Online Help

Please login to enjoy your exclusive member area!

If this is your first visit, you need to reset your password OR register your email address below.

Not a member? JOIN NOW to access exclusive member benefits!

Having trouble? Visit our Online Help section

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Online Help

Welcome to the Diabetes Victoria website. Please browse our Frequently Asked Questions below by category.

Frequently Asked Questions

Shop

Shop closure

As a result of changed arrangements for the distribution of NDSS products, Diabetes Victoria advises a number of changes.

Diabetes Victoria shop:
The Diabetes Victoria shop in Elizabeth Street will close on Wednesday 29 June. The nearest community pharmacy at which you can purchase NDSS products is on Elizabeth Street at the entrance to the Queen Victoria Market precinct.
Diabetes Victoria online shop:
NDSS products will no longer be available via our online shop from 5pm at Tuesday 28 June. All regular Diabetes Victoria products will continue to be available from the online shop after Friday 1 July.

Diabetes Victoria apologises for any inconvenience.

How do I log in?

You need to register to use the online shop. After you have registered, LOG IN and select SHOP from the menu.

Are you a member of Diabetes Victoria?

Members of Diabetes Victoria need to LOG IN using your email address.
If you don't have an email address registered to your account, register it here.
If this is your first visit, you will need to set your password.

Not a member of Diabetes Victoria?

If you are not a Diabetes Victoria member, please register your details. Don't forget - members of Diabetes Victoria receive 25% off. Join now!

I didn't receive an email to verify my details, why?

There may be some delay in receiving your email. Please wait 15 minutes and if you have not received an email after this time, please contact the helpine on 1300 437 386.

What is the password policy?

Passwords must be at least 8 characters long and contain 1 number and 1 letter (minimum).

How do I find a product?

Use the search bar at the top of the page to locate products. If you know the SKU then you can use that. Alternatively, you can search by brand or any key words.

How much is postage?

Postage is free within Victoria.
For interstate orders, postage is:

Order value $0.00 - $49.99 = $10.00 postage
Order value $50.00 and above = $20.00 postage

How long is delivery time?

Orders are processed and dispatched within 7 business days. You will receive confirmation that your order has been shipped via email.

How do I order publications?

Can I receive a refund?

Diabetes Victoria will accept returns of Diabetes Victoria products within 10 business days with proof of purchase. Original products must be returned by customers before replacements are issued for products that are faulty, received in a damaged condition or delivered incorrectly. Products must be in acceptable condition and Diabetes Victoria must be contacted prior to the products being returned.
Due to health reasons, the following products cannot be refunded or returned under any circumstance:

blood testing monitors
lancets
lancet devices

What discounts am I entitled to?

If you are a member, you will receive 25% off Diabetes Victoria products.

I am a health professional ordering publications. Do I need to register?

Yes, to use the shop you need to register. As a health professional, you are not required to enter NDSS number or concession card numbers.

Membership

How do I login to the member area?

If this is your first visit, you need to register your email or set your password.

If you have been here before, please use the email address and password you set on your last visit.

What is the password policy?

Passwords must be at least 8 characters long and contain 1 number and 1 letter (minimum).

What if I don't have an email address?

To access the exclusive member area, book events online or make a donation, you will have to provide an email address. Email addresses are a unique way of identifying our users.

How do I reset my password?

Go to LOGIN and select Reset Password. You will have to provide your email address to verify your account and reset your password.

I tried to register my email address but was not able to. Why?

Your email address may already be registered to another account. Call our Helpline on 1300 437 386 to confirm your details.

Can I renew my membership online?

Yes. Log in to the member area and select RENEW NOW if your membership is expiring within 90 days or has already expired.

How can I update my details?

Log in using your email address and password provided. Then click the 'My Profile' link on the top left to update your details.

Fundraising

How do I become a community fundraiser?

If you would like to be a valuable part of our community fundraising, complete the Become a fundraiser form and we will be in touch with you shortly with more information and support.

I would like to make a donation. Where do I go?

You can make a secure donation online by visiting our donation page.

I've made a donation. Where is my receipt?

A receipt is emailed to you once your donation has been processed. If you have not received a receipt, call the Helpline on 1300 437 386 to arrange for a new receipt to be sent to your email address.

I would like to become a regular donor. How can I be part of your regular giving program?

Visit our regular giving page to find out more about joining our regular giving program, Friends of the CEO, or call 1300 437 386.

Collection Business

How do I book a clothing collection?

To book a collection for pre-loved clothing and other items visit our online booking form and complete your details. Once you have provided your address you can select a collection date.

Events

How do I book an event online?

Not all events can be booked online. Select your events and if there is a booking form at the bottom of the page then you can use the online booking system. If not, call the Helpline on 1300 437 386 to book.

Can I also book for a friend / family member?

You can bring a guest to some of our events for a small cost. To find out more, look at the 'non-member' fee on the event information page.

How do I get membership discount on events?

If you are a member, make sure you log in before you book into an event. If you don't want to log in, provide as many details as possible so that we can locate you in our system and give you the correct discounts.

Publications

Looking for information sheets or Diabetes Victoria resources?

Resources can all be found by clicking on HOW WE HELP > RESOURCES. All resources found here can be downloaded in PDF format.

Where can I order hard copies of the information sheets and resources?

The publications shop has moved. They can now be found in the new online shop. To access, click on the SHOP tab in the top right corner. You will need to register your details to access the shop.