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Help & FAQs

Orders & Returns

Do you provide discounts for bulk orders?

We offer trade prices to businesses that meet certain criteria. Please submit a wholesale application and if approved, you will be able to login and view/order products at wholesale prices.

Our business needs an invoice before we can pay. How do we get one?

Simply email us at with the products and quantities you desire or send us through your purchase order and we'll email you back an invoice. Alternatively you can contact us on +61 414 816 496.

My order is damaged or incorrect. What do I do?

We are always happy to rectify any issue as quickly as possible. Please call us on 0414 816 496 or email us at with your order number and details of the issue so that we can resolve the problem ASAP.

I haven't received an order confirmation email. What should I do?

When you submit an order with us we will send you an order confirmation email and an invoice email. If you have not received either of these it may be for a number of reasons, some common reasons are:

  • Afterpay Orders: You have closed down the Afterpay window before it redirected you back to the Survival website
  • PayPal Orders: There has been a connection issue between our website and PayPal and PayPal hasn't communicated to our website that the payment was successful
  • The emails have gone into your spam/junk folder

If for any reason you think your order was placed but have not received confirmation, please don't hesitate to call us on 0414 816 496 or email so we can check and confirm the order for you.


What is the difference between the Work & Family KITs?

These kits are identical. They are called separate names as they are ideal for both family and workplace use. Both are work health safety (WHS) compliant and are the most comprehensive KITs in our range.

Do any components in the first aid kits expire?

Regulations dictate that the expiry date on the KIT’s tag must match the shortest expiry of a component within the KIT. 

Where required an expiry date is on the individual component.

‘Shelf life’ is the term or period during which a component remains suitable for the intended use. An expiry date is the termination of shelf life, after which a percentage of the component, e.g., medical devices, may no longer function as intended.

See below for the expiry dates of our KIT components that have an expiry:

  • Adhesive dressings: 2 years
  • Combine dressing: 2 years
  • Cotton gauze swabs: 2 years
  • Eye pads: 2 years
  • Hydrogel: 5 years
  • Hydrogel dressing: 5 years
  • Non adherent wound dressings: 2 years
  • Saline: 2 years
  • Skin cleaning wipes: 2 years
  • Splinter probes: 2 years
  • Wound closures: 2 years
  • Wound dressings: 2 years

The item I want is Out of Stock. When will it be available?

This will vary depending on our next shipment due date. It's best to call us on 0414 816 496 or email us at so we can give you a date to expect the item.

Is the SMART Bandage™ single use or reusable?

The SMART Bandage is reusable subject to general wear and tear.

Washing instructions: Use warm soapy water. Rinse. Dry unstretched on flat surface. Do not iron.

Shipping / Delivery

What countries do you ship to?

We ship anywhere DHL ships to, which is almost anywhere. To check if shipping is available to your country please check on the DHL website.

DHL is the quickest and most reliable shipping service available. Anywhere DHL ship, we ship. If you are unsure about your country, then email us at

Australian Delivery Times

In most cases, your order will be dispatched the day after you order. You have the option to select standard or express shipping at the checkout.

You can view estimated delivery times on the Australia Post website.

How long does it take to ship to the USA?

Using Australia Post EMS, the turnaround involves 1 day for handling on our end and then anywhere from 3-6 business days from when the item leaves our factory in Australia.

For DHL shipment, the turnaround is 1 day for handling on our end (sometimes same day) and then 2-3 business days.

What courier do you use for international orders?

We use a combination of Australia Post EMS (express mail service) and DHL.

Customs / Import Fees Outside of Australia

Please note that local customs/import fees may be charged by your custom office.

These fees are solely the responsibility of the purchaser.

SURVIVAL is not responsible for any additional custom charges or fees once your order has left our Australian warehouse.

SURVIVAL is not aware of what your local custom/import fees may be or if any are applicable to your shipment. To find out more, contact the customs office for your country.

If the order is returned to us because of refusal to pay any fees or charges, we can process a refund LESS any postage charges we have paid. At a minimum, we pay $50 AUD per overseas shipment and this payment increases in proportion to order size.


What is your ABN number?

Our ABN is 146 419 211 73.

If you have placed an order with us the ABN is also located on your Order Confirmation and Invoice, which you should have received via email when your order was placed.

Can I come purchase at your business location?

Our warehouse is located at Erina on the Central Coast of NSW, Australia.

Whilst this is not a shop front, you can still arrange an appointment to buy products from our warehouse to save on shipping fees.

To do this, please contact us.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.