Shipping Policy

Order Dispatch and Payment

All orders are shipped from our warehouse located in Keysborough, VIC (or Ability Store at Adelaide, South Australia).

Payment is required before dispatch. We will send an invoice if your order is placed without payment.
An order will be dispatched once full payment is received and all items are available.
Please note that non-stock, out-of-stock, or products requiring manufacturing may impact the dispatch timeframe.

Domestic Delivery Timeframes & Instructions

Orders are dispatched by our team during business hours.

All orders are sent via Standard Australia Post unless otherwise arranged.
Delivery timeframes are dependent on the courier service and your location. For the latest estimates, please check the Australia Post website.
Urgent Orders: If you require your order urgently or by a specific date, please contact us immediately so we can discuss express options.

Tracking Your Order

Authority to Leave (ATL) & Delivery Instructions

All orders have the default delivery instruction 'Authority to Leave' (ATL).
Please note: ATL is at the discretion of the courier driver; they will only leave the parcel if they deem the location safe.
If you do not want Australia Post to leave your order unattended, you must provide clear instructions in the notes field when placing your online order.
If the courier deems the location unsafe, the parcel will be taken to the local Post Office for collection.

Once your order is packed and leaves our warehouse, we will send an email to the address provided with your Australia Post tracking number.
Multiple Parcels: Your order may be sent in multiple parcels (due to size or weight restrictions). Please use the tracking link to check the status of each parcel, as they may arrive on different days.

Any orders received back to ABILITY STORE PTY LTD (or any division of) deemed a 'Return to Sender' will incur a return to sender fee, which will be deducted from any applicable credit or refund.

Return to Sender

Once a parcel has left our premise, the delivery process is managed by the Courier Service.

If your parcel is delayed: We recommend reaching out to Australia Post directly first, as this is often the fastest resolution.
Alternatively, you are welcome to contact our team via our Contact Us page. Please be sure to include your order number and confirm your shipping address so we can follow up with the courier on your behalf.
Ability Store PTY LTD is not responsible for: Delays in shipping, damages in transit, packages not received, or arrival at the wrong location due to an incorrect delivery address.

Undelivered or Delayed Orders

International Shipping (Outside Australia)

We ship worldwide, but please note that international shipping is limited to reusable products only.

We are unable to ship the following product categories to international customers (outside Australia):

Disposable products
Nutritional products
Urology products
Wound Care products

If you are unsure whether a product is eligible for overseas shipping, please contact us for clarification:

Phone: +61-480-658-190

Email: support@abilitystore.com.au