Frequently Asked Questions

As soon as you place your order you'll receive an Order Confirmation email to the address you provided at checkout. This email confirms your order number, the items you ordered, and your billing and shipping details.

Please check your spam or junk folder if you don't see it within a few minutes. If you still can't find it, contact us and we'll resend it.

A Draft Order Invoice is sent when one of our team members has created an order on your behalf — for example, for a custom quote, NDIS order, or bulk purchase. It is not a confirmed order until payment is received.

The email will include a secure payment link so you can review and pay for the order. Once payment is confirmed, your order will be processed and dispatched.

Orders placed on business days are typically processed and dispatched same day or next business day. Orders placed on weekends or public holidays are processed the following business day.

• Standard Delivery: 4–10 business days
• Express Delivery: 1–4 business days

You'll receive a Shipping Confirmation email with your tracking number as soon as your order leaves our warehouse.

If your order hasn't been dispatched yet, please contact us immediately at sales@tynor.com.au or call 08 6186 0001 and we'll do our best to accommodate the change.

If your order has already been fulfilled and shipped, we're unable to make changes. In that case, please refer to our returns policy.

If you cancel your order, you'll receive an Order Cancelled email confirming the cancellation and any applicable refund details.

Yes. If we make any changes to your order (such as updating a product, quantity, or price), you'll receive an Order Edited email showing exactly what changed. If the edit results in an additional charge, you'll also receive a payment request.

If your order has an outstanding balance, you'll receive an Order Invoice email with a link to pay the remaining amount. Your order will not be dispatched until the full balance is settled.

You can also pay via bank transfer using the details below:

• Account Name: Australian Healthcare Supplies
• BSB: 774-001
• Account Number: 209 111 732
• Reference: Your order number

Yes! Local pick up is available from our Forrestdale warehouse in Perth, WA.

Address: 3/7 Weedon Road, Forrestdale, WA 6112

Select Local Pick Up at checkout. There is no shipping charge for pick-up orders.

Once your order has been packed and is ready for collection, you'll receive a Ready for Local Pickup email. This email will include your order details and pick-up instructions.

Please do not come in before receiving this email as your order may not be ready.

Once our team marks your order as collected, you'll receive a Pickup Receipt email confirming that the order has been picked up. This serves as your proof of collection — please keep it for your records.

Yes, we offer local delivery to select areas in the Perth metropolitan region. This option will appear at checkout if your delivery address is within our delivery zone.

You'll receive an Order Out for Local Delivery email on the day your order is on its way to you. Once delivered, you'll receive an Order Locally Delivered confirmation email.

If we're unable to deliver your order, you'll receive an Order Missed Local Delivery email with instructions on how to reschedule or arrange collection. Please contact us as soon as possible so we can organise an alternative.

Once your order has been dispatched, you'll receive a Shipping Confirmation email containing your tracking number and a link to track your parcel with the carrier.

If your tracking number has been updated, you'll receive a Shipping Update email with the new details.

Yes — where supported by the carrier, you'll receive:

• An Out for Delivery email on the day your parcel is with the driver
• A Delivered email once your parcel has been marked as delivered

Please note these notifications depend on carrier tracking support and may not be available for all shipments.

Please check around your property (letterbox, front door, garage) and with any neighbours or building management. Sometimes parcels are left in a safe place.

If you still can't locate your parcel, contact us with your order number and we'll raise an investigation with the carrier on your behalf.

Yes, we ship to all states and territories across Australia. Shipping rates and estimated delivery times are calculated at checkout based on your delivery address and chosen shipping method.

• Standard: 4–10 business days
• Express: 1–4 business days

We accept the following payment methods:

• Visa, Mastercard, American Express
• PayPal
• Afterpay / Buy Now Pay Later
• Bank transfer (EFT) — for invoiced orders
• NDIS plan-managed and self-managed payments

If your payment couldn't be processed during checkout, you'll receive a Payment Error email. Your order will not be placed until a successful payment is made.

Common reasons for payment failure include:

• Incorrect card details
• Insufficient funds
• Card blocked by your bank for online transactions
• 3D Secure / authentication not completed

Please try again with a different card or contact us for assistance.

A Payment Reminder email is sent when an invoiced order is due or overdue for payment. Your order will not be dispatched until payment is received.

Please pay via the secure link in the email or via bank transfer using your order number as the reference. If you believe this is an error, please contact us.

If you have a saved payment method on file (for example, for a subscription or recurring order), we may charge it automatically when an order is due. You'll receive an Order Payment Receipt email confirming the charge.

If you'd like to update or remove your saved payment method, you can do so from your account settings.

We accept returns within 30 days of delivery for items that are unused, in original packaging, and in resalable condition. For hygiene reasons, some products cannot be returned once opened.

To start a return, please contact us with your order number and reason for return.

You can request a return directly from your account. Once submitted, you'll receive a Return Request Received email confirming we've received your request.

Our team will review your request and respond within 1–2 business days. You'll then receive either:

• A Return Request Approved email with return instructions and a return label
• A Return Request Declined email with the reason

Once we receive and inspect your returned item, refunds are processed within 3–5 business days. You'll receive an Order Refund email confirming the refund amount.

The funds may take an additional 3–5 business days to appear in your account depending on your bank or payment provider.

If the return is due to a fault, damage, or an error on our part, we will cover the cost of return shipping and provide a prepaid label.

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend using a tracked service as we cannot be responsible for parcels lost in transit.

Gift cards can be purchased on our website and delivered digitally by email. Once fulfilled, the recipient receives a New Gift Card email containing the gift card code and instructions on how to redeem it at checkout.

If you add a recipient's email address to a gift card purchase, they'll receive the card directly. You'll also receive a Gift Card Receipt email for your records.

Store credit is applied automatically to your account. When you receive store credit, you'll get a Store Credit Issued email showing the amount added. Your store credit balance will appear at checkout and be automatically applied to your next purchase.

You can create an account by clicking Log In in the top right corner of our website and selecting Create Account. You'll receive a Customer Account Welcome email once your account is active.

If you've been invited to create an account by our team, you'll receive a Customer Account Invite email with a link to set up your password.

Click Forgot password? on the login page and enter your email address. You'll receive a Password Reset email with a secure link to set a new password. The link expires after 24 hours.

If you don't receive the email, please check your spam folder or contact us.

You can manage your saved payment methods from your account settings. When you request to add, update, or restore a payment method, you'll receive a secure email link to complete the process safely.

You can update your email address from your account settings. Once changed, you'll receive a Email Address Change Confirmation to both your old and new email addresses to verify the update. This is a security measure to protect your account.

Yes. Tynor Australia (trading as Australian Healthcare Supplies) is a Registered NDIS Provider. We can supply products for NDIS participants under all three funding management types:

• Agency managed (NDIA direct claims)
• Plan managed (via your plan manager)
• Self managed (you pay and claim reimbursement)

For NDIS orders, please contact us directly so we can set up the correct invoicing for your plan type:

• Email: sales@tynor.com.au
• Phone: 08 6186 0001

We'll issue a Draft Order Invoice with the correct NDIS line item codes and supporting documentation for your plan manager or NDIA portal submission.

Yes. All orders come with a full Tax Invoice (GST inclusive) with our ABN (39 632 237 346). This is automatically sent to you by email and is suitable for NDIS self-managed reimbursement claims or plan manager submissions.