FAQ

 

I can't sign into my account or have forgotten my password.

Please click on My Account at the top of the page to sign into your account or to retrieve a forgotten password. Please note the Nursing Angel website was upgraded at the beginning of June 2011 and existing customers prior to this will need to create a new account. If you require details of orders placed prior to this date, please feel free to contact us.
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How much is postage?

We use flat rate shipping costs for Australian deliveries and occasionally have free shipping promotions: please see Shipping & Delivery for more information.

To view shipping options and costs, you can also use the shipping calculator as soon as you have an item in your shopping cart: click on View Cart at the top of the page and you will see the shipping calculator.
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When will I receive my order?

Delivery time depends on the shipping method you selected and your location. Please see Shipping & Delivery for more information. We ship from Sydney NSW.
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How do I track my order?

Please see the order update email you received on the date your order was shipped. This has your parcel tracking number, the delivery carrier used and a link on how to track your order. If you have deleted this email, please contact us to have it re-sent to you.
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How do I know if a product is in stock?

We use real time stock levels which means that if a product is listed as in stock you can be assured it's physically in our warehouse ready to ship to you. We do not drop ship or mislead customers into thinking a product is in stock when it's not. Unfortunately quite a few other online stores do this...which is why it's important for us to stress that we do not!

Here's how to tell if a product on our website is in stock or not:

  • Out of stock: If an item is out of stock, you will not be able to add it to your shopping cart and you will see a note that the item is currently unavailable.
  • In stock: If you are able to add an item to your shopping cart, it means the product is physically in our warehouse ready to ship.
  • Pre-orders: On rare occasions we may have a product available for special pre-order. If this is the case, full details of pre-order status and estimated shipping date are displayed on the product page underneath the Add To Cart button (highlighted in a yellow box so you can't miss it!) The pre-order status is also highlighted when viewing your shopping cart and at checkout, so you are fully aware of the status. If you include a pre-order product in your order, your complete order will be shipped around this date.
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I am after a particular product that is not listed on your website or is out of stock.

If you can’t find what you are looking for on our website, please contact us with the details and we’ll do our best to locate it for you. Custom orders are available for Ameda and Medela breast pump parts, as well as many other items.

If you want to know when an out of stock item will become available again, please contact us for information.
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Can I pick up my order from your warehouse?

Although we are an online store, we are happy for Sydney customers to "click & collect" from our warehouse in Chatswood. Our warehouse is a very busy environment so customer pick ups are restricted to the hours of 9:00am to 3:00pm Monday to Thursday and 8am to 12pm Friday.. If you have already placed your order online and now wish to pick up, this can still be arranged and any postage cost paid is issued as store credit to your account.
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How do I make a change to my order or add another product?

We are happy to make changes to your order prior to shipment: please contact us immediately with the full details. If your order has already been shipped, we are unable to make changes and our normal Returns Policy procedures apply.

If you would like to add extra items to your order prior to shipment, please contact us immediately with the full details (including authority to charge your credit card for the items). We need to process 'add to' orders manually so that no additional postage cost is applied (Australian deliveries only). Postage costs are non-refundable so do contact us to add extra items to your existing order instead of placing a second order online and incurring the additional postage cost.

Note: If you have made a typing error in your name, address or phone number for an order that has not yet been shipped, please do not sign in to your account to make the changes (our packers may have already printed out your order so won't be aware of the updates!) Please contact us to make these changes for you.
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I’m not sure if my order went through as there was an error at checkout.

If you received an error at checkout or your internet connection dropped out, you can click on Order Status at the top of the page to see if the order was successfully placed. New orders that have been successfully placed will have the status of Awaiting Fulfilment (payment received) or Awaiting Payment (payment pending). If your order has the status of Declined or Incomplete, please click on it to complete. If no order appears at all, please try placing it again.
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Do you ship outside of Australia?

Yes, we have many customers located around the world. Please see Overseas Orders for more information.
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How do I arrange for a gift order to be sent without an invoice?

Please write a note in the Order Instructions/Comments area at checkout and we'll make sure the order is sent without an invoice. You can also write a gift message for the recipient in this area which we will include with the parcel.
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Do you do split shipments?

We are unable to do split shipments for single orders. Each order is sent in one shipment to the shipping address. If you require items to be sent to two different addresses or a split shipment, please place two separate orders. Orders which contain a special pre-order product are sent in one shipment once the pre-ordered item arrives.
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How accurate are the product images, descriptions and sizes on your website?

We use the product information provided by the manufacturer, including images, description and sizing guide if applicable. In many cases we also add Nursing Angel product tips and convert overseas sizes to Australian metric sizes to make it easier for customers. This is designed to give you an accurate description and view of the product. Please note colours may appear slightly different on your computer screen depending on how your computer display settings are configured.
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Do you accept returns & exchanges?

Yes, we want you to be happy with your purchase so will gladly exchange or issue store credit for most items if you change your mind. Please see our Returns Policy for more information.
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Do you price match?

If you see a cheaper price elsewhere, please feel free to contact us to see if we are able to price match. Please note we do not offer price matching for breast pumps as a number of other stores do not actually have the pumps in stock despite stating that they do, do not offer after sales service, are not authorised stockists, do not have the latest pump models or are selling overseas pump models not designed for use in Australia.
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Why should I shop with Nursing Angel?

Quality, value, service and support! Nursing Angel is a reputable Australian company and authorised stockist for many leading brands. We strive to offer our customers a diverse product range of quality items at competitive prices, combined with exceptional customer service and after sales support. We're not a discount pharmacy or general baby store: instead we have a small team of dedicated staff who specialise in our particular product range and can offer you experienced service and support. If you're a regular online shopper, you'll appreciate just how important this is (particularly if something goes wrong or you need help!) Click here to read some of the emails we have received from our customers.
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