At Prime Physio Essentials, we believe shipping should never be a barrier to getting the equipment your clinic or rehab facility needs. That's why we subsidise a large portion of freight costs to keep delivery fair, transparent, and competitive.
Freight costs are calculated in real time based on your delivery location and order weight. You can check your exact freight cost before purchasing directly on any product page or in your cart - simply enter your postcode to receive an accurate delivery estimate based on your order.
When Custom Freight Pricing May Apply
While our live freight pricing covers the majority of orders, certain orders require custom freight assessment due to carrier-imposed surcharges or delivery requirements.
Custom freight pricing may apply in cases including but not limited to:
- Remote or limited-access delivery locations
- Multi-unit bulk commercial orders
- Palletised freight requirements
- Oversized, overweight, or unusually configured products and shipments
- Large quantities of the same product, for example 4 or more treatment tables
- Commercial premises requiring tail-lift or special access handling
If your order falls into one of the above categories, our team will review it prior to dispatch and contact you if a freight adjustment is necessary. No order will proceed with revised freight costs without your approval. You may choose to proceed, arrange your own freight, or cancel the order for a full refund prior to dispatch.
If you would like complete certainty before placing your order, we encourage you to request a freight confirmation or formal quote. Our team will provide an accurate shipping total before you commit to purchase.
Commercial & Bulk Orders
For larger commercial fit-outs or bulk purchases, we strongly recommend requesting a formal quote prior to checkout so we can provide:
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Accurate freight pricing
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Lead times
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Delivery coordination
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Assembly requirements where applicable
Quoted freight pricing may differ from standard retail flat rates depending on volume, pallet configuration, access conditions, and carrier requirements.
Why Our Policy Is Fair
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We do not inflate carrier pricing.
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We review freight conditions before dispatch.
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You always retain the option to proceed, arrange your own freight, or cancel.
Our goal is transparency and fairness, not surprise costs.
Order Confirmation
As soon as you place your order you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorised your credit card for the purchase.
As soon as we receive your order we automatically check to confirm that your order is in stock and available for immediate shipment. If your item is on back-order or unavailable we will void the pre-authorisation and reach out to you via e-mail to see if alternate arrangements can be made.
If your item(s) are available for immediate shipment (within 5 business days) we will process the charges and get to work preparing your order for shipment.
Order Shipment
If your order is in stock and payment is processed, it will ship within 1–4 business days from the date of your order.
We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive shipping confirmation from us within four business days of your order feel free to follow up with us at sales@primephysioessentials.com.au.
Orders Containing Multiple Items
Orders containing products from more than one supplier or product category may be dispatched from separate locations and are likely to arrive at different times. Each shipment will be accompanied by its own tracking information. This is normal and does not indicate a problem with your order. If you have not received all items within the expected timeframe, please contact us and we will follow up with the relevant supplier on your behalf.
Made to Order Products Shipment
Certain products are manufactured or configured to order and are not held in ready stock. These include electric treatment tables and electric parallel bars. For these products, please allow 2 to 4 weeks from the date of order confirmation for dispatch, depending on the supplier's current production schedule.
Made-to-order lead times will be confirmed at the time of order where applicable. If you require a specific delivery date for a made-to-order product, please contact us before placing your order and we will advise on feasibility.
PO Box Deliveries
We are unable to deliver bulky items, including treatment tables, rehabilitation equipment, parallel bars, and large fitness equipment — to PO Boxes. These items require a physical street address with appropriate access for freight delivery. Smaller accessory items may be deliverable to a PO Box at our discretion — please contact us to confirm prior to ordering.
Delivery of Bulky Items - Kerbside Service
Standard freight delivery for all bulky items — including treatment tables, rehabilitation equipment, parallel bars, and large fitness equipment — is made to the kerbside or ground floor entrance of the nominated delivery address. This service does not include unpacking, placement within the premises, or removal of packaging materials.
We recommend arranging a minimum of two persons to assist with receipt of bulky deliveries, as packed items may weigh 70kg or more.
If your clinic or facility requires delivery to a specific room, positioning assistance, or packaging removal, a premium delivery service may be available in selected locations. Please contact us prior to placing your order so we can assess availability and provide a quote. Additional charges apply for premium delivery.
Customers are responsible for disclosing any access restrictions at their delivery address — including restricted parking, stairs, narrow corridors, low ceilings, loading dock requirements, or building access limitations — prior to dispatch. Any additional carrier charges resulting from undisclosed access conditions are the responsibility of the customer.
Redelivery
Many bulky item deliveries require a signature upon receipt. If no one is available to accept delivery at the nominated address, the carrier will leave a delivery attempt notice and redelivery will be required. Redelivery fees charged by the carrier are the responsibility of the customer.
To avoid redelivery charges, we recommend arranging delivery to a staffed address such as your clinic or workplace, or contacting the carrier directly to arrange an alternative delivery time once your consignment note number has been provided.
International Orders
Please be aware that our products are made specifically for the Australian market. This means that they require a 240V electrical system to function correctly.
Our products have generally not been certified for use with other countries electrical safety standards but all of our products are certified to Australian standards.
We will happily ship our fantastic products to international customers. Due to the extremely wide variety of product dimensions we will provide an up to date shipping price quote for you on request.
If you are happy with our shipping quote we will prepare an order and payment though our ultra secure online payment gateway.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery or do not agree to accept the delivery.
If you do accept delivery you are required to immediately take photos using your smart phone or camera of the damaged packaging or products inside the packaging.
If your item(s) do arrived damaged please send photos to sales@primephysioessentials.com.au, then visit our Returns page and lodge your return claim online.