FAQ

Yes, we deliver Australia-wide. Choose Standard or Express at checkout, and Standard shipping is free on orders over $139. Our shipping information page has the current rates and delivery estimates by state.

We aim to despatch in-stock orders placed before 1pm AEST the same business day. From there it depends on where you are: Victoria is usually 3 to 5 business days on Standard, other states a little longer, and Express is quicker everywhere. You will get a tracking link by email as soon as your order is on its way.

Delivery times are estimates, not promises, because the couriers set the routes. Our shipping information page has the estimate for your state.

Yes. Every order ships in plain packaging with nothing on the outside to say what is inside.

Not as a standard service. We deliver to every state and territory in Australia, but not overseas. If you need an order sent internationally, call us on 03 5443 2239 and we will quote it for you.

You can do both. Call us on 03 5443 2239 or email sales@comfortfirst.au and we will have your order ready to collect from our East Bendigo warehouse at 205 Murphy Street, Monday to Friday 9am to 5pm AEST. You are also welcome to come in, see the range and talk to the team.

Yes. Call 03 5443 2239, Monday to Friday 9am to 5pm AEST, and one of our team will take your order and answer any questions. Plenty of our customers prefer it.

Measure your waist, not your hips. Run a tape measure around your waist at the point where the product will sit, snug but not tight, and match the centimetres to the chart on our sizing guide. If you fall between two sizes, try the smaller one first.

Not sure? Request a free sample and try before you buy, or call us and we will help you choose.

If it is your first order with us and the size is not right, we will swap it. That is our size guarantee: one free size swap, on your first order, within 30 days of delivery. Call or email us, we will confirm the right size, and the replacement comes to your door at no cost to you.

For other returns, unopened packs in their original packaging can be returned within 30 days of delivery. Email or call us first so we can approve the return; return shipping is at your cost. For hygiene reasons, opened continence products cannot be returned unless they are faulty. This does not affect your rights under the Australian Consumer Law. Our refund policy has the full details.

One product in your size: pull-up pants in Medium or Large, or wraparounds (slips) in Small to XL. Fill in the form on our free trial page and we will post a sample pack to you at no charge, one sample pack per person. Once you have tried it, we will get in touch once, by phone or email, to hear how it went.

Yes. Our subscription plans deliver your Comfort First products every month, every two months or every quarter, with free shipping on every plan. You can change or pause your plan at any time from your account.

Yes. Comfort First is the continence care brand of Australian First Aid Distributions Pty Ltd, a registered NDIS provider. The registration is held in the name Australian First Aid Distributions Pty Ltd, so search that name if you want to check it on the NDIS Commission provider register.

Yes. We work with self-managed, plan-managed and agency-managed plans. Where your plan includes continence supports, they are usually funded from the Consumables category of your Core Supports budget; your plan manager or ndis.gov.au can confirm what your plan covers.

To get started, download the service agreement from our NDIS page, fill it in and email it to sales@comfortfirst.au, or call us and we will walk you through it.

Yes. Support coordinators, plan managers and carers regularly order on behalf of participants. Email the order and the participant's service agreement to sales@comfortfirst.au, or call us on 03 5443 2239 and we will set it up.

Yes. The Continence Aids Payment Scheme (CAPS) is paid by Services Australia directly to the eligible person, not to a supplier, so you can spend it with whichever retailer you choose, including Comfort First. Order online or by phone as usual; there is no paperwork on our side. Our CAPS guide explains who is eligible and how to apply, and Services Australia has the current details.

Yes. If you receive Support at Home, the program that replaced Home Care Packages in November 2025, we can supply your continence products. Check with your provider that they are in your care plan, then call us on 03 5443 2239 and we will talk you through the options.

Online: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay and Shop Pay. Bank deposit is also fine, and we despatch once the payment has cleared. In store we take all of the above plus cash. Approved businesses and organisations can also pay on account.

On-account terms are for businesses and organisations. Email sales@comfortfirst.au to apply. The first order is paid up front, and once your account is approved you can choose On Account at checkout for the orders that follow.