AidBox is the shopping portal of Disability Australia Group. Click here to visit Disability Australia Group website.

Continence

Hearing

Vision

Mobility Aids

Sensory Aids

Living Aids

Personal Protective Equipment

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FAQs

We’ve answered some of the most common questions to help make your experience simple and stress-free. Find clear answers to common questions about ordering, payments, shipping, and NDIS invoicing.



Can't find the answer to your question? No worries; our support team is here to help. Reach out to the team through the Contact Us page.

General

1. What are consumables?

Consumables are the everyday items required to manage personal care-related needs. These products are low-risk and low-cost.
At Aidbox, we sell a range of consumables in the following categories:
• Continence
• Hearing
• Vision
• PPE
• Mobility aids
• Sensory aids
• Living aids
Visit Aidbox to browse our wide range of consumables.

Phone: 02 9687 8271
Email: contactus@disabilityaustraliagroup.com.au
Hours: Monday – Friday 8:30am – 4:30pm AEST
We aim to respond to all inquiries within 48 hours.

NDIS funding for consumables

3. Is Aidbox an NDIS Provider?

Aidbox is the name of the online shop for Disability Australia Group Pty Ltd which is registered to provide equipment and services to NDIS participants.

Please see below for details if required-

Provider Name: Disability Australia Group Pty Ltd

Provider ABN: 30 6578 85259
Provider Number: 40 5013 2663

The NDIS consumables budget allows you to spend up to $1,500 on reasonable and necessary consumables.

You can use your NDIS funding to buy items on Aidbox provided you:

  • Are a plan-managed or self-managed NDIS participant
  • Have a consumables budget in your plan

To buy items when you’re a self-managed NDIS participant:

  • Order your items on Aidbox
  • Pay for them using your own money
  • Keep the receipt as proof of purchase
  • Upload the receipt and claim the purchase under your plan’s consumables budget.

It will usually only take 2-3 days for the NDIS to reimburse you.

Before buying any items on Aidbox, let your Plan Manager know you want to use Aidbox for your disability-related supplies. That way, they can understand what you want to use your funding for.

To buy items when you’re a plan-managed NDIS participant:

  • Add the item(s) you want to the cart
  • On the payment page choose option Invoice to NDIS, fill the form and click on submit
  • Our staff will then contact your plan manager to organise claim from NDIS
  • Once payment is received the items added to the cart by you will be shipped to the address shared by you.

Note: The time it takes for a claim to be approved by NDIS varies from provider to provider. Please allow 5-7 busine

Orders & payment

8. What payment types do you accept?

Aidbox offers the option of paying by credit card, bank transfer or choose option invoice to NDIS at checkout. Our website offers a secure payment gateway to ensure your card details stay safe.

Once payment for the order is received the receipt will be sent to your email id registered with us. Also, the website will have the option to download receipt in order history.

Once the order has been placed, it cannot be cancelled or changed.

No, there is no minimum amount that you are required to spend.

There is no return or exchange on the products due to hygiene reasons as they are consumables. In case of any product purchased which has a Manufacturer’s warranty the customer needs to get in touch with the manufacturer for claiming the warranty and follow their process.

Shipping

13. Where does Aidbox deliver?

We offer nationwide shipping within Australia.

We use Australia post to deliver our products.

Delivery costs are calculated at checkout based on factors such as location, size and weight of the package.

Sydney, Melbourne, Brisbane, Adelaide, and Canberra qualify for free delivery on orders over $149.

Areas outside of these cities are not eligible for free delivery. Delivery costs are calculated at checkout based on factors such as location, size and weight of the package.

Besides the above offer for any new customer taking our subscription services the 1st order will be shipped free of charge.

Order delivery times can vary by location. Expected delivery is 2-7 business days, depending on location.

We cannot guarantee a specific delivery time. However, deliveries occur Monday – Friday between 9 am and 5 pm (excluding public holidays).

Once you receive notification that your package is out for delivery, please check the Australia Post’s website for their policy on missed deliveries.

Unfortunately, it is not possible to request a date for delivery.

If you are still waiting to receive your package, please check the delivery status on the Australia Post’s website.

If the package is still in transit, please wait for further updates from Australia Post. In some instances, deliveries may take longer due to circumstances outside our control. In these cases, the delivery partner usually updates their website to inform you of delays.

If your tracking status is ‘delivered’ but you have not received your order, please contact us at contactus@disabilityaustraliagroup.com.au.

Tracking your order

22. How do I track my order?

Once your order has been dispatched, you will receive an email with a tracking number. You can use this number to track your package on the Australia Post’s website.

Please note that tracking is not live but updates as the package passes through specific scanning points.

If you are still waiting to receive a tracking number, please contact us at contactus@disabilityaustraliagroup.com.au.

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