FAQs

1. How can I contact customer support? Is there someone I can talk to?

You can easily reach our Customer Service Team by calling 1300 198 204 between 9am and 5pm (ACST), Monday to Friday. Alternatively, feel free to email us at retail@diabetessa.com.au We’re here to assist you with any questions or concerns you may have.

2. Can I place an order over the phone?

Our Customer Service Team is here to help you select the right products and provide expert advice. You can place your order online or by contacting them on 1300 198 204, from 9am to 5pm (ACST), Monday to Friday. A $12.50 Shipping fee applies to Phone Orders.

3. Do you have a physical shop?

Yes! The Diabetes SA Shop is located at our head office: 159 Sir Donald Bradman Drive, Hilton SA 5033. We’re open Monday to Friday, from 9:00am to 5:00pm.

4. Does being a member of Diabetes South Australia qualify me for any discounts?

As a paid Member of Diabetes South Australia, you receive a 25% discount on each product with every order, plus free shipping on all orders placed by phone or online.

5. Is the Diabetes SA Shop open to everyone?

At the Diabetes SA Shop, we warmly welcome everyone looking for products to support diabetes management. We are committed to offering a wide range of high-quality products at competitive prices, complemented by expert service. If you need any assistance with your selections, please do not hesitate to contact our Customer Service Team. We’re here to help you every step of the way.

6. Can I order products subsidised by the National Diabetes Services Scheme from Diabetes Essentials?

Unfortunately, these products are only available through NDSS access points (usually a community pharmacy). For more information about the subsidised products, including where and how to order them, please visit: www.ndss.com.au/products.

1. How long does shipping usually take?

Orders are processed by our warehouse within 1-2 business days. However, orders are not dispatched or delivered on weekends or public holidays. Our daily order cut-off time is 2pm (ACST) Monday to Friday. Orders placed before 2pm (ACST) on a weekday will be processed on the same business day, while orders placed after the cut-off time will be processed the following day. During periods of high order volume, shipments may experience slight delays. Estimated delivery times after dispatch vary based on your location and selected shipping method at checkout.

2. How much will shipping cost for my order?

Enjoy free shipping on all orders if you are a paid member of Diabetes SA. For all other orders, shipping costs are calculated during checkout. These costs depend on your delivery postcode, the total weight of your order, and your preferred shipping method. Rates may vary depending on specific factors

3. How can I track my order?

At the Diabetes SA Shop, we aim to keep you informed every step of the way. Once you place your order, you’ll receive a confirmation email. As soon as your order is processed by our warehouse, we’ll send you another email with your tracking details. If you have any trouble tracking your order or if you haven’t received any emails from us, please don’t hesitate to call us on 1300 198 204 or send us an email at retail@diabetessa.com.au We’re here to help!

4. Do you offer international shipping?

Currently, we do not sell outside Australia.

5. What should I do if I receive a damaged or missing item?

We’re here to help if your order contains any missing or damaged items. Just reach out to our Customer Service Team at retail@diabetessa.com.au or give us a call on 1300 198 204. To make things quicker and easier, please have your order number or registered email address ready. We’re dedicated to resolving any issues quickly so you can get back to what matters most.

6. What is your return policy?

Our detailed return policy can be found on our Returns and Refund page.

7. What products are non-refundable or non-returnable?

Syringes, needles, pen needles, lancets, lancing devices, blood glucose and ketone test strips, and blood glucose monitors cannot be returned unless the product is assessed as having a manufacturing fault. Our detailed return policy can be found on our Returns and Refund page.

1. Which payment methods do you accept?

We accept all major credit cards, including Visa and MasterCard. For your convenience, we also accept Google Pay and Apple Pay.

1. Who can become a Member?

Whether you’re at risk of diabetes, living with diabetes, or supporting someone who is, there’s a membership option to suit your needs. We also offer Corporate membership for organisations, companies, corporations or institutions interested in diabetes or the welfare of people affected by diabetes. Health Professional membership is available for health professionals dedicated to supporting those at risk of or living with diabetes.

2. What are the Membership options?

General Membership – Available for individuals at risk of diabetes, living with diabetes, or supporting someone with diabetes.

• Single Membership – for individuals
• Family Membership – for spouses, parents, guardians, and dependent children with diabetes or pre-diabetes living at one nominated address

Both options are available as 1-year or 2-year memberships, and you can choose between full or concession rates depending on eligibility (such as holding a recognised concession card).

Health Professional Membership – Available for health professionals dedicated to supporting those at risk of or living with diabetes.

• Choose from a 1-year or 2-year membership
• Available at full rate only

Corporate Membership – Available for organisations, companies, corporations or institutions interested in diabetes or the welfare of people affected by diabetes.

• Choose from a 1-year or 2-year membership
• Available at full rate only

Life Membership – A ‘Life Member’ is a Member who:

• has life membership bestowed in an honorary capacity by the Board for exceptional services rendered to The Association; or
• has, prior to 28 October 1990, paid the sum of ten times the prescribed subscription in any one year.

Honorary Membership – An ‘Honorary Member’ is a Member who:

• has rendered outstanding service to The Association; or
• is considered to be beneficial to The Association,
• and has been granted honorary membership by the Board.

3. How do I become a Member?

• Join Online today
• Call 1300 198 204 to speak with our Member Services Team.
• Visit us in-store at 159 Sir Donald Bradman Drive, Hilton.

4. Does a concession card qualify me for any discount?

Yes! Eligible concession card holders receive discounted membership rates. Please provide your card details when you join or at renewal.

Eligible cards include:

• Seniors Card
• Pension Card
• DVA Card
• Healthcare Card
• Safety Net Concession Card

1. What are the benefits of being a Member?

Membership provides access to support services, education programs, and exclusive discounts designed to help you manage your diabetes effectively while keeping you informed about the latest health information and diabetes-related news.

Find out more

2. How do I access member-only resources?

Once you’re a member and logged in, you’ll gain access to exclusive member-only content and resources.

3. What do our Members say?

Visit our “What Our Members Say” page to read testimonials shared by our member community.

4. Am I at risk? How can I find out?

Take our online “Risk Calculator” test to assess your health status and discover resources available to support you.

1. I’m having trouble logging in—what should I do?

If you’re unable to access your account:

• Try resetting your password via the login page then Click “Forgot password?” and follow the prompts.
  • You’ll receive an email to create a new password
• Still having trouble? Reach out to our Member Services team for help:
  • Use the online chat: Available via the Diabetes SA website during business hours
  • Call: 1300 198 204
  • Email: daniel@diabetessa.com.au

2. How do I contact Member Support? You can contact our Member Services team for help with any enquiries:

• Phone: 1300 198 204
• Email: membership@diabetessa.com.au
• Live Chat: Available via the Diabetes SA website during business hours

We’re here to support you Monday to Friday, 9:00am – 5:00pm.

1. Will my membership renew automatically?

Membership renewal through subscription is optional. You’ll either be notified before your membership is set to auto-renew, or you can choose to receive a renewal notice instead—whichever you prefer.

2. Can I cancel my membership?

Yes, you can cancel your membership at any time by contacting our Member Services Team. Please refer to the Terms & Conditions.

3. Can I refund my membership?

Please refer to the Terms & Conditions.