FAQ
We hope you’re enjoying your experience with our website. We have developed this page to answer commonly asked questions received by our customer service teams. If you don’t find your question below or you need to clarify the answer we encourage you to contact us.
General
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Who can I contact for general assistance with the navigation or features of the Aidacare website?
A. We have a dedicated Australian technical team who can be contacted via email at ecommerce@aidacare.com.au
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Who can I contact if I require product assistance?
A. For assistance or troubleshooting advice on your product, please contact our Customer Service department on phone.
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How do I create an account?
A. Follow 6 simple steps:
1) Simply click the “My Account” link, located on the top right hand side
2) Click on the CREATE AN ACCOUNT button
3) Enter your email account and a password in the fields provided. Your password must be between 6 and 20 characters containing numbers and letters only
4) Check your email account for the activation email
5) Click the link to activate your account
6) Once your account is activated, you may login to complete your details
Online Quotes
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How do I convert a quote request to an order?
A. You have received your quote and you are happy to proceed with the order, you can either:
a) Call our customer service team on +64 9 520 2962 and supply them with your quote number
b) Forward your emailed quote to sales@aidacare.co.nz and add "Convert to order" in the subject
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How do I raise a quote?
A. Locate the product you want quoted on. Simply click on "Add to Quote", go to your cart (top right in your navigation bar), update your required quantities and click on "Request Quote".
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I can't find the product I'm looking for, what do I do next?
A. If the specific product you are looking for is not listed online, we may be able to access it for you. Please contact our Customer Service on +64 9 520 2962 or sales@aidacare.co.nz detailing the product you are looking for. We will respond with availability and pricing details or alert you to an equivalent product in our range.
Warranty & Returns
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I have a faulty product, what do I do next?
A. If your equipment is faulty we advise you to contact Aidacare at your earliest convenience with your proof of purchase. This process will trigger an internal course of action to investigate the problem, and the status of the warranty and provide a plan for rectification.
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What is the Manufacturer's Warranty?
A. Many of our products come with a guarantee or warranty from the manufacturer. In addition, they come with guarantees that cannot be excluded under the New Zealand Consumer Law. You are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality. Full details of your consumer rights may be found at www.govt.nz
Feedback
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How can I provide feedback on an experience I’ve had with Aidacare?
A. Feedback is always constructively received, it helps us to improve the service to our customers. Please email us directly on sales@aidacare.co.nz
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I have found information (product image, specifications etc) on www.aidacare.com.au to not accurately depict the product or service.
A. We strive to ensure all of the information displayed on our website is accurate at the time of publishing. If you find any of our website content to be incorrect or misleading in any way, please let us know (contact us) so it can be promptly corrected.
