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NDIS Website Frequently Asked Questions?
Questions about delivery
Q. How is the participant notified that an order has been placed?
A.We collect the participant’s email address as part of Checkout. The participant will receive an email when the order has been placed.
Q. I’m a support coordinator ordering on behalf of a participant. Can I also ask to receive emails, as well as the participant, when the order is delivered?
A. Not right now. However, the support coordinator could list their email address instead of the participant’s email address in the “Participant Details” section at Checkout. The support coordinator will then receive all notifications relating to the order, including dispatch and delivery information, and is responsible for informing the participant.
Q. Can I request Discreet Packaging?
A. Yes. All orders will require you to advise what type of packaging you require for your order. This will be specified in our Checkout section.
Q. Can I leave comments for special delivery requests?
A. Yes. You can enter comments (maximum 30 characters) in the Checkout section. These comments will be passed to our freight partner in relation to the delivery of your order.
Q. How long will it take for my order to arrive?
A. We estimate it will take between 3-10 business days once your order has been successfully placed to arrive depending on your location.
Q. Can I collect my order from a warehouse or office?
A. At this time BrightSky does not offer a Click and Collect Service. The retail shop located at 6 Holker St Newington NSW 2127 is now CLOSED until further notice. All orders will be despatched and delivered to you via our freight partner.
Q. How much does delivery cost?
A. All orders will incur a flat $20.00 delivery charge. Delivery charges are not calculated based on location.
Q. Do you ship internationally?
A. No. Unfortunately BrightSky only ships within Australia.
Q. How will I be kept updated on the progress and status of my order?
A. After placing an online order, the participant will receive a Sales Order confirmation by email to confirm that the order has been received.
Self-managed participants will receive a Tax Invoice for their order via email from Forward Ability Support Accounts Department. For Agency-Managed and Plan Managed orders, payment will be made by the NDIA or Plan Manager.
Once the order has been packed and has left our warehouse, the participant will receive tracking details via our freight partner, who will provide the estimated arrival details.
Q. What Freight Company will deliver my parcel?
A. BrightSky has partnered with Direct Freight to deliver all parcels across Australia, with the exception of any PO Box shipping addresses, which will be delivered by Australia Post. Currently customers are unable to request a freight company of their choice.
Q. I have a question about an invoice for an online order. Who can I contact for help?
A. Please email our Accounts team at accounts@fas.org.au.
All remittances should be sent to remittances@fas.org.au for payment allocation.
Q. Will my parcel require a signature when delivered?
A. No. If no one will be at the delivery address when your order is scheduled for delivery, we will arrange the delivery to be left in a suitable location, as all NDIS BrightSky web orders are automatically assigned authority to leave.
Q. What is the process for Returns and Refunds?
A. Please find information under the Refund and Returns Policy page.
Q. What do I do if I have Feedback or a Complaint?
A. Please refer to the Feedback or Complaints page.
Still can’t find the answer you’re looking for?
Please call our Customer Support Team on 1300 886 601 Mon to Fri 8:00 AM – 5:00PM AEST (excluding National & NSW Public Holidays) or email us ndis@brightsky.com.au