Have any questions? Browse our Frequently Asked Questions to find the answers to our common questions.

Are you NDIS friendly?

Yes! We are an unregistered NDIS provider. If you are approved for NDIS funding and are self-managed or plan-managed, we can arrange an invoice for you or your plan manager. Please complete our Invoice or Quote Request Form or contact us to arrange an invoice.

How do I request an invoice or quote?

If you would like a Tax Invoice or Quote for an NDIS participant, Home Care participant, or just want to pay by bank transfer, it's no problem!

Note: All purchases from our online store are automatically issued with a Tax Invoice upon purchase.

Please enter the relevant details into our Invoice or Quote Request Form or contact us to arrange and we'll have it to you within one business day.

How do I get FREE shipping?

There are two ways that we offer free shipping:
1. Free shipping is available for purchases over $199 and this is applied automatically at checkout.
2. Free local shipping is also available to Queensland postcodes 4507 and 4511. Once you put in your address details upon checkout, free delivery will then be automatically available to select.

To use your tracking number to check the progress of your delivery please visit the relevant carrier:

Australia Post - https://auspost.com.au/mypost/track/#/search

Sendle - https://try.sendle.com/en-au/tracking

You can contact us here.

My package is late/overdue, what should I do?

We're sorry to hear there has been a delay. Here's what we first suggest:

1. Please check the tracking number provided and make sure there isn’t a delay listed by the carrier (below).
2. Check that you have supplied the correct delivery address for your order and that your contact details are correct.
3. Check to see if the Courier driver or Australia Post have left an attempted delivery card. Your parcel may be awaiting collection at the local post office.
4. Also check any safe areas that the driver may have left your parcel, such as behind posts or inside the gate.

Please also note that during peak periods which includes sale periods (Easter, EOFY Sales, Black Friday, Cyber Monday, Christmas, Boxing Day and End of Year Sales) shipping companies can experience delays in delivery due to volume. We're sorry for the inconvenience that this causes and are also very disappointed when there are delays as we strive to get our products to you as quickly as we can.

5. If this doesn't work, please contact us, making note of your order or invoice number and we will look into it immediately.

Can I redirect my delivery?

Redirecting a parcel once the shipping label has been created needs to be done by you, by contacting the carrier directly. The contact information of our carriers is provided through the tracking information provided upon sending. If you have not yet received this email, it is possible that we have not yet sent the parcel and you can contact us to change the address.

Unfortunately, The Independence Shop does not have the authority to redirect a parcel once it has been collected by a Courier or sent via Australia Post.
You can contact us here.

Do you have a physical store? Can I come and look at your products?

Not just yet. At this point in time, we do not have a retail location. Our website is a one-stop shop for all things useful for staying active and independent. We've worked hard to bring the best and top-rated products around, so you can be reassured that our products are carefully considered before we stock them.

If you are local to Bribie Island, Queensland, we may be able to arrange for you to try out our products. Sometimes we attend events and can meet up to show you the products you're interested in.
You can contact us here and we can arrange an invoice.

Do you sell in bulk?

Yes! We are often able to arrange large purchases at a discounted price for establishments such as retirement homes and aged care facilities.

Where are you located?

We're an online store that is Australian owned and operated. We are based in Bongaree, Queensland.

Can't find what you're looking for?

Contact us to let us know how we can help, and we will get back to you as soon as possible. Be sure to include your order number (if relevant).

  • Australian owned and operated

    Our products are locally stocked and ready for fast shipping Australia-wide

  • FREE delivery

    We offer free delivery Australia-wide for purchases over $199
    (excludes bulky items)

    And free delivery for Queensland postcodes 4507 & 4511

  • We're here to help!

    Need some support finding the right products or putting together a gift pack? Reach out!