Frequently Asked Questions

To answer your questions quickly, check out our FAQ’s below to see if we have the answer to your question online.

Cannot find the answer you are 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 orders@brightsky.com.au

Q. Do I need to register before purchasing?

Yes, you will need to have a registered account to finalise and make payment for your order.

Q. How do I know if a product is in stock?

A. Search the item you would like to purchase by either browsing through our categories or searching based on a keyword of your choice. If the product is currently available, you will see a 🟢 In stock symbol and you will be able to add the item to your cart. If the item is currently unavailable, you will notice a 🔴 Out of stock symbol, but you can enter your email address to be notified when the product becomes available to order.

Q. How do I reset my password?

You can reset your password by clicking the ‘Reset your password?’ link on the Login page. You will be required to enter a valid email address, and we will then send an email to your registered email account with a link to reset your password.

If you do not receive an email, please recreate your account from the My Account, Sign in Page.

Q. What credit cards do you accept?

A. When shopping online, you can pay by credit card (Amex, Visa, Mastercard and Diners Card).

Q. Can I place an online order if I am a NDIS Participant?

A. Yes! Our new BrightSky NDIS website is designed to allow all NDIS participants to place orders online.

Click here to access the website, or click the purple tab at the top of the BrightSky webpage “BrightSky NDIS”.

If you’re using a mobile device, click on the drop-down arrow at the top left of your screen and choose the second option, BrightSky NDIS

Q. Can I place an online order if I am a DVA Participant?

A. Our new website for DVA participants is coming soon, so keep a check on our website at www.brightsky.com.au, however at this time we are unable to process online orders for participants under the DVA Rehabilitation Appliances Program (RAP). To place your order via phone or email contact our Customer Support Team on 1300 886 601 or via email orders@brightsky.com.au

Q. Can I place an order online if I am a Queensland Health Home Enteral Nutrition Service (HENS) participant?
A. We are unable to process online orders for participants under the QLD Health Home Enteral Nutrition Service (HENS) at this time. To place your order via phone, contact our Customer Support Team on 1300 886 601 or email nutrition@brightsky.com.au
Q. Can I place an order online if I am an icare participant?

A. We are unable to process online orders for icare participants at this time. To place your order via phone, contact our Customer Support Team on 1300 886 601 (Option 3) or email icarecc@brightsky.com.au

Q. How do I place an order online?
  1. Sign into your BrightSky Account by clicking the My Account then Sign in button in the top right corner of the webpage.
  2. Find the items you would like to purchase by either browsing through our categories or searching based on a keyword of your choice.
  3. Add the products to your cart by clicking on the ‘Add to cart’ button.
  4. View your cart, and once you are happy, select ‘Proceed to Checkout’ button.
  5. Confirm your details including billing, delivery and packaging options.
  6. Click ‘Place Order’ and enter your payment details followed by Confirm and to complete your purchase.
  7. You will receive your Order details including the order number.
  8. We will then send you an email confirming the details of your order.
  9. You will receive your tax invoice via email from Forward Ability Support
  10. We will provide your Packing Slip and Freight Delivery Details via email once your order is despatched.
Q. Can I request Discreet Packaging?

A. Yes all orders will require you to advise of what type of packing you require for your order.

Q. Can I have my order shipped to a different person or address?

A. Yes at the checkout page, you can provide additional delivery details including name and address details.

Q. Can I cancel or amend my order?

A. We aim to commence processing your order as soon as it is received therefore, unfortunately, you cannot cancel or amend an order once it has been submitted. If you do require an urgent amendment please contact our Customer Support Team on 1300 886 601 and have your Web Order number handy for our team to check the status of your order.

Q. How or when will I receive my Tax Invoice?

A. We will send your tax invoice for the items ordered to the email address associated with your account once payment has been confirmed.

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 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. How much does delivery cost?

A. All orders 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 a successful online order at BrightSky.com.au you will receive a Sales Order confirmation via email to confirm your order has been received. You will receive a Tax Invoice for your order via email from Forward Ability Support Accounts Department. Once your order has been packed and has left our warehouse you will receive tracking details via our freight partner, who will provide the estimated arrival details of your order.

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. 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. 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 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.

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