FAQ

Yes, Topcat Healthcare is a registered NDIS provider, offering a comprehensive range of incontinence products designed for NDIS participants. We strictly adhere to the NDIS Code of Conduct and are overseen by the NDIS Quality and Safeguards Commission, ensuring we meet the highest standards of service and care for our customers.

Yes, Topcat Healthcare is a registered NDIS provider offering a wide range of incontinence products tailored for NDIS participants.

Here's how you can order using your NDIS plan:

1. Select products suited to your needs and add them to your cart.
2. At checkout, choose the NDIS payment option and enter your details.
3. Complete your order, and we'll ship your items after payment approval.

Should you need further help with your NDIS order, our team can assist in placing your order manually by emailing us at orders@topcathealthcare.com.au

Please note we adhere to the NDIS Code of Conduct and are regulated by the NDIS Quality and Safeguards Commission.

When selecting the NDIS payment option at checkout, please provide:

For Self-managed

Complete checkout as instructed 

For Plan Managed Participants 

• Your Full name
• Your best contact number/email address
• You NDIS number
• Your Plan manager's email for invoicing

For NDIA Managed Participants

• Your Full name as written on your NDIS plan
• Your best contact number/email address
• Your date of birth 

You will also need to agree to our service agreement terms and conditions page upon completing your order at checkout. 

After placing your order, our Topcat team will verify your details. Once approved, our warehouse will prepare and dispatch your items.

All Orders are required to be paid prior to shipment.

For NDIS participants or Age Care recipients with recurring orders in place with Topcat Healthcare for a 12 month period or more, these orders will be dispatched on their designated dates as per the agreement in place, which may be prior to payment.

We're committed to providing exceptional service. If you need to return a product, please note our 30-day return policy from the delivery date.

Return Guidelines:

• Products must be unopened and in original condition. Broken tamper seals mean
  no returns.
• Items should be stock products, not special orders.
• For faulty items, provide a photo for assessment.
• Returns must be made within 30 days of delivery.
• A 25% restocking fee applies.

For returns, first contact: customercare@topcathealthcare.com.au. Unsolicited returns won't be accepted.

Special order items like Continence Underwear, Clothing, and Swimwear, tailored as per instructions, are non-refundable. Choose wisely.

Certainly. If your order hasn't been dispatched yet, simply email us at customercare@topcathealthcare.com.au with your order number and the changes you'd like to make.

For most items, we offer prompt delivery within 24-48 hours for paid orders, although please note this is subject to stock availability from our distributors. In cases of urgency, Topcat may, at its discretion, dispatch orders prior to payment.

For custom-made items like continence underwear and other non-returnable washable products, please allow 7-10 days for delivery due to the bespoke nature of these orders.

For recurring orders, rest assured there's no delay waiting for payment processing. Your items will be dispatched on the pre-arranged date for consistent and timely delivery.

Please be aware that all delivery times are estimates and may vary due to factors beyond our control.