We are proud to be a One-Stop Shop and the only Company that offers a special product sourcing and procurement model that supports our Client's choice and control.

Choice and Control

To ensure that the correct items are provided - and to avoid any confusion - we will require the Client or their Representatives to:

a) Please provide us with specific / direct links to the products requested/required, or;
b) Please provide us with approval to source and supply the most suitable products to the items requested (including potential substitutes)

Lead Times

As these products are non-stock items - sourced specially for you and/or the Client - they will be subject to some delays.

To ensure that all items are supplied as fast as possible, we follow strict procedures:

  • Products will be dispatched as soon as they're available
  • This may lead to multiple deliveries
  • This may lead to deliveries directly from our Suppliers (to minimise handling and ensure lowest possible cost to our Clients)

Sourced Product Lead Times and Possible Delays

Please allow a minimum of 5 working days for the dispatch of your special items.
Special items are subject to availability and we will endeavour to communicate any delays as soon as possible. Please note that we also rely on communication from our Suppliers.

Separate Invoices (to Avoid Delays)

If your order includes Special Order Items (SOI) as well as Stock Items, we will invoice these items separately; i.e. one invoice for stock items and separate invoice for Special Order Items (SOI).

This is to ensure that your stock items are not delayed and you receive your products as fast as possible.


We are happy and able to provide quotes when required.
Any prices quoted are only valid for 7 days from the date of invoice.

Freight Charges

As we look to ensure the fastest possible delivery, multiple freight charges may be incurred.
Please contact us if you have any queries regarding freight.

We do not hide the cost of freight (from the Supplier to us) within the product. As such, this may lead to multiple 'FREIGHT' costs on your invoice. This is simply the cost charged by the Supplier(s) to ship your products to us.
Please contact us if you have any questions regarding freight charges.

Returns, Refunds & Cancellations

Due to the nature of 'non-stock' and special order (sourced) products and items we have a strict no cancellations and no returns policy.
Our team makes every effort to ensure we are meeting the exact requirements of your request(s).
To avoid any issues; before ordering any sourced or 'non-stock' items, please ensure the details being provided are accurate and correct.

We always recommend - and may request - product imagery, product codes and other information to confirm the specific product(s) being requested.

Receipt and Delivery

Final receipt of your products/delivery is the responsibility of the Client. We kindly request that if you have not received your order, please let us know in a timely manner and we will happily follow up if there are any issues:

E-mail: sales@incontinenceproducts.com.au
Phone: 02 9531 2011

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