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

• • Regular Post - estimated 5 days once dispatched
• • Express Post: expedited/priority delivery - estimated 2 days once dispatched

*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.

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.

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, My Chemist will offer you an exchange or refund if it meets all the requirements of our Returns Policy.

My Chemist Online accepts payments via:

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

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

No, MyChemist.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.

My Chemist 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.

All information collected by My Chemist is strictly confidential.

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

My Chemist 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 My Chemist will automatically receive a confirmation email, if by any chance you do not receive this please send us an email at [email protected] 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 at [email protected] 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 at [email protected] with any relevant photos and order number and we will assist you further.

Please note all online orders are sent with a tangible copy of the tax invoice included.

If you require an additional copy of this invoice please email us with the relevant order number at [email protected] to request this.

Yes, in most cases you are able to return items from your order in store, please ensure you bring your tax invoice with you within 7 days of receiving your order.

Alternatively you can post the item back to us and we will refund accordingly once the product arrives.

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.mychemist.com.au are picked packed and fulfilled by My Chemist affiliate ePharmacy Group Pty Ltd.

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 at [email protected] and we will endeavor to locate the stock for you in our stores.

All orders must be paid in full before My Chemist will process them. My Chemist 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, My Chemist 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 take care to stock all items inside each My Chemist catalogue on the My Chemist 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 My Chemist website are kept at My Chemist 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 My Chemist 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.

In most cases the prices are the same but they can vary on some items e.g. promotions and 2 for offers.

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

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.

We are here to support you. Our pharmacists are available on 1300 367 283 at the following times:

Monday to Friday: 8.30am to 5:30pm AEST

Saturday: 9:00am to 1pm AEST

We are unable to accept faxed prescriptions. We can only fulfil online orders with an original paper prescription or electronic prescription.

For help on how to submit prescriptions for online ordering please visit

https://www.chemistwarehouse.com.au/prescriptions

Unfortunately, at this stage we are unable to ship prescription items to locations outside Australia.

In store these products are kept in the Professional Service Area which is in view of the Pharmacist.

Online there is no Pharmacist present during the transaction; therefore we can only supply a limit of 1 per order.

This is in accordance with the Pharmacy Board of Australia.

Yes, we want to make things as easy for you as possible.

Simply select the 'keep your repeats on file' option at checkout and we will keep your repeats on file to save you time when you next re-order online.

Items which are subsidised by the Government under the Pharmaceutical Benefits Scheme (PBS) are charged at different prices depending on the type of benefit card a customer may have.

There are three different levels under the PBS.

The first is called General patients. These are customers with a Medicare card, but no other benefit cards (i.e. no pension card or concession card). These customers must pay up to the first $30.60 before the Government begins to subsidise their medicines.

The second is Concession patients. These are customers who are on a health care card, pension card, Veterans’ affairs card or safety net concession card. These patients pay the first $6.70 of a prescription and the Government subsidises the rest.

The third is the Safety Net Entitlement patients. When a concession patient has spent $277.20 on government subsidised medications in the calendar year they will receive a Safety Net Card and be entitled to the Safety Net pricing for the remainder of the year.

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.

Unfortunately, there are restrictions on how frequently we can dispense prescription medications.

Only one supply of a prescription medication can be dispensed at a time for any online orders.

Unfortunately, once these products have left our distribution centre, the storage conditions of the product cannot be guaranteed and therefore cannot be returned for a refund.

No. Unless your doctor has endorsed your script "Regulation 24" or has written the prescription for the increased quantity we are unable to supply increased amounts.

Please talk to one of our pharmacists before placing an order in this case on 1300 367 283.

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.

My Chemist's prime objective is to ensure the safety of the patient in regards to the safe use of medications.

My Chemist staff reserve the right to refuse any orders it may deem to not fit this criteria, or of a nature that may be unsafe in its volumes or capacity for misuse. The sole discretion is that of the pharmacist in charge.

As most state and territory regulations either prohibit or consider self-prescribing as not best practice, we do not accept self-prescribed prescriptions.

Schedule 8 medications cannot be ordered from our online store. To have a schedule 8 medication dispensed please visit your local store with your prescription.

For online purchases My Chemist currently dispatches from a number of sites across Australia. To purchase from one of our retail locations you can visit one of our My Chemist 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 on [email protected] 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 on [email protected] 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 on [email protected] with your email address and they will cease all email correspondence.

My Chemist 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 on [email protected].

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 on [email protected].

GST is not charged or collected on international orders.

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.

My Chemist 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 My Chemist. My Chemist will also forward order addresses onto Australia Post in order for the successful delivery of the parcel.

My Chemist 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.

My Chemist 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 My Chemist site to work.