Customer Care

OT Setup Service

We want to ensure our customers feel supported when transitioning to their new Assistive Technology. We offer an OT Setup Service, where our OTs will personally meet with you and your treating healthcare professional to setup and assemble our products to ensure a smooth handover. 

This service is included with all Vela and Obi orders and is an optional add-on service for Vicair orders (fees apply). 

Delivery Policy

Delivery charges vary for each product and details are included on each product page. 

For products with a calculated delivery fee, this is determined by factors including weight and distance and include our OT Setup Service if required. To find out how much delivery will be to your address for products with a calculated delivery fee, please submit a product quote request.

Please note, we cannot deliver items to an address outside of Queensland for Obi, Vela and Vicair orders. See Delivery Restrictions below.

Delivery Restrictions

The Therapy Collective is an authorised supplier for Obi, Vela and Vicair in Queensland and can only supply these products to customers with a Queensland address. For customers in Australia outside of Queensland who wish to purchase these products, please contact Wila Innovations. 

In Stock

For in stock items, we will ship these within 3-5 business days.

Made to Order

As most of our products are Made to Order outside of Australia, the specific manufacturing lead time required before we ship is estimated and outlined within each product description. Once the product arrives in our warehouse, we will ship it to you within 3-5 business days. Any international shipping delays from the manufacturer to our warehouse are outside of our control and we appreciate your patience (e.g. delays due to the COVID-19 pandemic, natural disasters).

Delivery Updates

Once your order is placed, we will provide a confirmation email confirming your order.

We will provide another email update when your order has been packed and leaves our warehouse (“shipped”), including a consignment number to track your order from our delivery partner. All orders sent with one of our delivery partners will require a person to be at home to accept the delivery (contactless).

Incorrect address

If your package is returned to us due to an incorrect or incomplete address, the buyer must pay all delivery costs to redeliver your order to the correct address. The Therapy Collective is not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

Repairs

If you need to arrange for a repair for one of our products, please contact us at info@thetherapycollective.com.au. A manufacturer’s warranty applies to products when used in accordance with the user instructions and when the product has been properly maintained. Warranties do not extend to products damaged by any abuse, accident or improper use.  All items returned under warranty will be inspected and a decision as to the warranty status will be made.

For more information, please see our Returns Policy, Terms & Conditions and FAQs.