Dispatch & Delivery Policy

At Glucology (IBD Medical), we ship diabetes management products Australia-wide, including CGM patches, insulin cooling bags, diabetes travel cases, Glucochews, diabetic socks, pump accessories and more.

This page explains our dispatch timeframes, delivery options, tracking, and returns for Australian customers.

Quick summary (AU)

• Dispatch time: Orders are typically dispatched within 1 business day (Mon–Fri).
• Tracking: Tracking is provided on all shipments.
• Free shipping: Available on Australian orders over $120.
• Support hours: Monday to Friday, 9:00am–5:00pm (Sydney time).
• Need help? Please contact our team via our Contact Us page.

Dispatch (order processing)

• Orders placed on business days are usually packed and dispatched within 1 business day.
• Orders placed on weekends or public holidays are processed the next business day.

If you need to update your delivery address or make changes, please contact us as soon as possible. Once an order has been dispatched, changes may not be possible.

Shipping rates & delivery times

Delivery timeframes are estimates and may vary due to carrier delays, peak periods and your location.

Once your order is dispatched, you’ll receive tracking details so you can follow your delivery.

International orders

International delivery estimates and costs are listed above. Please note:

• Delivery timeframes can vary by destination and local customs processing.
• Any duties, taxes or import fees (if applicable) are the responsibility of the customer.

Returns, refunds & warranty

At IBD Medical, customer satisfaction is our highest priority. If you are unhappy with your purchase or if your purchase is faulty, please reach out to us so we can replace the product, arrange a refund, or provide store credit.

Faulty returns (warranty)

All products come with a minimum 12-month warranty. If an item you have purchased from us experiences a fault, we will happily send you a replacement or refund you the value of the item, less shipping and handling.

Change of mind

All purchases can be exchanged or refunded within 30 days if unused. If you would like to replace an item with a different model, we simply charge or refund any difference in cost.

Processed refunds

Once we have confirmed your refund, we may ask that you send your purchase back to our office for review. If so, you will need to wait for us to receive and review your item before processing a return (average time is 2 business days).

How to request a return

1. Contact our team with your order number and a brief description of the issue.
2. We’ll confirm the next steps (including whether the item needs to be returned).
3. Once assessed, we’ll arrange a replacement, refund, or store credit.

Buying Glucology in Australian pharmacies

Prefer to shop in-store? Glucology products are available in over 700+ pharmacies across Australia, including TerryWhite Chemmart, Chemist Warehouse and many other retailers nationwide.

If you’re a pharmacy team member and would like to stock Glucology, please reach out via our Business Collaborations page or contact our team.

FAQs (delivery & returns)

Do you ship Australia-wide?

Yes — we ship across Australia, including metro, regional and remote areas.

Do you provide tracking?

Yes — tracking is provided once your order is dispatched.

How long do refunds take?

After we confirm your refund and (if required) receive and review the item, refunds are typically processed within 2 business days.

What if my item is faulty?

All products include a minimum 12-month warranty. Contact us and we’ll organise a replacement or refund in line with the policy above.

Contact

For delivery, returns or order help, please contact our team via our Contact Us page.