DELIVERY

You will be able to select one of the following delivery methods at checkout:

  • • Regular Post - estimated 5 business days once dispatched
  • • Express Post: expedited/priority delivery - estimated 2 business days once dispatched
  • • Fast Delivery: a courier collects your order from a local Chemist Warehouse store - order by 3pm for same day delivery
  • • Click & Collect: pickup your order at your preferred Chemist Warehouse store - typically ready to collect within 4 hours

*Actual delivery times and cost may vary according to delivery location and order. Fast delivery is available in select metro areas.

Actual delivery costs for your order will be displayed at checkout prior to payment.

These estimates are based on typical delivery times and will differ based on your area. Non-metro deliveries can take longer.

If your order has not arrived as expected, please check your order status online prior to contacting Customer Service

When your order is dispatched from our warehouse we will send you an email letting you know your parcel is on the way.

Where our delivery partner offers parcel tracking, this will contain a link to their website allowing you to track your parcel. Your order status can be checked at any time by logging into your account.

If you have preordered, you'll receive an email to confirm your order has been received. We'll then let you know once your order has been dispatched and when it is expected to arrive.

We deliver everywhere in Australia!

Delivery charges and expected delivery times may vary according to your destination, and these will be outlined at checkout.

Certain items, such as prescription medications, will require a person present to sign for the package upon delivery. For all other Regular and Express Post orders, if no one is present when the order is delivered and there is no authority or safe place to leave the package, the carrier will either attempt re-delivery or leave a card detailing the nearest location to collect the parcel.

Our Click & Collect service allows you to order online and collect your order from your preferred Chemist Warehouse store. Simply select 'Click & Collect' at the checkout.

For more information, please visit our Click & Collect

Our Fast Delivery service is available in select metro areas. If available in your area at the time of your order, you will be able to select ‘Fast Delivery” at the checkout and your order will delivered by a courier direct from your local store within 3 hours.

For more information, please visit our Fast Delivery

International Delivery times vary widely by destination. For some delivery destinations this may take a few weeks, while for others it may take longer.

Once your order is dispatched, we will send you a tracking link (if offered by the delivery partner) giving you visibility of the expected delivery date. The final date for delivery of your order is also dependant on customs clearance and other checks in the destination country.

For estimated delivery times to your country, please visit Australia Post International and select your country to view the estimated times on each delivery service. A limited list of prohibited products is also listed on website for each country.

Depending on availability of items in your order, some items may be shipped separately. If you have only received part of your order, please check your order status online prior to contacting Customer Service

If the item you have received is faulty or damaged, please follow the returns process by visiting Contact Us and selecting ‘Returns’ in the drop-down menu.

Ensure that you provide as much detail as possible about the fault – this will help our team process your return in a timely manner.

If you have received the wrong item, please follow the returns process by visiting Contact Us and selecting ‘Returns’ in the drop-down menu. Ensure that you provide as much detail as possible – this will help our team process your return in a timely manner.

If you have changed your mind about your order, Chemist Warehouse will offer you an exchange or refund if it meets all the requirements of our Returns Policy.

PAYMENT

Chemist Warehouse Online accepts payments via:

  • PayPal
  • AliPay
  • Visa or MasterCard
  • Visa Checkout
  • AfterPay
  • WeChat
  • ZipPay

Please note that all international orders need to be paid via PayPal or AliPay.

No, Chemistwarehouse.com.au is 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 ordering online, with all transactions performed by the banking institutions.

We do not store any credit card details under any circumstances.

Yes, vouchers can be used to pay for a portion of your order with a limit of one per order.

Please use the ‘got a voucher code? Add it here’ option in the shopping cart and ensure you have checked any and all relevant terms and conditions for your vouchers.

Chemist Warehouse gift cards cannot be used for online ordering.

No, as AfterPay is currently an online only service all returns must be handled by our online Customer Service Team. If you need to return an item that you have purchased with AfterPay please contact us here.

No. As Zip Pay is currently an online only service, all returns must be handled by our online Customer Service Team. If you need to return an item that you have purchased with Zip Pay please contact us here.

ORDER ENQUIRIES

All information collected by Chemist Warehouse is strictly confidential.

We do not provide this information to any other party for any purposes.

Chemist Warehouse staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

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.

After you have submitted your order, you cannot change or cancel it. Orders are processed instantly and being prepared for dispatch.

Due to their flammable nature, aerosols, perfumes and items containing batteries cannot be shipped outside Australia.

We are also unable to ship all prescription or pharmacist only medications outside of Australia.

We suggest speaking to your local customs regarding any further restrictions on products being received in your country.

All orders placed through Chemist Warehouse will automatically receive a confirmation email, if by any chance you do not receive this please send us an email here along with your relevant proof of payment.

If you need to change your address on an order you have placed, you will need to inform us immediately as orders process through our system rapidly.

Please email us here with your updated address and we will endeavor to alter your order promptly.

Whilst every effort is made to ensure this does not happen if the above has occurred you will need to contact out customer service team within 7 days of receiving your order here with any relevant photos and order number and we will assist you further.

A Copy of your digital invoice is available from Your Account. If your purchase was made on our website, just follow the below instructions to obtain a copy of your invoice:

  • 1. Go to www.chemistwarehouse.com.au
  • 2. Click 'Your Account' on the top right side of the website
  • 3. You will see all orders listed - click the order you require an invoice.

Even though great care is taken in the shipping process, if your item(s) arrives damaged, please contact our Customer Service Team to assess the damage and to work out a solution. You may be requested to provide photograph of your item(s) and/or delivery package to aid a speedy resolution.

For returns under Australian Consumer Law, please contact our Customer Service Team to arrange collection of the item/s to be delivered back to our Warehouse for assessment, exchange, repair or refund.

Products we cannot accept returns for include medication, baby formula, vitamins, fragrances and consumable products.

Orders will be packaged in plain boxes and unmarked for privacy and security. They will also have packaging inserted to avoid movement in transit.

All Online orders placed on www.chemistwarehouse.com.au are picked packed and fulfilled by Chemist Warehouse affiliate ePharmacy Group Pty Ltd.

PRODUCTS AND CATALOGUE

The above message means our Distribution Centers are currently out of stock of the particular item and it cannot be ordered online at this time.

If you have a local store, please contact them directly to query if they have the stock available.

Alternatively you can contact our Customer Service team here and we will endeavor to locate the stock for you in our stores.

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.

Please be advised, we have seven distribution centers across Australia.

The Distribution Centre that is responsible for your order may not always have every item listed on your order in stock. In this instance we will send you an out of stock notification providing you with options on how to proceed with your order.

In some cases suppliers may discontinue stock of a product, Chemist Warehouse are not always informed until after an order has been 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 via the payment method used when placing your order.

No, fragrances cannot be returned or exchanged in line with our Returns Policy so please choose carefully.

No, Due to Health Regulations and in line with our Returns Policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises.

We always want to make sure that our customers have absolute confidence in every product they purchase.

This is especially the case in medicines, vitamins and many other healthcare products.

It is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling.

We state in store and on our receipts “Medicines, baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations.”

This policy exists to protect customers.

We Do Not Accept any Returns on Adult Products - Due to the Nature of the products. If the product demonstrates a manufacturers fault, please call help line 1800 002 013 to discuss the possibility of a return.

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.

Please note, not all promotions and gift with purchases are available online and can only be obtained in store.

A majority of products on the Chemist Warehouse website are kept at Chemist Warehouse stores and this can vary from store to store.

Products that are only available on the website will state this in their product description.

Not all products available in Chemist Warehouse stores can be supplied through the website. Products that are stored in the fridge and heavy or bulky items cannot always be supplied via the website.

The prices are the same with the exception of online-only promotions and 2 for one offers.

Please check with your local Chemist Warehouse store on the price and availability of products.

Offers exclude products sold by Marketplace Seller unless otherwise specifically disclosed by Marketplace Seller.

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.

In Store:
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.

Online:
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.

Unfortunately, we are unable to process a price match for purchases made through Click & Collect or Fast Delivery.

Exclusions:
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
  • - Purchases made through Click and Collect
  • - Purchases made through Fast Delivery

**Chemist Warehouse reserves the right to deny any price matching claims if they do not meet the above criteria.**

Our policy is to supply products with at least 1 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 are at the risk of the purchaser in regards to expiry dates.

*Australian Pharmacy Transaction data is provided by IQVIA. IQVIA is one of the world’s largest healthcare data technology companies and tracks 100% of sales volumes and prices for products across Australia’s major pharmacy banners and some independent pharmacies accounting for approximately 70% of all Australian pharmacies.

GIFT CARDS

Yes, you can use both physical and digital Gift Cards online and in store.

You can check your Gift Card balance by visiting the Gift Card Balance Checker here.

No, we do not accept returns on Gift Cards.

If an incorrect email address has been added to a Gift Card you can contact our Customer Service team by going to the contact us page, here. Alternatively, you can call 1300 367 283 to speak with one of our friendly Customer Services team members.

No, we cannot reissue a Gift Card if it is lost or stolen. A gift card should be treated as cash and is the responsibility of the Gift Card holder to keep safe and secure.

A gift card should be treated as cash and is the responsibility of the Gift Card holder to keep safe and secure. Chemist Warehouse cannot reissue a Gift Card in the event this occurs.

Yes, you can purchase multiple Gift Cards in one transaction.

You can only purchase a physical gift card in store, which can be given to anyone as a gift. If you wish to personalise your Gift Card and have it sent on a specific date, we recommend you purchase a digital Gift Card online.

A Gift Card should be treated as cash and is the responsibility of the Gift Card holder to keep safe and secure. Chemist Warehouse cannot reissue a Gift Card in the event this occurs.

Yes, you may purchase any product online and/or in store at Chemist Warehouse and Ultra Beauty.

Yes, if you have multiple Chemist Warehouse or Ultra Beauty Gift Cards you can redeem them by adding one Gift Card at a time on the cart page during checkout.

If you wish to redeem a digital or physical Gift Card online, simply go to the cart page during the checkout process. On the cart page you will find an option that reads, “Do you have a Gift Card? Apply it here.”. Click on the option and follow the instructions.

Physical and digital Chemist Warehouse and Ultra Beauty Gift Cards are valid for three years after the date of purchase. You can find the expiry date by visiting the Gift Card Balance Checker page and follow the instructions. Alternatively, if you have a digital Gift Card you will find an expiry date under the gift card details section.

No, Gift Cards are not redeemable for cash.

Yes, if the value of the Gift Card balance does not cover the total amount of your order, you may also use another payment method to make up the remainder of the total sum owing. At this time, we only accept the use of a Credit Card to pay the remaining balance.

No, expired Gift cards are not redeemable and remaining amounts cannot be refunded or credited when expired.

No, Gift Cards can only be used for products on www.chemistwarehouse.com.au and www.ultrabeauty.com.au

No, not at this time.

If a product is paid in full by a digital or physical Gift Card and is refunded online. The refunded credit will be applied back to the original Gift Card.

If a product is paid in full by a digital or physical Gift Card and is refunded in store. A new physical gift card will be issued with a total balance that will include any previous amount left on the old Gift Card.

If a product is paid in part by a digital of physical Gift Card in conjunction with another payment method and is refunded either in store or online. The other payment method will be refunded first before the Gift Card.

For digital Gift Cards there are set amounts to choose from. The minimum amount available is $20 AUD. There is no set minimum amount for a physical Gift Card.

Gift Cards cannot be cancelled once they are issued except if they are cancelled at the discretion of Chemist Warehouse.

All digital Gift Cards are required to have a send date. The time of day that it sends is 2pm AEST on the nominated date requested.

No, only a digital Gift Card can be purchased online. A recipient’s valid email address will be required.

No, you will need to remove the Gift Card from your cart and add a new one.

Yes, you can use either a physical or digital Gift Card online or in store.

Yes, you can use multiple physical or digital Gift Card’s online or in store for the same transaction.

Yes, if you purchase a digital Gift Card you will not be charged any delivery fees as this will be sent via email. However, if your order contains a digital Gift Card and other items you may be required to pay a delivery fee for the other items in your order.

No, you will receive the digital Gift Card via email. Please ensure you have a valid sender and recipient email address.

If you have a physical Gift Card, you will be able to check your balance in store at the register by asking one of our friendly staff. If you have a digital Gift Card, please visit the Gift Card Balance Checker page here.

Yes, simply print out the digital Gift Card and bring it in store. Ensure that all information is clearly printed.

No, it cannot be added to a digital Wallet.

Accepted payment methods for a Gift Card purchase in store are Cash, Card (Credit / EFTPOS) or Afterpay.

However, Alipay, Zip pay, WeChat pay or other Gift Cards i.e. Visa Gift Card or Prepaid Visa / Mastercard Card will not be accepted at stores to pay for a Gift Card.

Staff will also need to visually verify / validate that the customer is using the correct method in-store.

GENERAL

For online purchases Chemist Warehouse currently dispatches from a number of sites across Australia. To purchase from one of our retail locations you can visit one of our Chemist Warehouse branches located throughout Australia. Please click on store locations for a full list of stores.

If you wish to change your online account information e.g. name, address please send these changes through to our Customer Service team here and they will update any information for you. Please note, your username cannot be changed.

As we have regular bi-monthly catalogues our prices change very regularly.

Please note, if you have placed items in your cart, these prices are subject to change in conjunction with our catalogue commencement and they are not held at the listed prices past this time.

As we are a retail company, we do not offer wholesale quantities in most cases.

An email can be sent through to our Customer Service team here for consideration of your request.

You can unsubscribe from our emailed correspondence by using the ‘unsubscribe’ option on our emails.

Alternatively, you can email our Customer Service team here with your email address and they will cease all email correspondence.

Chemist Warehouse is constantly expanding and endeavours to accommodate for areas with increased demand and bustling areas.

If you would like to bring a location to our attention an email request can be sent through to our Customer Service team here.

All products listed on our website that incur GST will have this listed on your Tax Invoice which is included within all parcels sent.

If you do not receive this Tax Invoice an email request can be sent through to our Customer Service team here.

GST is not charged or collected on international orders.

Yes, Chemist Warehouse has recently launched an official Tmall Global site https://chemistwarehouse.tmall.hk

This site is owned and operated by Chemist Warehouse Australia.

We encourage you to visit our official store and shop with confidence, knowing that all products on this site is 100% Australian sourced and authentic Australian registered product. www.chemistwarehouse.com.au/china

Vouchers can be applied to online orders in the cart section. This is located under the products as ‘Got a voucher code? Add it here’. The total voucher amount will then be deducted and reflected in the total.

Please note, only one voucher can be used per order.

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 (e.g. .com, .gov, .au, .uk etc.), the date and time of the visit to the site, the pages accessed and documents downloaded the referring 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.

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 in order for the successful delivery of the parcel.

Chemist Warehouse requires email addresses for correspondence in regards to orders placed and registration of users. We do not use these emails for commercial use without prior consent.

Please advise our Customer Service team if you no longer wish to receive our emailed correspondence.

Chemist Warehouse are Quality Care Pharmacy (QCPP) accredited for retail, internet and online order pharmacy.

QCPP is an industry-developed quality assurance program developed by the Pharmacy Guild of Australia with the assistance of other industry stakeholders 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.

Yes, you must be able to accept session cookies for all functions on the Chemist Warehouse site to work.