Frequently Asked Questions

Store & Products Information

What is the store operating time?

You can shop online 24/7. If you wish to do store pickup or walk-in, you can visit us from 08:30 am to 04:30 pm (AEST) from Monday to Friday, excluding public holidays.

Can you guide me with product information?

You can find the information regarding the product on our website. For detailed queries, you can chat or email our customer care support, which is available 24/7.

Our email id is and to contact via call use 1300 005 032, 07 5564 6628

Do I need to register to make an online order?

It isn’t mandatory but we recommend you register for the easy ordering process through your account and take advantage of special deals and offers as well as take advantage of special day offers. You can find the registration link below.

If you are an NDIS participant/organization or their nominees and would like to open an account with JOYA, simply follow the steps. For steps, and information regarding the procedure Click Here

Ordering Related

Do you ship internationally?

We currently supply only in Australia.

In which areas does JOYA Medical Supplies deliver?

JOYA Medical Supplies delivers all over Australia.

Can I buy from JOYA, being a local community?

Yes you can directly purchase from JOYA, except for restricted products.

How can I place my order?

You can place orders online via
• Website • Mail • Call • Fax

Also, you are welcome for in-store order purchase or pickup.
• (NDIS Online Ordering Portal) You can also use your NDIS funding. To learn more about NDIS online ordering, Click Here

Is there a minimum order purchasing from JOYA?

We do not have minimum order values; you can order as little or as much as required.

Can I pick up my order from the storefront?

Yes, after placing an order online, you can pick up your order from the storefront after 2 to 3 hours. Kindly check your email prior to leaving for the latest update on your product purchase or give us a call if it’s an emergency.

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

Yes you can place the order, after placing your order will be queued as a backorder. We will deliver it to you as soon as it arrives

Shipping & Delivery

What are the freight charges?

As we are Gold Coast local, our freight charges for Gold Coast, Brisbane, and Tweed Heads are $11 and FREE delivery over $300 Excluding GST.

For National delivery, our freight charges are $11 and FREE delivery over $300 Excluding GST.

Freight Charge for Gold Coast area is $7.50 for order under $50 and Free Shipping in Gold Coast for order above $50.

Shipping Policy for Sydney Orders

  • This offer is valid on orders placed is paid prior to dispatch.
  • This offer is valid for orders placed before 11 a.m.
  • This offer is valid on available products.
  • This offer is valid on business days applied.
  • This offer is valid on ATL (Authority To Leave) orders.
  • This offer is only available for Sydney Metro
  • This offer is not valid for DG (Dangerous Goods).
  • If we are unable to deliver your order, you will be refunded 100% shipping ($11.00).
  • This offer is not valid for partial delivery.

What are the freight charges for heavy items?

For Bulky orders, extra shipping charges may apply. In this instance our customer service will contact you for further details.

When will I receive my order?

JOYA Medical Supplies delivers products to your door anywhere in Australia. After you place your order, the product will be dispatched on the same day before 11:00 AM (Queensland time) if it’s in stock. Delivery time may vary depending on the availability of the product.

If the product is in stock it will be delivered within 1-7 business days for the metro and 2-10 business days for regional areas.

What will happen if I'm not home when my order is delivered?

Freight provider delivers door-to-door service. If ATL is provided by you, they’d leave it at a safe place near your door, else you’ll receive a missed delivery notification for the collection of your order, which you can collect from the nearest collection center.

If I have an urgent order, how long will it take to deliver?

Yes if you reside in metropolitan areas, emergency delivery is possible, although you’d require to contact us prior to making the order via email to check the availability of the product. Additional Express delivery charges are applied.

Can I get same-day delivery?

Yes you can get same-day delivery within a 90 km radius of our warehouse. t&c apply (minimum order value $500 ex GST, $150 ex GST shipping charges, and must be a registered consumer.)

How can I track my delivery?

Yes you will get the tracking number from the courier partners after we dispatch your order.

To obtain your live tracking details you can also contact our customer service.

I have changed my mind about a product, how do I return it?

Check our return policy here.

Can I return IV solution and nutritional supply?

No, we do not accept return on these products.

Can I edit my order after being processed?

Unfortunately you cannot make any changes to your order after it is processed as we make it possible to dispatch and deliver your order quickly. Still, you can try contacting us as soon as you make the order so that we could make arrangements if possible.

Shipping charges

Please note that orders classified as either bulky or shipped to regional locations may incur additional charges. These charges are determined by our carrier services’ database and will be added to your order total later at dispatchment, regardless of the order amount. We apologize for any inconvenience this may cause.

Sales / Deals

How do I find sales on products?

If their is a product on sale we will apply discount on product price and product on our website.

How can I get freebies or offers?

We hand out freebies and exclusive offers to our subscribers only. You easily subscribe to us by mentioning your details on this link (

Can we get order samplings?

We do hand out samples for orders. We only provide sample for continence & urinary care consumables that are disposable. Some of the disposable products might not be a part of Sampling, kindly check with us before claiming.

NDIS Related

I have NDIS login credentials how do I log in?

Kindly refer to the step-by-step process for logging in with your NDIS credentials or Click Here

Can I change the login password (for NDIS online ordering)?

To change your login password for NDIS online ordering, we have provided a link below on the login page. You can click on Forgot Password. You will receive a link to create a new password via email after entering your username or email id.


What mode of payment do you accept?

For online payment, we accept card payments from Visa, MasterCard, Maestro, Amex and Discover. We also accept DBT (Direct Bank Transfer) and NDIS funding. (We avail EFTPOS in our store.) We also accept cash payment if you choose in-store purchase.

Return & Refund

Return & refund

Customer can return a product to Joya for a refund, credit or exchange (excluding shipping charges) within 7 days of the date of purchase (as shown on the Customer’s Invoice) by reason of Customer ordering error, change of mind, unsuitability or surplus to requirements. Joya may, at its sole discretion, retain a 20% restocking fee on the Purchase Price of the item or $25 (whichever is higher) if returned for these reasons.


What is the meaning of "backorder"?

A product that is currently out of stock and is expected to stock up in an estimated time is considered a backorder.

I am unable to access my account. What should I do?

If you face any problem accessing your account on our website, email us at or chat with our customer care support.

How will I get to know about the products that are on backorder from the order that I placed?

Products that are in backorder will be listed at the bottom of the invoice after placing the order. Alternatively, you can also contact our customer support team to know about your order.

what is non stock item means?

Non stock item is still purchasable through our website and we will supply once order is placed successfully.

What should I do if I receive a defective or wrong order?

Take the picture of the defective order along with the packaging and send it to us via email After verifying, we will further process your inquiry regarding the issue. We do not accept direct returns without approval from our side, so, if you have received the wrong product, the right product will be delivered to you without any extra charges.

No return policy

Liquid items and non-stock items are non-returnable.
Items such as compression stockings, washable underwear,
braces & support consumables, undergarments and etc. are non-returnable.

How to give Feedback or
Raise Complaint

You can give via email or
can do it by fill form online Click here
We’re Here to Help ! Contact us

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