Frequently Asked Questions

Ordering with the NDIS

Can I use my NDIS plan to order?
Yes. Self-managed and plan-managed participants can order most items directly, and each product page tells you whether it's NDIS-claimable. If you're plan-managed, visit our NDIS Payments page to request an invoice sent straight to your Plan Manager instead of paying upfront.

Do I need an Occupational Therapist assessment first?
Not for most items. Low-cost assistive technology can generally be purchased without a formal AT assessment. Higher-value or more complex equipment may require an OT recommendation as part of your plan — if you're unsure, contact us and we'll help confirm.

Can I get a tax invoice for my NDIS claim?
Yes — every order includes a proper tax invoice emailed to you automatically, suitable for self-managed claims through the myplace portal.

Shipping & delivery

How long does delivery take?
Most in-stock items dispatch within 1–2 business days, with tracking sent to your inbox. Delivery times shown are estimates rather than guarantees, as some larger equipment can take longer depending on your location.

Do you ship Australia-wide?
Yes, across Australia. Some larger items may have shipping surcharges to remote areas — this will always be shown at checkout before you pay.

Returns & refunds

What if I change my mind?
We offer a 30-day change-of-mind return window on top of your legal rights — the item just needs to be unused, in its original packaging, with proof of purchase.

What if an item is faulty or not as described?
You're covered by the Australian Consumer Law regardless of the 30-day window. Contact us and we'll arrange a repair, replacement, or refund, and we'll cover the cost of returning a faulty item.

How long do refunds take?
Once a return is approved, refunds are processed to your original payment method within 10 business days. Full details are on our Refund Policy page.

Getting in touch

I have a question that's not answered here.
No problem — email robert@ozmobilitystore.com.au, call/text +61 455 621 580, or use our Contact page and we'll get back to you.