FAQ Topics

  • Ordering
  • Shipment and Delivery Information
  • Returns
  • How to Purchase products Online
  • About Us
Can I order over the phone?
Yes. If you would like to order by phone, please call Pharmacy Online Customer Service toll-free on 1300 074 276. Our Customer Service team will assist you to complete your purchase.
What forms of payment do you accept?

Pharmacy Online accepts major credit cards: Visa, MasterCard and American Express. We also accept PayPal. For your peace of mind, credit card information is not stored on our servers. Once you pay for your order, your credit card details are encrypted and processed through a PCI Compliant Payment Gateway.

If you are uneasy about entering your card details online you can contact us on 1300 074 276 or +61 2 9667 2355 where our customer service team will be happy to take your order over the phone.

How can I check the status of my order?

All of your orders will be logged and saved within your account so that you can check on the progress of your order.

By signing into your account and clicking into My Orders this will provide you with the most recent updates on your orders. The following statuses will show on the order:

Processing:This confirms that your order and payment has been received, and is in the stage of being sent to our warehouse for picking and packing. Normally orders are dispatched within 24-72 hours.

Closed: This status advises that your order has been cancelled and refunded. This may have been done through customer request or for an unforeseen circumstance. If you have any queries about a cancelled order then please contact us further.

Complete: Your order has now been sent from our Sydney warehouse and will arrive with you shortly. For Australian deliveries, an automated email will be sent to you with your tracking details. The tracking number should be entered on the website www.auspost.com.au/track. Note, tracking details can take 24 hours to appear on this website.

Pending BPAY: This means that you have selected to pay using BPAY, and we have not received your payment yet. Payments can take up to 2 business days to reach us through this method.

Adding items or making changes to an order that you have already placed
As orders begin processing as soon as they are submitted it is not possible to make any changes or additions to the order.
What are cookies? Do I need to enable cookies on my browser to shop at Pharmacy Online?
A cookie is a small amount of data that is sent to your browser from a website and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each website can only access the cookie they have sent to your hard drive, not the cookies sent by other websites. You need to enable cookies on your browser to enjoy all the shopping features at Pharmacy Online. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your Pharmacy Online information.
Do you accept back orders?
No. Pharmacy Online does not have a back order system in place. If an item is out of stock we will notify you as soon as possible and ask if you would like to wait for the item to come back into stock or if you prefer to receive a refund. Out of stock products will be refunded if we are unable to reach you by phone or email.
What are the expiry dates on the products sold?
Our goal is to provide you with the highest quality products. Stock is checked and replenished on a daily basis. The products supplied have expiry dates of between 4 months to 3 years to give you a suitable amount of time to use them. Please bear this in mind if you intend to order in bulk.
Post Code and State Boxes Not Appearing

Postcode and State fields are populated automatically. If you start typing your suburb in the suburb box the post code and state should populate for you. Sometimes there can be a slight delay depending on the speed of your internet connection, so please type your suburb slowly or type your suburb and then click the TAB button on your keyboard.

Do not type your suburb, state and postcode all together on the one line in the suburb box, as this will result in an error

Please try this and advise if you still have any problems.

How can I cancel my order?
Contact Pharmacy Online Customer Service toll-free on 1300 074 276 as soon as possible after placing your order. Please note that your order is processed as quickly as possible to ensure prompt delivery. Once the order has begun processing, it may be difficult to stop the shipment.
I can't add items to my cart or log in. How do I fix this?

This may be a problem with your browser's "cookies". This type of problem can easily be fixed by following the steps below. 

If you are having trouble adding products to your Shopping Cart, you may have disabled the Cookies function on your browser. To enable Cookies, please do the following:

For Microsoft Internet Explorer
1. From the toolbar at the top, choose Tools  
2. Select  Internet Options 
3. Click on the Security tab
4. Click on Internet
5. Choose the Default level

For Mozilla Firefox
1. From the toolbar at the top, choose Tools
2. Select Options
3. Click on the Privacy tab 
4. Check the box Accept cookies from sites

If you are still experiencing problems the problem may lie with the internet security software on your computer, which is blocking all browsers from letting us creating a cookie on your computer. Your internet security program's help file will be able to assist further in this situation.

If you still have trouble even after following the steps above, you may want to try another browser or a different computer, as it is most likely the problem will be due to a setting on your computer

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