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
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 ePharmacy 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.
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! Over 90 precent of orders are picked, packed and dispatched within 24 hours of the order being 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.
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 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.
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 is to email us ASAP and we will cancel it. You must remember that in most cases, orders placed are dispatched the same or next business day. Orders that have been dispatched 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.
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 Thawte 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.
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.
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.
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 ePharmacy?
ePharmacy is owned and operated by Brett Clark, Jeff Wasley, Gary Nipperess and Sam Gance. We are Australian registered pharmacists with over 50 years combined retail pharmacy experience.
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.
Why do some prescription items have four different prices?
Items, which are subsidised by the government under the National Health Service (NHS), 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 $36.10 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 $5.90 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 obtain 60 scripts 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.
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.
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.
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.
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.
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.
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.
If I am an international customer, how can I know how much the prices are in my currency?
The ePharmacy website prices can be changed to selected currencies from around the world. You can select you currency on the home page in the top right hand corner using the drop down box. The conversion rates are calculated daily using daily foreign exchange data. 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 providor that is viewed on your statement.
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.
Why do some of the fragrances on promotion state they are Unboxed or have No Lid
At ePharmacy 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.
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.
Can I obtain more than one supply of a prescription medicine in one order?
No. The Pharmacy Board of Australia (AHPRA) have recently 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 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 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.
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.
How does the Lowest Price Guaranteed offer work?
At ePharmacy Online Store 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.
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.
Do International orders include all charges?
NO. Internation orders does not include any taxes, import duties, customers 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.
What policy does ePharmacy 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 I return a product for a refund or exchange?
If the product is not what you ordered or if faulty we will refund you or send the correct product freight free.
If you change your mind about a product, we can offer to refund or exchange the product but you will have to pay the cost of postage to return the product.
All medicines, vitamins, baby formula and any products for internal use cannot be returned for a refund or exchange unless there is a fault or the wrong product was sent. Side effects or a medicine not working are not considered faults.
What time frame do I have to make a claim for damaged or incorrect good received?
All Claims for damaged good or incorrect goods supplied must be made within Seven (7) days of receipt of the goods. Please call our call centre on 1300 367 283 to make a claim. Do not return any goods until you have contacted us.
If goods are damaged a photo of the goods must be supplied.
Depending on the type of goods, a replacement will be posted or a refund will be supplied.
If directed to return goods, make sure they are returned in the box provided and always include your details so we know who the goods are from.