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Frequently 
asked questions.

Knowledge is key, and we want to ensure you have full confidence to live your fullest life.

Explore our most frequently asked questions below.

Would Continence Products Literacy be applicable to me?

Continence Products Literacy is applicable to you if you:

  • Are not happy with your current products.

  • Want to know the health benefits of continence products.

  • Need support in understanding continence products and how they perform.

  • Would like to explore other options.

  • Would like tips on how to properly test your product to make sure it's providing you with the best value.

  • Feel anxious about using continence products.

Want to learn how to cut costs on continence products.

Returns

Please send all return requests via email to customerservice@mcquelhealthcare.com.au.
We will contact you to discuss after receiving your return request and the specifics of your order reference or invoice. Alternatively, please call 1800 18 7478 to get in touch with us.

A refund, credit or exchange may be provided if the following conditions are met:

  • Whenever a return for credit is necessary, QueSoft must be informed within fourteen (14) days after delivery or the finding of a product defect.

  • You must submit an invoice or delivery docket number that pertains to your initial purchase to receive credit for any goods you wish to return.

  • If your product is found to be defective or damaged after it has been delivered, we can make arrangements to send you new stock. Your customer service agent will give you advice on how to send the defective product back to us for free using our reply-paid address.

  • Packages must be in a re-sellable condition.

 

QueSoft reserves the right to not accept any returned goods that do not comply with these terms and conditions.
 

Can I get free samples?

We provide 2 free samples on all QueSoft products.

How long will it take for my order to be processed?

After you receive your order confirmation, your order will be shipped out within 24 hours.

Can I track my order?

We offer tracking on all parcels. Once your parcel has been shipped, we'll email you a tracking number. If you need any support please get in touch with our team through email at customerservice@mcquelhealthcare.com.au or by providing your personal information on our Contact Us page if you ever have questions concerning the whereabouts of your order. To help us with your inquiry, kindly provide the details of your order.

What are your approximate delivery times?

Metro areas: 2-3 business days (from the next business day after you receive your shipping notification)

 

Regional and remote locations: Please expect delivery to be longer than that of the estimated business days.

Please follow the tracking number on your shipping notification or contact our Customer Service team on +61 466-637-546 for an approximate ETA if required.

Will my order be shipped in discrete outer packaging?

We respect your privacy, so all our products are shipped with discrete outer packaging.

What if I’m not home when my order arrives?

The delivery agent will leave a card advising that they attempted delivery and leave instructions on where you can collect your package.

 

If you think you may not be home you can also advise us by making a note in the ‘Special Instructions’ when placing your order, detailing where you would like the goods to be delivered eg. "Please leave at front door if no one is home" or "Leave behind the yellow flowerpot". This message will be passed onto the delivery agent. Any other special delivery instructions must be provided when placing your order, including safety instructions eg. “Please beware of dog”.

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