order was faulty, damaged or missing items?
If you have received an order containing faulty/damaged items or is missing items, please get in touch with our Customer Service team at service@diabetesshop.com or call 1800 177 055.
Please have your order number or registered email address handy. Our Customer Service team may also request proof, such as photos of the faulty/damaged items. It is important that you retain any faulty item, even a consumable that has been used (e.g. continuous glucose monitor).
Can I purchase an available item and pre-order item in the same order?
Can I purchase an available item and pre-order item in the same order?
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.
I’ve placed an order, but the web address didn’t include diabetesshop.com – can you help?
I’ve placed an order, but the web address didn’t include diabetesshop.com – can you help?
Unfortunately not. Please be aware that there are many scam companies out there impersonating Diabetes Shop and Diabetes Australia. We recommend you stay vigilant and always double-check the browser URL when placing an order.
My account/Membership
I registered with diabetesshop.com. Does that qualify for YOUnited member benefits?
I registered with diabetesshop.com. Does that qualify for YOUnited member benefits?
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, and allows you to add items to a wishlist for future ordering. Unfortunately, it does not qualify you as a YOUnited member or for member benefits.
What are the benefits of becoming a Diabetes Australia YOUnited member?
What are the benefits of becoming a Diabetes Australia YOUnited member?
As well as access to education, support, and a community forum, YOUnited members also receive exclusive offers, product promotions and access to VIP shopping events at diabetesshop.com. All Plus or Legacy YOUnited members also receive free shipping on all orders with no minimum spend required.
If you are interested in joining or finding out more about the other benefits of YOUnited membership, please visit our Membership page.
I'm a Plus/Legacy member, how to I access my benefits?
I'm a Plus/Legacy member, how to I access my benefits?
YOUnited Plus and Legacy members receive free standard shipping only when the unique discount code is entered at checkout. If the code is not applied, normal shipping fees will apply. Free shipping codes cannot be added or refunded after an order is placed.
YOUnited Plus and Legacy members also receive discounted pricing on selected products when using a unique discount code at checkout. The member pricing will only apply when the correct code is entered at the time of purchase. If the code is not applied, standard pricing will be charged, and discounts cannot be added or refunded after the order is placed. Discount codes can be used together with the free shipping code; however, if one or both codes are not entered at checkout, the associated benefits will not be applied and we are not responsible for any missed savings.
NDSS subsidy
Can I order products subsidised by the National Diabetes Services Scheme from diabetesshop.com?
Can I order products subsidised by the National Diabetes Services Scheme from diabetesshop.com?
Unfortunately no, the subsidy price on these products is only available through NDSS Access Points which are generally local pharmacies, or by ordering directly with the NDSS. More information is available on the NDSS website.
diabetesshop.com is not an NDSS Access Point.
Can’t find whatyou’re looking for?
Let us help! If you are unable to find a specific product, please reach out to our friendly Customer Service team. We can assist with product availability, recommendations – and can even take your order over the phone.
