Frequently asked questions
1. How do I order online?
Our website offers two options for ordering our products onlne:
Option 1. - Existing Surgical House Account Holders
Simply login with your username and password at the top of this page, and then you can start shopping right away.
Don't have a Username and Password yet?
We can provide existing Surgical House account holders with a username and password so you can login to our website to place orders. All your orders are simply charged to your account.
For more details, please phone our office during working hours on (08) 9381 4199.
Option 2. - Credit card purchases
Orders may be placed and payment made with your Visa and Mastercard at any time, without the need to log in.
How to start shopping
Type a part or a full name of a product that you are after in the product search box (right hand side below quick links) and hit Enter. Once list of items appear click on the Add to cart button located next to a desired item. This will place it in your cart.
Once all desired items are in the cart click on the link View your cart, located below Quick links, then click on the checkout button and follow instructions on the screen.
To delete an item from the cart tick delete box next to it, then click on the trash bin at the bottom of the screen.
2. How do I pay for my goods?
If you have an existing account with Surgical House, you will be sent an invoice with your goods and a monthly statement. All invoices are due within 30 days and can be paid via EFT, credit card, cheque, money order or cash.
If you do not have an account with Surgical House you are required to pay for your order when you place it. We accept any VISA and MasterCard online. Please fill in your card details as required once you have finalised your order. Credit card details are not kept on file in our system. They are transferred directly to our bank at the moment you confirm your order, via secure payment gateway, so these will need to be entered each time you purchase from the Surgical House website. For more information on how we handle confidential information, please read our Privacy statement.
If the credit card gets rejected by our payment gateway you can save the order and we will give you a call to process the payment manually. Please note that no credit card details are saved in our system so our customer service people will ask for credit card details in order to process the order. If you have any suspicions about the call please do not disclose your credit card details. Collect the name of the person you have talked to, find our phone number from internet or yellow pages, call us and ask for the person by name.
3. When will I receive my goods?
All orders are despatched from our warehouse within 24 hours of receipt. This means your order should arrive within 2-5 working days. If this is not the case, please contact Surgical House as soon as possible and we will track your order through our courier service.
If you have elected to collect your goods from Surgical House please note the following:
(i) Orders received before 3pm WST will be available for collection after 10am the folowing business day.
(ii) Orders received after 3pm WST will be available for collection on the second business day after the order is received.
4. How much do I have to pay for delivery?
Delivery fees are as follows as a general guide:
| Shipping area | Post code | Standard delivery fee inc GST |
Same day delivery fee inc GST |
Notes |
| Eastern States | 1 - 5999 | $27.50 | N/A | Airbag 1,3,5 kg or per carton. |
| Eastern States - Others | 7000 - 9999 | $27.50 | N/A | Airbag 1,3,5 kg or per carton. |
| Perth Metro | 6209 - 6210 | $11.00 | N/A | For orders over $250 delivery is free of charge for Perth Metro area regardless of the number of cartons. Standard delivery fee applies for orders $250 or less and up to 5 cartons and then $5.50 per carton thereafter. |
| Perth Metro | 6000 - 6043 | $11.00 | N/A | For orders over $250 delivery is free of charge for Perth Metro area regardless of the number of cartons. Standard delivery fee applies for orders $250 or less and up to 5 cartons and then $5.50 per carton thereafter. |
| Perth Metro | 6045 - 6207 | $11.00 | N/A | For orders over $250 delivery is free of charge for Perth Metro area regardless of the number of cartons. Standard delivery fee applies for orders $250 or less and up to 5 cartons and then $5.50 per carton thereafter. |
| WA Country | 6211 - 6536 | $22.00 | N/A | For each multiple of 5 cartons. ( 1-5 ctns $22, 6-10 ctns $44, 11-15 ctns $66 etc.) |
| WA Country - Chidlow | 6556 - 6556 | $22.00 | N/A | For each multiple of 5 cartons. ( 1-5 ctns $22, 6-10 ctns $44, 11-15 ctns $66 etc.) |
| WA Country - Lancelin | 6044 - 6044 | $22.00 | N/A | For each multiple of 5 cartons. ( 1-5 ctns $22, 6-10 ctns $44, 11-15 ctns $66 etc.) |
| WA Country - Pinjarra | 6208 - 6208 | $22.00 | N/A | For each multiple of 5 cartons. ( 1-5 ctns $22, 6-10 ctns $44, 11-15 ctns $66 etc.) |
| WA Country - Toodyay | 6566 - 6566 | $22.00 | N/A | For each multiple of 5 cartons. ( 1-5 ctns $22, 6-10 ctns $44, 11-15 ctns $66 etc.) |
| WA Remote | 6537 - 6555 | $27.50 | N/A | For 1-5 cartons. For more then 5 cartons an estimate for delivery will be provided and must be approved prior to the goods being sent. |
| WA Remote | 6557 - 6565 | $27.50 | N/A | For 1-5 cartons. For more then 5 cartons an estimate for delivery will be provided and must be approved prior to the goods being sent. |
| WA Remote | 6567 - 6799 | $27.50 | N/A | For 1-5 cartons. For more then 5 cartons an estimate for delivery will be provided and must be approved prior to the goods being sent. |
| International | A quote for delivery will be provided and must be approved in writing prior to the goods being shipped. | |||
One carton is a box maximum 70 cm long, 40 cm wide, 40 cm deep and weighs less than 25 kg.
PLEASE NOTE: if shipping costs exceed our Standard Delivery Charges we will provide you with an estimate of your delivery expense which must be approved prior to sending the goods. This will apply to all areas.
5. How do I return my goods?
Due to the medical nature of many of our products we have implemented some guidelines for you to consider when you want to return your goods.
- Applications for credit or exchange must be received within 7 days of invoice date
- All credits must be approved before the goods are returned to Surgical House. To obtain prior approval please call our Customer Service on (08) 9381 4199 or email us at surgical@surgicalhouse.com.au.
- A copy of the invoice must be provided
- Goods incorrectly ordered by customers may be exchanged for the correct item where the product is a standard stock item
- Special order items will not be accepted for return, credit or exchange
- We will give you a credit or exchange the item if incorrect goods were supplied in error by Surgical House
- We will give you a credit or exchange the item if the incorrect quantity of goods were supplied in error by Surgical House
- Sterile goods will not be accepted for credit or exchange
- Nutritional Feeds will not be accepted for credit or exchange
- Incontinence products will not be accepted for credit or exchange if opened or in a non-resalable condition. Please contact Surgical House as soon as possible if you have ordered the incorrect product.
- Expired stock will not be accepted for credit or exchange or items with expiry dates that are outside our QA guidelines
- Goods must be received back in original condition with packaging intact and in a re-saleable condition.
- Goods supplied in error by Surgical House will be returned to us at our expense.
- Goods incorrectly ordered by the customer must be returned to Surgical House at the customer's expense. A delivery fee will be charged for the re-supply of the correct goods.
To apply for a credit or exchange of goods, please call our Customer Service on (08) 9381 4199 or email us at surgical@surgicalhouse.com.
6. How do I open an account with Surgical House?
Surgical House offers accounts to Businesses and ABN holders. Simply contact one of our friendly Customer Service Representatives on (08) 9381 4199 to set up your account. (Conditions apply). All account holders are eligible to order online and will be allocated a unique username and login upon request.
7. How do I get help regarding products or any other matters related to Surgical House?
For any queries please phone Surgical House directly on (08) 9381 4199 between 8:30 am and 5pm (Western Standard Time). Alternatively you can email, fax or visit us at 46 King Edward Road, Osborne Park, WA, 6017.
8. What is a backorder?
For reasons beyond our control, we will occasionally run out of stock on certain product lines. When this situation occurs the quantities of products in question will be placed on backorder and delivered as soon as the stock arrives. This will also be the case for any special order products that you require. In this situation the freight is charged only for the first shipment, all subsequent shipments are delivered free of charge.
9. How do I search for a product?
To search for a product type in a keyword, product code or description in the Product search box located in the lower right hand corner of the home page. This will bring up a list of relevant products for you to peruse. You can also use the Adv Product Search link which enables you to refine your search results using product categories.
10. Cannot find products in our online catalogue?
As Surgical House carry over 7,000 product lines it is not always possible for us to list every item on our website. If there is a product you cannot find on our website please call one of our friendly Customer Service Representatives on (08) 9381 4199. If the product you require is not one of our regular product lines we will endeavour to source it for you or recommend an appropriate replacement.
11. Pricing and GST
All prices on our site are in Australian dollars and include GST if applicable. To see GST exclusive prices click on more information about a product.
12.Wock Clogs Shoe Size Conversion Chart
Wock Clogs Shoe Size Conversion Chart
13. Which web browser shall i use?
The site is compatible with all mayor browsers. However we recomend using Firefox for the best results.
You can download any of the suported browsers by using links below: