Dispatch and shipping info

Orders will be dispatched only when all items are ready for shipment. Please be aware that the dispatch time for your order will depend on the item with the longest lead time. If you need any part of your order urgently, please reach out to our customer care team to arrange for individual items to be shipped sooner.

Delivery

Couriers cannot deliver heavy or bulky items to unattended addresses and require a signature upon delivery. If no one is available to sign or there is no authority to leave (ATL), a card will be left, and the parcel will be redirected to the nearest courier depot. You will need to collect it from there or arrange a re-delivery, which may incur additional charges.

To avoid redelivery delays or fees, Medifab recommends having your deliveries sent to an address attended during business hours, such as your home or workplace.

Please verify that all parts received match the invoice. If you receive incorrect items, please Contact Customer Service, and we will resolve the issue promptly.

Dispatch & Shipping Times

Orders will be dispatched only when all items are ready for shipment. Please note that the dispatch time for your order will be based on the item with the longest lead time. If you need any part of your order urgently, please contact our customer care team to arrange for individual items to be shipped sooner.

For orders placed before 11 AM, we aim to ship your items from our warehouse on the same day. Orders placed after 11 AM will be processed as quickly as possible; however, same-day shipping cannot be guaranteed. While 95% of orders are dispatched within the advertised times, there may occasionally be delays due to factors beyond our control.

If you require your items urgently, please contact our customer service team for more accurate dispatch and shipping times

Order Tracking

Once your order is dispatched, you will receive an email with tracking details. Missing your shipping confirmation email? Be sure to check your junk/spam email folder.

Medifab and our delivery partners are not responsible for any loss or damage resulting from this delivery method. By choosing ATL, you agree to release Medifab from any claims, liabilities, losses, costs, or expenses related to this delivery method.

Damaged Deliveries

If an item is damaged during transit, please email a photo of the item and its packaging to supportau@medifab.com within 48 hours of delivery. We understand this is an unfortunate situation and will address the issue as quickly as possible.

Care, Maintenance, and Management of the Spex Cushions

The selection, orientation and care of a cushion all play a vital role in maintaining good postural support and skin integrity for the user. Fabric covers can become worn, cushions may not be positioned correctly, and unprotected foam can lose its functional properties needed for positioning and pressure relief management.

These are some examples of how the effectiveness in meeting the wheelchair user’s seating needs can be impacted. This resource provides some guidance on cushion care, maintenance and solutions to common challenges. Further details are available in the Spex cushion manuals.

Protect Your Cushion

Wheelchair cushion covers require care and attention. They are the direct interface between the wheelchair user and the support cushion below them. To protect the cushion covers:

Keep away from pets,
Remove sharp objects from pockets before sitting,
Do not store items on the cushion when the wheelchair is not being used.
Keep out of direct sunlight and away from extreme heat.
Do not leave the Spex Cushion outside overnight or at temperatures below 5° C/41° F

Maintain Your Cushion

Spex fabric outer covers should be washed as specified in the user manuals. Remove the inner foam cushion, turn the covers inside out and washed at 40°C/104°F. They can be tumble-dried on low heat or air-dried out of direct sunlight. Do not iron, dry clean or bleach. If chemical cleaners are used, covers must be rinsed thoroughly with water to remove all chemical residue and left to dry completely before reuse.
Spex Cushion hygiene or incontinence covers can be wiped clean with mild detergent and water. They can be handwashed and should not be tumble-dried.
The inner foam cushion should not be washed.

Protect Your Bottom

Avoid placing additional items (towels, incontinence covers, etc.) on top of the cushion cover before sitting down. If wearing thick trousers, makes sure material isn’t rucked/creased under your bottom and thighs.
Make sure the Spex cushion is on a solid, firm seat base.
Check the cushion for damage regularly.
Never use the Spex cushion without the covers.
Keep the covers dry and wash and change the covers as required.
Check the orientation of the cushion and that covers are zipped close and secure.
Be aware of the cushion weight limit. These exist to ensure that the cushion provides adequate support for the wheelchair user.
The Spex Cushion should be room temperature before sitting on it.
Check your skin regularly and practice regular pressure relieving activities when using the wheelchair.