Sustagen Hospital Formula Plus Fibre 840g

*On the product page Standard Shipping, Large Shipping, and Pickup Only are clearly tagged.

See the full policy details below:

Trugrade Medical Supplies ("we", "our", "us")

Trugrade Medical Supplies is committed to providing fast, reliable and transparent delivery options across Australia. This Shipping & Delivery Policy explains how orders are processed, shipped and delivered, including delivery fees, item classifications and customer responsibilities.

1. Order Processing & Delivery

• Orders are dispatched once payment is received in full, unless a pre-approved account has been established on your behalf by Trugrade Medical Supplies.
• Standard orders received before 12:00 on business days (Monday to Friday - EXCEPT Public holidays) are processed within the same day and dispatched with the below delivery timeframe:
  • Next day in the Perth and Adelaide metro areas
  • Within 3 days for rest of Australia, EXCEPT for Darwin, Hobart and remote regional Australia
  • Within 7 days for Darwin, Hobart and remote regional Australia
  • *PO Boxes and Locked Boxes: Orders requiring delivery to PO Boxes and Locked Boxes will be placed on temporary hold until a shipping quotation has been obtained and approved. (refer to section 6 for more details)

For urgent orders or delivery to PO Boxes and Locked Boxes please contact us before purchasing at sales@trugrademedical.com.au or (08) 9455 7834.

1.1 Authority to Leave (ATL) – Default Setting

All orders are sent with Authority to Leave (ATL) by default. This means no signature is required unless you specifically request one at the time of ordering.

If you do not want your parcel left unattended, you must notify us at checkout by writing your request in the “Order Special Instructions” section.

You may also provide any specific delivery instructions in this section.

1.1.1 Delivery Procedure Under ATL (Default)

When delivery is attempted under ATL:

1. If a safe place is available:
The courier will leave the parcel in a safe location at the delivery address.

2. If no safe place is available:
The parcel will be redirected to the allocated or nearest collection point (e.g. Local Post Office or courier depot).
You will be notified by the courier with details on where and how to collect your parcel.

3. If a collection point is not available or the parcel cannot be held there:
The parcel may be returned to us.

In this event:
• We will notify you once it is returned.
• An additional shipping fee will apply to resend the parcel.
• For collection point/Local post office (LPO) timeframe refer to 1.3.

Disclaimer for ATL

Once a parcel is left by the courier under Authority to Leave (ATL), our company is not responsible for any loss or theft.

Customers are encouraged to provide clear delivery instructions or request a signature if they prefer parcels not to be left unattended.

1.2 Signature Required / No ATL

If you request Signature Required (No ATL), this must be specified at the time of ordering:

• For online orders: write this in the “Order Special Instructions” section at checkout.
• For phone or email orders: clearly advise our team during your order.

1.2.1 Delivery Procedure – Signature Required

1. If someone is available to sign:
The parcel will be delivered directly to the recipient.

2. If no one is available to sign:
The parcel will NOT be left unattended.
It will be redirected to the nearest collection point (e.g. Local Post Office or courier depot), and you will be notified with collection details.

3. If a collection point is not available:
The parcel may be returned to us.

In this case:
• We will notify you.
• An additional shipping fee will apply to resend the parcel.
• For Collection point/Local post office (LPO) timeframe refer to 1.3.

1.3 Collection Point/Local Post Office (LPO) Timeframe

If your parcel is redirected to a collection point, it must be collected within the carrier’s holding period (typically up to 12 working days, depending on the courier).

If the parcel is not collected within this timeframe, it will be returned to us.

Once returned:
• We will notify you.
• An additional shipping fee will apply to resend the parcel.

2. Item Size Categories

Most products are considered as "Standard Shipping" Size and attract standard shipping fees.

Some products have special size classifications that affect delivery options and fees. These tags appear above the “Add to Cart” button on our website. For phone, email or walk-in orders, our team will advise customers if items fall under the categories below.

2.1 "Large Shipping" Items

"Large Shipping" items are products that have larger physical dimensions, regardless of their weight. These items require additional handling and therefore incur a $56.10 Large Size delivery fee.

"Large Shipping" items are clearly marked with a “Large Shipping” tag above the Add to Cart button.

For phone, email or walk-in orders, our team will notify customers if an item is classified as "Large Shipping".

2.2 "Pickup Only" Items

"Pickup Only" items are products that are not economical to ship and therefore cannot be shipped using standard delivery services.

Customers must choose either Store Pickup or request a custom shipping quote.

Pickup Only items are clearly marked with a “Pickup Only” tag above the Add to Cart button.

For phone, email or walk-in orders, our team will notify customers if an item is classified as "Pickup Only".

3. Standard Delivery – No "Large Shipping" Items in Cart

If your order contains only "Standard Shipping" items, the following applies:

3.1 Delivery Fees

Region, Standard Delivery Fee, and Free Delivery Threshold

• WA, SA, VIC, ACT, NSW, QLD → $16.50
• NT, TAS → $27.50

4. Orders Containing "Large Shipping" Items

When the cart includes at least one "Large Shipping" item, the following applies:

4.1 Delivery Fees

The "Large Shipping" delivery fee for your region will apply, as detailed in the table below.

• WA, SA, VIC, ACT, NSW, QLD → $56.10
• NT, TAS → $86.90

4.2 Free Shipping Exclusion

Orders over $399 do NOT qualify for free shipping if a "Large Shipping" item is in the cart. Only the "Large Shipping" fee based on the region applies.

4.3 Free Shipping for "Large Shipping" Orders Over $599

If the cart contains at least one "Large Shipping" item and the total order value exceeds $599:

• The $39.60 "Large Shipping" fee is waived.
• Delivery is free.

5. Orders Containing "Pickup Only" Items

• "Pickup Only" products are items which cannot be shipped via the standard delivery network.
• Customers must choose:
  • Store Pickup, or
  • Custom Freight Quote

6. PO Boxes and Locked Boxes

While Trugrade Medical Supplies offers Australia wide shipping, our standard rates exclude delivery to PO Boxes and Locked Boxes. If you require delivery to one of these locations, do not proceed to checkout.

Please contact our team (08 9455 7834 - sales@trugrademedical.com.au) for a custom shipping quotation. We will provide the final shipping costs for your approval prior to processing and shipping your order.

6.1 Online order processing for PO Boxes

On the event an online order is placed to a PO Boxes & Locked Boxes prior to obtaining a PO Box shipping quotation; 

• The order will be placed on temporary hold until a shipping quotation has been obtained.
• New shipping quotation will be sent for your approval.
• once agreed and the difference been paid over the phone, the order will be processed and shipped.

7. Same-Day Delivery (Perth and Adelaide Metro Only)

Same-day delivery is available Monday–Friday EXCEPT public holidays for orders placed before 12:00pm, subject to stock availability and eligible delivery suburb postcodes, limited to Perth and Adelaide metro.

A $49.50 same-day delivery fee applies per order.

Same-day delivery is only available for products that qualify for same-day dispatch. Please contact us to confirm suburb eligibility and product availability before placing your order.

8. Packaging & Sustainability

We may reuse cartons and packing materials to minimise waste. Packaging may differ from the product ordered, but all items are packed securely to ensure protection and safe transit.

9. Notice of Damage, Wrong Delivery or Non Delivery

Customers must carefully inspect all deliveries upon arrival. You must notify us within 2 business days if:

• Items arrive damaged
• Incorrect items are delivered
• Items are missing from the order
• There is a discrepancy between the items received and the tax invoice

Claims made outside this 2-business-day timeframe may not be accepted, as we are unable to verify courier-related damage or delivery errors after this period. (This does not limit your rights under the Australian Consumer Law for faulty goods.)

*Click here to read our Returns & Refunds Policy.

10. Refused Deliveries

If a delivery is refused without valid reason, we may charge a redelivery fee.

11. Order Cancellation

To cancel an order that has not yet been processed, contact us immediately. If the order has already been dispatched or delivered, our Returns & Credits Policy applies.