Customer Support
Ordering
Do I have to join a club to order from you?
No. The word "club" in Invizi means two things - firstly, you are not alone in your needs for continence management products and secondly that there are benefits if you choose to buy from us on a regular basis.
How do I know what to order?
No two people are identical, so your needs might be slightly different from the next person, so we've created a quiz to help guide you. Try the quiz here >
What forms of payment do you accept?
We accept all major credit and debit cards. We also accept most popular payment methods including PayPal, Afterpay, Zip, Cheque, Direct Deposit and NDIS payments.
Late fees, eligibility criteria and T&Cs apply. Afterpay Australia Pty Ltd Australian Credit Licence 527911.
Are you a registered NDIS provider?
Yes, we are a registered NDIS provider of continence products. If you wish to place an order using your NDIS package then contact us or choose "NDIS Payments" as the payment method during checkout. Please note that Subscribe & Save orders using NDIS packages need to be managed directly by us - so contact us and we'll place them for you.
Help - I forgot my password!
That's ok. Click on the "forgot your password" link on the login screen for help. We will email you a secure link that will allow you to reset your password.
If you've ordered from us before and not setup a password, that's also ok. Go through the process to reset your password to create one (you're sent an email as security) and you'll then be able to login and view your order history in full.
What if I order the wrong item?
We understand this can happen so we offer a 100% money back guarantee if for any reason you don't feel that what you've ordered is right for you.
What if my question isn't listed here?
We're here to help. Send us an email any time at hello@invizi.com.au or call us on 1800 86 11 99 between 9am and 5pm AET Monday - Friday excluding holidays. We also have live chat available via a button in the bottom right of your screen.
Delivery
Where do you deliver to?
We deliver Australia wide, straight to your doorstep. If you're browsing from outside of Australia and have a query about overseas delivery, please contact us.
How much does delivery cost?
We offer free delivery on all orders over $50. If your order is under $50, we charge a flat rate of $9.95.
How quickly do you deliver?
We dispatch our paid orders every weekday with a cut-off of 10am Sydney time. If your order is placed before 10am then we'll dispatch it from our warehouse same day. All deliveries originate in Sydney and typically take between 1 and 10 days to arrive depending on how far away from Sydney you are.
Subscribe & Save - Recurring Orders
What is Subscribe & Save?
Subscribe & Save is our optional recurring order service. For many customers they know what products work for them and they roughly know how many they need each day. With Subscribe & Save all you need to tell us is how many pieces of a product you need each day and our system works out how often we should send you a carton so that you remain stocked-up at all times.
How do I order with Subscribe & Save?
It's super easy! Simply browse to the product you want to order, click on the Carton option and then choose the Subscribe & Save option, then tell us how many pieces you need each day.
Click on "Add To Cart" and complete checkout like any regular order. Along the way we'll do the calculations for you and show you how often we propose to send you a new carton.
There are no surprises - and you get to save a further 10% on your orders with this option.
You can also give us a call to have our customer service team set it up for you.
I'm concerned you're going to keep sending me products and I won't be able to stop it
Don't worry - with Subscribe & Save, there are no commitments or contracts. You can cancel at any time either through your Account or by contacting us.
We'll also send you an email a few days before each shipment as a handy reminder before each delivery.
Can I change my Subscribe & Save Order?
Absolutely - you can change, skip, cancel or reschedule deliveries at any time via your Account or by contacting us.
You can also change your payment method, delivery address, delivery frequency, order quantity and so much more!
How can I pay for Subscribe & Save orders?
Subscribe & Save orders can be paid for by most credit cards, some debit cards, or by using PayPal. It is a smart automated system and it needs a payment method it can process electronically, so payment methods like direct deposit are not directly supported. We can support these other payment methods if you contact us directly.
Do I need to remember when my next orders are?
No. If you're concerned that an order will ship without you knowing then don't be. Our system will email you a few days before each order is due to be processed. That way you can choose to change the order (delay, skip, edit or cancel), the payment method or check to make sure that there are sufficient funds in the payment account before the date.
Can I order multiple items on multiple schedules?
Absolutely. Let's say you use 4 pull-ups a day and use a booster pad in one of those pull-ups every night. In the same order you can have different products with different delivery cycles. The system handles that. You'll receive both items on their required individual schedules. If you wish to, you could also place this as two separate orders.
