FAQs

Yes. All orders qualify for free standard AusPost shipping.

Orders are dispatched from our warehouse in Melbourne the next business day and ship using Australia Post for domestic orders. Australia Post standard shipping times to most states and territories are 2 business days but can take up to 3-4 business days. Orders to NT can take up to 7 business days and orders to WA can take up to 6 business days.

We accept Visa, Mastercard and American Express.

We work fast! Please contact us as soon as possible to make any changes to your order at support@sofihub.com and we'll do our best to accommodate.
Orders cannot be edited once processed and shipped from our facility.  

No, we do not offer gift packaging at this time.

Your credit card will be charged immediately upon placing your order.

Not at this time.

Yes we do! You can order gift cards from the Shop menu on the navigation bar. Gift cards are digital and will be emailed.

We will email you once your order is confirmed. Once your order is dispatched, you will receive another email with tracking details.

Once your order is dispatched, you will receive an email with tracking details. If for any reason you have not received this email or are experiencing any difficulty accessing your tracking, please email us at support@sofihub.com with your order number (which is on your order confirmation email).

To return an item please contact our customer care centre. Email us at support@sofihub.com with your order number, which can be found on your order confirmation email. 

We accept returns for all reasons including change of mind, providing the items are returned unused, with all accessories within 30 days in the original packaging. Simply email us at support@sofihub.com

We only ship to Australia and New Zealand from this store. For customers in the USA and Canada, please visit our US store here.

We offer priority international shipping through a variety of shippers including DHL, TNT and Toll.

All prices quoted are in Australian dollars, however you can pay using a NZ credit card.

The TEQ-Life 4G mobile alarm will provide you and other family members’ peace of mind wherever you are, whether that is out and about or at home, that help is at hand at the touch of a button.

Using a Telstra SIM to ensure the widest coverage, the TEQ-Life alarm works wherever there is mobile network coverage in Australia.

When you press the SOS button, it texts a help message with your location, then starts calling up to 10 emergency contacts one by one. It also includes an in-built fall detection capability.

The alarm includes a "smart voice guide" that talks you through your emergency. Family and friends can even call the alarm if they want to talk to the wearer.

The TEQ-Life alarm is waterproof and very simple to use.

The TEQ-Life alarm is ideal for anyone who is independent and goes out of the house by themselves. It is especially useful if the person is a falls risk, if they have dementia, wandering, or may need help or assistance when out and about. It can be used for those without a mobile phone or who have challenges using a mobile phone.

In addition, if someone works alone or remotely, it adds an additional layer of safety during the course of their working day.

The TEQ-Life alarm is primarily designed for seniors, especially those who suffer from various medical conditions and disabilities. It is highly recommended for most seniors and considered essential for individuals who are at risk of falls or experience sudden onset of acute symptoms or deterioration in their existing condition.

Additionally, doctors, nurses and caregivers often recommend TEQ-Life for seniors who have recently been discharged from hospital in many situations.

Setting up the TEQ-Life alarm is simple. We can pre-program the mobile alarm with your emergency contacts before dispatching it to you so it is ready to use straight out of the box. All you need to do once you receive it is to charge it and turn it on.

You will need a SOFIHUB account to edit, add or remove your emergency contacts and make use of the geofencing, fall sensitivity and other features of the device. The user of the device does not need to be the person who sets up the account. A friend or family member can be the Account Manager.

A SOFIHUB account can be easily set up via the online portal or mobile app. These details are included in the Quick Start Guide in the box.

The TEQ-Life alarm comes with a built-in Telstra 4G SIM card with 3G rollback. This covers all data usage including outgoing phone calls, emergency text messages, data usage, access to the app, and live, online monitoring software.

The first 12 months' connectivity is included when you purchase your TEQ-Life alarm. At the end of the 12 months you will have the option to renew it at $16.50 per month, or $198 annually.

Yes, the TEQ-Life alarm can receive calls like a normal mobile phone, allowing for instant hands-free two-way voice communication.

If an alert is triggered via the SOS button or a fall is detected, the TEQ-Life alarm will send an SMS alert to a nominated carer or family member. This SMS will include a link to the last known location. The TEQ-Life alarm will then follow  up swiftly with a two-way voice call. If the first alert goes unanswered, the TEQ-Life alarm will send an alert to the second contact on the emergency contact list and will continue to the next contact and so on until the alert is answered and reset on the SOFIHUB portal or app.

Up to 10 emergency contacts can be registered.

No, the TEQ-Life alarm does not require Wi-Fi to work as it has an in-built Telstra 4G SIM card which allows connectivity wherever there is mobile reception.

The average battery life of the TEQ-Life is 40 hours. However, this can be affected by the cellular reception in the area. If the TEQ-Life alarm is in an area with good reception, the battery life can be longer than 40 hours. In areas with bad mobile reception, this can shorten the time.

The Account Manager of the TEQ-Life (this does not have to be the end user) will need to set up a SOFIHUB account via the online portal or mobile app.

The minimum mobile requirements for using the mobile app are:
iOS v13+
Android v29+

As at Nov 2023.

You can download the TEQ-Life User guide here.

We'd love to help you! Click on our live chat, email support@sofihub.com or call 1800 776 753.

The TEQ-FallsAlert provides a layer of safety for anyone who lives alone, is unsteady on their feet or needs assistance getting around, has epilepsy, has previously had a fall, or is a falls risk. Without the use of cameras or video, it uses sensors to monitor a room and send an alert to a carer should a fall take place. Falls from bed, seated or standing are detected. Respecting dignity and comfort, TEQ-FallsAlert does not require the user to wear a device.

Setting up your TEQ-FallsAlert couldn't be easier. Affix the wall bracket using double sided tape, plug your TEQ-FallsAlert into a power outlet, pair with the Sofihub app and follow the simple instructions to set up the device.

Yes, the TEQ-FallsAlert requires 2.4GHz Wi-Fi to operate. Other Wi-Fi networks are not supported.

This really depends on your situation. Some people like to install only one in a high-risk area such as the bathroom, or, for added safety many like to install one in each room; kitchen, bedroom, living room and bathroom.

Yes, the TEQ-FallsAlert detects falls from bed, seated and standing.

The alerts are sent via a push notification from the Sofihub app.

The TEQ-Secure 4G mobile alarm will provide you and other family members’ peace of mind
wherever you are, whether that is out and about or at home, that help is at hand at the touch of a button.

It works wherever there is available mobile network coverage in Australia.

When you press the SOS button, it texts a help message with your location, then starts calling up to 10 emergency contacts one by one. It also includes an in-built fall detection capability.

The alarm includes a "smart voice
guide" that talks you through your emergency. Family and friends can even call the alarm if they want to talk to the wearer. The TEQ-Secure is
waterproof and very simple to use.

The TEQ-Secure is ideal for anyone who is independent and goes out of the house by themselves. It is especially useful if the person has previously had a fall, is a falls risk, if they have dementia, wandering, or may need help or assistance when out and about.

It can be used for those without a mobile phone or who have challenges using a mobile phone.

In addition, if someone works alone or remotely, it adds an additional layer of safety during the course of their working day.

The TEQ-Secure is primarily designed for seniors, especially those who suffer from various medical conditions and disabilities. It is highly recommended for most seniors and considered essential for individuals who are at risk of falls or experience sudden onset of acute symptoms or deterioration in their existing condition.

Additionally, doctors, nurses and caregivers often recommend TEQ-Secure for seniors who have recently been discharged from hospital in many situations.

Setting up the TEQ-Secure is simple. Download the Sofihub app or log into the online portal, register your device and follow the prompts to set up your emergency contacts.

The TEQ-Secure comes with a built-in 4G SIM card which covers all data usage including outgoing phone calls, emergency text messages, data usage, access to the app, and live, online monitoring software.

The SIM card and 12-months' subscription fee is included when you purchase your TEQ-Secure. At the end of your 12-month subscription, you will need to renew your subscription at $20 per month, or $240 annually, per device.

Yes, the TEQ-Secure can receive calls like a normal mobile phone, allowing for instant hands-free two-way voice communication.

If an alert is triggered via the SOS button or a fall is detected, the TEQ-Secure will send an SMS alert to a nominated carer or family member.

This SMS will include a link to the last known location. The TEQ-Secure will then follow  up swiftly with a two-way voice call.

If the first alert goes unanswered, the TEQ-Secure will send an alert to the second contact on the emergency contact list and will continue to the next contact and so on until the alert is answered and reset on the SOFIHUB portal or app.

Up to 10 emergency contacts can be registered.

No, the TEQ-Secure does not require Wi-Fi to work as it has an in-built Telstra 4G SIM card which allows connectivity wherever there is mobile reception.

The average battery life of the TEQ-Secure is 60 hours. However, this can be affected by the cellular reception in the area. If the TEQ-Secure is in an area with good reception, the battery life can be longer than 60 hours. In areas with bad mobile reception, this can shorten the time.

We provide a 12 month warranty on all our products. To submit a warranty claim, please view our limited warranty card here

All Sofihub products require a Sofihub subscription to operate. The subscription harnesses the data from your device (TEQ-Secure or TEQ-FallsAlert) and turns it into notifications and alerts as well as allowing you to remotely manage the device, emergency contacts and so on.

All products come with a 12-month subscription included. At the end of the 12 months, you will be sent a reminder to renew your subscription.

Subscription charges are as follows:

TEQ-FallsAlert:
1-4 devices: $20/month or $240/year

Please contact us at support@sofihub.com if you would like to purchase more than 5 devices.

TEQ-Secure
$20/month or $240/year, per device

The TEQ-Secure subscription includes the SIM card, all associated calls and text messages, as well as the subscription fee.

You can contact us at support@sofihub.com or call us on 1300 110 366 (within Australia) or +61 3 8866 5592 (international). 

Our customer service hours are Monday-Friday, 9AM-5PM AEST.
For wholesale or business inquiries, please email us at support@sofihub.com.