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Our Customer Service, Policies, Orders and Returns Information

 

Here you can find all the information you need to understand how you can get in touch with us, how we operate, and our policies.

Click on one of the below links to go directly to the section:

  CONTACT US                       ORDERING                          SIZING INFORMATION          ORDER STATUS & HISTORY  

  SHIPPING & DELIVER         RETURNS                             EXCHANGES                           MONEYBACK GUARANTEE   

  QUANTITY DISCOUNTS     PRODUCT WARRANTY     PRIVACY & SECURITY

 

 

Contact Us

Email: sales@drcomfort.com.au
Phone:1300 66 77 30
Hours Available: Monday - Friday 8.30 - 5.00

 

Ordering

How to Place an Order

Every product listed on our website has an "Add to Cart" button located on the product detail page. Click the button to have it added to your shopping cart and proceed directly to a list of all items in your shopping cart. You can choose to continue shopping, update the quantity of product you wish to order, or proceed to the checkout page where you can provide billing/shipping information and complete your purchase.
All taxes and shipping charges will be provided during checkout prior to purchase.

Backordered Items

Drcomfort.com.au strives to maintain high inventory levels to satisfy all customer orders. Sometimes, however, demand can exceed supply, and a product will be listed as “Backordered.” Backordered products will be shipped as soon as possible, and may go out separately from the rest of your order depending on the estimated arrival of new inventory.

If your order ships separately you will not be billed additional shipping and handling for this second shipment.

Discounts and Promotions

Drcomfort.com.au will periodically offer special discounts and promotions to our loyal customers. To take advantage of these promotions simply enter the Coupon Code that accompanies the offer into your shopping cart or during checkout prior to payment. Some discounts will be shown immediately from your shopping cart and throughout the website and special discounts such as shipping promotions will be calculated during checkout prior to payment. Please be aware some promotions are only available on purchases made online.

Check Order Status

Simply provide your account number or email address and billing post code and we can track your order. Order statuses and shipments are typically updated within 24 hours.

Payment Methods

Drcomfort.com.au accepts Visa and MasterCard.
You can order items via the following methods:

  • Web site: http://www.Drcomfort.com.au
  • Phone: 1300 66 77 30, then select option ‘4’

Please be aware some promotions are only available on purchases made online. 

We do not accept checks or cash when receiving orders placed by phone or on our website.

Secure Transactions

Drcomfort.com.au is a VeriSign Secured site. All information sent to us is sent over a secure server where personal data is encrypted, protecting against disclosure to third parties.

Drcomfort.com.au takes online security very seriously. Our website uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure webpage to a secure application on our server.

Credit card numbers are securely encrypted and stored on our secure database servers until the order has been processed in our main data environment.

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Sizing Information

To find the appropriate sizing go to the product page for the item you are interested in ordering and select the Size Chart tab.

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Order Status & History

You can view your past and current orders online using the "My Account" feature of our website. Simply click the "My Account" link on the top of any page of the website, enter your account number or email address and password. If you would like to update your personal account information such as billing address please contact customer service at 1300 66 77 30(AU) or 0800 60 60 40 (NZ)

Security & Privacy

Drcomfort.com.au does not and will not disclose any personal information such as name, street address, email address, and purchase history to any third parties. We take personal privacy very seriously. Our website is also a GeoTrust Secured site meaning our orders are processed online using industry standard SSL encryption provided by the most trusted name in online security.

Cookies & How We Use Them

Cookies are small pieces of information stored on personal computers for tracking purposes. Drcomfort.com.au uses these cookies to track promotions/marketing campaigns as well as a unique ID used to track your visits to our site. Cookies can remain on a single computer, but are NEVER used to store sensitive customer information such as passwords, addresses, e-mail address, phone numbers, credit card information, etc.

Receive a Copy of Your Order

If you did not print order details upon placing your order, you can call our Customer Care Center at 1800 009 901 FREE or email us at sales@drcomfort.com.au to receive a copy. E-mail confirmations containing your entire order are emailed to the email address you provided at checkout. You can also view the status and information of your order by using the "My Account" link on the top of this page to access complete order history.

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Shipping & Delivery

* Orders will be dispatched within 24 hours for in-stock merchandise purchased before 3pm Monday to Friday. Orders made on Saturday or Sunday will be dispatched the following Monday ex. Public Holidays. Charges will be $15 for all orders. All orders will be dispatched via courier. If a product is out of stock, the customer will be contacted with an alternate Estimated Time of Arrival or be offered a refund.

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Returns & Replacements

Below are the steps to process a return:

Step 1.

Send an email to sales@drcomfort.com.au with the subject line "New Return Authorisation Request" and please include the following information.

A. Your order # 
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product not as expected

  • Exchange for upgrade

  • Duplicate Order

  • Ordered wrong size

  • Ordered wrong product

  • Ordered a different size and returning what does not fit

  • Defective Item


Please note: Drcomfort.com.au reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging. 

Step 2.

We will respond within 1-2 business days via email with your Returns Authorisation (RA) number. You’ll be given a return authorization number and paperwork which is to be included in the carton with the goods. On the email reply you receive details of where to send your package.

Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking number as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.

Step 3.

Once we have received and processed your return we will provide a refund via your original form of payment. You will be notified via email of this credit if we have your email address on file. Please note: We cannot refund shipping charges or return postage. It can take up to 7 business days from the time we receive your item at our return facility to process your credit. If it’s over 7 days and you still don’t have your credit, email sales@drcomfort.com.au with your tracking information so we can research this for you and your request will be expedited. No returns will be given on US orders


Additional Information About Returns

If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise a pre-paid label to be sent out to you. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee, but this fee can be waived at our discretion. The issuing of an RA does not guarantee the product/s will be approved for replacement or credit.

For DRC footwear; charges for not returning accessories are charged as below

  • Inserts ($18 +gst)

  • Blue fillers ($1 +gst)

  • Shoe Horn ($2 +gst)

  • Damaged box ($3 +gst)

 

For a full credit to be granted, goods must be returned:

  • In their original/saleable condition.

  • In the original packaging inside a shipping carton.

  • With the Returns Authorisation paperwork included with the goods

  • Without written markings, tape or tampering on the original packaging.

  • All product/s must be returned to DJO Global within 7 days of issue.

 

Drcomfort.com.au is under no obligation to accept credit or refund return of goods

  • for items that are Discontinued

  • Special ordered in (US Shoes), or where on promotional sale when purchased

  • Lost in transit.

 

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Exchanges

Exchanging item(s) is a two-step process and handled as two separate orders. Below are the steps to process an exchange:

Send an email to sales@drcomfort.com.au with the subject line "Exchange Request" and please include the following information.

A. Your order # 
B. Your name, address, phone number
C. The item(s) and quantity you are returning. Please include item or SKU number(s)
D. The reason(s) for your return. To expedite your return, please provide a specific reason for each and every item you are sending back.

You may use the following list to help you:

  • Product not as expected

  • Exchange for upgrade

  • Duplicate Order

  • Ordered wrong size

  • Ordered wrong product

  • Ordered a different size and returning what does not fit

  • Defective Item


Please note: Drcomfort.com.au reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging and/or damaged packaging.
We will respond within 1-2 business days via email with your Returns Authorisation (RA) number. You’ll be given a return authorization number and paperwork which is to be included in the carton with the goods. On the email reply you receive details of where to send your package.

Please note: no labels or writing must be on the product retail packaging itself, as this may mean you are refused a refund/ exchange as the product is not in re-saleable condition. It is recommended that you send your return package insured with a service that provides a tracking number as we need to be able to locate your package in the event of a shipping error. If we are unable to locate your return, we are unable to issue a refund.


Step 2.

Our Customer Service team will process a new order of the 'exchanged' goods to be sent out (you do not need to place a new order on the website). Another freight charge will be charged and we will contact you for additional payment. Freight is not charged if we are responsible for the reason of the exchange.

Once we have received and processed your return we will dispatch your exchange order. Please note: We cannot refund shipping charges or return postage. It can take up to 7 business days from the time we receive your item at our return facility to process your credit. If it’s over 7 days and you still don’t have an email from our team to confirm your exchange, email sales@drcomfort.com.au with your tracking information so we can research this for you and your request will be expedited.


Additional Information About Returns

If you receive your order and the item(s) are faulty/damaged or we sent you the incorrect item(s) our Customer Service team will organise a pre-paid label to be sent out to you. If you are returning the item because it is the wrong size or do not want the item anymore, you are responsible for organising the return and the associated shipment costs. You will also be charged a 15% restocking fee, but this fee can be waived at our discretion.

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Moneyback Guarantee

Quite simply, we want your purchase to work for you. Our 30 Day Return Policy means that should you not be completely satisfied with your purchase, simply return the unused item in its original packaging within 30 days of the purchase date for a refund of the full purchase price (minus shipping & handling). Drcomfort.com.au reserves the right to refuse to refund or exchange used or damaged products or products not in original packaging.

* Please be advised that any product with an asterisk next to the name* and/ or labelled "Clearance Item” are not able to be sent back for an exchange or refund unless the product is faulty.* 

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Quantity Discounts

Buy more! Save more!

When purchasing 10 pairs of socks, compression wear and other items you will receive two of the items for free. Pay for 10, get 2 free. Add 12 items to your cart to automatically receive the discount.

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Product Warranty

Dr. Comfort allows returns for any reason within 30 days of date of shipment, unless shoes have been worn or modified. For products returned beyond that window, we grant credit on a case-by-case basis. Products exhibiting excessive wear or abuse will not be credited.

Freight to return the product will be the responsibility of the purchaser.

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Privacy & Security

We Respect Your Privacy

We respect your privacy at Dr Comfort Australia and we take great care to ensure that your personal information is handled appropriately.

This is a brief overview of our privacy policies. You can find our complete Privacy Policy by CLICKING HERE.

What information do you collect and hold?

The information that you give us and information about your order may be combined with other personally identifiable information (such as, but not limited to, IP addresses, email addresses, demographic information and past purchase history) available from our records and other sources. This information will be used to make our future marketing efforts more efficient. This information may also be shared with other marketers to bring you offers of interest. If you prefer that we do not share your name and address with other marketers, please email us at sales@drcomfort.com.au

For the purposes of the Privacy Act, this Privacy Policy does not apply to information we collect about businesses or companies, but it does apply to information about the people involved with them. If any personal information is provided about a third party, the individual providing the information warrants that third party has given consent to providing that information to Dr Comfort Australia.

Where do you collect and hold the information?

There are two areas on our site where we collect the personal information:
- the Check Out page
- Email Newsletter Signup
- the Log In page
- participation in a survey

If any personal information is received without an individual’s consent, we will delete the information or inform the individual that we hold such information, in accordance with the Australian Privacy Principles.

All personal information is held in a secured internal database, and in some cases in secure third party application repositories. Every effort is made by us to ensure that your personal information is secure.

What do you do with the information?

Once we have collected the above information, it is used to process orders, to communicate with you about your order, adequately manage dealings, address compaints or issues, and to provide future notification to you of special offers or promotions. We also use it to improve our website. We may provide statistical information about buying patterns and traffic patterns to others, but this data does not include any personal information.

How and why do you use "Cookies"?

"Cookies" are a type of information that is stored on your hard drive via your web browser. The "cookies" that Drcomfort.com.au uses do not contain any personal data such as credit card information, passwords, or even your name or address. Cookies simply help us to identify your session on the site. They also help us maintain specific visit information about you without forcing you to register or to give personal information.

However, you should have the option of disabling "cookies" through your browser. This is a function of your computer, so the manner in which to turn the "cookies" off is quite individual and thus, cannot be addressed here. Please realise, if you choose to disable the "cookies" we will not be able to personalise your experience with us at Drcomfort.com.au nor can we guarantee a complete login, registration or shopping experience.

Receiving Email Promotions and Information From Drcomfort.com.au

We periodically send emails to our customers to help keep you informed of new products, features and/or special promotions. In every email that we distribute, we include instructions on how to remove [unsubscribe] your email address from the distribution list.

Secure Credit Card Transaction Processing

Our web site uses Secure Sockets Layer (SSL) encryption to transmit your credit card information from a secure webpage to a secure application on our server. Once on our server, your credit card number is saved only long enough for us to process and approve the transaction. During the final stages of ordering online, you will see an unbroken key or locked padlock at the bottom of your browser window and https:// in the location window at the top of your browser. Both of these indicate that the page you are on is secured using SSL encryption to communicate with our secure web server. Because SSL encryption slows down a web site, it is only used in the final stage of ordering, before and after you enter your credit card information. You will not see these security indicators until you begin the checkout process and indicate that you prefer to order online with a credit card.

Acceptance of Privacy Policy Terms & Conditions

By using our web site, you consent to the collection and use of this information by Drcomfort.com.au. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of our policies.

For more information, you can find our complete Privacy Policy by CLICKING HERE.

 

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