You will find answers to some of our most frequently asked questions in the section below.
If you have read the FAQ and still have some questions unanswered, please feel free to contact us.
PAYMENT & DELIVERY
What happens if I am not at home when my order is delivered?
Chemist Warehouse uses registered mail through Australia Post to deliver parcels. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes cards get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first.
How long will my order take to get to me?
We work hard to ensure that your order is delivered ASAP! Orders are picked, packed and dispatched as soon as possible after your order is placed. Delivery times are reliant upon normal Australia Post delivery times and vary depending on where you live. Average delivery times are between 1-8 working days from the date of the order being shipped. It is important to note that orders can only be dispatched Monday to Friday. In major centres, using the express option can shorten delivery times.
If I use a credit card to purchase my items can anyone else obtain my credit card details?
We are a secure site endorsed with the GeoTrust Certificate. This uses the latest encryption methods to ensure security of payment. We do not see your credit card details when ordered online, with all transactions performed by the banking institutions. We do not store any credit card details, therefore additions to orders already placed will require you to phone through payment details or place a new separate order.
I have ordered through Chemist Warehouse before, but I want my next order to be delivered to a new address. How do I do this?
You order what you require as normal and follow the prompts through the site. A question will appear saying do you want the order sent to the following address (i.e. the address you last provided) or would you like a different postage address. If you wish to change the address, select this option and fill in the details, then continue as normal. If you would like to permanently change your address, send in to us at email@example.com and we will alter it.
Please note that once your order has been despatched we are unable to alter any change of address details.
Does Chemist Warehouse accept BPay?
Yes. You can now pay for any orders placed over the internet with BPay. Simply select the BPay option on the payment page and note the Biller code and Reference number. This can then be paid through any participating BPay provider using a credit card or debit account. The payment will go through the next business day and your order will then be processed.
If I select BPay, how long do I have to pay?
BPay orders must be paid within 14 days. Orders will be cancelled after this period. If you still require the order after 14 days, please place another order over the internet or phone us to arrange an alternative payment method.
How can I pay for an order and is it safe?
Chemist Warehouse accepts most major credit cards. The transaction is performed by the bank under 128 bit security ensuring the highest level of security, as well as eliminating the need for Chemist Warehouse to see the card, as well as store numbers. For customers who do not have or would prefer not to use credit cards, they can elect to pay by BPay. If you would like to pay by credit card but do not wish to do this over the internet, our BPay option allows credit card payments.
How can I receive my orders without paying freight?
Orders are sent freight free where they exceed $99 in value. Ordering online, over the phone, or by mail order will automatically recognise this.
Note: This applies to Australian Orders Only.
How can I pay for an International order?
You can pay by PayPal over our website. Please contact us for more information.
How are international orders sent?
Chemist Warehouse has partnered with Australia Post and EMS to ensure a fast cost effective delivery solution. The cost of the freight is calculated automatically by the site once your order is completed, with the charge being showed in Australian dollars or the currency you have selected. EMS allows the parcel to be traced online with a signature on delivery. The system is an express service that allows delivery to most western countries in 3-5 business days.
What happens if customs prevent my order from entering my country of stated delivery?
As each country in the world have their own custom requirements for specific products, it is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to Chemist Warehouse by customs in a resaleble condition, we will refund the amount less the freight incurred by us to send the order in the first place.
Why do some items need prescriptions when I can get them over the counter at my local pharmacy?
Legislation in Australia deems that “pharmacist only medication” requires personal counselling by a pharmacist on sale of the item. As Internet and mail order pharmacy does not provide this, a prescription will enable a Doctor to provide appropriate counselling. In store shoppers at Chemist Warehouse do not require a prescription.
A customer can place an order for “pharmacist only medication” online or over the phone and receive direct counselling from a pharmacist that will allow the medication to be sent without a prescription. Please phone and ask to talk to one of our pharmacists.
Can I fax my prescription?
It is illegal to accept faxed or emailed prescriptions in Australia at this stage. We must receive the original before we can dispense and send.
Can I order prescription items if I don’t live in Australia?
Yes, but you must have a prescription written by an Australian registered prescriber. We cannot accept international prescriptions. It is illegal to send any prescriptions subsidised under the Pharmaceutical Benefits Scheme (PBS) out of Australia even if you are an Australian resident. All prescription medicines sent out of Australia must be paid for at the private price.
Can Chemist Warehouse keep my prescription repeats on file to save me some time next time I place an order?
Yes, just attach a note saying you give us permission to keep repeats on your file, or select the option when ordering a prescription online. The next time you place an order, we automatically match up the repeats with the order and dispatch the same day saving you time in delivery. In addition, you can also elect to receive automatic monthly email reminders to increase medication compliance.
Why do some prescription items have four different prices?
Items which are subsidized by the Government under the Pharmaceutical Benefits Scheme (PBS) are charged at different prices depending on the type of benefit card a customer may have.
There are three different levels under the PBS.
The first is called General patients. These are customers with a Medicare card, but no other benefit cards (ie. no pension card or concession card). These customers must pay up to the first $37.80 before the Government begins to subsidise their medicines.
The second is Concession patients. These are customers who are on a health care card, pension card, veterans affairs card or safety net concession card. These patients pay the first $5.30 of a prescription and the Government subsidises the rest.
The third is the Safety Net Entitlement patients. These are people who have a benefit card and obtain 60 prescriptions in a calendar year. These people obtain prescriptions at no cost.
The private price you see on most prescription medications is the price with no Government subsidy.
NB Additional charges may apply over and above these if a patient elects to receive a more expensive brand.
Why can I only order one lot of an PBS item at a time?
Under the Pharmaceutical Benefits Scheme (PBS), the Government subsidises many medicines so that all Australians can have access to affordable prescription medicines. Because they are paying for some or all of the cost of these medicines, they impose restrictions on how frequently they can be dispensed. This varies from item to item but you can ask your pharmacist what the time interval is on a particular product. In most cases the time interval is 21 days. Items dispensed before this time interval cannot be covered under the PBS except in special circumstances.
Can I return prescription medicine or any preparation for oral use for a refund?
No. Unfortunately due to Queensland Health regulation, medicines including any preparation that is taken orally cannot be returned for credit. This is because once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with.
In the event I cannot obtain a prescription for a "pharmacist only medcine", how can I order these medications?
A customer can place an order for “pharmacist only medication” online or over the phone and receive direct counselling from a pharmacist that will allow the medication to be sent without a prescription. Please phone us and ask to talk to one of our pharmacists.
Can I obtain more than one supply of a prescription medicine in one order?
No. Unless your doctor has endorsed your script "Regulation 24" or has written the prescription for the increased quantity we are unable to supply increased amounts. Please talk to one of our pharmacists before placing an order in this case.
Can I have all of my repeats dispensed in one order?
No. Unless your doctor has endorsed the prescription "Regulation 24" or has supplied a signed consent form to allow multiple packs to be supplied. You can also ask your doctor to write your script out for the increased quantity. Please note that if you do obtain multiple packs on the one order, they may no longer count towards your Safety Net limit. If you would like to know more about the Safety Net, please phone and ask to talk to a pharmacist. Medicines cannot be returned for a refund.
Do I need a prescription to order "Prescription Only Medicines"?
Yes, all "Prescription Only Medicines" require a prescription from an Australian registered doctor before we can supply. NB some items may only be able to be supplied on a prescription from a Queensland registered doctor. This will be stated in the product description.
What is a Regulation 24 Script and what rules apply to having them dispensed?
If a doctor deems it necessary according to the rules of Regulation 24 (see www.pbs.gov.au) they can write Regulation 24 next to any item prescribed and this will allow the pharmacist to dispense all of the repeats at once. The following rules apply to a Regulation 24 Script -:
-It can only apply to a new prescription and not a repeat prescription.
-It can only be done on the first dispensing. If the Regulation 24 is not dispensed on the first dispensing then all rights to the Regulation 24 will be lost.
-All of the reapeats have to be dispensed at one time. Therefore you cannot get 3 lots now and then another 3 lots later. It is either get them all dispensed at once or one at a time like a normal script.
-It is the doctor that has to endorse the script Regulation 24 and the pharmacist has no control over this.
PRODUCTS & CATALOGUE
What happens if I am after a product that is not listed on the website?
Chemist Warehouse will endeavour to locate products that are not located on our website for sales. You just need to send the relevant information to firstname.lastname@example.org and we will try our best.
Do we have a mail-order catalogue?
Yes we have a Prescription Catalogue. If you would like to receive a copy, please contact us by phone or email and we will arrange to have one posted.
Why have I been initially charged for products that Chemist Warehouse could not supply?
All orders must be paid in full before Chemist Warehouse will process them. Chemist Warehouse stocks in store around 90% of products ordered and orders any other products. Most of these arrive the same day the order is placed. In some instances, suppliers may not have stock of a product and Chemist Warehouse was not informed until after an order was placed. We are currently developing new systems to limit this problem. In these cases, the item is cancelled from the order and a refund is given by way of a cheque or credit card refund.
Why do some of the fragrances on promotion state they are Unboxed or have No Lid
At Chemist Warehouse and Chemist Warehouse our passion to deliver the best value for our customers on the best product brands has allowed us to purchase direct from the companies excess stock that are not packaged. The fragrance is the exactly the same fragrance, however the combination of our large buying power with not requiring packaging means the cost of the product is greatly reduced. This makes these items ideal for personal use.
Can Fragrances be returned for exchange or refund?
Generally Fragrances may not be returned for a refund or exchange, however in circumstances consistent with the 'Consumer Guarantees' outlined in the 'Australian Consumer Law' (found at: www.accc.gov.au), a refund or exchange may be granted.
I have a copy of the new Chemist Warehouse catalogue, but I can't find some of the items on the website?
We take care to stock all items inside each Chemist Warehouse catalogue on the Chemist Warehouse website. Unfortunately some items are too bulky, have limited availability or unsafe to send through the post. Therefore we avoid listing them as not to disappoint customers who won't be able to receive them. This said we still provide many specials and discounted items 24 hours / 365 days a year.
Do the Chemist Warehouse stores keep the same products as listed on the Chemist Warehouse web site?
About 95% of products on the Chemist Warehouse web site are kept at Chemist Warehouse stores and this can vary from store to store. Not all products available at Chemist Warehouse stores can be supplied through Chemist Warehouse. Products that are stored in the fridge and heavy or bulky items cannot be supplied through Chemist Warehouse.
Are the prices on the Chemist Warehouse web site the same at Chemist Warehouse stores?
In most cases the prices are the same but they can vary on some items. Please check with your local Chemist Warehouse store on the price and availability of products.
How does the Lowest Price Guaranteed offer work?
At Chemist Warehouse if you find a cheaper price on the same item at another Australian Registered Pharmacy or Australian Registered Retailer we will match it and give you 10% off the difference.
The price matching policy is limited to the retail limit applicable or a maximum quantity of three of each product.
If you would like to price match in store, please bring a catalogue from the other retailer containing valid proof of their price.
The discount will take place during the time you purchase the product in store and our staff may choose to contact the competitor to verify their price before granting the price match.
If you would like to price match online, please send us a direct link of the product on the competitors’ website it is being advertised on and your order number. Please note we require notification of your price match request within 24 hours of placing an order with us.
You will need to pay for your order in full, however after your price match has been approved you will receive a refund for the matched price.
Our price matching policy excludes international orders and offers that are exclusively online.
This policy cannot be applied to products at the other company if they are:
- - out of stock
- - short dated
- - on clearance or discontinued
- - A part of a promotional offer e.g. buy one get one free
**Chemist Warehouse reserves the right to deny any price matching claims if they do not meet the above criteria.**
What policy does Chemist Warehouse have in regards to expiry dates of products they supply?
Our policy is to supply products with at least a month expiry beyond the normal expected time it would take to consume based on normal dosages. As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months supply of any product. Any orders in excess of 6 months supply or in excess of retail quantities is at the risk of the purchaser in regards to expiry dates.
Can Vitamins be returned for Refund or Exchange?
No, Vitamins cannot be returned or exchanged so please choose carefully.
Can I order through Chemist Warehouse if I am not connected to the Internet?
Yes. You will just need to fill out one of our Mail order forms which can be downloaded from our website or sent directly to you. The prices can be obtained by contacting us by phone. If you have friends or family who would like order forms, we can arrange to have them sent out.
You can find the mail order form here.
Is my order confidential?
All information collected by Chemist Warehouse is strictly confidential. We do not provide this information to any other party for any purposes. In additoon, all Chemist Warehouse staff are legally bound by conditons of employment to the confidentiality of your order and personal details.
How do I cancel an order?
The best way to cancel an order is by calling 1300367283 as soon as possible. Alternately you can email us within office hours,however you must remember that in most cases, orders placed are dispatched the same or next business day. Orders that are in fulfillment cannot be cancelled and will have to be posted back at the expense of the customer. As long as the packaging is in original condition or the cancellation is due to circumstances consistent with the 'consumer guarantees' outlined in the 'Australian Consumer Law' (found at: www.accc.gov.au) (for example if the goods are not fit for purpose), a full refund less postage will be provided. Prescription Medications are unable to be refunded or returned once they have been dispatched.
How can I track the progress of my order?
You can also track your order status during processing as well as delivery by logging online, and clicking on your relevant order number. The status will allow you to see the stage it is at if it has not yet been shipped, and by pressing the “track order” button after it has been shipped, you can see the latest information Australia Post has on your order.
Is there any restrictions on what I can order if I am ordering outside Australia?
Yes, we cannot supply any prescription lines unless we have a script from an Australian registered doctor. It is also illegal to send any subsidised medicines outside Australia even if you are an Australian citizen. We cannot send any product which are illegal or restricted in the country they are being sent to. Eg we will not supply any codeine containing preparations outside Australia. We don’t ship aerosols, perfumes or items containing batteries internationally due to their flammable nature. You will have to ask your local customs services in regard to any other restrictions on products being received in your country.
Can I phone and talk directly to a pharmacist?
Yes. We have Pharmacists available on phone 7 days a week from 8.00am – 8.000pm Monday to Friday, Saturday 8.30am to 5pm and Sunday 9am to 5pm at the cost of a local call in Australia. The phone number is 1300 367 283.
Can I put my families’ patient profiles on my account?
Yes. Registered Users can create as many patient profiles they require for people they may order for. As we strive to provide the best health care we can for our customers, patient profiles ensure we can screen customers for any possible interactions.
Who owns and operates Chemist Warehouse?
The Chemist Warehouse website is run and operated by the EPharmacy group. Any orders purchased by you will be provided by an affiliated Australian registered Chemist Warehouse pharmacy.
Where is Chemist Warehouse located, and can we purchase at Chemist Warehouse rather than through the Internet?
Chemist Warehouse currently dispatches from sites across Australia. Our retail locations - Chemist Warehouse - are located throughout Australia. Please click on store locations for a full list of stores.
What is Chemist Warehouse's Privacy Statement?
Our web server makes a record of your visit and logs the following information for statistical purposes - the user's server address, the user's top level domain name (eg. .com, .gov, .au, .uk etc.), the date and time of the visit to the site, the pages accessed and documents downloaded, the referrring site and the type of browser used. No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the web server's logs.
What do we do with the data collected in our privacy statement?
Chemist Warehouse uses this information to improve our services and capabilities in operating our business for the consumer. We do not sell, provide, or allow our information to be viewed by any other person other than those employed by Chemist Warehouse. Chemist Warehouse will also forward order addresses onto Australia Post and TNT in order for the successful delivery of the parcel.
Why do we collect email addresses?
Chemist Warehouse requires email addresses for correspondance in regard to orders placed and registration of users. We do not use these emails for commercial use without prior consent.
What is the responsibilty of Chemist Warehouse Pharmacists and staff in regards to orders?
Chemist Warehouse's prime objective is to ensure the safety of the patient in regards to the safe use of medications. Chemist Warehouse staff reserve the right to refuse any orders it may deem to not fit this criteria, or of a nature that my be unsafe in its volumes or capacity for misuse. The sole discretion is that of the pharmacist in charge.
How can Chemist Warehouse assure professional quality standards are met and maintained?
Chemist Warehouse recently became Quality Care Pharmacy (QCPP) accredited for retail, internet and mail order pharmacy. QCPP is an industry-developed quality assurance program developed by the Pharmacy Guild of Australia with the assistance of other industry stakeholders I serves to raise the standard of customer service in individual pharmacies across Australia - providing an industry-wide guarantee of retail service quality and professional practice. If your current online or mail order pharmacy is not accredited you should ask yourself why.
Do I need to have cookies enabled to use the Chemist Warehouse web site?
Yes, you must be able to accept session cookies for all functions on the Chemist Warehouse site to work.