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FAQ


Dial A Pharmacist Australia Frequently Asked Questions



Ordering FAQs


Can I order with Dial A Pharmacist over the phone?

Yes.


If you would like to order via the telephone, please call one of our friendly Pharmacists or Pharmacy Assistants on (07)40590077 to assist you with your Dial A Pharmacist questions.



What forms of payment does Dial A Pharmacist accept?


Dial A Pharmacist accepts most major credit cards including: Visa, Mastercard, Diners Club, JCB and American Express. We also accept PayPal for your shopping security and convenience. No credit card information is stored anywhere on our servers. Upon completion of the transaction, any credit card information that has been provided via the Dial A Pharmacist website becomes encrypted and processed through our Australian PCI compliant payment gateway. Security is of utmost importance for all of our customers at Dial A Pharmacist; we take security breaches very seriously. That’s why we have invested in Imunify360 cyber security protection technology and a valid SSL certificate to reduce the risk of cyber security threats. Dial A Pharmacist maintains an Australian registered cyber insurance policy for your added peace of mind.


If you would prefer not to enter your credit card information over the internet, please don’t hesitate to contact one of our friendly Dial A Pharmacist team members on (07)40590077 where we can process credit card payments via telephone.


How can I check the status of my Dial A Pharmacist order?

All orders are logged and saved within your Dial A Pharmacist account so you can check the progress of your order.


By signing into your Dial A Pharmacist account and clicking into “Orders” you will be able to see your order history including the most recent updates on your orders. The following status updates will show on all Dial A Pharmacist orders placed:


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


Closed: This status advises our Dial A Pharmacist customers that your order has been cancelled and refunded. It indicated the transaction has been terminated. This may have been done for various reasons including through the direct request from a customer or for any unforeseen circumstance such as product discontinuation by the manufacturer and we are no longer able to supply the product. We will always endeavour to reach out to you prior to closing the order, however, if you have any queries about a cancelled order status then please don’t hesitate to contact us.


Complete: Your order has now been sent from our Dial A Pharmacist Cairns warehouse and will arrive to your nominated delivery address shortly. For Australian Dial A Pharmacist deliveries, an automated email will be sent to you with your tracking information. The tracking number should be entered on the website www.auspost.com.au/track. Please note, tracking details can take up to 24 hours to appear on the Australia Post website.



Adding items or making changes to an order that you have already placed on Dial A Pharmacist

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 and how does Dial A Pharmacist store or use information?


A cookie is a small amount of data that is sent to your internet browser (Google chrome, Firefox, Safari etc) from a website and is stored on your computer's hard drive. If your internet browser's preferences allow cookies (most browsers are installed with cookies enabled), each website can send its own cookie to your browser. To protect your privacy, cookies used by Dial A Pharmacist do not store personal information but instead use anonymous unique identifiers. Each website you visit whilst surfing the internet can only access the cookie they have sent to your hard drive, not the cookies sent by other websites. It is advised to enable cookies on your browser to enjoy all of the shopping features available when visiting Dial A Pharmacist, however, you can choose your desired preferences at any time. Cookies may need to be enabled on your internet browser before you can add products to your Dial A Pharmacist shopping cart and to access your information.


If an item is out of stock with Dial A Pharmacist do you accept back orders?


No.


If an item is out of stock, please email the Dial-A-Pharmacist team at contact@dialapharmacist.com.au or telephone us on (07)40590077 and we will notify you as soon as possible when the item is available for purchase again. In the unlikely event an item has been purchased and our suppliers are unable to supply the stock, we will contact you to discuss whether you would prefer to wait until the item comes back into stock of if you would prefer to receive a full refund. Dial A Pharmacist will always attempt to contact you in the event any item becomes unavailable, however, we may need to process the full refund if we are unable to reach you by telephone or email. We request you provide accurate contact information so we can update you with the progress of your orders.


What are the expiry dates on products sold by Dial A Pharmacist?


At Dial A Pharmacist we strive to provide top quality products at the best prices. Our stock is regularly checked with quarterly stock takes and replenished on a daily basis (excluding weekends). Products supplied by Dial A Pharmacist will 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.


How can I cancel my order?


In the event you need to cancel your Dial A Pharmacist order please contact our friendly team on (07)40590077 as soon as possible after placing your order and submit a cancellation email request to orders@dialapharmacist.com.au Please note that orders placed via our Dial A Pharmacist website are processed as quickly as possible to ensure prompt delivery. Once the order has begun processing, it may be difficult to stop the shipment.


If the order has already been shipped, you can return the item in accordance with the Dial A Pharmacist returns policy. Please ensure the product remains unused and in original, saleable condition. Due to Australian law, we are unable to accept the returns of prescription medications and personal use items for hygienic reasons. Safety of our products and customers is our utmost priority, therefore we kindly request you choose your items very carefully, before placing any orders on Dial A Pharmacist for these products.


I can’t add items to my cart or login. What do I do to be able to fix this?


From time to time the developers at Dial A Pharmacist may disable the payment processing facility while they work on the website to make improvements. In the event you are unable to process any orders, please contact us via telephone on (07)40590077 or via email orders@dialapharmacist.com.au where our friendly team will be glad to assist.

Other causes may include a problem with your internet 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 Dial A Pharmacist shopping cart, you may have disabled the Cookies function on your internet browser. To enable Cookies on some of the common internet browsers, please do the following:


For Google Chrome Browser

1.     On your computer, open Chrome.
2.     At the top right, click More. Settings.
3.     Under "Privacy and security," click Site settings.
4.     Click Cookies.
5.     From here, you can: Turn on cookies: Next to "Blocked," turn on the switch. Turn off cookies: Turn off Allow sites to save and read cookie data.


For Microsoft Internet Explorer Browser

1. From the toolbar at the top of the browser, choose Tools 
2. Select “Internet Options”
3. Click on the “Security” tab
4. Click on “Internet”
5. Choose the Default level
6. Close the box


For Mozilla Firefox Browser

1. From the toolbar at the top of the browser, choose “Tools”
2. Select “Options”
3. Click on the “Privacy” tab
4. Check the box that says “Accept cookies from sites”
5. Close the box


If you are still experiencing problems there may be a problem with internet security software on your computer, such as a firewall, which could block internet 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 internet browser or access the Dial A Pharmacist website from a different computer, as it is most likely the problem will be due to a setting on your computer.


Shipping and Delivery FAQs

!!!!!!Grand Opening Special!!!!!!


Limited time FREE Shipping is available for all Dial A Pharmacist orders placed on the website.


Dial A Pharmacist uses Australia Post, DHL and Aramex couriers to deliver parcels within Australia. International Dial A Pharmacist orders are placed with Australia Post, DHL or Toll couriers with tracking.


Parcels will be sent in plain, unmarked packaging to ensure privacy and security. Orders will be dispatched immediately upon receipt of payment and/or upon receipt of a valid Australian prescriptions where applicable.


Australian Orders


Australian Dial A Pharmacist orders will be delivered via express post with tracking, or registered post and will require a signature upon receipt. Please provide an address where someone will be available between 9am-5pm to receive and sign for the parcel, otherwise collection from your local post office will be necessary. Business addresses are preferable as the receptionist can sign for your order.


International Orders


International Dial A Pharmacist orders will be dispatched via Airmail. Please allow up to SIX weeks for international Airmail delivery due to current unprecedented, international disruptions, caused by COVID-19. Under normal circumstances, international orders should arrive within 14 business days.


Important Information For International Dial A Pharmacist Orders:


All Dial A Pharmacist prices, shipping and handling charges do not include any extra or relevant custom duties or taxes that may be imposed by your country. Any extra charges that may be incurred will need to be paid by the customer. We request for you to kindly check with your local customs office for further information before placing any orders with Dial A Pharmacist.


How long does it take to receive my order?


As a general rule allow 2-10 business days for receipt Dial A Pharmacist orders within Australia. Some deliveries may take longer during peak times e.g. Christmas Holiday period. Receipt of international Dial A Pharmacist orders generally takes up to 14 business days.


What happens if I am not home when my parcel is delivered?


Dial A Pharmacist uses Australia Port, DHL and Aramex couriers for deliveries. If there is nobody at the delivery address when Australia Post attempts to deliver the order, you will receive a notification advising you of the attempted delivery and information on how to collect the parcel.

Australia Post will keep the parcel for you at the nearest Australia Post Office to the delivery address for a limited time, until it is able to be collected. Delivery to PO Boxes are acceptable. Work addresses may be considered for prompt delivery. International deliveries may take longer depending on your country’s postal system. We are unable to guarantee any international delivery timeframes.


Do you offer express shipping?


Yes.

We offer express shipping to our customers. All Dial A Pharmacist orders are shipped using Australia Post. Standard shipping is offered FREE of charge for a limited time only at Dial A Pharmacist. Express shipping can be requested at the checkout for an additional charge of $10 for items weighing up to 500g. Items weighing 501g to 3kg will incur a $15 express shipping fee.


Why doesn’t the tracking number work?


Tracking numbers may take up to 24 hours before any tracking information will appear on the Australia Post website. Please call one of the friendly Dial A Pharmacist team members on (07)40590077 if you require any further assistance and we will gladly assist.


What happens if an item I order is not in stock?


As our Dial A Pharmacist product range contains over 10,000 products it is not always possible to have every product in stock at our warehouse. We endeavour to flag products in our online store when they are temporarily out of stock, however, occasionally products may be missed or out of stock after you have placed your order. We will contact you by telephone or email as soon as possible after discovering the error to seek your instructions – either to cancel the product, wait for the item to come back into stock, or provide an alternative solution.


Due to COVID-19 we have experienced unprecedented demand and the Dial A Pharmacist team strives to provide outstanding customer service. We appreciate your patience and understanding during this unprecedented year of global disruption and chaos.


Which countries does Dial A Pharmacist Ship to?


Dial A Pharmacist ships to any country provided there is a valid delivery address and payment information. Please note, certain countries may prohibit the importation of medications and chemicals. Various products are unable to be shipped to specific countries due to legislation governing each Country.


Important. It is your responsibility to determine whether an item is able to be shipped to your Country prior to placing any orders with Dial A Pharmacist. Please check with customs officials in the relevant country to prevent any rejections or having the item returned or ceased by customs. Dial A Pharmacist will not be liable in any way should customs refuse or reject any prohibited items that are attempted to be imported. Please review your items carefully before placing any orders with Dial A Pharmacist Australia.


Example items that are unable to be shipped are included below:


Products with Countries the product cannot be shipped to


Regaine - The United States, Hong Kong, Ireland, Japan, Netherlands, Italy, Great Britain and Russia


Nexium 24HR 20mg Tab X 7 - Japan


Lamisil Spray 15ml, Lamisil Once 4g, Lamisil Athlete's Foot Cream 15g - Japan


Albalon Eye Drops 15ml - The United States


The following list is an example of countries Dial A Pharmacist can ship, but is not limited to:


Austria

Bahrain

Belgium

Brunei

Canada

China

Cook Islands

Cyprus

Czech Republic

Denmark

Fiji

Finland

France

Germany

Greece

Hong Kong

Hungary

Iceland

Indonesia

Ireland

Israel

Italy

Japan

Jordan

Macau

Malaysia

Malta

Mexico

Micronesia

Monaco

Netherlands


New Caledonia

New Zealand

Norway

Oman

Panama

Papua New Guinea (PNG)

Philippines

Poland

Portugal

Qatar

Romania

Saudi Arabia

Singapore

Slovakia

Slovenia

Solomon Islands

South Korea

Spain

Sri Lanka

Sweden

Switzerland

Taiwan

Thailand

Tonga

Turkey

U.S. Virgin Islands

United Arab Emirates

United Kingdom

United States

Vanuatu

Vietnam



Will I have to sign for my delivery?


To ensure the integrity of your package and for security purposes, a signature will be required on receipt of your Australia Post registered parcel ordered from our Dial A Pharmacist Australia website. If you will not be at delivery address during standard office hours, please consider providing us with an alternative and secure delivery address where someone will be available to receive the parcel. If you are not available then Australia Post will leave a delivery card at the delivery address for collection of the package from the nearest Australia Post office.


Do you deliver to PO Boxes?

Yes.

Dial A Pharmacist can arrange delivery to a valid PO Box address. Please ensure the correct address is provided at the check-out process.


Returns FAQ


Can I return or exchange my Dial A Pharmacist purchase?


Yes.

If you are not happy with your order, Dial A Pharmacist will gladly accept a return or provide an exchange so long as we are notified by email or telephone within 7 days of receipt of the parcel.


Please ensure all Dial A Pharmacist products are returned in original and saleable condition (i.e. product in its original packaging, unopened, unused)


Important: Please note due to Australian Law and in the interest of public health and safety, we are unable to provide a return on medications, prescription items, vitamins, baby formula, therapeutic products and adult toys. This is how we can maintain quality products and ensure integrity of purchases for our customers. We take health and safety very seriously and request you choose these items carefully before placing any orders with Dial A Pharmacist.


What is your returns policy?


At Dial A Pharmacist we strive to offer excellent customer service and ensure a seamless experience when placing orders through our online store. For this reason, we will gladly accept returns and exchanges of most products purchased from our online store.


Please note, due to Australian legislation and to uphold our Dial A Pharmacist health and safety standards, we are unable to provide returns for medications, prescription items, vitamins, baby formula, therapeutic products and adult toys. Please choose your items carefully before placing orders for these products.


If you would like to return an item, please contact one of the friendly Dial A Pharmacist team members on (07)40590077 to arrange a return or an exchange.


Dial A Pharmacist has a 7 day returns and exchange policy, upon receipt of the parcel by the customer. Products that are eligible for returns or exchanges can be processed by email or by calling Dial A Pharmacist customer service on (07)40590077.


How can I purchase a prescription with Dial A Pharmacist?


Due to Australian law, we are required to have a valid Australian prescription on site, before we can process and ship any orders. Prescriptions are only deemed valid if they have been written by an Australian registered Doctor, with a valid Australian AHPRA registration. Please arrange for your Australian registered doctor or healthcare professional to forward any prescriptions to Dial A Pharmacist by any of the following methods:


Phone: (07)40590077


Fax: (07)40590177


Post: PO Box 202 Palm Cove QLD 4879


Email: orders@dialapharmacist.com.au


NOTE: Due to COVID-19 we are temporarily able to provide urgent prescriptions upon written and verbal instructions directly from a valid Australian registered prescriber. We can also accept valid Australian digital prescriptions.

Online doctor consultations can be arranged with an Australian registered Doctor and other healthcare professionals through our partner AirDr available at www.airdr.com or from other leading online doctor service providers.


When placing orders for prescription products using Dial A Pharmacist, please note, the original prescription or digital prescription must be received by mail or delivered to the pharmacy before any prescription orders can be processed and dispatched. Under COVID-19 special exemptions, we are able to temporarily process prescriptions that have been requested or provided directly from an Australian registered doctor.


Dial A Pharmacist recommends ordering your prescriptions well before the medication runs out. This is to prevent any lengthy shipping delays, especially during these uncertain times. Dial A Pharmacist offers a prescription filling service, where we can keep any repeats you may have on file and dispatch at any time, upon request. Deliveries can be setup to send medications to your delivery address every 21 days, so you will never run out of your medications. This is a great option for customers who would like to take advantage of the Australian PBS Safety net thresholds.


Can I use my prescription from another country?


Unfortunately, due to Australian Law, Dial A Pharmacist is unable to accept prescriptions from other countries. Prescriptions from overseas are not valid within Australia and cannot be processed. Prescriptions are only deemed valid if they have been written by an Australian registered Doctor, with a valid Australian AHPRA registration.


Online doctor consultations can be arranged with an Australian registered Doctor and other healthcare professionals through our partner AirDr available at www.airdr.com or from other leading online doctor service providers.


How to purchase non-prescription items from Dial A Pharmacist?


1. Search for the product you would like to purchase. When selecting prescription items, please ensure you choose the correct “option” such as general PBS price (Medicare card holders), concession price (Australian Health Care card, Pension Card and DVA card holders only). Please upload a photo of your valid Medicare card, Healthcare card or DVA card during the checkout process. Alternatively you can email or telephone us on contact@dialapharmacist.com.au or (07)40590077 to process these card numbers with your prescription.

2. Enter the quantity you wish to purchase and click 'Add to Cart', this will direct you to your shopping cart.

3. If you have finished shopping click 'Proceed to Checkout' (or alternatively click the ‘Continue Shopping’ button to continue searching and find great Dial A Pharmacist specials and deals.

4. If you are already a member of Dial A Pharmacist, you can choose to login by entering your ‘Username’ and ‘Password’ in the login field.

To become a member of Dial A Pharmacist and enjoy loyalty rewards, great deals and discounts, please click ‘register’ and this will bring you to a page where you can enter your registration information.

5. Choose the shipping method you prefer.

6. Choose the payment method you prefer.

7. Review and place your order.

8. Check your emails for a confirmation receipt. You can login to your Dial A Pharmacist account to check the status of your orders at any time.


How to find products using the Dial A Pharmacist website?


1. Browse by Category


Dial A Pharmacist displays products under various ‘Categories’ and ‘Sub Categories’ to make it easy to search for and locate the items you are looking for. If you are looking for a particular vitamin product for example you would click, ‘Vitamins’, where you would be given a comprehensive list of every brand of multivitamin sold by Dial A Pharmacist. If you cannot see the item you are after, please don’t hesitate to get in touch with one of our friendly Dial A Pharmacist customer service representatives, who can look into sourcing the item for you.


2. Browse by Search


If you know exactly what you are looking for you can use the search console by typing in the product name or key word into the ‘Search’ panel located at the top of the page.


About Us – Frequently Asked Questions


Is Dial A Pharmacist a real Australian chemist or pharmacy?


Yes.

Dial A Pharmacist is an Australian PBS approved and registered pharmacy, located in Cairns, QLD, Australia. Dial A Pharmacist is a proud member of the Pharmacy Guild of Australia. Dial A Pharmacist is owned and operated by Australian registered pharmacists with over thirty years industry experience.


Who is Dial A Pharmacist Australia?


Dial A Pharmacist is a leading Australian online pharmacy disrupting traditional pharmacy models. Dial A Pharmacist offers savings on thousands of every day health and beauty products. We offer a wide selection of the most popular, quality products found in chemists, pharmacies and supermarkets within Australia. Items stocked include a great range of prescription medicines and health items to beauty products, toiletries, vitamins, skincare products and fragrances. Dial A Pharmacist strives to offer a convenient, secure and discreet online shopping environment for all of our customers.


What are our store locations?


Aside from our online offering our main pharmacy is located in beautiful Palm Cove, QLD, Australia. Please note that not all products available online will be available in store as they are shipped directly from our online storage warehouse, located in Cairns city.


Is it safe to use a credit card with Dial A Pharmacist?


Yes, we are a secure site and use the latest encryption technologies (SSL 128bit) to protect your personal and credit card details. However, if you prefer, you are more than welcome to telephone, fax or mail your credit card details to us or pay via BPAY, cheque or money order.


I am looking for an item but can’t seem to find it on the Dial A Pharmacist website. Can you help me to find it?


Yes.


The products on our Dial A Pharmacist website are products kept within our normal range. We are happy to assist sourcing other products for you, wherever possible please email us at contact@dialapharmacist.com.au or telephone one of the friendly Dial A Pharmacist team members on (07)40590077 where they will be glad to assist.


How can I trust Dial A Pharmacist with my health and safety?


At Dial A Pharmacist, safety of our customers if our utmost priority. At Dial A Pharmacist, you can be assured Australian registered pharmacists will be assisting you through the entire process. Every medicinal product is checked by our pharmacist team before processing. If we have any questions of concerns, we will contact you via email or telephone for a confidential discussion, at your earliest convenience. You can also contact us via email or telephone us anytime if you have any queries.


Who is behind Dial A Pharmacist Australia?


Dial A Pharmacist is owned and operated by Tanya Goodwin (B. Pharm, Pharmacist registration number PHA0001069711 and operated by Australian registered pharmacists).


What is an online pharmacy or chemist in Australia?


An online pharmacy such as Dial A Pharmacist provides the same products and services found in your local Australian chemist or pharmacy. The online pharmacy service allows customers to purchase products from the comfort of their own home or office and helps you to take advantage of special offers and deals to ensure you have access to massive savings. An online chemist should not be used to replace the face to face care that can be achieved by regular check-ups with your local pharmacist, GP and other healthcare professionals. Dial A Pharmacist should be used to supplement these important healthcare service offerings.


How can I subscribe to the Dial A Pharmacist newsletter?


Please click the link attached and enter your name and a valid email address to sign up for great deals and special offers to be delivered to your inbox. For your peace of mind, Dial A Pharmacist can cancel your subscription to the newsletter at any time.


Does Dial A Pharmacist you price match?

Yes.

Dial A Pharmacist strives to offer all of our loyal customers great quality products at the best prices. This price match policy allows you to compare prices with other stores and if you find a cheaper price at another Australian retailer, Dial A Pharmacist will endeavour to meet and match that price. Some items may be sold well below cost price by large loss leading supermarkets and retail stores therefore, we cannot guarantee price matching for all items.


If you happen to find a lower price, simply contact us and make a price matching request by emailing or telephoning our friendly Dial A Pharmacist customer service representatives on contact@dialapharmacist.com.au or (07)40590077.


Price Matching Terms and Conditions:

    The competitor must be an approved pharmacy or health store retailer.

    The competitor item must be identical to our stocked item.

    The item must be in stocked at the valid competitor and in “new” condition, not “used”.

    Proof of the competitor's offer, such as an advertisement or URL, must be provided. Please forward the link upon enquiry to contact@dialapharmacist.com.au

    We do not price match typographical or pricing errors.

    Price match requests are only valid at the time of purchase, so please enquire about price matching prior to placing your order. Price matching requests after an order has been already submitted will not be considered.

    Price match requests will apply to single items only, for one person, as a single transaction. Bulk quantities may be considered upon special request and approval by Dial A Pharmacist. Please contact us for further information.

    We reserve the right to make a final decision for a price match.


Does Dial A Pharmacist Have a Deals Catalogue?

Not yet, stay tuned.


At Dial A Pharmacist our team is currently working around the clock to process orders during the COVID-19 crisis, however, there may be catalogues offered with great deals in the near future. Please check back regularly to view all of the great Dial A Pharmacist special deals, discounts and offers.


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