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DHL Supply Chain (Australia) Pty Ltd (“DHL”, “we”, “our”, “us”) is proud to be partnered with Abbott Nutrition and its Abbott Home Enteral Nutrition Service program (“Abbott HENS”).

Orders for nutritional products under Abbott HENS are received, processed and delivered by DHL. 


Important information about these Conditions of Sale

To purchase Abbott nutritional products under Abbott HENS you must be registered with this program and have a client account (HENS Patient ID) created for you by your healthcare professional. Please speak with your healthcare professional about registration and account requirements.

This document sets out the terms on which DHL offers to accept and deliver product orders for patients registered with Abbott HENS. Please therefore take the time to read these Conditions of Sale.

By registering with Abbott HENS, you are confirming:

  1. you have read and agree to these Conditions of Sale; and
  2. if your healthcare professional has confirmed your agreement to these Conditions of Sale on your behalf, you have consented to your healthcare professional doing this.

Please let your healthcare professional know if you have any questions about these Conditions of Sale before you register with Abbott HENS. 

You should keep a copy of these Conditions of Sale for your records. 


Your healthcare professional is responsible for creating your approved nutrition plan under Abbott HENS and notifying DHL of this plan. If you have any questions about your nutrition plan or the products you can order under that plan (for example, product usage or effects), speak with your healthcare professional.

After you are registered and we have received details of your nutrition plan under Abbott HENS, you can place orders for your nutritional supplements with DHL.

You can place orders directly through DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4. Alternatively, your carer or healthcare professional can place the order on your behalf.

We are unable to accept any orders which differ from your approved nutrition plan (with the exception of flavour changes and quantities within your existing nutrition plan) or after your approved nutrition plan ends. Any changes or extensions to your nutrition plan will first need to be approved by your healthcare professional and your healthcare professional must inform us of these changes or the details of your new nutrition plan going forward (as relevant).

It is important to remember to let your healthcare professional and/or DHL, as relevant, know if you have any change in circumstances, including for example, if your health situation changes (in which case please contact your healthcare professional who might need to change your nutrition plan and therefore the products you order), or your delivery address (or any other delivery instructions) changes so that DHL can deliver to you correctly.


The cost of products ordered under Abbott HENS will be advised by your healthcare professional. Abbott Nutrition may also from time to time notify you of changes to the prices of its nutrition products under Abbott HENS. Your healthcare professional (and Abbott as relevant) is responsible for notifying DHL of the price for your products and any changes to that price. DHL relies on this information when receiving and confirming your order. Contact your healthcare professional or DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4 if you have any questions about the price of any products under your nutrition plan.

In addition, delivery charges may apply, and will be visible/communicated at order placement prior to order confirmation and payment.

Unless stated otherwise, prices and fees shown above are exclusive of GST, which will be added to the cost of your order.

The total cost of your order will be confirmed at the time you place your order.


If you have agreed with your healthcare professional to be responsible for payment of all or part of the cost of your orders, payment can be made to DHL in the following ways:

  1. credit card (Visa and Mastercard only);
  2. electronic funds transfer;
  3. direct debit- credit card only;
  4. cheque; or
  5. money order.

Credit card payments are processed via a secure payment gateway. This can only be accessed by the link provided to you in the order confirmation email, or by contacting DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4. For privacy reasons we are unable to accept credit card information via email.

Payments by Electronic Funds Transfer are to be made to:

ANZ Bank

BSB and account # 012-055 8376 81207

DHL Supply Chain

Please ensure you quote your client number (HENS Patient ID) or full name in the deposit reference field for all payments to avoid delays to your orders

If you wish to set up an automatic direct debit payment arrangement via your credit card, please discuss with your healthcare professional or contact DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4. Direct debit payments will be automatically debited from your nominated credit card every 4 weeks in payment of amounts you owe DHL until your nutrition plan expires. If you wish to stop your automatic direct debit payment arrangement, please contact DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4 as soon as possible before your next order is due so we can arrange an alternative payment method with you. If we experience two failed attempts to collect a direct debit payment from you, we may cancel your direct debit payment arrangement and you will need to make payment by another method.

Cheque/money order should be made payable to DHL Supply Chain (Australia) Pty Ltd and sent to PO Box 652 Seven Hills NSW 1730. Please ensure that you write your full name and client number (HENS Patient ID) on the back of your cheque/money order to avoid delays to your order.

Please note that we’re unable to process and dispatch your order until we have received payment for your order in full.


Once we have received payment for your order, we will process and dispatch your order for delivery to the nominated delivery address.

DHL processes and delivers orders as follows:

  1. Orders received prior to 2pm local time Mondays to Fridays will be dispatched same day. Orders received after 2pm will be dispatched next business day.
  2. Delivery times are subject to our carrier transit times.
  3. Urgent orders received outside of these times will be treated on a case by case basis. This may incur an additional delivery cost.

If you have provided us with an “authority to leave”, the security and storage conditions of where you would like us to leave your order are your responsibility. DHL will not accept responsibility for the security and condition of the product once delivered.

Requests to deliver to P.O. boxes or parcel lockers will not be accepted.


We do not accept any returns or requests to exchange products. If however you receive any incorrect or damaged products, or if you do not receive your order in full, please contact us immediately on 1800 077 421 - option 1 then option 4, to correct this for you.

You have at all times your rights as a consumer under Australian Consumer Law.


Once you have placed and paid for your order, we may not be able to accept any cancellation of it. Please contact us as soon as possible if you need to cancel your order:

  1. If the products you ordered are already on their way to you we will be unable to cancel or return for credit due to Health Regulations.
  2. If your order has not yet been dispatched, we will refund to you the amount paid for this order.
  3. If your order remains unpaid 7 days after the initial order date the order will be cancelled. This order can be reinstated upon your request.



If you have any concerns with how DHL is performing its services, please contact us on 1800 077 421 - option1 then option 4. 

If you experience any adverse effects from your use of any products ordered through Abbott HENS, please contact:

  1. your healthcare professional; or
  2. Abbott Pharamacovigilence on pv.australia@abbott.com; or
  3. DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4.

If you report any such issues to DHL, we are obliged to notify Abbott Nutrition who will then have a member of its Pharmacovigilence team contact you directly for any follow-up information if required. By reporting any such issues to us, you agree to Abbott Nutrition Pharmacovigilence team contacting you.


When you register with Abbott HENS, some of your details are shared by Abbott with DHL to assist the setup and maintenance of your account, receive orders from you and deliver orders to you. DHL also collect information from and about you at other times, including when you sign up to these Conditions of Sale or when receiving, processing and delivering your orders. DHL may also need to share some of this information with Abbott from time to time.

Abbott collects your personal information and handles it in accordance with its privacy policy, a copy of which can be found at: https://www.abbotthens.com/Privacy.

DHL collects your personal information and handles it in accordance with the DHL Privacy Policy, a copy of which can be found at: https://www.abbotthens.com/Content/DHLPrivacyPolicy.

By agreeing to these Conditions of Sale, you are confirming your agreement to our collection, disclosure and use of your personal information (which includes your name, address, telephone and other contact details) in order to provide you with our services under Abbott HENS, including processing your payments for these services. If you do not wish to disclose your personal information to us, please let us know. We may not however be able to accept orders from you or deliver orders to you under Abbott HENS if we do not have this information.


We may amend these Conditions of Sale from time to time on prior notice. We will consider you to have accepted these amendments if you continue to place orders with us for Abbott nutritional products under Abbott HENS after the date the amendments come into effect.

These Conditions of Sale are governed by the laws of New South Wales, Australia, and are subject to the non-exclusive jurisdiction of the courts of New South Wales, Australia for the resolution of any disputes arising in respect of these Conditions of Sale.

More information

For more information about Abbott HENS, please speak to your healthcare professional.

For more information about DHL and these Conditions of Sale, please contact DHL Direct to Patient Customer Service on 1800 077 421 - option 1 then option 4.