Frequently Asked Questions


What Shipping Methods Are Available?

Your order will be sent via a courier partner. We will soon offer click and collect from our Melbourne warehouse.

Do You Ship Internationally?

No we do not provide shipping of products internationally at this stage. We only provide products to customers in Australia.

What do you charge for shipping?

We charge from $25 for shipping. Larger shipments may be more depending on the deals we have going at the time. We suggest checking with our customer team prior to ordering to confirm pricing.

Can I do a Click and Collect order from your Melbourne warehouse?

We don’t currently have a click and collect option for local Melbourne customers but this service will be launched shortly.

When can I expect my order?

Please allow up to 3 business days for your order to be dispatched. Following dispatch, most orders will arrive within 2-7 business days for metro areas and 2-10 days for regional areas. Please note we are unable to deliver to PO Box addresses.


How can I pay for my order?

We accept card payments from Visa, MasterCard, American express, discover and Diners Club, China Union Pay, Japan Credit Bureau, EFTPOS. We also accept DBT (Direct Bank Transfer). Paypal and Afterpay to come in the near future.

I am NDIS registered can you accept payment?

Yes, we are NDIS registered and are able to accept agency managed, self managed and plan Managed clients.

Order & Returns

How do I place an order?

All orders are to be placed online.

How can I cancel or change my order?

Please contact our customer service team. Unfortunately we cannot issue a refund for change of mind unless the orders was placed and you cancelled prior to the order process starting. This is generally limited to within 30 minutes of placing the order.

Do I need an account to place an order?

You don’t need to register an account to place an order but we recommend this, as you will have access to your order history and tracking information.

How Do I Track My Order?

In your accounts portal you will able to see the status of your order. You will be provided with a tracking number once the order has been shipped to track its progress.

How Can I Return a Product?

Do you have minimum order quantities?

We do not require minimum order values; you can order as little or as much as you need.


I am agency managed can I shop with you

Yes, we are able to process agency managed orders.

I am a support coordinator looking to buy on behalf of my participant can we do this?

Yes we can definitely assist you, we would need to add you to our system so that future purchases can be made. Please speak to our customer service team about the process on 03 9125 8350.

I am plan managed can I purchase through you?

Yes you can, let us know what you would like to order and we can process the invoice and send it to your plan manager prior to sending the products to you.

Can I use my NDIS consumables budget to purchase supplies?

Yes, we are a registered NDIS provider. Whether you are agency, plan or self-managed we can help you with the medical supplies you need.


Do I need to be a medical professional to purchase from HelpCo?

No, any member of the community can purchase directly from our online store.

How do I know my details are safe when I shop with you?

We use the industry standard secure server software (SSL) that encrypts all of your personal information so that it cannot be read. We do not store your credit card details. You can read more about how we keep your details secure in our Privacy Policy

Can you help me with product information?

All products have detailed descriptions to assist you. For any further advice you can phone or email our friendly customer support team between 8.30am – 5:30pm weekdays.
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