Shipping and Delivery
Frequently Asked Questions
Our Online Department's office hours are as follows:
Monday to Friday: 10:00am - 4:30pm
*Public Holidays may affect these times
For any questions unanswered here, or if you're looking for further clarification, please Contact Us
Auspost Delays
Some delivery delays are experienced across Australia when using the Australia Post network.
For more information, see here for the latest updates from Auspost: Auspost Delivery Times
Delivery
What are the delivery options and prices?
Our Delivery Estimations are not a guarantee, and will vary based upon delivery location within Australia and the need to obtain fresh stock where required from suppliers. The supplier delivery time may extend our advertised delivery times.
We deliver to all Australians!
We offer Standard Shipping for $9.95 (approximately 4-8 business days ) It is a requirement of using the service that all clients observe the above time frames before escalating any issues with the delivery of their order to a payment provider, supplier, or other body. SupaPharm reserves the right to indemnification for any loss or damage caused by a failure to observe this clause or by any adverse steps taken to list negative reviews where clients have not observed these time frames.
Any orders that contain an item that requires Cold-Chain Shipping may incur a $10.95 Fee and this will only be available for orders placed and available for shipping between Monday-Thursday for metro areas or Monday -Wednesday for regional areas. This will overwrite any other thresholds and may extend advertised delivery times.
Orders over 5kgs that are considered 'Bulk Orders' may have our Online Team be in contact with further information regarding shipping.
*These estimations are subject to your location, and do not account for dispatch times. Please note our couriers do not operate on weekends and public holidays.
Does SupaPharm Compounding offer Express Delivery?
We do not offer an Express Delivery Service but will endeavour to deliver items at the fastest time frame possible for a given order and delivery category Transit times for our Express Service depend upon your location within Australia.
Generally, deliveries to a Metro Area are 1-3 business days transit time.*
Northern Territory, Tasmania & Rural Areas may experience longer transit times.
We also primarily utilise Outpost eParcel 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 though this is not a guarantee.
*These estimations are based upon transit time once dispatched from our locations. Please note our couriers do not operate on weekends and public holidays and in all cases the estimates are above are subject to and subrogated by the Australia Post delivery commitment..
Who do you deliver with?
We partner with well-known and trusted delivery services to minimise delivery times. These include:
- Auspost
- Local delivery couriers such as Capital Transport
Where do you deliver?
We can deliver Australia wide. Unfortunately, we do not offer international shipping.
Do I need to sign for my order?
We do not require a signature on delivery. Our delivery providers will deliver your item. If you require Authority to leave and you fail to pickup the items at the allocated time from the driver you may be charged a redelivery fee at our discretion.
How can I track my order?
Once your order has been prepared in our laboratory you may contact us for shipping details.
At our discretion we may opt to provide you tracking and delivery details.We also do our best to provide continual updates to you as your parcel moves through the network.
For any specific updates on the status or location of your order, contact our Customer Support team on the allocated phone number.
How do you package my order?
We endeavour to use eco-friendly items for delivery where such items are suitable as secondary packaging for pharmaceutical products. This is not always possible. In those circumstances secondary packaging will be selected based on the most suitable and appropriate type.
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 support@supapharm.com.au or call our customer service line on the numbers recorded on our contact us page Please ensure that it has been more than the estimated delivery time and be aware that during peak periods deliveries can be delayed.
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 contact with our customer support team atsupport@supapharm.com.au or call our customer service line on the numbers recorded on our contact us pagecustomerservice@supapharm.com.au or call the numbers listed on our contact us page during office hours.
Can I have my order left at home if I am not there?
Your orders by default will be left at your preferred delivery address.
If this is not suitable, please advise us in writing by sending an email to support@supapharm.com.au
Ordering
How can I cancel an order I have placed?
If you would like to cancel an order you have placed, please email us atsupport@supapharm.com.au or by calling our customer service number recorded on the contact us page. This is only available up until the time an order has been prepared. After this time, any cancellations are at our discretion.
Am I able to order over the phone?
Yes, we facilitate phone orders. Please contact us on 02 8074 9640
Am I able to refund or exchange products I have ordered online?
Refund and exchanges are a the sole discretion of the pharmacist-in-charge.
Please note NSW Health Regulations prohibit us from authorising refunds for prescription items.
Payment
What payment methods do you accept?
Our website partners with Stripe, PayPal, 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 02 80749640 during office hours.
Can I get a health fund receipt?
We automatically include a health fund receipt in your order . A tax receipt will be sent to you in your email.
We do not usually include an invoice in your packaging, to cut down on paper waste.
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.
You can physically ship your prescription paperwork to you nearest stores by sending it to the most relevant address below:From time to time we may opt to send you self addressed label to facilitate and expedite the return of those prescriptions.
From time to time we may opt to send you self addressed label to facilitate and expedite the return of those prescriptions.
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.