Shipping & Lost Parcel Policy
Shipping and Lost Parcel Policies:
1. Dispatch & Responsibility
Once your parcel is lodged with Australia Post or Star Track, responsibility for delivery transfers to Australia Post and Star Track. We have no control over delays, redirections, or lost parcels once they are in transit.
2. Tracking Information
Australia Post usually provides our pharmacy with tracking details via email; however, on some occasions they do not.
- If you request tracking and we have received it, we will share it with you.
- If Australia Post has not supplied tracking to us, it is the patient’s responsibility to contact Australia Post directly and lodge an enquiry.
3. Receiver Must Lodge Missing-Parcel Enquiries
If your parcel does not arrive, Australia Post requires the receiver (the customer) to lodge the missing-parcel enquiry.
We will provide tracking details and any supporting information needed.
4. Compounded Medicines Cannot Be Replaced for Free
All compounded medications are made specifically for each patient and cannot be resold or reused.
For this reason, we cannot provide complimentary replacements for parcels lost by Australia Post.
5. Remake Fees
If a parcel is confirmed missing in transit, we can remake your medication at a reduced cost of:
65% of the original price
6. Reduce the Risk
We strongly recommend selecting:
- Signature on Delivery - $5 (addition)
- Additional payment to insure contents of parcel with Aust Post
- or an alternative courier service arranged by the patient
7. Schedule 8 Medication
All Schedule 8 medications are shipped via StarTrack through Australia Post and require a signature upon delivery.
If a parcel is returned or requires redelivery due to an unsuccessful delivery attempt, any additional postage or redelivery fees will be the responsibility of the customer.
These options significantly improve delivery reliability.