Frequently Asked Questions — Joya Medical Supplies

Question 1

What are your store operating hours?

Accepted Answer

You can shop online 24/7. Our head office and storefront is located on the Gold Coast. For walk-ins or store pickup, we're open Monday to Friday from 8:30 am to 4:30 pm (AEST), excluding public holidays. Our address is 6/7 Hansen Court, Coomera, 4209, QLD.

Question 2

Can you help me with product information?

Accepted Answer

You can find product information and specifications on our website. If you cannot find the information you need, our friendly customer care team is here to help via chat, email, or phone. Email: info@joyamedicalsupplies.com.au. Phone: 1300 005 032 or 07 5564 6628.

Question 3

Do I need to register to make an online order?

Accepted Answer

Registration isn't required to place an online order. However, we do recommend creating an account for a faster checkout experience, easy order tracking, and access to special offers and promotions. If you're an NDIS participant, organisation, or nominee, you can also open an account with Joya by following a few simple steps.

Question 4

Do you provide product support before purchasing?

Accepted Answer

Yes, we have registered nurses available for consultations should you have any questions about our products before purchasing.

Question 5

Can anyone purchase from the Joya website?

Accepted Answer

Yes, Joya is open to both individuals and organisations to purchase most products directly. Some items may have restrictions due to clinical or regulatory requirements.

Question 6

How can I place my order?

Accepted Answer

You can place an order online via the Joya website or by contacting us directly via phone or email. We also accept orders by mail, fax, and in-store for both purchases and click & collect. If you're an NDIS participant, you can also order using your NDIS funding through our online ordering portal.

Question 7

What payment methods do you accept?

Accepted Answer

We accept a range of payment options for online orders, including Visa, Mastercard, Maestro, American Express, and Discover cards. We also accept Direct Bank Transfer payment and NDIS funding payments. EFTPOS is available for in-store purchases and pickups.

Question 8

Is there a minimum purchase value for online orders?

Accepted Answer

No, there's no minimum order requirement. You can purchase as little or as much as you need.

Question 9

Can I get help setting up a regular order or bulk supply?

Accepted Answer

Yes, we support both individual and bulk ordering. When purchasing your item, you can select from a one-time delivery, an every 14 days recurring delivery, or an every month recurring delivery. If you require ongoing supply or larger quantities, please contact our team to discuss options.

Question 10

Where do you deliver for online orders?

Accepted Answer

We deliver Australia-wide. At this time, we do not offer international shipping.

Question 11

Can I pick up my order from the storefront?

Accepted Answer

Yes, you can choose store pickup when placing your order online. Orders are usually ready within 2–3 hours. Please make sure you check your confirmation email before arriving at the store to ensure you have the latest updates, or contact us directly if your order is urgent.

Question 12

What if a product is out of stock?

Accepted Answer

You can contact us to check restock timeframes or suitable alternatives.

Question 13

Can I still order a product that's out of stock?

Accepted Answer

Yes, you can place an order for out-of-stock items. These will be processed as a backorder and will be shipped to you as soon as stock becomes available.

Question 14

What is a non-stock item?

Accepted Answer

A non-stock item is a product that is not held in regular inventory but can still be purchased through our website. Once your order is placed, we will source the item from our supplier and supply it to you as soon as it becomes available.

Question 15

Can I request product samples?

Accepted Answer

Yes, we do offer samples of selected products. Samples are currently available for some disposable continence and urinary care consumables. Please note that not all disposable products are included for samples, so we recommend contacting our team to check availability before requesting a sample.

Question 16

What does “backorder” mean?

Accepted Answer

A backorder refers to a product that is currently out of stock but still available for purchase. When you place an order, the item is reserved and will be shipped to you once new stock becomes available.

Question 17

How will I know if my order includes backordered items?

Accepted Answer

If any items in an order are out of stock at the time of fulfilment (backordered), they will still appear on your invoice, but they will be listed separately at the bottom, so it is clear they were not included in the shipment. If you require additional information, don't hesitate to contact our customer support team, and we'll be happy to help with your order status.

Question 18

What are your store opening hours?

Accepted Answer

The Joya Medical Supplies store is open Monday – Friday, from 8:30 AM – 4:30 PM.

Question 19

What is the Joya store address?

Accepted Answer

You can find us at the following address: 6/7 Hansen Court, Coomera, 4209, QLD.

Question 20

How do I place an order to collect in store?

Accepted Answer

Place an order as normal via our website. When checking out, you can select 'store pickup' which is free of charge. Once your order is confirmed, you'll be sent details of when you can collect your order in store. This is usually a few hours after purchase. The Joya storefront is open Monday – Friday, from 08:30 AM – 4:30 PM.

Question 21

When do I pick up the order?

Accepted Answer

By placing a store pickup order with Joya Medical Supplies, the customer acknowledges and agrees to collect the order within 30 days from the date of the Ready for Pickup notification email. For more information, please view our Store Pickup Policy.

Question 22

What are your shipping options and costs?

Accepted Answer

Queensland & New South Wales: Joya offers free standard shipping with no minimum order value to orders in Queensland and New South Wales. Australia-wide: For the rest of Australia, standard shipping is $11, with free standard shipping on orders over $300.

Question 23

Do you offer Express Shipping?

Accepted Answer

Express shipping is available for $35 and typically arrives within 1–2 business days.

Question 24

Do you offer free shipping?

Accepted Answer

Yes. We offer free standard shipping with no minimum order value to Queensland and New South Wales. Free shipping will be displayed at checkout when you enter your address.

Question 25

What are your shipping rates for the rest of Australia?

Accepted Answer

For orders outside our free shipping zones, standard shipping is $11 Australia-wide. Orders over $300 qualify for free standard shipping. Express shipping is also available for $35, with delivery typically taking 1–2 business days.

Question 26

How can I track my order once it's been shipped?

Accepted Answer

You will receive a shipment confirmation or tracking number from our courier company. Please provide a mobile number at checkout to receive tracking updates. The tracking number will be active within 24 hours.

Question 27

Do you ship internationally?

Accepted Answer

Joya Medical Supplies only ships within Australia. We currently do not offer international shipping. If you have any questions about delivery options, please contact our team for assistance.

Question 28

How do I find products on sale?

Accepted Answer

Any current discounts or special offers will be clearly displayed on the product page and reflected in the listed price on our website. You can also view our Clearance section for any items that are on sale.

Question 29

How do I apply a promo code to my order?

Accepted Answer

If you have a discount or coupon code, you can add this to your order at the checkout page. Underneath your products, you will see 'Have a coupon code?' and you can apply this to your order.

Question 30

How do I register as an NDIS customer?

Accepted Answer

To register as an NDIS customer with Joya, you'll need to create an account and select your NDIS funding type (self-managed, plan-managed, or agency-managed). If agency-managed, a Service Agreement will be required. Once your account is set up, you can begin placing orders using your approved funding. If you need help getting started, our customer care team is available to support you step-by-step.

Question 31

How do I place my order using my NDIS information?

Accepted Answer

You can place your order online by selecting your items and proceeding to checkout. When prompted, enter your NDIS details and select your funding type. Self-Managed: No Service Agreement is required. Once your order is placed, an invoice will be emailed to you for payment. Plan-Managed: Enter your Plan Manager's details at checkout. We will send the invoice directly to your Plan Manager for processing and payment approval. NDIA (Agency) Managed: A Service Agreement is required before your order can be processed. Once completed, our team will submit the claim through the NDIS portal on your behalf.

Question 32

Need a quote instead?

Accepted Answer

Simply select your desired products and use the quote request option available below the “Add to Cart” button on the product page. If you need assistance at any stage, our customer care team is here to help.

Question 33

I have NDIS login credentials – how do I log in?

Accepted Answer

You can log in to your NDIS online ordering account using your provided username and password. For step-by-step login instructions, please refer to the guide provided on the login page.

Question 34

Can I change my password for NDIS online ordering?

Accepted Answer

Yes. If you need to reset your password, simply click the “Forgot Password” link on the login page. After entering your username or email address, you'll receive an email with instructions to create a new password.

Question 35

Can I pay for my order using Home Care Package (HCP) funding?

Accepted Answer

Yes. If you have an approved Home Care Package, you may be able to use your funding to purchase eligible healthcare products through Joya. We recommend checking with your Home Care Package provider to confirm available funding and product eligibility before placing your order.

Question 36

How do I know if my product is eligible under My Aged Care funding?

Accepted Answer

Product eligibility depends on your individual care plan, funding level and provider guidelines. Many healthcare and continence-related products may be covered if they support your assessed care needs. If you're unsure, please speak with your Home Care Package provider or care manager before ordering.

Question 37

Do I need approval before placing an HCP order?

Accepted Answer

In most cases, approval from your Home Care Package provider or care manager is recommended before placing an order. This helps ensure the products are covered within your available funding and can be processed correctly.

Question 38

What steps do I need to take to set up Joya as my HCP supplier?

Accepted Answer

You will need to provide Joya's details to your Home Care Package provider and confirm that they approve purchases through Joya. Your provider may also request a quote or invoice before approving the order.

Question 39

Can I combine private payment with my HCP order?

Accepted Answer

Yes. If your Home Care Package funding does not cover the full order amount, you may be able to pay the remaining balance privately. Please check with your provider regarding their funding requirements and approval process.

Question 40

Do I need an account to order using My Aged Care funding?

Accepted Answer

Creating a Joya account can help make ordering easier and allow you to track your purchases, but specific funding requirements may vary depending on your Home Care Package provider. If you need assistance, our team can help guide you through the process.

Question 41

How do I submit my referral or provider details during checkout?

Accepted Answer

You can include your Home Care Package provider details, referral information, or any relevant notes when checking out. On the checkout page, we have a dedicated space for you to input your Home Care Package information. If additional information is required, our team will contact you to assist with processing your order.

Question 42

What is your returns and refunds policy?

Accepted Answer

Products may be returned to Joya within 7 days of purchase for a refund, credit or exchange (excluding shipping costs) if ordered in error, no longer required, unsuitable, or due to a change of mind. Please note that returned items may incur a restocking fee of 20% of the product value or $25 (whichever is greater). All returns are subject to approval and product condition requirements. Please note that liquid products are non-returnable and not eligible for refunds, exchanges, or credits.

Question 43

What should I do if I receive a damaged, defective, or incorrect order?

Accepted Answer

If you receive a damaged, defective, or incorrect item, please take clear photos of the product and packaging and email them to info@joyamedicalsupplies.com.au. Once reviewed by our team, we'll work with you to resolve the issue as quickly as possible. Please do not return any items without prior approval from Joya. If an incorrect product was sent, we'll arrange the correct item to be delivered at no additional cost.

Question 44

Which items are non-returnable?

Accepted Answer

For hygiene and safety reasons, some items cannot be returned. This includes: any liquid products; non-stock or special-order items; compression stockings; washable underwear; braces and support consumables; and undergarments and similar personal-use items. If you're unsure whether your item is eligible for return, please contact our team before sending it back.

Question 45

How can I provide feedback or raise a complaint?

Accepted Answer

Your feedback is incredibly important to us. You can share your feedback or raise a complaint by emailing us at info@joyamedicalsupplies.com.au, or via our online feedback form at https://joyamedicalsupplies.com.au/feedback.

Store and Product Information	Online Orders	In-Store Pickup
Shipping & Delivery	Sales & Promotions	NDIS
Home Care Package (HCP)	Returns/Refunds	Other

FAQs