Shipping & Returns
Quick answer: Caringly ships Australia-wide from Wyong, NSW. Orders are usually dispatched within 1–2 business days in plain, unbranded packaging, and delivery is free on orders of $49 or more. Metro delivery typically takes 2–5 business days and regional delivery 3–10 business days. Wrong size? Our 60-Day Fit Promise covers a free size exchange on Pull-Ons and Slips. Faulty, damaged or incorrect items are always covered under the Australian Consumer Law.
Shipping
Where do you deliver?
We deliver to all Australian states and territories, including regional and remote areas. If you need delivery outside Australia, please contact us before ordering.
How much does shipping cost?
- Free tracked courier delivery on orders of $49 or more (AUD, including GST).
- For orders under $49, tracked courier delivery is a flat $9.99 (AUD, including GST). You will see the exact cost before you pay.
All prices on our website are in Australian dollars and include GST.
When will my order be dispatched?
Orders are usually processed and dispatched within 1–2 business days of payment (often the next business day). Orders placed on weekends or public holidays are processed on the next business day. You will receive tracking details by email or SMS once your parcel is on its way.
How long does delivery take?
| Location | Estimated delivery after dispatch |
|---|---|
| Metro areas (capital cities) | 2–5 business days |
| Regional areas | 3–10 business days |
| Remote areas | May take longer |
These are estimates. Courier delays, severe weather, natural disasters and public holidays can occasionally extend delivery times.
Is the packaging discreet?
Yes. Every order ships in plain, unmarked packaging with no product description on the outside.
Authority to leave and delivery details
- Please check that your delivery address is complete and correct at checkout. If a parcel is returned to us because of an incorrect address, a redelivery fee may apply.
- Couriers may leave your parcel in a safe place if no one is home, unless you add a note at checkout asking for a signature.
- If tracking shows your parcel as delivered but you cannot find it, contact us and we will work with the courier to locate it.
NDIS and Support at Home orders
The same delivery options apply to NDIS and Support at Home orders. See our NDIS ordering information and Support at Home ordering pages for details.
Returns and refunds
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits these rights. This means you can ask for a remedy if a product:
- is faulty or not of acceptable quality;
- arrives damaged, opened, tampered with or expired;
- is not what you ordered, or does not match its description; or
- is not fit for the purpose we said it would be fit for.
Please let us know as soon as you can (ideally within 48 hours of delivery for transit damage) with your order number, a short description and photos of the product and packaging. Where a return is needed for a faulty, damaged or incorrect item, we will cover the return postage.
60-Day Fit Promise (Pull-Ons and Slips)
Choosing the right size can take a try or two. If your Caringly Supreme Pull-Ons or Supreme Slips are the wrong size, contact us within 60 days of delivery and we will exchange them for a more suitable size at no cost to you. Our team can also help you choose the right size using the size chart.
Change of mind
Continence products are personal hygiene items. For health and safety reasons, we do not accept change-of-mind returns, and opened or used products cannot be returned unless they are faulty or not as described. Choosing the wrong size of Pull-Ons or Slips is covered by our 60-Day Fit Promise above. None of this affects your rights under the Australian Consumer Law.
How do I start a return or exchange?
- Email support@caringly.com.au or call 1300 002 439 with your order number and the reason for your return or exchange.
- Our team will reply with instructions. Please wait for these before sending anything back, so we can arrange the right return method.
- Once we receive and check the item, we will send your replacement or process your refund.
When will I receive my refund?
Approved refunds are processed to your original payment method as soon as we have received and checked the returned item (or confirmed the issue from your photos). Your bank or card provider may take a few extra business days to show the credit. For faulty, damaged or incorrect items, we also refund any delivery fee you paid.
Frequently asked questions
Do you offer free shipping?
Yes. Tracked courier delivery is free on orders of $49 or more anywhere in Australia.
Can I return opened incontinence products?
Opened products cannot be returned for change of mind for hygiene reasons. If an opened product is faulty or not as described, you are still covered under the Australian Consumer Law. If the size is wrong on Pull-Ons or Slips, our 60-Day Fit Promise applies.
What if my parcel arrives damaged?
Take photos of the parcel and product and contact us as soon as possible. We will send a replacement or refund at no extra cost.
Contact us
Caringly Continence Care
A registered business name of Aidy Australia Pty Ltd, ABN 23 684 491 601
Unit 7A, 5 Donaldson Street, Wyong NSW 2259
Phone: 1300 002 439
Email: support@caringly.com.au
See also our full Shipping policy, Refund policy and Terms of service.
Last updated: 25 October 2026.
