Fast Delivery

Fast Delivery

Frequently Asked Questions

 

Here you will find the most frequently asked questions about Fast Delivery. If the information below doesn't answer your query or concern, please feel free to contact our friendly Customer Service team via the Contact Us page,Click Here.

ABOUT FAST DELIVERY

Fast Delivery is an on-demand delivery service that allows you to place an online order and have it delivered directly to your door.

There are 2 delivery options to select from:

  • On-Demand 3-hour Delivery
  • Same-Day Delivery

All everyday essential products are available to order through Fast Delivery.

You will not be able to order any Online-Only products, Scheduled pharmacy products or prescription medications.

Fast Delivery is available at selected Chemist Warehouse stores.

HOW DOES FAST DELIVERY WORK?
  • Add products to your cart and proceed to the checkout
  • Fill out all Contact Details upon checkout
  • Select Fast Delivery as your ‘Ideal Delivery Option’.
  • Select either ‘3-hour delivery’ or ‘Same day delivery’
  • You will receive an Order Confirmation SMS and email

Staff at a store near you will pick your order.

Once complete, you will receive a confirmation.

SMS/email, with the details of your order and links to key information after the order is placed.

Order will be collected by the driver and delivered to the nominated address. Once your order has been delivered, you will receive a confirmation SMS/Email with a Tax Invoice link.

NOTE: Unfortunately, for Fast Delivery orders, we are unable to leave the parcel unattended. If you are not home at the time of delivery, your order will be returned to the store it was sent from. If this occurs, you may not be eligible for a refund of delivery fees.

PLACING ORDER

No, Delivery fees apply to ALL Fast Delivery orders. Fees vary depending on the delivery option selected (Same-Day Delivery or On-Demand Delivery) and distance from store.

At the Checkout page, different delivery options are presented.

Select Fast Delivery as your ‘Ideal Delivery Method.’

You will be able to proceed with the checkout process, if the service is available in your area.

No, prescription medications are not available through Fast Delivery.

Reasons for the Fast Delivery option not being available to select at checkout include:

  • The product is not available for Fast Delivery
  • Low stock of certain items
  • Address is more than 5km from a participating store
  • Credit card
  • PayPal
  • Afterpay
  • Alipay
  • VisaCheckout
  • WeChatPay
  • ExpressPay
  • ZipPay

Payment will be processed after the order has been picked and a driver has been assigned.

Delivery fees are calculated based on the delivery service selected and the delivery location.

Once Fast Delivery has been selected on the Checkout Stage, you will be presented with the delivery fees for Express Delivery and Same-Day delivery.

You will not be able to change your order preference to Click & Collect if you have chosen Fast Delivery. In the event of a failed delivery, the order will be returned to the store and you can collect in person.

NOTE: No refund for shipping fees, if this is done.

ON-DEMAND 3-HOUR DELIVERY

  • Weekdays: 4pm cut-off
  • Weekends: 2pm cut-off
  • NOTE: Orders placed after the cut-off times will be delivered by 12pm the following day.

SAME DAY DELIVERY

  • Weekdays: 11am cut-off for delivery by 6pm
  • Weekends: 11am cut-off
  • NOTE: Orders placed after the cut-off times will be delivered by 6pm the following day.

Your order will be delivered the following day.

Yes, you will be able to place and receive orders on weekends, depending on location & stock availability.

Orders will not be delivered on public holidays however you are still able to place orders for next-day delivery. Any orders placed on the Public Holiday will be delivered the next day.

Unfortunately, no orders will be delivered if you have entered a PO Box as your address as Fast Delivery orders cannot be left unattended.

PICKING ORDERS

The store will have to ‘short-pick’ the order as not all items are available.

An “Action Required” email will be sent out to notify you that one or more products are unavailable from your order. You will be prompted to choose from the below actions.

Partial Order: Receive all the available items and cancel out of stock products. A second payment will appear in your account with the new order value and the first one will disappear.

Cancel Order: The entire order will be cancelled. The transaction in your account will disappear, including the delivery fee as no money is taken out until the order is awaiting collection by the driver.

An immediate response to “Action Required” is necessary to finalize your order.

A delayed response may affect your delivery. Your delivery may be deferred to the following day.

Your order will be cancelled if a response has not been made within 7 days of placing your order.

1. Confirmation Email send to your inbox (This may appear in your Junk Mail Inbox)

2. On your Account page under the Order Number > Order Information > Store Details

3. Delivery Label attached to the front of the bag containing your order.

4. The Store Locator on our website.

DELIVERING ORDERS

Weekdays - orders will arrive by 6pm at the latest.

Weekends - orders will arrive by 5pm at the latest.

You are required to meet the Driver upon delivery. The Driver will confirm your name (at a safe distance) to ensure the order was delivered to the correct person.

NOTE: All deliveries will be Zero Contact. A signature and presentation of ID will not be required.

No, you will not be able to select a specific time, however there is an option for an On-Demand Delivery service where you are able to receive your order within 3 hours from placing your order.

No, the customer who placed the order must be the same person who accepts the delivery.

The order will be returned to the store it was picked from. You will then need to contact the store to organize a new delivery time or to pick it up in-store.

NOTE: Additional delivery fees apply if organising a new delivery and no refund on the original delivery fee.

You will need to contact the store the order was picked from to arrange another delivery time. Additional delivery fees will apply.

Alternatively, you can collect the order in-store.

Yes, you will be charged an additional delivery fee if you choose to have your order re-delivered.

Alternatively, you can choose to collect your order from the store it was picked from.

Store details can be found in your Order Confirmation email or on your Accounts page.

A SMS/Email will be sent to you at each of the below ordering stages:

  • 1. Processing
  • 2. Awaiting Pickup
  • 3. Delivered

You will also be able to track the order status if you log into your Chemist Warehouse accounts page.

Please ensure the email and phone number provided is correct!

No, you will not be able to cancel your order if the Driver has already collected it from the store.

You must accept the Delivery and contact the store to refund the order.

No, you will not be able to reschedule your delivery unless the order has been returned to the store after a failed delivery.

You will only need to confirm your name (at a safe distance) to the Driver to ensure the order was delivered to the correct person.

All deliveries will be Zero Contact. Drivers will not need to check your ID and/or credit card details.

REFUNDS & RETURNS

You will need to visit the store that picked the order to return an item.

Store details can be found in the Order Confirmation email, on your Accounts Page, Store Locator on the CWH website or on the Delivery Label attached to the front of the bag.

Refunds will be processed according to the current Refund Policy. www.chemistwarehouse.com.au/AboutUs/ReturnsPolicy

NOTE: Call the store first to confirm the return is okay and return your items within 7 days.

You will need to contact the store the order was picked from. Be sure to provide evidence of the damage. The store will investigate and provide a refund if the damage occurred because of store staff or driver. Delivery Fee may also be refunded if all products are impacted.

You will need to contact the store the order was picked from who will investigate further.

You will either be provided with the item that was missing or refunded the money for the product. Delivery Fee may also be refunded.

You will need to contact the store the order was picked from. Staff can arrange for a Driver to come and pick it up/send your correct order. Delivery Fee may also be refunded.

If you have any issues regarding your order, please contact the store your order was picked from.

Yes, if you select to have your order re-delivered, you will be charged an additional delivery fee.

Alternatively, you can select to pick up your order in-store.

No, you will not receive a refund on the Delivery fee if you missed the delivery.

You may be eligible to receive a refund on your delivery fee if you meet one of the following criteria:

  • 1. Order Delivery Late.
  • 2. Poor Delivery Service.
  • 3. Delivered to Wrong Address.
  • 4. Product Missing/Damaged.

You will need to contact the store to request a refund for the Delivery Fee. Delivery Fee refunds will be made at the store’s discretion.

You can cancel your order via the tracking link sent to you through SMS/email. The option to Cancel will be located next to the ‘Status’ of the order on the Account page.

If your order has already been picked you will not be able to cancel the order as this means a driver has already been assigned to pick up your order. You will have to accept the order and then contact the store it was picked from to request a refund.