Straightforward answers about ordering, delivery, repeat supplies and returns.
Ordering & payment
Can I order as an individual or a small business?
Yes. We supply individuals, tradespeople, small businesses, care providers and public-sector organisations. You can buy online without applying for a trade account.
Are your prices inclusive of VAT?
Prices are shown inclusive of VAT by default. Use the VAT switch to compare prices excluding VAT. VAT, where applicable, is included in the amount payable at checkout.
Do you accept NHS and government purchase orders?
Yes. Email your purchase order to sales@industracare.com, including product codes, quantities, delivery address, billing details and your PO number. You can also add a PO reference in the basket. Entering a reference does not automatically approve credit terms; our team will confirm payment arrangements. Purchase order information.
Can I get a VAT invoice?
Yes. If you need a VAT invoice or cannot find your invoice email, contact support@industracare.com with your order number and we will help.
Can you quote for a larger order?
Yes. Use our bulk quote form with the products, quantities and delivery postcode. For products with quantity discounts, any available savings are shown on the product page or in your basket.
Delivery & stock
When will my order be dispatched?
For products held in our own stock, order before 3pm Monday to Friday for dispatch that working day. Orders placed after 3pm are normally dispatched the next working day. We do not dispatch or deliver on bank holidays.
Do you offer next working day delivery?
Yes, for eligible in-stock products and delivery addresses. Select an available next working day service at checkout. Monday to Friday are working days, excluding bank holidays. Manufacturer-direct products, including GPC and Moravia items, follow the lead times shown on their product pages.
When is delivery free?
Free delivery is available on qualifying baskets of £50 or more, including VAT, to eligible UK mainland addresses. Product, postcode and service exclusions can apply. The basket shows your progress towards the threshold; checkout confirms the delivery options available for your order.
How much does delivery cost?
Available services and their charges are shown at checkout for your basket and delivery address. Premium timed and weekend options are only available where offered.
Why can products in one order arrive separately?
Some products come from our warehouse and others are dispatched directly by a manufacturer. These can arrive in separate deliveries and have different lead times. Please check each product’s delivery information before ordering.
How do I track my order?
Check your dispatch email for tracking information where a tracked service is used. If you need help, email your order number to support@industracare.com.
Does the stock figure refer to individual items or packs?
Stock is shown for the selected product variation in the selling unit stated on that product page. If a product is sold as a box or pack, a quantity of one means one box or pack. Please check the pack size before ordering.
Repeat orders & product help
Can I set up regular deliveries?
Where a subscription option is available on the product page, choose it and select the frequency that suits you. Review the recurring price, delivery charges and terms before checkout. One-off ordering remains available. Subscription information.
How do I change a subscription?
Use the subscription management link provided with your subscription emails to view the options available for your plan. Make changes before the next order is processed. If you need help, contact us with your subscription or order reference.
How do I choose a refill, accessory or replacement part?
Check the product code, size, model and manufacturer’s specifications against the item you already have. Similar-looking products are not always compatible. If you are unsure, contact us before ordering.
Can you help with a medical pulp macerator?
Yes. Visit our macerator page for the Vernacare Vortex Air+, pricing and installation information. Use the quote form on that page to discuss your requirements.
Returns & support
How do I request a return?
Email support@industracare.com with your order number and the items you wish to return. Contacting us first helps us provide the correct return address, especially for manufacturer-direct items. Read our returns and refunds page for time limits, charges and your consumer rights.
What if an item is faulty, damaged or incorrect?
Contact us as soon as reasonably possible with your order number, a description of the problem and photographs if available. We will help arrange the appropriate remedy. Change-of-mind restocking and collection charges do not apply to goods that are faulty, damaged on arrival, incorrect or not as described.
How can I contact you?
Email support@industracare.com for order or product help, or visit Contact us. Our team’s working hours are Monday to Friday, 8am–4.30pm, excluding bank holidays.
Email support@industracare.com and include your order number if you have one.