Shop Policies & FAQ
Can I use my NDIS funding?
Yes! In the checkout process, please provide the participant's name, NDIS number and email address for an invoice to be sent to. Then select the NDIS Invoice payment option and an automatically generated invoice will be sent to the email address provided. For more details on the NDIS Ordering process, please visit here. Unfortunately, we are not an NDIS provider.
Why hasn't my order been posted?
All orders must be paid for before they a posted. This also includes all NDIS orders whether they are paid via Self Managed participants or Plan Managers.
We do our best to have a 2-3 day turn around on orders that don’t contain any custom items or items that need added extras (such as Wheelchair Covers with waterproofing). We pack and process orders on a Monday, Wednesday and Friday. We endeavor to process all orders as quickly as possible but there are the odd occasions where life can throw us curve balls and the processing time
can be longer than anticipated. Please reach out to us if you are needing an update.
My NDIS Plan Manager has told me they have paid but I still don't have a shipping confirmation?
Generally, there can be a few days between when the invoice is showing as paid in the Plan Manager's participant portals/apps, to when it arrives to us. This is can be because the invoice is marked as paid by the Plan Manger and then their accounts team process the payments. If you are concerned at all, please reach out to us.
Why have I got an email saying my invoice isn't paid?
We hold all invoiced orders for strictly 2 weeks. After this time, we cancel the order and return the unpaid items to the website for others to purchase.
We send automatic reminders to all customers at 7 days and 14 days from the date the order was placed. These reminders give the customer an opportunity to follow up their payments before the orders are cancelled. We will do our best to contact you before the order is cancelled, but we can not guarantee this will always be the case.
Why is there such a long wait time for my order?
Our Custom Orders are not placed into the queue to be made until the order is paid for. Our items are handmade and this take time. Custom Orders are completed in and around our usual monthly items. Due to this, we advise it can be up to a 4 week turn around before Custom Orders are completed and sent. This also allows us time ensure your items are made to a high standard, source
fabrics if required, and most importantly helps give us time to attend medical appointments, therapy and if we have an unplanned emergency with our own special needs kids.
How do I care for my button pads?
Please ensure all items are washed before using and then after each use.
Items are machine washable; it is recommended to use a delicates bag when washing. Using detergents with optical brighteners may cause your items to discolour. Items should preferably be air dried. Machine drying is possible, though it may lead to the item losing shape or deteriorating faster than normal.
Tubie Fun (TM) takes no liability or responsibility in the use of our products, please use items at your own risk/discretion.
If you have any concerns or need more information, please contact us.
What is a button pad used for?
Button pads are designed to take the place of hospital gauze and are a fun, stylish and cost-effective way to help with tube feeding. The pads are used to absorb any leakage from the site and to keep the site clean and dry. They are also effective at helping reduce granulated tissue (extra body tissue that the body produces to heal over the open site) and to reduce the movement of the feeding tube. Because they are machine washable and are reusable, they help reduce with ongoing costs.
What size button pad is best for me?
When it comes to the size of the button pad you need, this can be very individual decision. Generally, the regular size are best for smaller children and those who do not leak a lot from your stoma site. The regular size is also a great option for those who wish to wear something more discreet. The Large size is a fantastic option if you have a lot of leakage and need the extra absorbency. They are also great if you prefer a thicker button pad or you would like a large design pattern on the pads.
Ultimately the decision is personal preference.
When should I use my button pads?
It is recommended to wait up to 6 weeks before using anything reusable around a newly formed stoma site.
How do I measure for the G Tube Belts?
The best way to measure for a belt is to measure around the whole tummy at the stoma site. If you do not have access to a tape measure, try using a towel around the waist making sure you note the start and end points. Lay the towel flat and measure from the start to the end point.
Where can I find the different options for my name label?
Please follow the link here https://bit.ly/3iuaK64 to see the colour options. When adding the name label to your cart, please provide the name for the label, and the font and background choices in the fields provided.
Do you ship outside of Australia?
Yes we do! Unfortunately, we do not currently ship to the United States or Canada.
Where are you located?
We are located on the southside of Brisbane, Queensland, Australia. If you are local we can accommodate local pick up
Can I pick up my order?
Yes, if you are local the Brisbane Southside, we can arrange for you to pick your order up.
Can I request a custom order?
Yes! You can request a custom order. Please send us an email at firstname.lastname@example.org or message us on Facebook or Instagram. Custom orders do attract an additional charge, please feel free to discuss this with us if required.
Can I request a rush order?
To request a rush order please contact us directly at email@example.com. Please be aware there is a rush fee of $50 that will apply to the order. A rush order time frame is shipped within 3 business days after payment is made.
Why did you not follow up my order?
As we are all in the world of special needs, our lives can become very hectic in the blink of an eye such as unexpected hospital admissions or medical changes. For this reason, we understand that situations can change quite rapidly. We choose not to follow up with customers on orders, unless necessary, as we do not wish to cause anymore stress to peoples lives if it can be avoided.
What’s your refund policy?
Due to the nature of our products, we do not accept refunds on change of mind. If you have an issue with your order, please contact us.