Frequently Asked Questions
Our Online Department's office hours are as follows:
Monday to Friday: 8:00am – 4:30pm *Public Holidays may affect these times
For individual store hours, please visit our Stores Page
For any questions unanswered here, or if you're looking for further clarification, please Contact Us
Due to recent extreme weather events, we are seeing some delays for parcels to NSW and QLD
Please see the following Auspost page for the most up to date information and affected postcodes
What are the delivery options and prices?
Our Delivery Estimations are not a guarantee, and will vary based upon delivery location within Australia
We deliver to all Australians!
We offer Standard Shipping for $4.95
(approximately 4-8 business days of transit time*)
We also offer an Express Delivery Service for $10.95
(approximately 1-3 business days of transit time*)
Orders $99 or more in value will qualify for FREE Standard Shipping or Express Delivery at $7.95
All orders of Prescription items will receive FREE Delivery regardless of order value.
Any orders that contain an item that requires Cold-Chain Shipping will incur a $10.95 Express Delivery Fee. This will overwrite any other thresholds.
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 SuperPharmacy offer Express Delivery?
We offer an Express Delivery Service through StarTrack Premium and Auspost Express.
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 Auspost 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.
Who do you deliver with?
We partner with well-known and trusted delivery services to minimise delivery times. These include:
- Local delivery couriers
We also utilise our own personal drivers within metro areas to ensure we can get your order to you as fast and as securely as possible.
Where do you deliver?
We can deliver Australia wide. Unfortunately, we do not offer international shipping currently.
Do I need to sign for my order?
If your order is for a prescription product, you will be required to sign for the product upon delivery.
If your order does not contain items that require a prescription, you will be given the option in the checkout process to provide the delivery drivers the Authority to Leave the order without a signature.
Please be aware that once you provide Authority to Leave, you do so at your own discretion and with the full understanding that we are not to be held accountable for the order once it has been delivered.
How can I track my order?
Once your order has been prepared in our warehouse, we will send you an email that tells you we are handing it to the courier, and provided a tracking link for you to view its progress as the parcel makes its way to you.
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 (1300 463 342) during business hours.
How do you package my order?
We pack and send all our shipments in plain eco-friendly packaging sealed with security tape.
Sometimes your goods may arrive in a satchel that is fully home compostable.
If you order items that require refrigeration, we have a specialised packing and shipment process that is also eco-friendly, utilising wool inserts to ensure your items stay at a stable temperature in their journey.
If an item requires refrigeration, it will be shipped towards the beginning of the business week to avoid having the item sitting in delivery warehouses over the weekend.
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:
email@example.com or call 1300 4MEDICINE (1300 463 342) (available only during office hours).
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 touch with our customer support team at:
firstname.lastname@example.org or call 1300 4MEDICINE (1300 463 342) during office hours.
Can I have my order left at home if I am not there?
You can nominate Authority to Leave (ATL) in the checkout, which will inform the driver to leave your parcel without a signature.
Please be aware that once you provide Authority to Leave, you do so at your own discretion and with the full understanding that we are not to be held accountable for the order once it has been delivered.
Am I able to pick up my order from a store closest to me?
Please get in touch with our Online Team to arrange pickup at your local store by either leaving a comment on your order or calling 13004MEDICINE (1300 463 342) during office hours.
Click & Collect
What is Click & Collect?
Click & Collect allows you to buy your items online and pick them up from a nominated collection point.
It’s great for ensuring your items are ready and waiting for you, and to avoid paying for delivery. You can even buy something for someone in another town or state.
When you opt-for Click & Collect on the website, you will be able to choose from collection locations that currently have stock of your items.
By paying online, the store will fulfil your order and notify you as soon as your items are ready for collection.
Once you receive this email, just head into store with this email and valid ID, and our friendly staff will have your items ready for you.
Click & Collect is subject to availability.
How can I pick up my Click & Collect order?
When placing a Click & Collect order online, you can choose from any of our stores that have stock available as your pickup location.
After you've placed your order online, please wait until you hear from us about collection. We'll send you an email and text message as soon as your items are ready to pick up.
Once you've received our notification telling you your items are ready at the store, you can come in to get your stuff.
Please make sure you bring;
- A reference to your order number, your notification email or text message will have this.
- Valid physical photo ID
Where do I go to pick up my Click & Collect order?
When placing a Click & Collect order online, you can choose a collection location from any of our stores that have stock available.
Once you receive your notification that your order is ready for collection, simply make your way down to the store and head to the counter.
Present your order reference number and have valid physical photo ID on hand, and our staff will hand over your items.
Can someone else pick up my Click & Collect order?
Yes! You can even buy something for someone in another town or state.
If you'd like someone else to pick up your order, they will need to ensure they have the right information on hand to collect the goods.
To collect the goods, the nominated person will need to provide the order number and a valid physical photo ID for themselves.
We recommend forwarding the “Ready for Collection” email to the person, which contains all details needed for your order collection.
If we cannot guarantee they have been nominated to collect the order, we may refuse to hand over the order, and attempt to contact the person who originally placed the order to confirm.
Can I Click & Collect prescription medications?
Currently, we are not offering Click & Collect for prescription medications. We will update you if this ever changes.
What if I change my mind about my Click & Collect order in store and wish to buy something different?
Please advise the store staff at the collection counter. We are happy to adjust your order. If the goods are of the same value, we can exchange the products in store.
if the goods are of a different value, we will issue a refund for the original item, and you will then need to purchase your new item in store.
Please note, a refund will have to be processed by our online department back to your method of payment and can take up to 5 business days to appear back in our account.
Can I cancel a Click & Collect order?
Should you need to cancel your order prior to pick up, please contact our online department on 1300 463 342, or email email@example.com
Store staff are unable to refund your Click & Collect order if you change your mind and want to buy something different when you get in store, so we recommend organising with our Customer Service team before arriving in store if possible.
How can I cancel an order I have placed?
If you would like to cancel an order you have placed, please email us at firstname.lastname@example.org call 13004MEDICINE (1300 463 342) during office hours.
What do I do if I didn’t receive a confirmation email?
If you did not receive a confirmation email please make sure the email is not in your Junk Mail folder.
If it is not, please get in touch with our team at email@example.com or call 13004MEDICINE (1300 463 342) during office hours to allow us to assist you follow up on your order.
What do I do if I didn’t receive a tracking number?
Please note you will not receive a tracking number until your order has been dispatched. Make sure the email is not caught in your Junk Folder.
If you have not received your tracking number, please email us at firstname.lastname@example.org or call 13004MEDICINE (1300 463 342) during office hours and we can provide one for you.
Am I able to add products to an order I have already placed?
If the order is still being processed, we can add items to it. Please get in contact with our Online Team by calling 13004MEDICINE (1300 463 342) during office hours or alternatively email email@example.com
Am I able to order over the phone?
Yes, we facilitate phone orders. Please contact us on 13004MEDICINE (1300 463 342) during office hours.
Am I able to refund or exchange products I have ordered online?
If you would like to organise an exchange or refund of products you have ordered with us, please get in touch with our customer support team by emailing firstname.lastname@example.org or calling 13004MEDICINE (1300 463 342) during office hours. We handle refunds and exchanges at our discretion as per our terms and conditions.
Please note NSW Health Regulations prohibit us from authorising refunds for prescription items.
What payment methods do you accept?
Our website partners with Stripe, PayPal and Zip technologies 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 1300 4MEDICINE (1300 463 342) during office hours.
What is Zip?
Zip is available at SuperPharmacy - which means you can shop for thousands of items and pay for them later!
How do I pay later with Zip?
• Add items to your shopping bag and checkout.
• At checkout, select Zip as your payment method.
• Log in using your Zip details or register if you are new to Zip.
• Submit your details.
• Your payment schedule will be emailed to you by Zip, and available in their app.
When do I pay for my order?
Your first payment won’t be due until the end of next month. When you open your account, Zip will set up a monthly payment of $40 (or less if the amount you owe is under $40). This will come from your linked debit card on the last day of each month and run until your purchases are paid off.
What happens with returns, refunds and exchanges?
Please refer to our Returns Policy for more details on how to return your order and any exclusions that may apply. You can read more here
After we have processed a refund we update Zip automatically. Zip will adjust your payment to reflect the new total order value.
What happens if my online order is cancelled?
Unfortunately, from time to time we are not able to secure all items in your order. If this occurs, a refund will be processed and Zip will be advised. Your payment plan will be adjusted to reflect the new total order value.
Are there any costs for using Zip?
• There are no extra fees to use Zip when purchasing.
• There’s a $6 monthly account fee, this monthly fee is waived if your closing balance is paid by the due date.
• If you don’t meet your minimum monthly repayment, a $5 late fee may apply.
• See www.zip.co/terms for more information.
What are Bonus Points?
Bonus points are awarded when you have signed up for the SuperPharmacy Rewards Program and have purchased items that awards bonus points. These points can then be redeemed at the checkout. For further information, read our Reward Program Terms and Conditions.
Please be aware that upon cancelling or refunding an order that awarded you bonus points, the bonus points you earnt due to that specific transaction will be deducted from your account.
Can I get a tax invoice?
We automatically include a tax invoice in your order confirmation 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.
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:
NSW, ACT, and TAS: SuperPharmacy PO Box 1877 Hornsby Westfield 1635
QLD and NT: SuperPharmacy 5/17 Billabong St, Stafford QLD 4053
SA: SuperPharmacy 187 Franklin St, Adelaide SA 5000
VIC: SuperPharmacy 92 Lygon Street, East Brunswick VIC 3057
WA: SuperPharmacy 259 Walcott Street, North Perth WA 6006
If you would just like to confirm any details or the validity of your script, send an email to email@example.com with a copy attached.
If your mobile plan supports MMS you can text us a photo of your script for verification to our email address. To send a text to an email address, take a photo of the script, view the photo on your phone and you can choose to send the photo as a message. Enter firstname.lastname@example.org into the box where you would normally put a phone number and send.
If your mobile plan does not support MMS you can fax a copy of your script to (02) 8331 1999.
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 is received at the SUPERPHARMACY registered premises. Please send your prescription paperwork to the appropriate store for your state for processing in order ensure the quickest transit time so we can dispatch you order to you.
How can I collect Everyday Rewards points with Superpharmacy.com.au?
You will need to sign up to a Superpharmacy.com.au online account and join the Superpharmacy Rewards Program at superpharmacy.com.au/signup and link your registered Everyday Rewards account to start collecting Everyday Rewards points. If you are an existing Superpharmacy Rewards member, login to your Super Pharmacy Rewards account and link your registered Everyday Rewards account. Your accounts must remain linked in order to collect Everyday Rewards points on your eligible purchases at superpharmacy.com.au
How can I convert my Superpharmacy points to Everyday Rewards points?
If you are an existing Superpharmacy Rewards member, login to your Superpharmacy Rewards account and link your registered Everyday Rewards accounts. By linking your accounts, all your existing Superpharmacy Rewards points will instantly be converted to Everyday Rewards points at a rate of 1 (one) Everyday Rewards point for every 1 (one) Superpharmacy point.
Once you have linked your accounts, you will no longer collect Superpharmacy Rewards points, but only Everyday Rewards points.
Do my Superpharmacy Rewards account details need to match my Everyday Rewards account details?
No. You can provide the Everyday Rewards account details of any household member, provided you have their consent to do so Please ensure you provide the correct Everyday Rewards card number.
Can I provide a temporary Everyday Rewards card number?
No. Only a registered Everyday Rewards card number can be provided in order to link the SuperPharmacy Rewards and Everyday Rewards accounts and collect points on your eligible superpharmacy.com.au purchases.
At what rate do my Superpharmacy points convert to Everyday Rewards points when I link my accounts?
1 (one) SuperPharmacy point will be converted into 1 (one) Everyday Rewards point instantly.
How do I unlink my Everyday Rewards account from my Superpharmacy Rewards account?
You will need to log into your Superpharmacy Rewards account to unlink your Everyday Rewards account. By unlinking your account, you will no longer collect Everyday Rewards points on your eligible superpharmacy.com.au purchases.
Can I collect Everyday Rewards points at a Superpharmacy store?
No, purchases made in-store are excluded. Only purchases made online at superpharmacy.com.au are eligible to collect points. Please note: you cannot collect points on prescription medication, therapeutic goods and consultations.
Which superpharmacy.com.au products are not eligible to collect points on?
You will not collect points on prescription medication, therapeutic goods and consultations. In addition, any purchases made in-store at a physical SuperPharmacy store are not eligible for points.
What information does Superpharmacy share with Everyday Rewards when I link my Superpharmacy Rewards account with Everyday Rewards?
SuperPharmacy will share with Everyday Rewards the Everyday Rewards card number you provided when you linked your account as well as your SuperPharmacy customer number, so that Everyday Rewards can verify the Everyday Rewards card number. On an ongoing basis, SuperPharmacy will let Everyday Rewards know when and to how many Everyday Rewards points you have become entitled, so that Everyday Rewards can add your points to your Everyday Rewards account. SuperPharmacy will also let Everyday Rewards know if you cease to have an Everyday Rewards card number linked to your SuperPharmacy Rewards account. Please rest assured that SuperPharmacy will not share with Everyday Rewards any details of the products you have bought at superpharmacy.com.au, but simply that you have made a purchase which qualifies for Everyday Rewards points
Does Everyday Rewards share any of my personal information with SuperPharmacy?
Everyday Rewards will let SuperPharmacy know whether the Everyday Rewards card number you provided when you linked your account is valid, as well as whether you qualify for any additional exclusive Everyday Rewards points offers. Everyday Rewards will also let SuperPharmacy know when the Everyday Rewards points to which you have become entitled in connection with your eligible superpharmacy.com.au purchases have been added to your Everyday Rewards account. If you unlink your accounts, Everyday Rewards will also confirm to SuperPharmacy that your Everyday Rewards account has been unlinked from your SuperPharmacy Rewards account.
Where is the pharmacy nearest to me?
SuperPharmacy has stores in major states all around Australia. You can find your closest store on our Store Page or alternatively, order your items online through our secure shopping systems. Our delivery network means no matter where you are, we can deliver to you fast and safely.
Is SuperPharmacy a compounding chemist?
We have a state-of-the-art compounding facility in Sydney. With our efficient delivery service and stores around Australia, the closest compounding chemist to you is Superpharmacy online. Find out more through our Compounding Page.