Frequently Asked Questions
We are here to help you find your way around our online store. Below are some frequently asked questions and answers to assist you.
Question still not answered? Please don’t hesitate to contact your local participating IPA Pharmacy directly for more information.
PRESCRIPTIONS
How do I purchase “Pharmacy Only Medicines” online?
According to the legislation in Australia, “Pharmacist Only Medicines” requires personal counsel by a pharmacist. Medical prescriptions for such medicines are also accepted.
I would like to buy a multiple/bulk pack of prescription medicine – What rules apply to having them dispensed?
We can only send you one pack of prescription medicine at one time unless your doctor specifies otherwise. Your doctor needs to clearly endorse your prescription with the words “one supply” or “1 supply” (or alternatively the words ‘Regulation 49’, ‘Reg 49’, ‘Section 49’, ‘Regulation 24’ or ‘Reg 24’ ). A Regulation 24 prescription can only apply to a new prescription and not a repeat prescription. Pharmacists are able to dispense any repeats all at one time or one at a time like a normal prescription. Only your doctor can endorse your prescription as described above, not your pharmacist. For more information go to www.pbs.gov.au.
Can I fax my prescription?
It is illegal to accept faxed or emailed prescriptions in Australia at the moment. Before we can dispense and send your medication we must receive the original Australian prescription.
Can I have all of my repeats dispensed in one order?
Only if your doctor has endorsed you prescription with the words “one supply” or “1 supply” (or alternatively the words ‘Regulation 49’, ‘Reg 49’, ‘Section 49’, ‘Regulation 24’ or ‘Reg 24’ ). Please be aware that if you do obtain multiple packs on the one order, they may no longer count towards your Safety Net limit.
Can I return a prescription medicine?
No. Unfortunately, we cannot accept any medicines returned for a credit as the storage conditions of the product may have been compromised once it has left the pharmacy. An exception to this is where a prescription item (other than external packaging) is defective, damaged, faulty or past its expiry on receipt or has been dispensed in error.
MY ACCOUNT
How do I create a new account?
Once you have browsed the site and found a product you like simply select the “Buy now” button. This will take you to login page where you are able to create a new account in a matter of seconds.
I’ve forgotten my password what do I do?
No worries, simply select the “forgotten your password” link provided on login page and you will receive an email with a reset password link.
I’ve moved address how can I change my account details?
Once you have logged into your member’s account via the login page you will notice within the “Addresses” section that you have an option to either modify/delete or even add a new shipping address. Remember to save any changes by simply selecting the “Update user Account” button located at the very bottom left of your account’s page.
ORDERING
What payment methods can I use for online purchases?
We accept any of the following payment options: Credit card (MasterCard and Visa) We are a secure site endorsed with the Digicert EV Certificate. 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.
Trouble with your order or payment?
Please contact the IPA Pharmacy you have purchased from.
PRODUCT RETURNS AND REFUNDS
Can I return or exchange an item?
Defective Item: If an item purchased is defective, damaged or faulty, or does not match the product described or is not as described in the product description, please notify the IPA Pharmacy that you ordered from within 14 days of receipt. In such an event, the IPA Pharmacy that you ordered from will provide the buyer a replacement product or full refund. Refund is offered via original payment method. Please note: Proof of purchase is required in the event of a refund or exchange. We reserve the right to assess the age and condition of returned goods prior to offering a replacement product or refund. Exchange/Change of mind: We are unable to offer any returns or exchanges for change of mind – please choose carefully.
Can I return a prescription medicine?
No. Unfortunately, we cannot accept any medicines returned for a credit as the storage conditions of the product may have been compromised once it has left the pharmacy.
I received an out of date item what do I do?
At Independent Pharmacies of Australia Group, we strive to deliver you the best of all of our products. If the unforeseeable circumstance arises, please contact the IPA Pharmacy that you ordered from within 14 days of receipt and a refund is offered via original payment method.