You will find answers to some of our most frequently asked questions in the section below.
If you have read the FAQ and still have some questions unanswered, please feel free to
contact us.
Questions:
Answers:
What happens if I am not at home when my order is delivered?
My Chemist uses registered mail through Australia Post to deliver parcels. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes cards get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first.
How long will my order take to get to me?
We work hard to ensure that your order is delivered ASAP! Over 90 precent of orders are picked, packed and dispatched within 24 hours of the order being placed. Delivery times are reliant upon normal Australia Post delivery times and vary depending on where you live. Average delivery times are between 1-8 working days from the date of the order being shipped. It is important to note that orders can only be dispatched Monday to Friday. In major centres, using the express option can shorten delivery times.
Can I order through My Chemist if I am not connected to the Internet?
Yes. You will just need to fill out one of our Mail order forms which can be downloaded from our website or sent directly to you. The prices can be obtained by contacting us by phone. If you have friends or family who would like order forms, we can arrange to have them sent out. Or simply
click here to obtain a Mail Order Form.
Is my order confidential?
All information collected by My Chemist is strictly confidential. We do not provide this information to any other party for any purposes. In addition, all My Chemist staff are legally bound by conditions of employment to the confidentiality of your order and personal details.
How do I cancel an order?
The best way is to email us ASAP and we will cancel it. You must remember that in most cases, orders placed are dispatched the same or next business day. Orders that have been dispatched cannot be cancelled and will have to be posted back at the expense of the customer. As long as the packaging is in original condition or the cancellation is due to circumstances consistent with the 'consumer guarantees' outlined in the 'Australian Consumer Law' (found at: www.accc.gov.au) (for example if the goods are not fit for purpose), a full refund less postage will be provided. Prescription Medications are unable to be refunded or returned once they have been dispatched.
If I use a credit card to purchase my items can anyone else obtain my credit card details?
We are a secure site endorsed with the Geo Trust Certificate. This uses the latest encryption methods to ensure security of payment. We do not see your credit card details when ordered online, with all transactions performed by the banking institutions. We do not store any credit card details; therefore additions to orders already placed will require you to phone through payment details or place a new separate order.
Do we have a mail-order catalogue?
Yes we have a Prescription Catalogue. This is located in the Informaion panel on the right hand side of the page under Prescriptions. If you would like to receive a copy, please contact us by phone or email and we will arrange to have one posted. To view copy of the My Chemist Prescription Catalogue this is located on the information panel under prescriptions. Or simply
click here to be redirected to the page.
What is My Chemist's Privacy Statement?
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 (eg. .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.
What do we do with the data collected in our privacy statement?
MyChemist 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 MyChemist. MyChemist will also forward order addresses onto Australia Post and TNT in order for the successful delivery of the parcel.
Why do we collect email addresses?
My Chemist requires email addresses for correspondance in regard to orders placed and registration of users. We do not use these emails for commercial use without prior consent.
Does My Chemist accept BPay?
Yes. You can now pay for any orders placed over the internet with BPay. Simply select the BPay option on the payment page and note the Biller code and Reference number. This can then be paid through any participating BPay provider using a credit card or debit account. The payment will go through the next business day and your order will then be processed.
If I select BPay or Pay at Post, how long do I have to pay?
BPay and Pay at Post orders must be paid within 14 days. Orders will be cancelled after this period. If you still require the order after 14 days, please place another order over the internet or phone us to arrange an alternative payment method.
How can I pay for an order and is it safe?
My Chemist accepts most major credit cards. The transaction is performed by the bank under 128 bit security ensuring the highest level of security, as well as eliminating the need for My Chemist to see the card, as well as store numbers. For customers who do not have or would prefer not to use credit cards, they can elect to pay at any Australia Post office using the pay it at post option, or use internet or phone banking by using BPay. If you would like to pay by credit card but do not wish to do this over the internet, our BPay option allows credit card payments.
Why have I been initially charged for products that My Chemsit could not supply?
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. Most of these arrive the same day the order is placed. In some instances, suppliers may not have stock of a product and My Chemist was not informed until after an order was 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 by way of a cheque or credit card refund.
How can I track the progress of my order?
You can also track your order status during processing as well as delivery by logging online, and clicking on your relevant order number. The status will allow you to see the stage it is at if it has not yet been shipped, and by pressing the “track order” button after it has been shipped, you can see the latest information Australia Post has on your order.
How can I pay for an International order?
You can pay by credit card over our website, however for the first order you will need to supply a copy of the credit card to verify the name on the card is the same as the order. We also accept direct transfer of funds. Please contact us for more information.
If I am an international customer, how can I know how much the prices are in my currency?
The My Chemist website prices can be changed to selected currencies from around the world. You can select you currency on the home page in the top right hand corner using the drop down box. The conversion rates are calculated daily using daily foreign exchange data. Once you have completed your order, your credit card will be charged the equivalent amount in Australian dollars, where your credit card issuer will then convert accordingly. My Chemist does not have any involvement in the currency exchange process by the credit card provider that is viewed on your statement.
How are international orders sent?
My Chemist has partnered with Australia Post and EMS to ensure a fast cost effective delivery solution. The cost of the freight is calculated automatically by the site once your order is completed, with the charge being showed in Australian dollars or the currency you have selected. EMS allows the parcel to be traced online with a signature on delivery. The system is an express service that allows delivery to most western countries in 3-5 business days.
Why do some of the fragrances on promotion state they are Unboxed or have No Lid
At My Chemist our passion to deliver the best value for our customers on the best product brands has allowed us to purchase direct from the companies excess stock that are not packaged. The fragrance is the exactly the same fragrance, however the combination of our large buying power with not requiring packaging means the cost of the product is greatly reduced. This makes these items ideal for personal use.
What happens if customs prevent my order from entering my country of stated delivery?
As each country in the world have their own custom requirements for specific products, it is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to My Chemist by customs in a resalable condition, we will refund the amount less the freight incurred by us to send the order in the first place.
Can Fragrances be returned for exchange or refund?
Generally Fragrances may not be returned for a refund or exchange, however in circumstances consistent with the 'Consumer Guarantees' outlined in the 'Australian Consumer Law' (found at: www.accc.gov.au), a refund or exchange may be granted.
Who is My Chemist?
My Chemist is a group of independent Pharmacies, who share a common philosophy. We are dedicated to the health & well being of you and your family. We have a desire to provide you with the most effective and efficient solution for your health, whilst providing advice and updated information.
What is the My Chemist Club Membership?
My Chemist club membership lets you collect points* every time you shop at any My Chemist store or on the MyOnline Store. Save these points and use them to give yourself an extra special treat. There are hundreds of FREE products for you to spend your points on. From the simple pleasure of affordable fashionable cosmetics to more luxurious pampering with a bottle of your favorite perfume. These PRIZES are FREE against redemption of your My Chemist reward points, or may be purchased for the prices listed. Reward points are issued periodically against your purchases at any My Chemist stores or MyOnline Store (subject to government regulations).
*$1 spent = 1 point. Government subsidized prescriptions are not valid for reward points.
How do I purchase items on the My Chemist Website?
How do I purchase items on the My Chemist Website?
There are two ways you can purchase items on the MyOnline Store these are:
If you are an existing member, you simply use the same login and password details you obtained from the My Membership page and login on the MyOnline Store.
If you are a new member, you will need to create a new account on the MyOnline Store. Or simply click here to be redirected in order to create a new account.
Why do some prescription items have four different prices?
Items, which are subsidised by the government under the National Health Service (NHS), are charged at different prices depending on the type of benefit card a customer may have. There are three levels under the NHS. The first is called General patients. These are customers with a Medicare card but no other benefit cards ie no pension or concession card. These people must pay up to the first $33.30 before the government starts to subsidise their medicines. The second is concession patients. These are people who are on a health care card, pension card, veterans affairs card or safety net concession card. These patients pay the first $5.40 of a script and the government subsidises the rest. The third is the safety net entitlement patients. These are people who have a benefit card and obtain 60 scripts in a calendar year. These people obtain scripts at no cost. 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.
What policy does My Chemist have in regards to expiry dates of products they supply?
Our policy is to supply products with at least a 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 is at the risk of the purchaser in regards to expiry dates.
