Trugrade Medical Supplies Business Portal

*On the product page Large or Oversize items are clearly tagged. All other items if not tagged considered Normal Size for shipping.

See the full policy details below:

Trugrade Medical Supplies ("we", "our", "us")

Trugrade Medical Supplies is committed to providing fast, reliable and transparent delivery options across Australia. This Shipping & Delivery Policy explains how orders are processed, shipped and delivered, including delivery fees, item classifications and customer responsibilities.

1. Order Processing & Delivery

• Orders are dispatched once payment is received in full, unless a pre-approved account has been established on your behalf by Trugrade Medical Supplies.
• Standard orders received before 12:00 on business days (Monday to Friday - EXCEPT Public holidays) are processed within the same day and dispatched with the below delivery timeframe:
  • Next day in the Perth and Adelaide metro areas
  • Within 3 days for rest of Australia, EXCEPT for Darwin, Hobart and remote regional Australia
  • Within 7 days for Darwin, Hobart and remote regional Australia

For urgent orders, please contact us before purchasing at sales@trugrademedical.com.au or (08) 9455 7834.

2. Item Size Categories

Most products are considered as Normal Size and attract standard shipping fees.

Some products have special size classifications that affect delivery options and fees. These tags appear above the “Add to Cart” button on our website. For phone, email or walk-in orders, our team will advise customers if items fall under the categories below.

2.1 Large Size Items

Large Size items are products that have larger physical dimensions, regardless of their weight. These items require additional handling and therefore incur a $29.70 Large Size delivery fee.

Large Size items are clearly marked with a “Large Size” tag above the Add to Cart button.

For phone, email or walk-in orders, our team will notify customers if an item is classified as Large Size.

2.2 Oversize Items

Oversize items are products that are not economical to ship and therefore cannot be shipped using standard delivery services.

Customers must choose either Store Pickup or request a custom shipping quote.

Oversize items are clearly marked with an “Oversize” tag above the Add to Cart button.

For phone, email or walk-in orders, our team will notify customers if an item is classified as Oversize.

3. Standard Delivery – No Large or Oversize Items in Cart

If your order contains only standard items, the following applies:

3.1 Delivery Fees

Region, Standard Delivery Fee, and Free Delivery Threshold

• WA, SA, VIC, ACT, NSW, QLD → $12.65
• NT, TAS → $22.00

4. Orders Containing Large Size Items

When the cart includes at least one Large Size item, the following applies:

4.1 Delivery Fees

The Large Size delivery fee for your region will apply, as detailed in the table below.

• WA, SA, VIC, ACT, NSW, QLD → $29.70
• NT, TAS → $49.50

4.2 Free Shipping Exclusion

Orders over $399 do NOT qualify for free shipping if a Large Size item is in the cart. Only the Large Size fee based on the region applies.

4.3 Free Shipping for Large Size Orders Over $599

If the cart contains at least one Large Size item and the total order value exceeds $599:

• The $29.70 Large Size fee is waived.
• Delivery is free.

5. Orders Containing Oversize Items

• Oversize items cannot be shipped via the standard delivery network.
• Customers must choose:
  • Store Pickup, or
  • Custom Freight Quote

6. Same-Day Delivery (Perth and Adelaide Metro Only)

Same-day delivery is available Monday–Friday EXCEPT public holidays for orders placed before 12:00pm, subject to stock availability and eligible delivery suburb postcodes, limited to Perth and Adelaide metro.

A $49.50 same-day delivery fee applies per order.

Same-day delivery is only available for products that qualify for same-day dispatch. Please contact us to confirm suburb eligibility and product availability before placing your order.

7. Packaging & Sustainability

We may reuse cartons and packing materials to minimise waste. Packaging may differ from the product ordered, but all items are packed securely to ensure protection and safe transit.

8. Notice of Damage, Wrong Delivery or Non Delivery

Customers must carefully inspect all deliveries upon arrival. You must notify us within 2 business days if:

• Items arrive damaged
• Incorrect items are delivered
• Items are missing from the order
• There is a discrepancy between the items received and the tax invoice

Claims made outside this 2-business-day timeframe may not be accepted, as we are unable to verify courier-related damage or delivery errors after this period. (This does not limit your rights under the Australian Consumer Law for faulty goods.)

*Click here to read our Returns & Refunds Policy.

10. Refused Deliveries

If a delivery is refused without valid reason, we may charge a redelivery fee.

11. Order Cancellation

To cancel an order that has not yet been processed, contact us immediately. If the order has already been dispatched or delivered, our Returns & Credits Policy applies.