CLEARANCE/UNBOXED Heartway Easy Move

Do I have to register my mobility scooter or electric wheelchair?

As of March 2020, Queensland is the only state in Australia that requires the registration of electric mobility equipment that is to be used in public places. For more information regarding registration in Queensland, please refer to https://www.qld.gov.au/transport/registration/register/wheelchair.

Can I ride my mobility scooter or electric wheelchair on the road?

When using mobility equipment, you are classed as a pedestrian by law and all the same rules apply. You are not to drive on the road if there is a footpath available. If there is no footpath available, you are allowed to use the road and adhere to the standard road rules by sticking to the left.

Can I get my mobility equipment insured?

Yes, there are a range of companies that offer insurance for your mobility devices. Mobilize Me is not affiliated with any of these companies and does not sell insurance policies. We are aware of the following insurance providers RACWA (Western Australia), RACV (Victoria), RACQ (Queensland), NRMA (New South Wales), Blue Badge Insurance (nationwide), CGU Insurance (nationwide), SGIO (Western Australia) and Territory Insurance Office (Nothern Territory).

Will my product arrive fully assembled?

All products supplied by Mobilize Me will arrive in their original packaging, and some assembly will be required. All products requiring assembly will come with instructions. For further assistance on how to assemble your product, you can view our assembly instruction videos. For additional guidance, reach out to our support team.

Are you NDIS registered?

Yes, we are. However, most NDIS applications require OT approval justifications through trials. If you require a trial, please refer to the FAQ 'Am I able to test ride/trial a product?'

Am I able to test ride/trial a product?

While Mobilize Me does not have a physical location, we work closely with a network of trusted stores that carry our product range and will accommodate trials and test rides.

How do I access to servicing and parts?

We have an extensive network of trusted service agents around Australia to ensure that your equipment continues to function smoothly & reliably. Simply get in touch with us, and we will connect you with someone in your area.

Can I travel with my mobility scooter or electric wheelchair?

Yes, and it's free!. All portable and travel scooters available through Mobilize Me are well-suited for air travel and come with tested and certified batteries. For information on best practices, read our travel blog here.

Are scooters and wheelchairs TSA approved?

Yes, our mobility equipment is TSA (Transportation Security Administration) approved and models with lithium batteries are certified plane-safe.

What pressure should I pump my tyres to?

You can locate the maximum inflation pressure on the side of every tyre. So if it says 32 psi, the recommended pressure would be between 26 and 30 psi.

How can I get a quote from Mobilize Me?

Our website currently does not have an online quoting feature, but you can fill out our contact form here, and we will reply to your enquiry via email.

How much does a scooter or electric wheelchair cost to run?

Below we have compared the estimated running costs of running a mobility scooter vs a car.

Scooter vs Car (costs per year, @ 100kms per week)

• Registration: $500 (Car) v Nil (Scooter)
• Depreciation (over 5 yrs): $2000 (Car) v $600 (Scooter)
• Insurance: $1000-$1500 (Car) v $100-$200 (Scooter)
• Fuel: $500-$600 (Car) v Electricity: $50-$60 (Scooter)
• Servicing: $300-500 (Car) v $100 (Scooter)
• Batteries: $50 (Car) v $200-400 (Scooter, depending on the scooter. Lithium higher)

Are scooters safe?

Yes! Read our blog post on mobility scooter safety here.

Am I able to recharge my scooter's battery?

Yes, all of our scooters come with an inbuilt charging port and come standard with a compatible charger. All complimentary chargers are off-board units. Some products offer remote charging options which can be purchased as optional extras.

Is the battery power plug compatible with Australian power sockets?

Yes, all of our models come standard with an Australian AS/NZS 3112 three-pin plug.

Will the battery power plug work with New Zealand power sockets?

Yes, all of our models come standard with an AS/NZS 3112 three-pin plug that is compatible with New Zealand and Australian wall sockets.

Does my scooter or electric wheelchair come with lithium batteries?

Majority of our scooters and electric wheelchairs come standard with lithium batteries. You can view each products battery specifications in their product description and features section.

How do I look after my battery?

All batteries like to be cycled regularly (used and charged). For more information on best battery practices, read our blog here.

Can I interchange battery chargers?

You should always endeavour to use the charger that comes with your equipment. Using other chargers can lead to battery damage and varying charging times. If you are unable to source an original charger, please contact our support team, and they will assist you in finding a charger that is safe to use for your particular product.

What is the replacement cost of a battery?

Each mobility device has different batteries. Price will differ depending on your particular battery type, size and brand. We advise you only to purchase batteries from trusted suppliers and that each new battery purchase comes with a warranty.

What if my battery is not holding charge?

This typically occurs when people don't take care of their batteries properly. If a battery has been left for long stretches of time without use or has not been maintained in good charge the battery may become faulty or damaged. If this issue occurs within the warranty period, it may be covered.

What payment methods do you accept?

We accept MasterCard, VISA, PayPal, Stripe, Afterpay, Humm, Direct Deposit, Invoice Payments and over the phone as well as online.

Card payments over the phone will attract a surcharge fee (Visa and Master Debit cards 0.61%, Visa Credit card 1.26%, Master Credit Card 0.98%. We can't accept Amex cards).

Is this website secure for credit card payments?

Yes, did you know that website purchases are more secure than using your credit card in a retail shop?

Do your prices include GST?

Because mobility equipment is classified as medical aids and appliances, it is exempt from GST.

Do your products come with a warranty/guarantee?

Yes, all of our products come with a 12-month warranty. We advise keeping the original packaging for the duration of the warranty period in the unlikely case you will need to send your product back. For further information, visit our Warranty Terms and Conditions. 

If I have a warranty claim and need to return my item, who pays for the postage cost?

All costs associated with a return are the responsibility of the purchaser, and if it is deemed to be a warranty issue, the repaired goods will be of Mobilize Me's cost. We advise keeping the original packaging for the duration of the warranty period in the unlikely case you will need to send your product back.

How long is the warranty on my product?

Where will my product be shipped from?

When will I receive my product?

How do I track my order?

What about unpacking my product?

Do not rush unpacking your product. Enthusiastic unpacking may result in damage to your product. Avoid pulling, tearing and ripping. Be cautious if using sharp objects, i.e. Stanley knives and scissors when opening the product packaging.

Note: We recommend you keep all the original packaging throughout the warranty period.

What if my product arrives damaged?

Before accepting your goods from the courier, check all of the packaging for damage. Once you have signed for the goods, the responsibility turns to you. If you do notice any damages, ensure that the courier records these damages on the delivery docket before signing.

Do you ship to New Zealand?

Yes, we do. However, New Zealand has very strict laws in regards to Lithium batteries, so please reach out to us directly to discuss your needs. 

Do you ship outside of Australia?

Yes, we might be able to ship to certain countries. Please reach out to our friendly support team to discuss delivery and freight costs.

Do you offer free shipping?

Yes, we reward customers with free shipping within Australia. For our New Zealand neighbours: please get in touch with us for a cost-effective freight quote.

Unfortunately, we don't provide free or discounted shipping to all areas. The below postcodes are not eligible for free shipping:

810 - 886, 4477, 4480, 4492, 4735, 4828, 4871, 4873, 4890.

Can I order by phone?

Yes, you will be required to pay over the phone via credit card, and we will email you the invoice. Payments over the phone will attract a 1% service fee.

Do you offer pick up?

While we don't offer direct pick up from Mobilize Me, we work closely with a network of trusted stores who will match the online price (this excludes all parts and accessories). Allowing for direct store pick up. Please make sure to contact stores regarding their current stock levels and availability of particular products.

Can I return my product?

We offer a 7-Day money-back guarantee for the majority of our product range. If for any reason a Mobilize Me customer is unsatisfied with their purchase, they can contact us before the end of the 7th day since taking delivery and request a refund. We do ask that all equipment is returned in its original packaging and an unused condition.

How to pay by bank transfer?

How to pay on Invoice?

If you would like us to issue you an invoice instead of using our secure Check-out features, this can be easily done.

Simply add your desired products to the cart and select the checkout option. Next, fill in your shipping information and click the orange "Next" button at the bottom of the page. You will now see a number of different Payment Methods for your selection.

Select Invoice Payment from the list of payment options. Once selected the section will expand. You now have the opportunity to add a different billing address if it differs from your earlier selected shipping address. Simply untick the blue tickbox and you will be able to add a billing address.

Next, double-check your details, and click on the orange "Place Order" button. You will see a confirmation page, notifying you that everything has been processed. Now please check you inbox, you will receive an email with an Invoice, with our bank details. Please ensure you quote your Invoice number as a payment reference. Now you have two options 1. Send us an email with a payment confirmation, we will be able to start processing you order once this is received 2. Do nothing. In this case, once the funds hit our bank (this can take up to 3 business days), we will process the order. Once your order has been booked for dispatch, you will receive a text message to your mobile number with a tracking number.