Shop FAQ

FAQ

Below are a number of frequently asked questions about using shop.nationalpharmacies.com.au.

If you have further questions that are not indicated below, please contact us here

 

Membership & Accounts

I am an existing member with National Pharmacies. How can I get my membership benefits online?

All financial Members of National Pharmacies are entitled to receive benefits online. If you are a financial member you will pay the Member’s price for products as you would in a National Pharmacies physical store. To ensure that the online store billing system recognises you as a member, please provide your membership number at the checkout page or alternatively login with your membership number before you start shopping. Please be aware that our system will validate your membership number against the records in our membership database, therefore it is important that you type in your number exactly as printed on your membership card.

I joined National Pharmacies as a member quite recently and I have my temporary card. How I can get benefits?

Unfortunately shop.nationalpharmacies.com.au is unable to validate temporary cards and therefore benefits will not be available for you online until you receive your permanent membership number via the plastic card, e-card e-mail or the members’ mobile app. Please note if you have been issued with a temporary card, you are welcome to enjoy membership benefits with the card in our stores.

I’d like to join National Pharmacies as a member, how I can apply for the membership?

Please click here Membership which will take you to a section of the National Pharmacies website that will allow you to apply for membership. As soon as you receive your permanent membership number via the plastic card, e-card e-mail or the members’ mobile app you will be able to use this to purchase items online.

I have an online account on the National Pharmacies website and can access my membership details. Can I use the same login and password to access the online store orders history?

No. Currently the National Pharmacies website and shop.nationalpharmacies.com.au are running on two different database systems which are not interconnected. Please register a new account in the online store using your member number from your card. (Nothing prevents you from using the same password as you use for the National Pharmacies website). Shortly all National Pharmacies digital platforms will be moved to a common platform using the logon created on the new online store. The new online store is the first of these consolidated platforms to go live.

I have registered to create an account, or tried to reset my password, but have not received a confirmation email?

Please check your Spam or Junk folder to see if the email is there. If it isn’t, your email provider’s server may have automatically marked it as Spam. Go to the Spam Filter help section or Spam Filter Manager (in your email account manager) and you can check to see if the email is there. If the email was incorrectly marked as spam you can add it to the white list to ensure that future emails will come through.

I’d like to shop as a guest, without registering an account. Can I do this?

Yes, you can.  If you’d like to shop as a guest please just provide your details at the checkout page. This will not create an account for you, but provides enough detail to ensure we can get your order processed and delivered to you. Please note: if you are a current National Pharmacies member, your member benefits will not be applied at the checkout if you shop as a guest.

 

Products

How Do I find a particular product I am looking for?

You can use the SEARCH field at the top of the web page, (using more than two letters in the search bar) or browse relevant departments or categories using the site navigation.

I am trying to find a product that I normally buy in a physical National Pharmacies store, online.

Not all products are currently available on shop.nationalpharmacies.com.au. If you have a question about the product you are after, please contact us here and we will endeavour to provide you with the most appropriate solution.

I’d like to buy products that are advertised in a promotion. How can I find them?

Promotional pricing is only available to logged, current financial members. Unfortunately not all promotional products will be available online for various reasons. The member’s only price will apply only if the membership number is validated against the current financial records in the membership database.

I’d like to buy optical products. Are they available online?

Unfortunately, at this stage optical products including prescription glasses and sunglasses are not available online.

I’d like to order prescribed medication and I have a script. How do I order this?

At this stage, legal regulations specify that it is not possible to add prescribed medication via the online store. If you have any questions regarding prescriptions, please contact our pharmacist here.

Are the prices on the National Pharmacies online shop the same as the prices in the National Pharmacies stores?

Yes, however prices may vary to reflect product promotions, specials and clearance opportunities.

 

Ordering

Are there any limitations on quantities of products that I can purchase online?

Yes, National Pharmacies has limits of how many of an item may be purchased online. National Pharmacies’ reserves the right not to despatch products in numbers that could be used for commercial purposes.

Medicines that are regulated under the Therapeutic Goods Administration have restrictions on how many are able to be purchased at one time. Please check with the product and if you have any questions on the purchase quantity of an item, please contact our pharmacist here.

All orders are shipped Australia wide with a flat delivery fee, which is currently $9.99. Overseas delivery is not available.

What should I do if I’d like to add more products to the order that I placed recently?

Unfortunately you will not be able to add more products to a finalized and paid order.

Can I order and pay later when the order will be delivered?

No, only orders that were paid online in full will be despatched.

Is my order confidential?

Under the Privacy Act, all order and member information is strictly confidential and not able to be disclosed to any other party.

What should I do if I want to cancel my order?

Once an order is placed and paid it is not possible to change the order. National Pharmacies is unable to provide a full refund due to a simple change of mind or because a customer found the same product with better price in another store. However should you feel you have a valid reason to cancel an order, simply contact us here with the details relating to your particular circumstance. Please note that administrative fees on order changes or cancellation may apply.

What happens if a product on my order is out of stock?

Whilst this does not happen very often, there may be instances where a product is out of stock on an order. If an item is out of stock and it will take more than a day to get the item, a National Pharmacies representative will contact you either by email or phone to let you know and ask what you would like to do with the order.

Payment

How much does delivery/shipping cost?

All orders are shipped Australia wide with a flat delivery fee, which is currently $9.99. Overseas delivery is not available.

What are my payment options?

You can pay by either MasterCard or Visa.

Are the payment facilities secure and which payment options are available for online orders?

National Pharmacies uses the Westpac payment gateway Pay Way which is compliant with the PCI Data Security Standard. It means that all the payment details are sent directly to the bank without landing on National Pharmacies systems.

 

Delivery

How long it would take to despatch and deliver my order?

National Pharmacies will make every effort to ensure that your order is processed as soon as possible. Normally, when placed during the week, the order will be despatched within 24 hours. If an order is placed on Friday, weekend or on a public holiday, National Pharmacies will aim to have it despatched on the next business day.

It is your obligation to enter the correct delivery address at the time of ordering. If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense.

Some delays may also occur during busy periods such as Christmas, promotional periods or clearance sales. If you have any questions regarding delivery, please contact us.

Once the order is despatched from National Pharmacies, its delivery status is then dependent on Australia Post schedules. The times below are indicative only and not guaranteed:
– Metropolitan Areas in Australia: 4 – 7 days
– Regional and Country Areas within Australia: 5 – 10 days

All deliveries require a proof of delivery signature or the order will be held at your nearest Post Office. With PO Boxes, the Post Office will hold the delivery until collected.

Please note that some products (including but not limited to fragrances and aerosols) that could be considered as an Exempt from Dangerous Goods Code will only be permitted to be delivered by road, and will require additional delivery time.

How I can track my order?

You will receive e-mail notifications with the order status, tracking number and further guidance. Please follow the instructions provided to check your order delivery status using the Australia Post Tracking Site. If you do not receive any e-mail notifications within 48 hours after placing an order please contact our customer service 1300 650 430.

What will happen if I am not at home when my order is delivered?

Due to privacy & security standards National Pharmacies require a signature on delivery. Therefore, if you will not be at home at the time of delivery, Australia Post will not leave your order at the doorstep or post box. Australia Post will leave a call card with information on how to collect your order from the closest Australia Post office.

What should I do if I’d like to change the delivery address for my order?

Change of delivery address can be approved only if the order has not been despatched. Please contact us as soon as you can with the new delivery details.

 

Refunds & Replacements

What should I do if I am not happy with the product that was delivered?

National Pharmacies is guided by Australian Consumer Law and will provide customer guarantees as required. Therefore, if a customer is not happy with the delivered product because it is faulty and/or doesn’t match description on the website, a refund or replacement will be provided. In all other cases, including change of mind, National Pharmacies will not provide a refund. To discuss a specific case please contact us 1300 650 430. Please ensure you have your order number on hand.

How I can get a refund or replacement?

If you have any problems with the delivered products please contact us on shop.nationalpharmacies.com.au by email or on 1300 650 430 as soon as the goods are received or within 7 days of receipt of them. Our customer service representative will discuss your specific case and determine the best solution. Please ensure you have your order number on hand.

Once determined that a refund or replacement is required, all items need to be received within 30 days from the date of delivery for this condition to apply.

If you return an item without prior approval, we will be unable to process your return and no refund or replacement will be provided. Unauthorized returns will be sent back to the sender with a delivery charge and $5.00 administration fee.

What do I do if I receive a damaged product?

If you receive products that you believe were damaged in transit, please contact us immediately on (link to contact details) with your order number, details and a photographic image of the faulty goods so that we are able to claim against the delivery company. Please do not discard the item as these may need to be collected.

How should goods be presented back to National Pharmacies?

Goods must be returned in perfect saleable condition without being opened and/or tampered with. We highly recommend that items are returned via a receipted delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.

Please note that, once opened and or used, products cannot be returned to us unless governed by the Australian Consumer Law Customer Guarantees.

For more information about your rights as a consumer, please visit www.accc.gov.au.

How will I get my refund?

Any refunds due back to you under the conditions stated above will be refunded via the same means as when the order was placed and by no other methods.

Can I bring the product that I’ve purchased online to any National Pharmacies store and ask for refund or replacement?

We request that you do not return the faulty product to a National Pharmacies store as they will not have the authority to process the refund or organize a replacement. If you claim that you are eligible for refund or replacement under Australian Consumer Law, a shop.nationalpharmacies.com.au representative will provide you with the prepaid address to allow you to send back a faulty product.

 

Privacy

What is National Pharmacies’ Privacy statement?

shop.nationalpharmacies.com.au and National Pharmacies are bound by the Australian Privacy Principles set out in the Privacy Act 1988 of the Commonwealth of Australia.

To view the policy statement, please click here.

We welcome your feedback. If you have questions or comments about our privacy policies, feel free to email National Pharmacies here

What are Cookies?

When you visit our website the server may attach a “cookie” to your computer’s memory.  A “cookie” assists us to store information on how visitors to the site use it and the pages that may be of most interest. This information may be used to make assumptions about who uses your computer and to provide users of your computer with information that we think may interest the users of your computer.  However, this information is not linked to any personal information you may provide and cannot be used to identify you.  You should be able to configure your computer so that it disables “cookies” or does not accept them.

Is my order packaged discretely?

For your privacy and security, your parcel will be in plain packaging, but it is a legal requirement to have sender details on it.

 

General

Can I order online and pick up products in the closest National Pharmacies store?

No, this service is not provided at the moment. We are working on providing this service in the near future.

Can I discuss my medication or health requirements with a pharmacist?

Yes. Simply click, complete your details, and one of our Pharmacists will be able to help you.