Frequently asked questions
Q. What are our hours of business?
A. We are open from 9-5.30pm Monday to Friday. We are closed all Public Holidays however you may book an appointment with our Sales Manager if required outside of these hours. Please call us to arrange.
Q. Are we open to the public?
A. The General public are welcome to call us to make an appointment to come and try on bracing and view other products.
A. Practitioners can refer patient direct to us for fitting braces and viewing products. Please indicate to the patient which type of brace/product they require.
Q. What is the best way to size a brace when ordering over the phone?
A. It is important to size the brace correctly as some braces are non-returnable. Please follow the guidelines in the table below. If you are not sure please call our friendly staff for further advise.
General rule of thumb when Sizing up braces follow the following measures:
|
Part of the Body |
Measure what |
Other measure |
Left or Right Required |
| Neck |
Circumference of the neck |
Not required |
Not required |
| Shoulder |
Circumference of the chest |
Upper arm measure |
Left or Right Shoulder |
| Elbow |
Circumference of the Elbow |
|
Left or Right Elbow |
| Wrist/Thumb |
Wrist Circumference |
|
Left or Right Wrist/Thumb |
| Back |
Waist Circumference |
|
|
| Hip |
Waist Circumference |
|
Left or Right Hip |
Trochanter/
Sacro Iliac |
Measure where the brace will sit |
|
|
| Knee |
Mid patella (knee cap) circumference |
Calf and upper knee circumference |
Left or Right Knee |
| Ankle |
Shoe Size Men’s Ladies US/UK/Aust |
Ankle circumference |
Left or Right Ankle |
| Orthotics |
Shoe Size Men’s Ladies US/UK/Aust |
Persons weight/Type of shoe |
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Q. What is a reasonable lead time I would expect on my order?
A. Depending on where you are located (we are in Melbourne) if the product is in stock the lead time should take approx 1-3 working days. Our Tables are manufactured to order and can take approx 3-4weeks unless on hand. Our Electrotherapy equipment (ITO) takes approx 2-3weeks unless in stock. Ultrasounds, I/F, Tractionunits, Tens/Muscle Stims and Pressure Therapy units are generally in stock.
Q. What are warranty terms on products?
A. All products have their own specific manufacture warranty terms set by the manufacture. Items which are damaged by the customer do not come under the warranty terms. For specific warranty terms for products please contact us.
Electrotherapy is generally 2 years. Tables – 2 years, Braces – 3 months.
Q. Do we issue quotations?
A. Please contact us via email, phone or fax for a quotation? List the items you are interested in and the quantities you are interested in purchasing along with your practice or contact details. If you already have an account with us please forward us your account number.
Returns Policy
Prior to returning goods to Access Health, all returns must be issued with a return number. Firstly call Access Health and will issue you with a return number and we will fax/email you a returns slip which is to be filled in with all the relevant information.
Goods must be returned within 7 days of receipting goods, no returns after 7 days.
All products are to be returned in its original packaging. We will not credit products that have been worn or that have damaged packaging. All goods are to be returned with the following items.
Credits cannot be given on products that have been incorrectly ordered, or on products that are not a stock item.
What to Return
- All of the product and its parts
- All the of the packaging as you received it
- A copy of the Invoice/Receipt
- Your contact details
- Return number and return form
Address
Access Health
Atten: Returns
Unit 1/Rear 194-196 Whitehorse Rd
Blackburn 3130 VIC
Australia
Our ABN: 94007000526
Returns from Overseas
We do not accept returns from overseas ( except for incorrectly sent goods or goods faulty when received )We must be notified by email with 14 days of order dispatch & delivery fee back to Access Health is the purchasers responsibility please select the correct product to avoid impending on our terms of sale.
Pricing
Pricing and availability are subject to change. In rare circumstances if pricing from our supplier changes by a significant amount, we may have to adjust our sale price to compensate. We have made best effort to present correct information and pricing however we are not responsible for any errors or omissions, and we may refuse any order at our discresion. In these cases if you have already placed your order we will contact you ASAP and you will be given an option to pay the new price or to cancel order.
For your convenience we only debit your credit card when we ship the order.
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