Shipping policy

DocStock's ordering system allows you to calculate the cost of delivery for most medical products. The freight cost for medical supplies is based on:
  • The item/s you have ordered, and;
  • Where the shipment is to be delivered

Please note, the delivery cost for some large, heavy items or dangerous goods may need to be amended due to restrictions based on your delivery address. In that instance, we will contact you with an updated freight quote for you to either accept, or decline for a full refund, before processing.

We do not guarantee that items on our website are available for immediate shipment but we do show if an item is on backorder. Backorders can take a little as 1-2 days to arrive in, or as long as weeks or months for made-to-order products or during peak periods. The order confirmation provided to you after ordering will include ETAs based on your actual order. You can also contact us for an ETA prior to ordering.

DocStock ships most medical products via StarTrack Air or Road services. A signature is required on delivery.

If no-one is available to sign, parcels may be taken to the nearest Post Office or StarTrack Dept for collection (local procedures may vary). As redirected deliveries may attract an additional charge, please choose a delivery address where someone will be available to accept the parcel.

You can also arrange an 'authority to leave without signature' with instructions if no-one is available to sign,  however responsibility for the security of the goods is passed to the purchaser at that point. Please advise us of your "Authority to Leave" with instructions in the notes section of the "View Cart" page.

Delivery to Australia Post PO boxes is available for smaller shipments (excluding Dangerous Goods items). We will contact you with options if your order does not qualify.

Please note, DocStock takes no responsibility for goods that may subsequently go missing using this service once received by the Post Office. As a DocStock client, you are free to use your own courier company by prior arrangement with us or to collect from our Castle Hill NSW office. You can do this by selecting the Pickup option on the shipping page and we will contact you when ready to collect (exclusions apply, particularly large and furniture items).


Items less than 5kg (cubic/physical weight) are shipped on an overnight service.

(This excludes products classed as containing Dangerous Goods). Please note: Couriers do not guarantee next day delivery even when booked on an overnight service however StarTrack is generally very reliable with short delivery timeframes, especially to capital city locations,

Delivery of larger items can take 3-5 days; slightly longer for heavy fridges and tables. (Healthtec beds are manufactured to order in Queensland and may take a number of weeks).
DocStock quotes an estimated ship date on each order confirmation, so you know when your order is due to leave our warehouse.
Orders shipped via StarTrack can be tracked directly by you online. If you provide us with your email address when placing your order, you will automatically receive a delivery consignment number to help you track your parcel.
Should you wish to find the status of a delayed shipment, please first go online to track it. This will allow you to confirm that your parcel has not been redirected to the local Post Office or StarTrack depot because no-one was available to sign for it.
Please contact us if late deliveries need to be investigated further.

 

Warranty

All items are sold with the manufacturer's product warranty, as specified. The warranty covers manufacturing faults and defects and the cost of returning goods to DocStock is the responsibility of the customer. DocStock will cover the cost of returning the goods to the manufacturer for assessment and the cost of returning goods to the customer if deemed a warranty claim by the manufacturer.
DocStock is an authorised repair centre for DermLite USA. DermLite products purchased from DocStock include free labour on warranty repairs. Product sourced elsewhere will incur a labour fee even if deemed a warranty repair. (Parts will still be covered under warranty in that instance however).

 

Returns Policy

Orders damaged during transit will be replaced provided they are reported to DocStock Pty Ltd within 7 days of the date of delivery, and returned to us within 14 days of the delivery date.
Any faults and defects must be reported to DocStock Pty Ltd within 14 days and the item returned (excluding normal warranty conditions). All valid claims will result in the replacement of the damaged goods, or a refund if a replacement is not available.
The cost of returning goods to DocStock Pty Ltd is the responsibility of the customer.
If an incorrect product has been ordered or you change you mind DocStock Pty Ltd will need to be notified within 7 days of the date of delivery DocStock Pty Ltd will accept the goods back for credit if the product is unopened, unused, in original packaging and as New and in saleable condition. A restocking fee may apply for special-order items or if required by the supplier. It is the responsibility of the customer to return the goods to DocStock Pty Ltd and on receipt of the returned items DocStock Pty Ltd reserves the right to charge a restocking fee if the product is not returned in as new and saleable condition.