Collect in Pharmacy Orders:

What is Collect in Pharmacy and how does it work?

Collect in Pharmacy is a service where you can shop online and pick up your order in our pharmacy. When your order is ready for collection, you will receive an email notifying you that you can collect your order.

Step 1: Browse products on our website and add products to your shopping cart.

Step 2: Proceed to checkout. Prior to processing your payment, please select the “Collect In Pharmacy” option.

Step 3: Order confirmation - once you have placed your order, you will receive a confirmation email that includes details of your order, and links to any key information.

Step 4: Order pick up - you will receive an email from our pharmacy when your order is ready for collection. To collect your order in the pharmacy, proceed to the counter and a team member will be ready to assist. Upon collection, you will be required to confirm and sign for your order.

Please bring the following:

Is there a minimum spend for Collect in Pharmacy?

No, there is no minimum spend for Collect in Pharmacy orders.

Where do I collect my order?

Please head in to the pharmacy and speak to our team members. They will be able to assist you.

What do I need to bring to collect my order?

In order to collect your items, please ensure you bring a copy of your order confirmation email and any form of photo ID (eg, Driver’s Licence, Passport). Your identification provided must state the same name as your order confirmation.

How long do I have to collect my order?

Collect in Pharmacy orders will be held in-store. We may contact you to confirm if you wish to collect your order or have it cancelled if you have not collected it within 7 days.

Is Collect in Pharmacy free?

Collect in Pharmacy is a free service offered by our pharmacy. All you must pay for is the total of the products that you wish to purchase (including GST).

Can I change of cancel my Collect in Pharmacy order?

Please contact our pharmacy if you need to modify or cancel your order for any reason. In order to effectively meet your request, we will need to check the current status and advise you of the appropriate options available to best accommodate your request. If you have any issues or concerns after your order has been collect, please contact our pharmacy. Our friendly team can assist you with any of your queries.

How long will an order take to process?

You can generally expect your order to be ready for collection within 3 hours of ordering unless:

Otherwise, the order will be ready for collection by 10am the following day. Please understand that in peak periods or public holidays, order fulfillment times may vary slightly. You will be notified by email when your order is ready for collection.

How do I know the status of my order?

You will be continuously updated throughout the order process. Email notifications include:

Can I request a refund on my order?

Yes. Please contact our pharmacy to organise a refund. Refund requests must comply with out Refund Policy.

Returns

Can I return a pharmacist only medication, prescription or pharmacy only medicine for a refund?

No. Due to Australian Government regulation, medicines including any preparation that is taken orally cannot be returned for credit as the products are unable to be returned to stock or re-sold after leaving the premises. Storage conditions and therefore, effectiveness of the medication, are unable to be guaranteed once this has occured.

General:

I’m having issues placing my online order, who do I contact?

If you require assistance placing an order, please contact the pharmacy directly.

How can I pay for an order and are my details safe?

We accept most major credit cards. We use a Level 1PCS DSS Compliant Payment Gateway. PCI DSS is a set of standards developed by leading credit card acquirers including VISA and MasterCard to ensure credit card details and payments are secure.

If I use a credit card for my purchases, are my credit card details secure?

We use a level 1 PCI DSS Compliant Payment Gateway. PCI DSS is a set of standards developed by leading credit card acquirers including VISA and MasterCard to ensure credit card details and payments are secure. Nobody else is able to access your credit card details.

Is my information kept confidential?

We understand that it is important to keep your personal and health information secure and confidential. We have stringent policies relating to patient privacy and confidentiality. All Pharmacy employees sign patient confidentiality policies at the onset of employment. All information collected by us is used strictly to fill your order and provide you with the highest level of professional health care. We do not provide your information to any other party for any purpose.

Why is my email address collected?

We require email addresses for correspondence in regard to orders placed and registration of users.

How do I redeem a promo code?

Promo codes are applied at Checkout. To redeem your promo code, navigate to the Review your Order section at Checkout. Then, type in your code in the Promo Code field and press the “Apply Code” button. Only 1 promo code may be redeemed per order.

If your promo code is not working, please read the error message above the Promo Code field to learn why the Promo Code was unable to be applied and review the terms of the promotion relating to the Promo Code.

Why have I been initially charged for products that you could not supply?

All orders must be paid in full before our pharmacy will process them. In some instances, stock of a product may be unavailable due to unforeseen circumstance such as wholesaler shortages. In this case, the item is cancelled from the order and a refund is given by way of a credit card refund.

Why am I being asked more questions when purchasing a Pharmacy or Pharmacist Only medicine?

To determine that over the counter medicines are safe and appropriate for you, our pharmacists need to assess your health status and therefore require you to complete all requested medical information when ordering medicines. Our pharmacists aim to provide the highest level or patient care and ethical practice so in order to do this we may ask you questions relating to your health.

Can I order multiple Pharmacy Only medicines?

In accordance with the Pharmacy Board of Australia, we can only supply a limit of 1 per order. This is due to there not being any pharmacist present during your online transaction.

Our pharmacy will provide a refund to a customer in accordance with the Australian Consumer Law, when there is proof of purchase, under the following circumstances:

• If the goods are faulty

• The goods are not as described by our pharmacy

• The goods are unable to be used for their intended purpose

• The goods do not meet a reasonably expected level or quality or performance

• The product had expired at the time of purchase, or could not be used reasonably in the time remaining.

Customers are not legally entitled to a refund if:

• They change their mind or no longer want the products

• Knew about the fault prior to purchase or if they cause the fault

• Choose the wrong size, colour, strength, etc

• They find the item cheaper elsewhere

Our pharmacy will cover the cost of freight of returned items where the mistake has been ours. If by any circumstance our pharmacy agrees to a refund whereby the customer has made the error postage to return the item will be paid for by customer. Shipping cost will be deducted from the refund amount if the shipping policy is not met after the product/order return request.

Refunds may not be provided on prescription items, pharmacy medicines, pharmacist only medicines, vitamins or baby formula as these products are unable to be returned to stock or re-sold after leaving the premises. Storage conditions and therefore, effectiveness of the product and/or medication, are unable to be guaranteed once this has occurred.

Refunds must be given in the form of original payment.

Refunds and exchanges are given at the purchase price.

Returns must be requested within 7 days of receiving the order. Accepted return must then be received by our pharmacy within 7 days of Return Request approval.

How do I request a return for a Collect in Pharmacy order?

Please contact our pharmacy directly to organise a refund. Refunds must comply with our Refund Policy outlined above.

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