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?
ePharmacy 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 ePharmacy 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 info@ePharmacy.com.au 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 ePharmacy 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?
ePharmacy 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 ePharmacy 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 use 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. See your financial institution on how to do this.
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 via PayPal over our website.
Please contact us for more information
If I am an international customer, how can I know how much the prices are in my currency?
Once you have completed your order, your credit card will be charged the equivalent amount in Australian dollars, where your credit card issuer will then convert accordingly. ePharmacy does not have any involvement in the currency exchange process by the credit card provider that is viewed on your statement.Please note that ePharmacy.com.au is not liable for the difference of any currency exchange through a refund. The exact amount of the refund will be made in Australian dollars and ePharmacy.com.au is not liable for the difference of the exchange.
How are international orders sent?
ePharmacy 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 ePharmacy 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 Pharmacist counselling before they can be supplied?
Legislation in Australia deems that “pharmacist only medication” requires personal counselling by a pharmacist before sale of the item.
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 prescription before we can dispense and send.
Can I order prescription items if I don’t live in Australia?
Yes, but you must have an Australian prescription written by an Australian registered Doctor. We cannot accept international prescriptions. It is illegal to send ANY NHS subsidised prescriptions out of Australian even if you are an Australian resident. All prescription medicines sent out of Australia must be paid for at the private price. You will not be able to place any orders for prescriptions on line if you have an address outside of Australia and will need to contact us via email to arrange this.
Can ePharmacy 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 subsidised by the government under the Pharmaceutical Benefit Scheme (PBS), are charged at different prices depending on the type of benefit card a customer may have. There are three levels under the NHS. The first is called General patients. These are customers with a Medicare card but no other benefit cards ie no pension or concession card. These people must pay up to the first $37.30 before the government starts to subsidise their medicines. The second is concession patients. These are people who are on a health care card, pension card, veterans affairs card or safety net concession card. These patients pay the first $5.20 of a script and the government subsidises the rest. The third is the safety net entitlement patients. These are people who have a benefit card and have reached the Safety Net limit of $372.00 in a calendar year. These people obtain scripts 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 NHS item at a time?
The government under the National Health Service (NHS) 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, 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 NHS 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.
How do I order a Pharmacist Only Medicine (S3)?
A customer can place an order for a “Pharmacist Only Medication” online or over the phone. Before these items can be shipped the patient must talk with one of our pharmacists and receive direct counselling. The pharmacist will decide if this medication is appropriate for you or not. If approved, the pharmacist will make a note on your order and it will then go through to be picked and packed. Please phone us and ask to talk to one of our pharmacists on 1300 367 283 and select option 2. Pharmacists are available Monday to Friday 8am to 7pm, Saturday and Sunday 9am to 4pm.
Can I obtain more than one supply of a prescription medicine in one order?
No. The Pharmacy Board of Australia (AHPRA) have indicated that the dispensing of more than one repeat of a prescription medicine at one time was “contrary to good pharmaceutical practise”. They have also indicated that the use of a signed authority form from your doctor was not adequate to allow the dispensing of multiple repeats at one time.
Therefore the only way that we will be able to dispense more than one repeat at one time will be for you to get your doctor to endorse your prescription with “Regulation 24” next to every item you would like to have more than once repeat dispensed. Alternatively, the doctor can write the prescription out for the total quantity that you require. . Eg If your prescription is written out for 30 Tablets with 5 repeats and it does not have “Regulation 24 “ written on the script, the ONLY quantity we can dispense is 30 at one time. Further dispensing of this product could only occur after an appropriate length of time – usually 21 days but this depends on dosage. In this example if you would like to obtain 180 Tablets then the doctor must endorse the prescription “Regulation 24” or the quantity must be written out for 180 Tablets and not 30. We can no longer accept signed authority forms from your doctor as permission to dispense more than one pack.
It should also be noted that if you order any prescription item as Private, NO PBS stickers will be issued and it will not count towards your Safety Net total for the year. Once any prescription order has been sent the product cannot be returned for a refund even if your doctor changes your medication or you have an adverse reaction.
Please contact our pharmacist on 1300 367 283 for more information.
Can I have all of my repeats dispensed in one order?
No. Unless your doctor has endorsed the prescription "Regulation 24", we can only supply one repeat at a time. 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
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?
ePharmacy will endeavour to locate products that are available in store and not online. Please send an email request with details to: info@ePharmacy.com.au.
Do we have a mail-order catalogue?
Yes we have a Prescription Catalogue and other catalogues throughout the year. 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 ePharmacy could not supply?
All orders must be paid in full before ePharmacy will process them. ePharmacy 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 ePharmacy 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 ePharmacy and ePharmacy 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 ePharmacy catalogue, but I can't find some of the items on the website?
We take care to stock all items inside each ePharmacy catalogue on the ePharmacy 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 ePharmacy stores keep the same products as listed on the ePharmacy web site?
About 95% of products on the ePharmacy web site are kept at ePharmacy stores and this can vary from store to store. Not all products available at ePharmacy stores can be supplied through ePharmacy. Products that are stored in the fridge and heavy or bulky items cannot be supplied through ePharmacy.
Are the prices on the ePharmacy web site the same at ePharmacy stores?
In most cases the prices are the same but they can vary on some items. Please check with your local ePharmacy store on the price and availability of products.
How does the Lowest Price Guaranteed offer work?
At ePharmacy if you find a cheaper price on the same item at another Australian registered pharmacy or Australian registered online pharmacy we will match it and give you 10% off the difference. The price must be valid at the time of purchase and you must inform us at the time of purchase. There is no price guarantee after the time of purchase. If you would like to price match in store, please bring a catalogue from the other retailer. The discount will take place during the time you purchase the product in store. If you would like to price match online, please send us a link of the product on the other website it is being advertised on and your order number. You will need to pay full price initially, however, after your price match has been approved you will receive your refund. 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, on sale or discontinued.
Do International orders include all charges?
NO. Internation orders do not include any taxes, import duties, customs charges or any other government charges. As all of these charges depends on customs in your country, it is your responsibility to find out before ordering what these charges are and to pay them in full, if required when your parcel is delivered. We will not be responsible for any charges outside of Australia or for any delays caused in Customs in the country of delivery.
Can Vitamins be returned for Refund or Exchange?
No, Vitamins cannot be returned or exchanged so please choose carefully.
Can I order through ePharmacy 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 ePharmacy is strictly confidential. We do not provide this information to any other party for any purposes. In additoon, all ePharmacy 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 1300 367 283 as soon as possible. Alternately you can email us within office hours, however you must remember that in most cases, orders placed are despatched the same or next business day. Orders that have been despatched 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), a full refund less postage will be provided. Prescription Medications are unable to be refunded or returned once they have been despatched.
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 products which are illegal or restricted in the country they are being sent to. Eg we will not supply any codeine containing preparations outside Australia.
Can I phone and talk directly to a pharmacist?
Yes. We have Pharmacists available on the phone Monday to Friday 8am to 7pm (Qld time)and Saturday and Sunday 9am to 1pm (Qld time) at the cost of a local call within Australia. The phone number is 1300 367 283 and select option 2.
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 ePharmacy?
The ePharmacy website is run and operated by the EPharmacy group. Any orders purchased by you will be provided by an affiliated Australian registered ePharmacy pharmacy.
Where is ePharmacy located, and can we purchase at ePharmacy rather than through the Internet or mail order?
ePharmacy currently dispatches from sites across Australia. Our retail locations - ePharmacy - are located throughout Australia. Please click on store locations for a full list of stores.
What is ePharmacy'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?
ePharmacy 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 ePharmacy. ePharmacy 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?
ePharmacy 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 ePharmacy Pharmacists and staff in regards to orders?
ePharmacy's prime objective is to ensure the safety of the patient in regards to the safe use of medications. ePharmacy 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 ePharmacy assure professional quality standards are met and maintained?
ePharmacy 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 ePharmacy web site?
Yes, you must be able to accept session cookies for all functions on the ePharmacy site to work.