Shipping and Delivery: FAQs and Common Issues
1. Free Shipping for Non-Medication Orders
Q: How can I qualify for free shipping?
Free shipping is available for retail orders over $99 to selected metro areas only. The specific postcodes in metro areas are defined by the service zones of major couriers, which may change from time to time.
Q: What if my order doesn’t qualify for free shipping?
If your order does not qualify for free shipping, the cost of shipping will depend on the weight of your order and the types of products you order. You will be able to see the cost of shipping on the checkout page before you proceed to payment.
2. Shipping Prescription Medication Orders
Q: What are the shipping options and costs for prescription medication?
- Medication Processing and Shipping (Express Post): $7.95. Recommended for non-urgent orders and shipping to most metro areas.
- Medication Processing and Shipping (StarTrack Premium): $12.95. Recommended for urgent orders and shipping to regional areas.
- Cold Shipping (StarTrack Premium): $19.95. For refrigerated medication deliveries, includes delivery, ice bricks, and a styrofoam esky.
Q: Can StarTrack Premium be delivered to PO Boxes or Parcel Lockers?
No, StarTrack Premium cannot be used for delivery to PO Boxes or Parcel Lockers.
Q: What if my prescription medication order includes bulky items like pet food?
Prescription medication orders that include heavier or bulky retail products may be split due to the cost of delivery. In this case, prescription medication will be delivered by Express Post or StarTrack Premium, and retail items will be delivered by the lowest cost carrier.
3. Which Shipping Method Should I Select?
Q: What shipping options are available at checkout?
- Australia Post eParcel (Express Post): Fastest option to most customers across Australia.
- Australia Post eParcel (Parcel Post): More cost-effective, slower option for smaller parcels.
- Aramex: Available for eligible orders at a calculated rate at checkout.
- Standard Shipping: Cost-effective for heavy parcels and local deliveries to the Gold Coast, Northern Rivers, and southeast Queensland. Delivery can take up to 14 business days.
- StarTrack Premium Delivery: Premium courier delivery recommended for cold shipping and urgent medication orders.
Q: What do you recommend for urgent retail (non-medication) orders?
For urgent retail orders, we recommend selecting Australia Post eParcel (Express Post) and the Priority Processing Service.
4. Delivery Times & Dispatch Times
Q: When will my order be dispatched?
- In-stock items ordered before 5 pm on a weekday are generally dispatched the following business day.
- In-stock items ordered after 5 pm are generally dispatched within 48-72 hours.
- Orders placed on weekends and public holidays will be dispatched the next business day.
Q: Are there any delays for prescription medication orders?
The dispatch of prescription medication orders is subject to having a valid original prescription on file. Processing delays can occur depending on demand and stock availability. For urgent orders, we recommend selecting our Priority Processing Service for $8.95.
Q: How long does delivery take?
Delivery times depend on the selected method. It typically takes 2-6 business days for metro areas on the east coast of Australia, while rural areas, Western Australia, and the Northern Territory may take longer.
5. Priority Processing Service
Q: What is the Priority Processing Service?
For $8.95, this service moves your order to the front of the queue for urgent dispatch. This does not guarantee same-day dispatch, as it depends on order placement time, courier pick-up schedules, and stock availability.
Q: What if my item is out of stock or a valid prescription is not on file?
If the item is out of stock or a valid prescription is not on file, we will offer the option to cancel and refund the cost of the Priority Processing Service.
Q: Does Priority Processing include postage?
No, it does not. For urgent orders, select AusPost Express Post in addition to the Priority Processing Service.
6. Shipping Refrigerated Items
Q: How are refrigerated items shipped?
Refrigerated items are sent in insulated packaging with ice gel packs and are dispatched on Monday and Tuesday to ensure they arrive cold. These items are shipped via StarTrack Premium.
7. Click & Collect Service
Q: Do you offer a click-and-collect service?
Yes, we offer a free click-and-collect service for local customers in the Tweed Heads and Gold Coast area. To use this service:
- Place an order online.
- Select "Click-And-Collect" as the shipping method.
- Complete and pay for your order online.
Q: When can I collect my order?
You will receive an email and SMS when your order is ready for collection. Collection hours are 9 am-5 pm Monday to Friday. Please note that we do not accept cash or card payments on the premises.