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Questions and Answers
1. How can I order online?
Option 1. - Credit card purchases. Orders may be placed and payment made with your Visa and Mastercard at any time, without the need to log in. Just place required items in your cart and go to Checkout.
Option 2. - For existing Web Account Holders. Login with your username and password (Online ordering->User login), 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 charged to your account. For more details, please phone our office during working hours on (08) 9381 4199.
How to start shopping
Type a part or a full name of a product that you are after in the product search box top of the page and press Enter. Once a list of items appears click on the Add to cart button located next to a desired item. This will place your selection in your cart.
Once all desired items are in the cart click on the cart icon, located at the top right corner, then click on the CHECKOUT button and follow instructions on the screen.
To delete an item from the cart tick the select box next to it, then click on the DELETE button 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.
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 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 .
3. Shipping Prices
Freight costs will depend on the items in your cart and the post code to where the goods will be shipped. Customers within post codes deemed to be in the metropolitan area of your main city will receive freight free delivery for orders over $250 (ex GST), or a $10 plus GST freight fee for orders under $250.00 (ex GST). This excludes the Northern Territory and Tasmania.
Delivery outside of these metropolitan post codes will be charged based on the post code and order size.
To find out the freight cost, add items to the cart, enter your delivery details on the checkout page (including the post code) and click on the shipping costs button.
We do not deliver to PO Boxes or Parcel Lockers.
4. 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.
5. 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.
6. 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 4:30pm (Western Standard Time). Alternatively you can email, fax or visit us at 46 King Edward Road, Osborne Park, WA, 6017.
7. 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.
8. 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 at the top corner of every page. The search is suggestive, which means that we will offer you search phrases as you type. Click on the search word that is offered and then press Enter on your keyboard to initiate the search.
If you elect to search by product code or any part of the product code just type it and press Enter on your keyboard to initiate the search.
9. 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 stocked items we will endeavour to source it for you or recommend an appropriate replacement.
10. Pricing and GST
All web site prices are in Australian dollars and will show GST exclusive and GST inclusive price for each product. Please note that our online prices are discounted, so if you wish to visit our showroom there is a small price premium.
12. How to lodge a complaint?
Surgical House is committed to ensuring that all our clients and their families/carers are free to lodge grievances, to have them dealt with promptly, fairly and without fear of adverse consequences, and to have those grievances resolved if possible.
All complaints will be dealt with in ways which respect your privacy and in accordance with our ‘Feedback and Complaints Resolution’, ‘Privacy and Confidentiality’ Policies. Copies of these policies can be made available on request.
You can express or lodge a complaint or concern using any of the following methods:
- Complete the online feedback form on our web site.
- Email your complint to: surgical@surgicalhouse.com.au
- Complete the written complaint form and post to Surgical House, PO BOX 1537, Osborne Park DC, WA 6916, Australia
If you are not happy with the service you have received and wish to make a further complaint, you may contact the Business Development Manager on 08 9381 4199.
If you are not happy with the resolution provided by the Business Development Manager and wish to seek further clarification, please direct your concerns to our Managing Director on 08 9381 4199.
If we cannot resolve the complaint to your satisfaction, you can contact an independent agency including the NDIS Commission and Health and Disability Complaints Office who will offer further support to resolve your complaint. To lodge a complaint with either goverment agency mentioned above click on an appropriate button provided on this page.
Contact NDIS Commission Contact Disability Complaints Office
13. Which web browser shall I use?
The site is compatible with all major browsers, however we recommend using Firefox for the best results.
You can download any of the supported browsers by using links below: