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Yes. With a large range of medical, mobility and rehabilitation equipment available, it isn’t always easy to know which product is most suitable. Contact the IMG team if you would like assistance identifying products that may suit your requirements.

Where appropriate, IMG can also work with clinicians and healthcare professionals when equipment assessment or clinical guidance is required.

You can use the product search at the top of the website or browse products by category. Product pages include available specifications, options and other information to help you compare products.

If you cannot find what you are looking for, contact IMG and the team can assist.

An IMG account makes it easier to manage your details, view previous orders and return to the website for future purchases.

Some purchasing arrangements, including NDIS-funded orders, require you to create or log in to an account so that IMG can correctly manage your order and funding information.

Yes. Website prices are displayed in Australian dollars. GST is applied according to the GST status of the individual product.

Some specialised products may require further information before pricing or supply can be confirmed. Contact IMG if a product requires a quotation or if you need pricing for a particular equipment configuration.

IMG provides delivery options for orders throughout Australia. The available method and cost will depend on the products being ordered, their size and weight, and the delivery location.

Shipping options available for standard orders will be displayed during checkout.

Delivery costs vary depending on the order and destination. Standard shipping options are calculated through the online store where available.

Bulky, heavy or specialised equipment may require additional freight arrangements. IMG will contact you if additional delivery arrangements or charges need to be confirmed.

Where collection is available, you can arrange to collect your order from the IMG showroom. Please wait until IMG confirms that your order is ready before attending for collection.

Where tracking is provided by the freight carrier, tracking information will be sent once your order has been dispatched.

For large equipment or deliveries arranged directly by IMG, the team may contact you separately regarding delivery arrangements.

You will receive confirmation that your order has been received. IMG will then process the order according to the selected payment, delivery and funding arrangements.

Some orders, particularly funded, specialised or bulky equipment orders, may require IMG to contact you before the order can be finalised.

Available payment methods are displayed during checkout and will depend on the type of order being placed.

Certain funded or approved account purchases may use a pay-later or invoicing process rather than requiring immediate online payment.

Yes. IMG supports NDIS participants using different funding arrangements.

For online purchases, create or log in to your IMG account, add the required products to your cart and proceed through checkout using the applicable NDIS payment option. No immediate payment is required where the NDIS Pay Later option applies.

IMG will contact you after the order is submitted to confirm the applicable funding and payment arrangements.

IMG may require its NDIS Program Description and Participant Service Agreement to be completed as part of establishing your NDIS funding and service arrangements.

The agreement can be downloaded from the NDIS section of the website and, where applicable, from your account or order information.

IMG works with eligible Department of Veterans’ Affairs clients through the Rehabilitation Appliances Program (RAP). Equipment generally needs to be assessed or prescribed through the appropriate DVA process by an authorised healthcare professional.

IMG supplies approved equipment through Queensland’s Medical Aids Subsidy Scheme (MASS). Healthcare professionals can refer to IMG’s MASS information and approved product range when arranging equipment.

Contact IMG before placing the order. The team can help explain the IMG purchasing process for NDIS, DVA and MASS and direct you to the appropriate information or forms.

Returns depend on the product, the reason for return and its condition. Please contact IMG before returning any goods. Some products cannot be accepted for change-of-mind returns due to hygiene, safety, special-order or other requirements.

Contact IMG as soon as possible with your order details and information about the issue. IMG will assess the problem and provide instructions regarding the appropriate next step, including return arrangements where required.

Customised, specially procured and certain non-stock products are generally not accepted for change-of-mind returns. This does not affect rights that may apply where goods are faulty, damaged or incorrectly supplied.

Yes. IMG provides equipment hire for customers who need equipment temporarily, including during recovery or while longer-term equipment arrangements are being made.

Extensions may be available depending on the equipment and existing hire arrangements. Contact IMG before your current hire period expires to discuss extending the hire.

Delivery and setup may be available depending on the equipment and location. Contact IMG or submit a hire enquiry so the team can confirm availability, costs and arrangements.

Yes. IMG provides repair and maintenance services for medical and mobility equipment, together with equipment maintenance programs and asset assessment services.

Complete the Service & Repair request form with your contact details and information about the equipment. The IMG team can then review the request and contact you regarding assessment, servicing or repair arrangements.

Yes. IMG can assist with equipment servicing and maintenance requirements for healthcare facilities, including asset identification, condition assessment, scheduled maintenance and repair management.

IMG provides equipment trials primarily for Occupational Therapists and other clinicians who need to assess equipment with a client before proceeding with a purchase or recommendation.

The clinician can complete the online form before collecting the equipment, or an IMG team member can complete it with the clinician in the showroom.

The form records the clinician, client and equipment information so IMG has a consistent record of equipment being taken on trial.

Trial equipment is generally collected from IMG and taken by the clinician for assessment with their client, often within the client’s home. The applicable Trial Equipment Terms & Conditions must be acknowledged before equipment is taken on trial.

Depending on the functions enabled for your account, you can use My Account to:

• View previous and current orders.
• Manage your account and delivery information.
• Access information relating to purchases.
• Place future orders more quickly.
• Access relevant NDIS documents or information where provided.

Go to the IMG login page and select the Lost your password? option. Enter the email address associated with your account and follow the instructions sent to you.

Contact IMG Customer Support and provide the email address associated with your account. Do not send passwords or payment information by email.

Visit the IMG News & Advice section for product information, funding information and practical articles relating to medical, mobility and rehabilitation equipment.