Frequently Asked Questions
CWU Assistive Tech Hub FAQs
We’ve answered some of the most common questions our customers ask. If you don’t find what you’re looking for, please contact us.
GENERAL
CWU Assistive Tech Hub offers quality assistive technology and mobility equipment throughout Australia. Our Showroom is in Melbourne Victoria Australia. We help individuals, families, carers, and healthcare professionals access reliable, affordable and user-friendly products — whether you’re an NDIS participant, Aged Care Participant or simply need extra support at home.
📍 Office: 1/57 Willandra Drive, Epping VIC 3076
📞 Phone: 0478 637 760
📧 Email: info@carewithus.com.au
No — anyone can buy from us! We’re open to the public as well as NDIS participants and Aged Care Participants. Simply browse and order
Yes — we have a showroom in Victoria where you can book a face-to-face consultation, try out equipment, or arrange a home visit across Victoria. Contact us to book a trial or organise delivery.
Absolutely! We offer home trials for selected products, including mobility scooters and wheelchairs, in Melbourne and regional Victoria. Get in touch to book a trial.
NDIS
Yes — we’re a Registered NDIS Provider and support self-managed, plan-managed, and NDIA-managed participants.
This depends on how your plan is managed:
- Self-managed: Buy directly and request a tax invoice for your claim.
- Plan-managed: Request a quote to send to your plan manager.
NDIA-managed: We can claim payment directly and deliver your equipment.
Yes — our team can guide you to choose equipment that fits your funding and personal needs.
DELIVERY
We offer:
- Standard set-up and delivery across Victoria and Australia
- Metro Pre-Assembled Delivery for eligible areas (assembled by our team)
- Home trials & setup in Victoria
- Delivery across AustraliaDelivery options and fees are shown at checkout.
Delivery costs vary by location, product type, and delivery method. The fee will be reflected on the quote.
Yes — You can collect from our Showroom in 1/57 Willandra Drive Epping Melbourne Vic.
You’ll receive an order confirmation with an estimated delivery date. For Pre-Assembled Delivery or home trials, we’ll contact you to arrange a suitable time.
Most of our products arrive fully assembled. Standard delivery items may be flat-packed or partially assembled, with clear instructions.
You’ll get an estimated delivery timeframe when your order is confirmed. For updates, just contact us with your order number.
No — we currently deliver only within Australia.
SHIPPING INFORMATION
We offer standard shipping, Metro Pre-Assembled Delivery in select areas, and home trials with setup where available. Options depend on your address and products ordered — all discussed during the initial stage of product enquiry.
No — you can call or send us an email to place the order.
PAYMENT
We accept VISA, Mastercard, bank transfer (for quotes/invoices), and payments through Government Funding such as (Aged Care, NDIS, SWEP etc).
Yes — full payment is needed at checkout for standard purchases. Exceptions are made where required.
We don’t offer third-party BNPL atm. We do accept payment plans through your bank.
Yes! contact us directly through email or number with your choice of product and we will form a quote for you.
ORDER PROCESS
To buy outright, Browse our range, call, email us directly or visit our Showroom in Epping Melbourne Victoria. For NDIS, Aged Care or other Government Funding orders, simply request a quote and we will assist you in completing the trial and information required for Assessment. We will work with your OT and advocates to help you access the CWU assistive technology.
CUSTOMER SUPPORT
📞 Call 0478 637 760
📧 Email info@carewithus.com.au
Or visit us by appointment at our Victoria showroom, 1/57 Willandra Drive Epping Melbourne Vic 3076 — we’re here to help!
Our CWU (Care With Us) Assistive Technology Professionals are experienced advisors who help you find the right equipment for your needs. We provide expert advice, trials, delivery, and setup assistance.
WARRANTY & RETURNS
All products come with a warranty. Warranty periods vary — check the product page or ask us.
Contact us directly. We’ll arrange a repair, replacement, or refund according to our policy.
We accept returns for:
- Faulty or damaged products
- Wrong items sent
- Change-of-mind returns within 7 days (item must be unused and in original packaging — restocking fees may apply)
- Return policy applicable on specific products only
Please note: Mattresses and hygiene items can’t be returned for change-of-mind due to health regulations, unless faulty.
We provide trade in Option on our Mobility Aids such as Wheelchair, Walker and Mobility Scooter.
Still have questions?
We’re here to help — call us on 0478 637 760 or email info@carewithus.com.au.
Shipping Information
We offer a variety of shipping options depending on your location and the size of your order. You can see available options by selecting your state and postcode during checkout. Our main carriers include reliable services like ______, ensuring timely delivery.
Once your order is placed, you will receive a confirmation email containing a tracking link. This link allows you to follow the real-time progress of your shipment until it reaches your doorstep.
An account is not required to place an order with us, but having one can make the checkout process faster and more convenient by securely storing your address and payment details for future purchases.
Payment
We accept all major Visa and Mastercard payments. Additionally, you can opt for flexible payment plans through zipMoney, allowing you to spread the cost of your purchase over time.
Yes, the full order value must be paid at checkout. Orders are processed only after full payment is received.
Delivery
The delivery fee is calculated based on the size of your order and your location. During checkout, you can choose from several options, including basic delivery and in-store pickup for local customers
Once your order is received, it is promptly picked and prepared for shipping from our warehouse. If there are any issues, our customer service team will contact you directly by phone
While many items are shipped assembled, some larger or more complex items may require assembly upon delivery, especially if shipped outside our local area. Please contact our customer service team if you need specific details about assembly requirements
Order Process
- Verify Your Cart: Check the items in your shopping cart. Adjust quantities as needed and proceed to checkout.
- Enter Checkout Details: Fill in your shipping, billing, and payment information. Review your order before finalizing it.
- Review and Place Order: Confirm all details and submit your order. You’ll receive an online receipt and a confirmation email with your order details.
- Track Your Order: Use the provided link in your confirmation email to track your order’s progress.
Customer Support
Our dedicated customer support team is ready to assist you with any inquiries. Feel free to email us or call our support line for prompt assistance.
Our team comprises skilled assistive technology specialists who are experts in recommending and prescribing the best solutions for your needs. Meet our team or visit one of our showrooms to experience our products firsthand.
Thank you for choosing CWU Assistive Tech Hub. We are committed to providing you with exceptional service and the best in assistive technology solutions.