FAQs

1. How can I place an order?

   
   There are several ways you can order at APE. Follow this link which will give you all the options.

2. Who can order and buy from the online store?

   Anyone! Our shop is open to the general public as well as health professionals. If you are a clinician, doctor, health professional or sporting organisation, then you can register for a wholesale account and receive wholesale pricing. Please register here.

3. How can I obtain wholesale pricing?

   If you are a registered clinician or health professional, a registered sporting club or other relevant registered business you may be eligible for wholesale pricing. Please tick the appropriate box at the time of registration and once approved, you will have access to wholesale pricing. Please register here.

Wholesale customers with a current trading history with APE are welcome to apply for a 30-day trading account. Please click here and follow the prompts. Please note that your application will not be processed until it is completed in full. If you have any queries regarding your application, please email accounts@apemedical.com.au. Once your application is approved, you will be able to place future orders onto 30-day terms.

4. How much is freight?

   Shipping will be calculated based on your postcode and whether you are a retail or wholesale customer.

Metro centres

Retail customer deliveries to all Australian capital cities are freight FREE for orders over $300, otherwise $12.10 shipping applies.
Wholesale customer deliveries within the Perth metro area are freight FREE for orders over $150, otherwise $9.90 shipping applies.
Wholesale customer deliveries to the rest of Australian capital metro cities are freight FREE for orders over $300, otherwise $12.10 shipping applies. Extra charges may apply if a Bulky item has been chosen.
Regional Australia including NT and Tasmania

All retail and wholesale customer deliveries are freight FREE for orders over $300, otherwise $16.50 shipping applies. Extra charges may apply if a Bulky item has been chosen.
Bulky and oversized items may require specialised freighting and may incur an additional charge. We will not charge your credit card without prior approval if additional costs are incurred. Bulky items are tagged with this icon .

Please note that we do NOT authorise Australia Post to leave deliveries if addresses are unattended.

5. Do you offer an Express Service?

   We sure do. When choosing express, your order will be prioritised over others and put to the top of the pile for quick dispatch. Your products will be sent through the quickest service available to get to you as quick as possible. Please note that dangerous good such as aerosols cannot be sent airfreight. The express service fee is $20.

Express freighting is only possible for 3kg satchels(35cm x 40cm). The majority of single items can fit into a satchel, but if you are not sure please contact us.

Please choose this option at the time of check-out.

It is also possible to send larger items express but a specialised freight quote will be required. Please contact us.

Please note that Express Service is not a next day delivery service but an expedited dispatch and freight service that will ensure your order is processed quickly. All freight carriers are extremely over-stretched during these times, so delivery times are longer than usual.

Please note that dangerous goods such as aerosols cannot be sent by air.

6. What if I can’t find something I need?

   If this happens please just contact us. We have developed excellent sources across Australia and the world, and can source just about any product you need while still being able to offer competitive pricing.

7. If I already have an account with APE, how do I order?

   A username and password should have been sent to you. If you haven’t received one then you can either contact us or register through the website. Our new website will require you to reset your password. Please follow the “I forgot my password” at the login screen.

8. Can I pick up my order?

   Yes you can. We are located in Osborne Park in Western Australia. Please contact us to let us know that you would like to pick up and we will have it ready for you. Please note that we only accept cash or credit card at our office.
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10. I’m not really sure what I need. Can you help?

    APE is run and operated by experienced Sports Physiotherapists. We have worked in clinics and with sporting groups, amateur to elite, for over 25 years. At APE we have an intimate knowledge of our products and their application, because we’ve used them! If you’re not sure what you need contact us and we can work through what you require.

11. Do I have to order on-line?

    No you don’t. We are happy to receive orders via phone, fax or email as well. Please visit our ordering section for all details.

12. Can I return/exchange a product that I’ve purchased?

    Yes you can. If the product is returned in 14 days in exactly the same condition and in the same packaging as it was sold, then we are happy to offer exchanges or a credit. If the product is faulty or the wrong product was sent, then we will accept the costs of returns and re-delivery, otherwise these costs are your responsibility. Please refer to our Returns Policy for more details. A Returns Authorization Form must be filled out before any returns. Please contact us for more info.

We offer trial periods on more expensive capital equipment such as shockwave units so you can make sure you are making the right purchasing decision. Please note that we are unable to offer refunds on capital equipment that has then been purchased. If any unit is deemed to be defective then we will ensure a replacement is organised, however once your decision to purchase the unit is made it is final and you cannot “change your mind”.

12. Can I save my regular/recurring items for quicker ordering?

    Yes you can. All it takes is a few minutes set up time. When looking at the product you wish to put on your regular shopping list, simply click on “Add to Wishlist” . When your Wishlist is complete you can add the Wishlist to your shopping cart, where you can then edit / fine tune your order before processing.

Alternatively, you can repeat a previous order. Login to your account and view your past orders. Any completed order can be re-ordered. You can edit / fine tune your new order before processing.

13. Does APE price match to its competitors?

    Yes we do. Please just let us know.

14. When will my order be sent?

    Orders are generally dispatched within a couple of days from ordering, however there may be periods of high volume and these time frames may extend. If there are any problems with your order we will email to let you know. If you are unhappy to wait then we will offer you a full, immediate refund. Please order carefully as once you submit your order we are unable to amend or cancel your order due to change of mind.

If you need your order urgently then please choose the Express service option for items that will fit within a 3kg satchel or contact us and we will do everything we can to expedite you order.

15. Does APE offer financing for clinical equipment?

    We have a number of financial partners that we work with us and our customers to finance capital equipment. They have been helping health professionals develop and grow businesses for years. Our partners offer excellent competitive terms to finance any equipment purchase. Financing your clinical equipment has great tax benefits as well as minimising the effect to your business cash-flow. Contact us for more information.

16. Can I order if I live outside Australia?

    Yes you can. Add the products you need and go to your checkout. Above the Cart Totals you will see an International Button. Please click this and your shopping cart will be transferred into a quote, where you will be asked for your basic details including your country of origin and postcode. Hit Submit and we will then get back to you with a full quote including all freight costs for your order. Orders must be paid via direct bank transfer using the account details on the quote using the swift code- NATAAU3306P. There are a handful products that we cannot ship outside Australia but these relate more to medicines and topical agents.

17. Important information about JOBST Garments.

    Due to recent health regulation changes we have had to implement some important changes to the exchanges and replacement of JOBST garments. Please read the following to avoid disappointment.

18. Can I pay with ZIP Pay or Afterpay?

    You sure can. Choose this option at the checkout and follow the steps to charge your ZIP or Afterpay account. You can also use ZIP and Afterpay in-store if you purchase from the Rehab Shop. Ask us when you see us. We do offer Zip Pay or Afterpay to wholesale accounts, however there is a small admin fee for these payments and they can only be made over the phone or in-store. Contact us for more details. There is a maximum spend limit of $2000 if using Afterpay.

19. Important information about refunds and returns on face masks, PPE and other COVID related porducts

    We are unable to offer refunds and returns on any PPE purchased from us. This includes face masks, respirators, face shields, re-usable masks, coveralls, hand sanitizer, disinfectant wipes and sprays, protective furniture supplies. This includes Antigen Rapid testing kits. Please purchase carefully and thoughtfully to avoid disappointment.