Delivery Policy

Placing an order

You can place an order with Health Information Australia (HIA) for products or services by completing and submitting our online order form using our electronic shopping cart system, or by telephoning our office during our business hours on 1300 598 884.

When ordering online, an email confirmation of the order details (excluding your credit card number) will immediately be sent to the email address you have specified in your subscription.

Product availability shown on our web site can vary from the actual product availability due to timing delays in updating the web site. Please check with us to confirm availability before placing your order if you are in doubt or supply of the product is time-critical to you.

Delivery times

Orders for in-stock products usually dispatch within seven days. This includes the amount of time for us to verify the order, complete invoicing and prepare your items for dispatch. Please note that delays sometimes occur, and these are mainly due to circumstances beyond our control.

Your order is expected to arrive within seven to 14 days from the date of order. If a product is not in stock, or you have ordered quantities exceeding our available stock levels, we will usually advise you by email or phone within seven days that all or part of your order may be delayed. Where practical to do so, we will ship part of your order and send the remaining items when they become available.

If an ordered product remains unavailable after a reasonable period of time, you have the right under the Australian Consumer Law to cancel your order for the remaining items and request a refund or replacement product of equivalent value if available. In some situations where products are packaged or required to be used together you have a right under Australian Consumer Law to return and replace the packaged items.

For more information about your order’s expected arrival date please refer to the confirmation emails that you receive from us or telephone our office during our business hours.

All our estimates are based on business days and assume that shipping and delivery don’t occur on holidays and weekends.

Postage and shipping

All postage and shipping/handling fees are shown on the products in our online shopping cart. Shipping/handling fees are also displayed on the shopping cart basket prior to payment. Postage is normally calculated at a fixed price for the total number of ordered items, except where an alternative shipping cost is expressly shown on the HIA online shopping cart.

All pricing shown on the HIA website in the online shopping cart are our normal shipping costs to capital city and metropolitan areas only.

Postage within Australia is usually via Australia Post by mail or eParcel. Some orders that exceed Australia Post size or weight limitations are sent by StarTrack Express courier or other couriers able to deliver at your location. Please note that parcels that are delivered by courier due to size or weight restrictions, cannot be shipped to PO boxes.

For deliveries within Australia, you only pay one postage/delivery fee per order, irrespective of the number of separate deliveries if your order is dispatched in more than one shipment. Express shipping is available by prior arrangement and will attract additional shipping charges.

HIA reserves the right to charge additional shipping costs if your location is outside Australian capital cities and metropolitan areas. Prior to shipment of your order, you will be advised of any additional shipping charges and you can cancel your order and obtain a full refund if you do not agree to pay additional charges.  

HIA reserves to right to refuse to ship orders outside Australia.

If you require more information about our Delivery/Shipping Policy or wish to obtain an estimate of costs, please contact us before placing your order.