Placing an Order

The preferred method for submitting an order for stoma supplies is through our secure members online ordering portal , in person, or by posting a completed order form PO BOX 370, CHERMSIDE SOUTH QLD 4032. Please allow sufficient time for posted order forms to reach the association, having regard to Australia Post current delivery timeframes.

Orders can also be submitted by attaching a completed order form in PDF  or word format to an email and sending it to [email protected]. Please do not include sensitive information if sending your order via email. Guidelines for placing your order can be found here.

When sending your order form by email, please ensure that the order is in full A4 size and can be clearly read. Orders which are too small or where all information on the order form is unable to be easily read will be rejected. Please use the following images as a guide:

IMPORTANT: DO NOT SEND YOUR ORDER AS A JPG EMBEDDED INTO THE BODY OF AN EMAIL DUE TO THE RISK OF PAGES BEING MISSED. The association will not take responsibility for missed pages if you choose to send your order via this method. 

Subject to the conditions of section 7.3.3 of the Stoma Appliance Scheme Operational Guidelines, orders may be placed for either a one or two month supply*.  Please note that the Association can only supply stoma related products in terms of the Stoma Appliance Scheme Operational Guidelines which includes supplying only within the entitlements and maximum quantities permitted by the scheme. Orders which do not meet the requirements of the Guidelines will be adjusted without notice. Please refer to our summary of the Stoma Appliance Scheme ordering process, and to our SAS Product Allowance Guide for more information about SAS product ordering.

*Orders which include additional supplies authorised by Application for Additional Stoma Supplies (PB050) will be limited to a one month order 

A small quantity of pharmaceutical items are also available for purchase from the Association. Please ensure to include the price of purchased items with your payment if having your order posted.

We can certainly arrange for your order to be posted to you. QLD Stoma Association Ltd uses the Australia Post eParcel service for all order deliveries.

From 1 January 2023, the following postage, packaging and handling fees apply:

*Additional postage may be charged for parcels over 5 kg in weight.

If you would prefer not to use eParcel, please make your own arrangements for courier collection from our rooms during our business hours.

There are approximately 4,000 individual products available to participants of the Stoma Appliance Scheme (SAS). While QSA does carry in stock a good range of the more popular multi-user products, most products need to be ordered from our Melbourne suppliers based on demand.

As long as the Stoma Appliance Scheme funded product entitlement for the current period has not already been issued, your order can expect to be available for dispatch or collection approximately 10 business days from acceptance of the order by the association. If scheme funded supplies have already been issued for the current period or if the order requests that the supply be issued in a future period (eg: a future month), the order will be carried over to the next eligibility period (or the month requested). Orders carried over to a future month should be available for collection or dispatch by the 10th of that month. Should you require your order sooner, please contact the association on 07 3359 7570 during our business hours to discuss available options.

Please note that expected dispatch timeframes may be impacted by supplier delivery delays. A member of team will endeavour to contact those members who are likely to be affected by extended delays to discuss available alternatives.

We recommend that December and January orders be placed together (on one form) as one holiday order. The holiday order should be submitted at least 10 business days before our advertised Christmas period closure to ensure that it can be processed and dispatched prior to our closure. For 2022, the cut off date for December 22 orders for pre-Christmas dispatch is Wednesday 7th December 2022. Once dispatched, parcels will be delivered within Australia Post delivery timeframes.

Orders may be collected from our offices during business hours. If you cannot collect your order, postage of the order can be arranged. A postage packaging and handling charge applies to all postal orders and must be paid in advance of the order being dispatched by the Association unless prior arrangement has been made*.

The following postage costs apply from 1 January 2023:

Parcels Sent to an address in QLD or NSW postcodes 2485-2486

• Standard – $20 per parcel up to 5KG*
• Express – Price on application
• Direct from supplier – Price on application

Parcels sent to an address in NSW (excl postcodes 2485-2486), ACT or Victoria

• Standard – $30 per parcel up to 5kg*
• Express Post – Price on application
• Direct from supplier – Price on application

Parcels sent to an address in Tasmania, South Australia, Western Australia, or Northern Territory

• Standard – $40 per parcel up to 5kg*
• Express Post – Price on application
• Direct from supplier – Price on application

Parcels send to an address on Norfolk Island – Price on Application

*Additional postage may be charged for parcels over 5 kg in weight.

Postage can be paid in advance. Unused postage will be refunded upon receipt of a  written request.

Payment for postage can be made through our members online ordering portal, in cash (in person only), by cheque or money order made payable to “QUEENSLAND STOMA ASSOCIATION LTD” or by credit card (a 2% processing fee applies) either in person or by telephone.

*  A post paid invoice facility is extended to those members residing in a care facility. A $5 administration fee will apply to all invoices.

In extenuating circumstances, the association can arrange for a small emergency supply to be sent directly from the supplier. Please contact the association for more information about this service.

IMPORTANT: The Association can only supply Stoma Appliance Scheme funded products within the entitlements described within the Stoma Appliance Scheme Operational Guidelines and the Stoma Appliance Scheme schedule. Where an order requests more than the maximum scheme funded allowance of any one product or group of products, the order will be adjusted to the maximum scheme funded allowance without notice. Where an order requests dispatch during a particular month and the maximum scheme funded allowance has already been issued for that month, dispatch will be carried over to the next available entitlement period for Scheme funded products. 

Once an order has been submitted, it generally cannot be altered or added to. However a separate order can be submitted for any additional products required and they will be supplied within the conditions of the Stoma Appliance Scheme Operational Guidelines. A separate postage fee will be need to be paid if having this order posted.

Once a product has been issued and dispatched by Queensland Stoma Association Ltd, it cannot be returned for exchange. This is because ostomy products are required to be stored within a particular temperature range to avoid compromising the integrity of the materials from which they are produced and we cannot verify the storage conditions of any product which has left our premises.

If you are required to use a different product but have already received your maximum Stoma Appliance Scheme allocation for the current period, please contact the association on 07 3359 7570 to discuss your options.

Domestic Travel

If planning to travel within Australia, we recommend that you obtain a two month supply of your required products prior to your departure. Please allow at least 10 business days for your order to be available for collection or dispatch.

If further orders are required during your travels, please contact QSA on 07 3359 7570 during our business hours to discuss available options or contact the nearest Australian Stoma Association to you for assistance.

International Travel

International travellers can request up to 6 months supply to cover the duration of their travel outside of Australia. Please contact QSA during our business hours to obtain more information about this option.

As soon as you receive your order, please unpack it and check its contents to the packing slip provided on the outside of the box.

If you:

• are missing an item which appears on the picking slip or
• you have received an item which is different to one you have ordered

please contact the association on 07 3359 7570 or via email to [email protected] within 10 business days of receipt. Please note that we may be unable to assist outside of this timeframe.

If you are expecting an item which is not in your order or on your picking slip, please contact the association to discuss. Please be aware that your order may have been reduced to comply with scheme limits.