Frequently Asked Questions (FAQ's)
1. Ordering & Accounts
Q: How do I place an order?
A: You can place an order directly through our website by adding items to your cart and proceeding to checkout. We accept all major credit cards. For assistance or bulk orders, please contact our customer service team on 1300 174 961.
Q: Do I need an account to place an order?
A: No, you can place an order as a guest. However, creating an account allows you to save your preferences, access your favourites list, and view your order history for a more streamlined shopping experience.
Q: Can I request a quote for bulk purchases?
A: Yes, we’re happy to provide quotes for bulk or specialised orders. Simply contact our customer service team with the details of your request orders@mcfarlanemedical.com.au, and we’ll get back to you with a tailored quote.
Q: Do you provide custom quotes for practice or surgery fitouts?
A: Yes, we do. Our experienced sales team average over 15 years of industry expertise & can assist you with tailored quotes for practice and surgery fitouts. We’ll work closely with you to understand your requirements and provide the most suitable solutions for your space and budget. For further information please reach out to our customer service team.
Q: Is there a minimum order value?
A: We do not enforce a minimum order value; however, certain promotions or shipping policies may have thresholds.
Q: How do I open an account with McFarlane Medical?
A: You can open an account by simply filling out our account application form.
2. Shipping & Delivery
Q: What shipping options are available?
A: We offer standard shipping across Australia. Available methods and costs are calculated at checkout based on your location. If you need urgent delivery, please leave a note in the "Comments & Delivery Instructions" section of the website during the checkout process.
Q: How long will delivery take?
A: Standard delivery typically takes 1-2 business days. Delivery times may vary based on location and stock availability. All orders will be dispatched once payment confirmation has been received. Orders will be shipped via our courier services and will be delivered between Monday to Friday 9am to 5pm excluding weekends and public holidays. Please see more information here.
Q: Can I track my order?
A: Please contact our Customer Service team for tracking details and have your order number ready so we can assist you promptly.
Q: Can I give authority to leave my order?
A: Yes, you can. If you'd like your parcel left at the delivery address without a signature, please let us know by adding a note in the "Comments & Delivery Instructions" section during checkout.
3. Payments & Pricing
Q: What payment methods do you accept?
A: We accept major credit cards like Visa, MasterCard and American Express.
Q: Are prices inclusive of GST?
A: No, all prices displayed on our website exclude GST. This will be calculated at checkout.
Q: Can I apply for a credit account?
A: Yes, eligible businesses can apply for a credit account. Please fill out our account application form.
4. Returns & Warranty
Q: What is your return policy?
A: We accept returns within 14 days of purchase for unused and unopened items. Please ensure products are in their original packaging. Please see more information here.
Q: How do I initiate a return?
A: To initiate a return, contact our customer service team with your order details. They will guide you through the return process.
Q: Do your products come with a warranty?
A: Yes, most products come with a manufacturer's warranty. Warranty periods and terms vary by product. Please refer to the product description or contact us for specific warranty information.
Q: What should I do if I receive a faulty product?
A: If you receive a defective item, please contact our customer service team.
5. Product Information
Q: How can I get more information about a product?
A: Detailed product information is available on each product page on our website. If you require further details, please contact our customer service team.
Q: Do you offer product demonstrations or samples?
A: For certain products, we may provide demonstrations or samples. Please contact your account manager to inquire about availability.
Q: Are user manuals available for your products?
A: Yes, user manuals and instructions are available for most products. These can be found on the product pages on our website.
Q: How can I request a COA (Certificate of Analysis)?
A: To request a COA, please email your request to orders@mcfarlanemedical.com.au and include relevant order or product details to help us process it quickly.
6. Contact & Support
Q: How can I contact customer service?
A: You can reach our customer service team via email at orders@mcfarlanemedical.com.au or by phone at 1300 174 961. Our operating hours are Monday to Friday 9am to 5pm.