FAQ

Frequently Asked Questions

Our Online Department's office hours are as follows:

Monday to Friday: 8:00am – 4:30pm *Public Holidays may affect these times

For individual store hours, please visit our Stores Page

For any questions unanswered here, or if you're looking for further clarification, please Contact Us

 

Delivery

What are the delivery options and prices?

Please note that Public Holidays will add on extra delivery time for orders

On all Australian orders less than $50 in value (and under 3kgs) we have a flat rate shipping fee of $8.95.

All Australian orders $50 or more in value (and under 3kgs) will qualify for FREE DELIVERY.

Any orders over 3kgs will have our Online Team be in contact with further information regarding shipping.

All orders of Prescription items will receive FREE DELIVERY regardless of order value.

All orders of Compounding items will qualify for FREE DELIVERY.

Does Superpharmacy offer Express Shipping?

By default our StarTrack deliveries are express, but not always guaranteed to be next day depending on location.

Please note cost will directly correlate to size and weight of the order.

We also utilise Auspost Express for PO Boxes and Parcel Lockers. This service is generally next day delivery however, depending on location, this could take longer.

Some areas can receive Express Deliveries on Saturdays.

If you would like to organise express shipping or have any questions regarding shipping please call 1300 4MEDICINE (1300 463 342) during office hours or email customerservice@superpharmacy.com.au to make an enquiry about cost.

Who do you deliver with?

We partner with well-known and trusted delivery services to minimise delivery times. These include:

  • StarTrack
  • Auspost
  • Local delivery couriers

We also offer our own personal delivery driver in the local Sydney Area to hand deliver you your medication.

The end goal is to get your order to you as fast and as securely as possible.

How long will my order take to arrive?

Be aware the Public Holidays will add on extra transit time for deliveries - usually about a day or so.

Please also note PO Boxes & Parcel Lockers may have longer transit times. We recommend a business or residential address for deliveries.

Once your order has been dispatched from us, these are the estimated standard parcel delivery times in business days (Monday-Friday).

NEW SOUTH WALES / AUSTRALIAN CAPITAL TERRITORY

  • Sydney Metro Areas = 1-2 days
  • NSW Country = 1-2 days
  • Canberra Metro Areas = 1-3 days

VICTORIA

  • Melbourne Metro Areas = 1-2 days
  • VIC Country = 2-3 days

QUEENSLAND

  • Brisbane Metro Areas = 1-2 days
  • South East QLD = 1-2 days
  • Central QLD = 2-3 days
  • Far North QLD = 2-4 days 
  • Far North QLD (Remote Islands) = 8-10 days

TASMANIA

  • Hobart / Launceston Metro Areas = 1-2 days
  • Regional Tasmania = 3-4 days

SOUTH AUSTRALIA

  • Adelaide Metro Areas = 1-2 days
  • SA Country = 3-4 days

NORTHERN TERRITORY

  • Darwin Metro Areas = 3-4 days 
  • Alice Springs = 4-5 days 
  • NT Country = 8-12 days

WESTERN AUSTRALIA

  • Perth Metro Areas = 1-2 days
  • WA Country = 1-4 days

Where do you ship to?

We offer shipping Australia wide. Unfortunately, we do not offer international shipping at this time.

Do I need to sign for my order?

If your order is for a prescription product, you will be required to sign for the product upon delivery.

If your order does not contain items that require a prescription, you will be given the option in the checkout process to provide the delivery drivers the Authority to Leave the order without a signature.

Please be aware that once you provide Authority to Leave, you do so at your own discretion and with the full understanding that we are not to be held accountable for the order once it has been delivered.

How can I track my order?

Once your order has been dispatched you will receive a confirmation email to your specified email address and to the mobile number supplied. We will then give you further information, including your tracking number and how you can track your order.

How do you package my order?

We pack and send all our shipments in plain packaging sealed with security tape.

If you order items that require refridgeration, we have a specialised packing and shipment process.

Items that require refridgeration are placed in cold seal packaging and then packed into temperature-controller, insulated boxes alongside ice gel packs.

If an item requires refridgeration, it will be shipped at the beginning of the business week in order to avoid having the item sitting in delivery warehouses over the weekend.

What happens if I didn’t receive my order?

In the unfortunate and unlikely scenario that you didn’t receive your order please get in contact with our customer support team at:

customerservice@superpharmacy.com.au or call 1300 4MEDICINE (1300 463 342) (available only during office hours).

Please ensure that it has been more than the estimated delivery time and be aware that during certain times of the year, such as Christmas and Mother’s Day, delivery times may be longer than expected due to the sheer number of deliveries being made.

What happens if my order was damaged/missing items?

In the unfortunate circumstance that an order you have received contains missing or damaged items, please get in touch with our customer support team at:

customerservice@superpharmacy.com.au or call 1300 4MEDICINE (1300 463 342) during office hours.

Please be aware that when placing an order with prescription items and regular over-the-counter items, you will be given the choice in the checkout to have items delivered in separate shipments to accommodate the requirement of us needing a physical prescription before we send your prescription items to you.

Can I have my order left at home if I am not there?

As long as your order does not contain prescription items, you will be able to give Authority to Leave for the delivery driver.

Please be aware that once you provide Authority to Leave, you do so at your own discretion and with the full understanding that we are not to be held accountable for the order once it has been delivered.

Am I able to pick up my order from a store closest to me?

Please get in touch with our Online Team to arrange pickup at your local store by either leaving a comment on your order or calling 13004MEDICINE (1300 463 342) during office hours.

 

Ordering

How can I cancel an order I have placed?

If you would like to cancel an order you have placed, please email us at customerservice@superpharmacy.com.auor call 13004MEDICINE (1300 463 342) during office hours.

What do I do if I didn’t receive a confirmation email?

If you did not receive a confirmation email please make sure the email is not in your Junk Mail folder. 

If it is not, please get in touch with our team at customerservice@superpharmacy.com.au or call 13004MEDICINE (1300 463 342) during office hours to allow us to assist you follow up on your order.

What do I do if I didn’t receive a tracking number?

Please note you will not receive a tracking number until your order has been dispatched. Make sure the email is not caught in your Junk Folder.

If you have not received your tracking number, please email us at customerservice@superpharmacy.com.au or call 13004MEDICINE (1300 463 342) during office hours and we can provide one for you.

Am I able to add products to an order I have already placed?

Yes, please get in contact with our Online Team by calling 13004MEDICINE (1300 463 342) during office hours or alternatively email customerservice@superpharmacy.com.auu

Am I able to order over the phone?

Yes, we facilitate phone orders. Please contact us on 13004MEDICINE (1300 463 342) during office hours.

Am I able to refund or exchange products I have ordered online?

If you would like to organise an exchange or refund of products you have ordered with us, please get in touch with our customer support team by emailing customerservice@superpharmacy.com.au or calling 13004MEDICINE (1300 463 342) during office hours. We handle refunds and exchanges at our discretion as per our terms and conditions.

Please note NSW Health Regulations prohibit us from authorising refunds for prescription items.

 

Payment

How can I pay for my order?

Our website utilises SecurePay and Paypal technologies to safely and securely accept payments for items online. If you would rather pay another way, please place an order over the phone through our customer support team by calling 1300 4MEDICINE (1300 463 342) during office hours.

What are Bonus Points?

Bonus points are awarded when you have signed up for the Superpharmacy Loyalty Program and have purchased items that awards bonus points. These points can then be redeemed at the checkout. For further information, read our Loyalty Program Terms and Conditions.

Please be aware that upon cancelling or refunding an order that awarded you bonus points, the bonus points you earnt due to that specific transaction will be deducted from your account.

Can I get a tax invoice?

We automatically include a tax invoice in your shipment packaging. Also, the confirmation email we send you can be used as a tax invoice.

If you have placed an order over the phone, we can email through a tax invoice or provide it in your shipment packaging.

 

Prescriptions

How long will it take if I order a prescription item online?

Please ensure to allow sufficient time for the delivery of your prescription or repeat authorisation paperwork to us and the subsequent order delivery via our specialised delivery network. We recommend considering a total of up to 7 days for metro areas or 10 days in remote areas. If we do not already hold your prescription paperwork, it will be necessary for you to send the prescription paperwork to us before we can dispatch your order.

How do I get my prescription paperwork to you?

In all cases please note we will still need to receive a physical copy of your prescription paperwork.‚Äč

If you would just like to confirm any details or the validity of your script, send an email to pharmacist@superpharmacy.com.au with a copy attached.

You can send an email to customerservice@superpharmacy.com.au with a copy/photo of your script attached.

If your mobile plan supports MMS you can text us a photo of your script for verification to our email address. To send a text to an email address, take a photo of the script, view the photo on your phone and you can choose to send the photo as a message. Enter pharmacist@superpharmacy.com.au into the box where you would normally put a phone number and send.

If your mobile plan does not support MMS you can fax a copy of your script to (02) 9987 2289.

You can physically ship your prescription paperwork to you nearest stores by sending it to the most relevant address below.

NSW, ACT, and TAS:  Superpharmacy PO Box 1877 Hornsby Westfield 1635

QLD and NT: Superpharmacy 187 Days Road, Grange Qld 4051

SA: Superpharmacy 41 Hindley Street, Adelaide SA 5000

VIC: Superpharmacy 92 Lygon Street, East Brunswick VIC 3057

WA: Superpharmacy 259 Walcott Street, North Perth WA 6006

When will my prescription order be dispatched?

Orders for prescription items can only be processed once we physically receive your prescription paperwork. Prescription product orders will be dispensed and dispatched on the business day the prescription or valid repeat authorisation is received at the SUPERPHARMACY registered premises. Please send your prescription paperwork to the appropriate store for your state for processing in order ensure the quickest transit time so we can dispatch you order to you.

 

Stores

Where is the pharmacy nearest to me?

Superpharmacy has stores in major states all around Australia. You can find your closest store on our Store Page or alternatively, order your items online through our secure shopping systems. Our delivery network means no matter where you are, we can deliver to you fast and safely.

What is the closest compounding chemist?

We have a compounding pharmacy in Sydney that utilises our own local compounding lab. We offer free delivery on all compounded medications Australia wide with quick and safe delivery. With our efficient delivery service and stores around Australia, the closest compounding chemist to you is Superpharmacy online. Find out more through our Compounding Page.

Which pharmacy delivers direct to me?

Superpharmacy has a robust network of stores and delivery systems in place all around Australia which allows us to offer fast and safe delivery of your items direct to your door. Therefore, no matter where you are in Australia, Superpharmacy can deliver you the items you need most, at fantastic prices.