Help Center Overview

Mobility Shop Direct is an online-only store based on Clyde NSW without a physical storefront. Our products are shipped directly from our suppliers' warehouses located in NSW, VIC, and QLD, straight to your doorstep.

Our entire catalogue is available online, and we are committed to offering you the best prices, exceptional service, and a seamless shopping experience.

If you'd like to view a product in person, try searching for "[Product Name] + [Your Suburb]" on Google to find the nearest retailer.

As an online-only store, we do not currently offer hire or rental services. We recommend using Google to search for "[Product Type] for rent or hire [Your Suburb]" and contacting your nearest physical retailer.

Unfortunately, we do not offer pickup services due to health concerns, limited staffing, and logistical constraints. However, our suppliers provide fast and reliable delivery directly to your doorstep.

No, we are not registered with the NDIS. However, if you are on a Self-Managed Plan or have NDIS Plan Manager, we can provide invoices for you to claim via our NDIS Order Form.

If you need replacement parts for brands we stock in our online store, we can contact our suppliers to check availability for purchase or order.

Please email us at hello@mobilityshopdirect.com.au with the details of the parts you're looking for and your shipping address, and we'll provide you with a quote.

You can read more about our Lowest Price Guarantee here: Lowest Price Guarantee.

You can read more about our Free Shipping Policy here: Free Shipping Policy.

You can read more about our Best Returns Policy here: Best Returns Policy.

You can read more about our Warranty Policy here: Warranty Policy.

To request a quote, please complete the form on the following age https://mobilityshopdirect.com.au/pages/request-a-quote

While we are not registered with NDIS, we can still assist you. If you are on a Self-Managed NDIS Plan, we can provide you with invoices to claim on your own. Additionally, if you have an NDIS Plan Manager, they can also claim on your behalf using the invoices we provide.

To request an invoice, please fill in the following form: How to Order NDIS Products or email us at support@mobilityshopdirect.com.au.

How to order online: Find a product you'd like to buy on our website and click on the add to cart button. Then, simply follow the instructions on the checkout page. If there are any options or upgrades that you may have missed, one of our customer support representatives will contact you either by email or phone before we process your order.

How to order by phone: Call us on 1300 132 952. Our expert staff will help you select your product based on your individual requirements. We only stock the best brands and have the most competitive prices to ensure that you'll be completely satisfied with every mobilityshopdirect.com.au purchase you make. If you feel comfortable, go ahead and place your order online.

How to order by email: Send us an email at support@mobilityshopdirect.com.au and a staff member will get back to you as soon as possible with an invoice for your order. Please include the product, any options or upgrades that you might require, and your full address for delivery.

We offer a range of payment options to make your shopping experience as convenient as possible:

• Visa
• Mastercard
• American Express
• Apple Pay
• Google Pay
• Shop Pay
• UnionPay
• PayPal

If you prefer to make a direct deposit, we can also provide our bank details for a bank transfer. Simply reach out to us, and we'll be happy to assist you with the process.

Yes, you can edit your order as long as it hasn't been processed at the warehouse. Please contact our customer service team by phone as soon as possible. If the items can no longer be canceled, you will need to initiate a return once you receive them.

Yes, you can place an item on backorder, and our suppliers will ship it to you as soon as it becomes available.

To initiate a backorder, please email support@mobilityshopdirect.com.au with the following details:

• Item Required
• Name
• Delivery Address
• Phone Number
• Specific Product Details

We will then create a draft invoice for you to complete your payment.

After selecting the right product, click "Add to Cart." On the checkout page, you'll enter your delivery details, and our website will automatically search for the best rates from our wide range of couriers.

As a general guide, shipping is FREE for customers living in metro and inner regional suburbs in NSW, VIC, ACT, QLD, and SA. If you live outside these areas, a discounted shipping rate will apply.

Once your order is placed, it takes about 1-2 business days for our warehouses to securely package and ship your product.

Delivery times vary depending on your location and which warehouses your product(s) are shipped from. Here are the general delivery timeframes:

• Metro suburbs in NSW, ACT, VIC, QLD, SA: 1-4 business days
• Metro WA and rural areas of NSW, ACT, VIC, QLD, SA: 2-4 business days
• NT and rural WA: 7-12 business days

Please note that business days exclude weekends and public holidays, and large bulky products could take longer to ship.

Unfortunately, our couriers are unable to deliver to PO Box addresses. However, you have three alternative delivery options:

1. Option 1: Provide an alternative residential or business address.
2. Option 2: Ask your post office if you can use their physical address for delivery and whether they can accept a delivery on your behalf. You can add your PO Box as a 'note for receiver' like this:

Note: If you don't have their permission, they may refuse to accept the delivery.

3. Option 3: Register for a Parcel Collect address and use this address for delivery: Collect your parcel from a Post Office

After your order has been placed and processed, you will receive a confirmation email containing your order details. This email will include a tracking number and a link to our tracking page.

Simply click on the tracking number link or enter the tracking number on our tracking page.

Please note that tracking information may not be immediately available after your order is placed. It can take up to 72 hours for the tracking number to become active in our system. If you don't see any updates right away, please be patient and check back later.

We usually send all items via registered courier with tracking and signature upon delivery. This ensures your item is safe and secure from us to you.

To request ATL (Authority to leave), simply add a note when you add the item to the cart. Please note, Mobility Shop Direct is not liable for any claims for damages, lost, or stolen items if you opt for ATL.

1. Sit on a solid surface such as a dining chair.
2. Keep the fabric tape straight and tensed up over the hips.
3. Measure from the outside of the left hip to the right hip.

Click here to view a video on how to measure the widest width.

Locate the adjustment mechanism, which is typically found near the bottom of the footrest.

Turn it counterclockwise to loosen, then adjust the footrest to your desired length, and finally, turn it clockwise to tighten.

To adjust the brakes on your walker, locate the adjustment nut on your walker, which is typically found near the rear wheels.

Turning it counterclockwise will loosen the tension and allow you to adjust the positioning of the brake pad, while turning it clockwise will tighten it.

Click here to view a video demonstration on how to adjust brakes on walkers.

1. Step into your rollator until your knees touch the seat.
2. Remove the screw top, washer, and bolt.
3. Adjust the handlebar to the height of your wrist.
4. Return the bolt, washer, and screw top.
5. Tighten as much as possible to prevent wobbling.
6. Repeat the above steps on the other side.

Click here to watch a video demonstration on how to adjust the handle height of a walker.

We strive to work with the best suppliers and couriers, but in rare instances, mistakes happen.

If something is wrong with your order, please contact us ASAP at support@mobilityshopdirect.com.au with as much information, photos/videos as possible so we can get this rectified for you.

Please note that in some instances we only have a limited time to lodge insurance claims, so the sooner you contact us, the better.

Returns must be initiated within 30 days of receiving your order. Products must be in "Brand New" condition, including the original packaging and box. To initiate a return, please follow these steps:

1. Complete the form at the bottom of the Returns Policy Page.
2. Wait for RA to write on the Packing Slip and the Return Shipping Address.
3. Book the return shipping and email support@mobilityshopdirect.com.au with the tracking number.

Please note that it can take 7-14 days for the package to arrive at our warehouse, and for staff to inspect the package to ensure it is resealable as 'brand new'. If the return is approved, a refund will be processed to the original payment method.

Once we receive and process your return, you will be notified via email when the refund has been issued.

Please allow 7 business days for the refund to reflect in your account.