Orders can be arranged as a drop-shipment directly to a nominated address for the patient. For order requests placed through orders@bauerfeind.com.au, please specify that the order is to be arranged as a drop-shipment, and include relevant details in

<p id="isPasted" style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">Orders can be arranged as a drop-shipment directly to a nominated address for the patient. For order requests placed through <a href="mailto:orders@bauerfeind.com.au">orders@bauerfeind.com.au</a>, please specify that the order is to be arranged as a drop-shipment, and include relevant details including the patient name, address, and contact information. For orders placed via the business portal, there is the opportunity to specify drop-shipment requests during the checkout process by including the patient&#x2019;s nominated address in step 2 for delivery details. In Step 5, additional details for a drop-shipment request can also be added under &#x2018;Add Notes About Your Order&#x2019;.</span></p><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">All drop-shipment packages to a patient will not include official documentation, such as copies of invoices.&#xA0;</span></p>

Can I arrange for an order to be shipped to a patient directly?

Bauerfeind offer both standard and express shipping options for all wholesale orders within Australia, and all orders placed prior to 2:00 PM are subjected to same-day dispatch through Bauerfeind's main courier services, including:. The table below p

<p id="isPasted" style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">Bauerfeind offer both standard and express shipping options for all wholesale orders within Australia, and all orders placed prior to 2:00 PM are subjected to same-day dispatch through Bauerfeind&apos;s main courier services, including:</span></p><ul><li style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 1.5; font-size: 14px; font-family: Tahoma, Geneva, sans-serif; text-align: justify;">Australia Post</li><li style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 1.5; font-size: 14px; font-family: Tahoma, Geneva, sans-serif; text-align: justify;">StarTrack</li><li style="margin-top: 0cm; margin-right: 0cm; margin-bottom: 8pt; line-height: 1.5; font-size: 14px; font-family: Tahoma, Geneva, sans-serif; text-align: justify;">DHL</li></ul><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">The table below provides the costs associated with the shipping option for each courier service, as well as expected turnaround times for product delivery.&#xA0;</span></p><table style="width: 100%;"><tbody><tr><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;"><strong>Shipping Option</strong></span></div></td><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;"><strong>Cost (AUD)</strong></span></div></td><td style="width: 33.3333%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;"><strong>Expected Delivery</strong></span></div></td></tr><tr><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">AusPost Standard&#xA0;</span></div></td><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">$9.00</span></div></td><td style="width: 33.3333%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">3-5 business days</span></div></td></tr><tr><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">AusPost and StarTrack Express</span></div></td><td style="width: 33.2852%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">$12.00</span></div></td><td style="width: 33.3333%;"><div style="text-align: justify; line-height: 1.5;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">1-2 business days</span></div></td></tr><tr><td style="width: 33.2852%;">DHL Express</td><td style="width: 33.2852%;">$35.00</td><td style="width: 33.3333%;">1 business day</td></tr></tbody></table><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;"><br></span></p><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">For orders placed through the business portal, the option is available during checkout to select your preferred shipping option. For orders placed through an account manager or via <a href="mailto:orders@bauerfeind.com.au,">orders@bauerfeind.com.au,</a>&#xA0;please ensure that you specify your nominated shipping option.&#xA0;</span></p><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">Orders placed before 2:00 PM are subjected to same-day dispatch irrespective of the shipping option selected.</span></p><p style="margin: 0cm 0cm 8pt; line-height: 1.5; font-size: 15px; font-family: Calibri, sans-serif; text-align: justify;"><span style="font-family: Tahoma, Geneva, sans-serif; font-size: 14px;">All orders placed from New Zealand are authorised and dispatched from our Sydney warehouse under expedited DHL Express shipping that incurs a flat-rate of<strong>&#xA0;$19.95 NZD</strong> irrespective of the value and size of the order. Shipping via DHL Express incurs a turnover time of approximately 4-7 business days to New Zealand, depending upon customs clearance processes.&#xA0;</span></p>

What shipping options are available for orders?

Get in touch with a Bauerfeind account manager for any customer service inquiries and requests.

Bauerfeind

Bauerfeind Business Partner Support Centre

Shipping and Delivery

How do I place an order for a patient?

Can an urgent order request be processed if I am on a credit hold?

I have been informed that my product is on backorder. When can I expect it to arrive?

How do I arrange a special order?

Can I place an order for a product that is not appearing on the business portal?

Can I purchase an individual part for a product?

Can I modify an order?

Are additional discounts available for orders?

Order Inquiries and Placement

What is the process for the payment of orders?

What payment methods are available to settle invoices?

What are the payment terms for Bauerfeind invoices?

Why is my business account on a credit hold?

Invoices, Payments, and Billing

What is your return policy?

What is my timeframe for initiating a return?

What happens if the item is the wrong size?

What happens if the item does not meet the return conditions?

What happens if the item is faulty or defective?

Are there products that cannot be returned?

Can an item be returned if it has been worn?

Can I amend my return once it’s been submitted?

Can I return compression sock/stockings or insoles?

Can I return a custom or special-order product?

Can a patient return their item directly to Bauerfeind?

Should I keep the packaging?

How do I initiate a return?

How long does it take to process a return?

Do I need to pay for return shipping?

Partners Return Policy

Does Bauerfeind offer product demonstrations for clinics?

Can I trial a product on a patient prior to purchasing?

Demonstrations and Trials

Does Bauerfeind offer customised product solutions?

How do I arrange a custom-made brace or orthosis solution?

What is the process for arrange a custom compression garment?

What is the payment process for a custom-made product?

What is the time frame for a custom product to be manufactured and delivered?

Whom should I contact to address concerns about a custom-made product?

Product Customisations

How do I establish a business account?

How do I access the business portal?

How do I reset my password for the business portal?

Account Management and Assistance

Does Bauerfeind offer product fitment services?

Partnership Programs and Services

Circumference measurements border between standard sizes. What is the most ideal solution?

The patient’s measurements exceed the maximum standard sizes offered. What solutions are available?

What is the compression level of Bauerfeind supports and braces?

Are individual spare parts available for products?

Are there specific care requirements for Bauerfeind products?

Product Service and Information