Medtronic Australasia Pty Ltd.
97 Waterloo Road North Ryde, NSW 2113
Phone: 1800 777 808

MiniMed eShop FAQ

MiniMed eShop Overview

What is the MiniMed eShop?

The MiniMed eShop is a great online destination to buy products related to the management of diabetes. On the MiniMed eShop, you can:

  • Browse and purchase a range of items including Sensors, Infusion Sets, Reservoirs, Cases, Pouches and lots more;
  • Order your supplies at any time - day or night - using your credit card;
  • Subscribe to deals, giving you savings & convenience with regularly scheduled shipments;
  • Update and maintain your personal contact information;
  • Create alternate shipping addresses for orders;
  • Check the status of a pending order;
  • Download tax invoices; and
  • Re-order previously processed orders via Order History, for quick and easy checkout

How can I get in contact with someone at Medtronic?

Our Customer Service Team is here for you on 1800 777 808 (select option 2) toll free within Australia Monday - Friday from 9AM – 5PM (AET). Alternatively, you can email: australia.diabetes@medtronic.com

If you urgently need to contact Medtronic in relation to faulty insulin pump or CGM device, please call our 24/7 Global Help Line on 1800 777 808 (select option 1).

Account Creation and Maintenance

I’m already a Medtronic Diabetes customer in Australia – how do I activate my account on the MiniMed eShop?

The easiest way to activate your MiniMed eShop account is by registering here.  

To activate, you’ll need to know:

  • your Customer Number;  and either
  • Date of Birth; or
  • Email Address.

Your customer number can be found on any Medtronic invoices you may have received.

If you are unsure of your Customer Number, or the email address we have on file, please contact our Customer Service Team on 1800 777 808 (select option 2).

I’ve already signed up for a Medtronic eShop, will that login still work?

Sorry, no. If you signed up for Medtronic’s old eShop before March 20th, 2016, that login will no longer work.  You will need to register for the new MiniMed eShop to purchase further products.

I’m new to Medtronic Diabetes in Australia – how do I create an account?

The easiest way to register for the MiniMed eShop is to register here.

You can either register as the Pump User or a Guardian. Registration should not take any longer than 10 minutes. Once submitted, account activation can sometimes take five minutes to process – you will be emailed once your account is ready to use.

How can I update personal or contact information?

Once logged into the MiniMed eShop, simply navigate to My Account. In My Account you’ll be able to change all of your personal details, phone number, email, residential and shipping addresses as well as credit card details.

If you are currently subscribed to a Deal, you will be able to change the shipping address of any future shipments. You will also be able to update credit card information for future shipments.

I have forgotten my password or email

Resetting you password is simple and can be done using the prompts on the Sign In link in the Minimed eShop. You will be emailed a link to reset your password.

If you have forgotten your email address, please contact us on 1800 777 808 (select option 2).

Ordering, Re-Ordering and Billing

How do I buy products on the eShop?

Purchasing products has been made easy for you. Simply find the product, select the quantity and add to cart. To buy the product(s) you’ll need to view the cart, confirm the order, shipping details and pay using your credit card.

Please note, in order to complete the purchase you’ll need to be signed into the MiniMed eShop and ensure your profile is fully complete. If you require any help, you can all our Customer Service Team on 1800 777 808 (select option 2).

Already on an existing CGM subscription plan?

Your products will continue to be delivered as normal. Once your current subscription has expired, we’ll email you with instructions of how to start a new subscription deal using the MiniMed eShop. 

What happens if I bought a product from an old Medtronic eShop before March 20th, 2016?

Don’t worry - your order will be fulfilled as normal. But, to order future products, you’ll need to register for a new account on the MiniMed eShop.

How do I re-order an item previously purchased on the MiniMed eShop?

  1. Sign in to the MiniMed eShop and visit View Order History
  2. Select the previously completed order you wish to re-order
  3. Click on re-order on the right  (underneath the ‘order amount’)
  4. All products of the previous order will be copied to your Cart
  5. You can modify the Cart and change the order quantity, delete a product and/or add different products as appropriate.
  6. Proceed to check out!

How can I set a reminder to re-order stock in the future?

Would you like us to remind you of your next order? Simply:

  1. Sign up for the reminder service on the order confirmation after you have completed an order
  2. Select the date you would like to receive the reminder e-mail. We recommend that you place your next order for when you’ve opened your last box of supplies. For example: if you’ve ordered up to three months of supplies, we recommend you place your next order after two months.
  3. You can sign up for reminders after each order – this will be a one-time reminder service
  4. On the date you have selected - you will receive an email from Medtronic

Please note – if you have ordered a Deal, you will be automatically sent a reminder email after the last shipment of your order has been dispatched.

What happens if my order is on backorder?

Sometimes it does happen we run out of stock. If this is the case, we will contact you. If you have placed an order with multiple products of which a subset is not available, we will supply you with the items that are in stock. Such deliveries will include a delivery note, informing you of the products on backorder.

How can I get a tax invoice?

To download a tax invoice, you can sign into the Minimed eShop and navigate to Order History. Simply find the relevant order, and download the tax invoice PDF. Alternatively, you can all our Customer Service Team on 1800 777 808 (select option 2).

What payment methods do you accept?

We accept the three most popular credit card types: Visa, MasterCard and American Express. At this point, we don’t accept any other methods of payment on the eShop.

I have a Promotion/Gift Code – how can I use it?

During the checkout process, on the payment page, you’ll be able to enter the promotion/gift code before you are prompted to enter Credit Card details. Within the item summary, you’ll be able to see the applied discount.

Shipping and Deliveries

Is shipping free?

Yes! All orders regardless of price have no additional shipping costs.

How long will it take to deliver my order?

Please allow up to 5-7 business days for your order to be delivered. Items will be despatched from our Sydney warehouse – so depending on your location in Australia, you may receive goods faster than this.

If your item is out of stock or on backorder our Customer Service Team will contact you.

What happens if I’m not at home to receive my order?

If you need to rush out and can’t be there to receive the goods - don’t worry! AusPost will take your goods to the nearest post office – you’ll be notified by email and you can collect the goods at a time that’s convenient for you.

We recommend you provide a residential or business address which you can normally receive items on Monday-Friday, 9-5pm.

How do I check the status of my order?

If you’ve received a delivery notification email from AusPost, then you can be assured your goods are on the way. If not, the easiest way to check the status of your order is by signing in to the MiniMed eShop. Once you have signed in, click on the Order History tab.

Your Order Status will show one of the following:

Order Status

 Explanation

Order Submitted

Your online order has been submitted to Medtronic (you will also receive an email confirming this)

Order Received

Medtronic has received your order

In Progress

Medtronic is working to fulfill your order

Shipped

Your order has departed our warehouse and is on its way to you via AusPost (you will also receive an email confirming this). After shipment from our warehouse, you will receive various status update emails from AusPost

 

How can I track the delivery of my order?

Once your goods have been dispatched from our warehouse you will receive order-tracking emails from AusPost (our courier partner). You can view the expected delivery date and see the delivery status by clicking on the link contained in the AusPost emails. Please ensure your eShop email address is current and valid, otherwise you will not receive any important tracking emails from AusPost.

If you’re yet to receive an email from AusPost, please check your MiniMed eShop account under Order History to see the status (see above). If you are still unsure, you can all our Customer Service Team on 1800 777 808 (select option 2).

How can I change my shipping address after I have received an email notification from AusPost? Do you deliver to a PO Box?

If you would like to change your shipping address you will need to contact AusPost directly. This includes being able to change your delivery address to a PO Box. Medtronic cannot guarantee an alternate delivery address can be arranged – this is at the discretion of AusPost.

Please note – all orders in the MiniMed eShop must contain a physical home or office shipping address. Changing your delivery to a PO Box can only be done direct with AusPost (after they have sent you a tracking email).

I want to ship goods overseas – can you send items outside of Australia?

Sorry, no. We can only send items to Australian addresses.

Deals and Exclusive Deals

What are Deals and Exclusive Deals?

By purchasing one of our subscription deals (a Deal), you can reduce costs significantly compared to purchasing standalone product. There are a range of deals on offer – varying in product, discount and time period. Simply order the Deal that suits your needs and your credit card will be debited as the boxes are shipped.

Exclusive Deals are purely limited to individual patients. These Deals have been pre-arranged with a Medtronic representative, and can only be purchased if you are signed in to into the MiniMed eShop.

How do I find Deals (e.g. Sensor Subscriptions)?

Simply navigate to the Deals menu and find the category you are after. When you have found the Deal, you can then view all the Deal details including products, pricing, discounts as well as the shipping and billing schedules.

I’ve been advised by Medtronic to view an Exclusive Deal – how do I find it?

If you have been offered an Exclusive Deal, you’ll be able to find it by clicking on the Deals tab. Simply find the Exclusive Deal and purchase by adding the Exclusive Deal to your cart. Please note – in order to view any Exclusive Deals you’ll need to sign in to the MiniMed eShop.

If you are having any difficulties or an Exclusive Deal is not showing, please call our Customer Service Team on 1800 777 808 (select option 2).

Can I change my shipping address for a future delivery?

Yes! Simply navigate to My Deals via My Account. Expand the relevant deal details to Modify/ Add a shipping address for your future deliveries.

Can I change my credit card details for future billings?

Yes! Simply navigate to My Deals via My Account. Expand the relevant deal details to Modify your card details for future billings.

Can I cancel a deal that I’ve subscribed to?

If you would like to cancel a Deal, please call our Customer Service Team on 1800 777 808 (select option 2). Please note - cancellation charges may apply.

Returns, Refunds and Exchanges

What is your returns and exchanges policy?

There may come a time you will want to return a device or product that does not meet your needs. If a product or device, purchased directly from Medtronic Australasia, needs to be exchanged or returned, please contact our Customer Service Team on 1800 777 808 (select option 2) or email rs.anzsyddiabetes@medtronic.com.

When attempting to make a return, it is important that the product:

  • Should be unopened, undamaged, be carefully stored and in the original packaging; and
  • Was supplied by Medtronic and shipped to you within the last 90 days.

Please review the full Terms and Conditions of Sale.  Medtronic may refuse to accept goods that have been returned without prior consultation by telephone.

What is the process for a return or exchange?

If your product meets the guidelines of our return policy (above):

  1. Call the Customer Service Team to discuss the matter on 1800 777 808 (select option 2) toll free within Australia Monday - Friday from 9AM – 5PM;
  2. Have any product and purchase information ready (for example, order number or serial number);
  3. Once your request is approved, we will send you a prepaid shipping label to return the stock;
  4. As soon as returns are received, all articles will be checked by Medtronic for their saleability (should the goods not be reusable, Medtronic reserves the right to destroy them without providing compensation. They will not be returned to you); and
  5. A refund will be issued to your account. Or in case of exchange, the new item(s) will be shipped to you. 

Can I return items with a limited shelf life, like Infusion Sets or Reservoirs?

Products with a remaining shelf life of over six months will be refunded in full if the goods are undamaged and are returned to Medtronic without delay. If the product has a remaining shelf life of less than three months, it will be deemed to have expired, and no refund will be issued and the goods will not be exchanged.

Can I return Glucose Sensors?

Due to the chemical nature of Glucose Sensors, special care and handling is required.  Due to the temperature sensitive nature of sensors, they are not returnable or refundable.

Sensors have a short “shelf-life” so please keep this in mind when deciding how many to order.  Medtronic recommends ordering no more than a three month supply. 

Sensors are sensitive to extreme temperatures, so please ensure someone is available to receive the order.  Refer to the instructions for use included with the sensors for specific information regarding storage.  

What happens if my product is faulty?

Please call our 24/7 Global Help Line on 1800 777 808 (select option 1).

Our Global Support Team will troubleshoot the issues you are having and should the product be found to be faulty, and be within the relevant warranty period, a replacement will be provided to you. Our Global Support team will then advise you on the return of the faulty product and make arrangements with you for this return.

My product contains a needle – how do I return the product safely?

Needles cannot be returned to Medtronic. If possible, please remove any needles from a given product prior to return, unless doing so poses a risk to you (for example, if you have a needle trapped inside an inserter.)  Should a needle be required to be returned please contact the Diabetes Support Services Team on 1800 777 808 and we will organise a courier pickup.

Do warranty periods apply?

Medtronic warranties only apply to Insulin Pumps, Transmitters, Infusion Sets, Reservoirs, iPro2 and CareLink USB’s. Warranties do not apply to other items such as batteries, glucose sensors and accessories.

For more information on warranties and warranty periods, click here.