FAQ

Frequently Asked Questions (FAQ)


Quotes and Purchase Orders for Multiple Stores


We operate two separate online stores:

  • One for print-on-demand merchandise
  • One for educational resources (used by hospitals, clinics, and health services)

If you request a formal quote that includes items from both stores, you will receive two separate quotes—one from each store.

Because each store uses a different system and fulfillment process, you will also need to provide two separate purchase order (PO) numbers for us to process both parts of your order.

If you have any questions about this process or need help with ordering, please contact us at:
store@strokefoundation.org.au

How long will my order take?


Orders are processed and dispatched as quickly as possible.
Estimated delivery times are as follows:

  • Standard Shipping: 3–7 business days
  • Express Shipping: 1–3 business days

Please allow additional time during peak periods such as Stroke Week, Christmas, or for regional and remote areas.
Once your order is dispatched, you’ll receive a confirmation email with tracking details.

Note: For print-on-demand merchandise (such as t-shirts, mugs, tote bags, etc.), please allow extra time as these items are made to order and shipped separately.

Returns and Refunds


We want you to be satisfied with your purchase. If you're not happy with your order, here’s how we can help:

  • Returns are accepted within 30 days of purchase.
  • Items must be unused, in original condition, and in original packaging.
  • Custom or print-on-demand products (e.g. t-shirts, mugs, etc.) cannot be returned unless they are faulty or damaged.
  • To initiate a return, please email us at:
     store@strokefoundation.org.au

Refunds

  • Once we’ve received and inspected the returned item, we’ll issue a refund to your original payment method.
  • Please note: shipping costs are non-refundable unless the item is faulty or we made an error.

How do I place an order?

For general customers:

  1. Browse our store and select your items.
  2. Add items to your cart and proceed to checkout.
  3. Enter your shipping and payment details.
  4. Submit your order. You’ll receive an order confirmation email.

For hospitals or health services:

  1. Contact your finance department to obtain a Purchase Order (PO) number.
  2. At checkout, enter your PO number in the “Company” or “Order Notes” field.
  3. Alternatively, email us a copy of your official PO to store@strokefoundation.org.au.
  4. Once we receive the PO, we will process and dispatch your order.

Need a formal quote before placing an order? Get in touch and we’ll be happy to help.

What payment methods are accepted?


We accept the following:

  • Credit Cards: Visa, Mastercard, American Express
  • Digital Wallets: Apple Pay, Google Pay, PayPal, Shop Pay
  • Purchase Orders: Available to hospitals and health services only