Our Frequently Asked Questions

Seek support from a trusted Aussie pharmacy! We’ve gathered our most common questions and answers to help you find what you need—fast. From order updates to product details, shipping info, and more, you’ll find it all below.

Still have questions? Get in touch with us anytime by email at hello@aussiepharmadirect.com.au or call us on 1300 783 113.

Website / Products Info / Issues

What should I do if I receive a faulty product and it's been more than 30 days since purchase?

We’re sorry to hear that you’ve encountered an issue with one of our products. Please contact our Customer Service team through our Contact Us page and include the following details:

1️⃣ A clear photo of the faulty item(s).
2️⃣ The Batch Number and Expiry Date (if available, usually found near the barcode on the packaging).

Once we have this information, we’ll liaise with the manufacturer to find a solution for you. Our team is happy to assist, so feel free to reach out anytime!

How can I verify the authenticity of my 3M mask? Can I use the 3M app?

The 3M verification app only works for products destined for North America (US & Canada) and does not support barcodes for masks sold in Australia or Southeast Asia. 3M Australia does not currently offer a live verification portal.

If you need to verify a 3M mask purchased in Australia, you can:

📞 Call 3M Customer Service: 13 17 72
📧 Email 3M Support with your barcode details: 3msupport.safety.au@mmm.com

During COVID-19, 3M Australia had a live verification portal, but it has since been discontinued. The closest available feature is the 3M Counterfeit Verification Form, which you can access here:
🔗 3M Verify Counterfeit Form

What should I do if I notice an error or discrepancy on the website?

Occasionally, there may be errors, inaccuracies, or omissions on our website related to product descriptions, pricing, promotions, shipping charges, transit times, or availability. We reserve the right to correct, update, or modify this information at any time without prior notice, including after an order has been placed.

If you believe you've encountered an error, please reach out to our Customer Service team via our Contact Us page. We are happy to assist and provide clarification where needed.

While we strive to keep all information accurate and up to date, we are not obligated to update or amend details unless required by law. Any listed refresh or update date should not be assumed to indicate that all information has been recently modified.

Are your products Australian-made?

Yes, most of the products we stock are Australian-made, and we prioritise supporting Aussie-made brands whenever possible.

However, we also source high-quality products from trusted brands worldwide, ensuring we offer the best selection of medical, health, and safety products. For medical and safety-related items, we aim to stock TGA-approved products, ensuring compliance with strict Australian standards.

Do you offer product samples?

Yes, we offer product samples for selected products.

Some of the sample packs currently available include:
✔ Chief Taster Sampler Packs – Featuring a mix of Beef Bars, Biltong, and Collagen Bars.
✔ AMD P2 Mask Sample Packs – Available for both Earloop and Headband styles, with different sizes included to help you find the best fit.

Orders & Payments

How can I request a tax invoice for my order?

You can find your PDF tax invoice in your order confirmation email. It is located above the blue "View Your Order" button. If you need further assistance, feel free to reach out to our support team!

Why hasn’t my order shipped yet?

Orders are processed the same day if placed before 2 PM Sydney time on a business day. If your order was placed after 2 PM or over the weekend, it will be dispatched on the next business day.

Once your order ships, you’ll receive a confirmation email with your tracking details so you can follow its journey.

If your order is still within the processing window, rest assured that we are working on it! If you have any concerns, feel free to reach out to our Customer Service team via our Contact Us page.

How do I use Afterpay to pay for my order?

Using Afterpay is simple! Here’s how you can check out with Afterpay:

1️⃣ Set up an Afterpay account – If you don’t have one yet, you can sign up here: Sign Up for Afterpay.
2️⃣ Look for the Afterpay option – You’ll see the Afterpay icon on product pages and at checkout.
3️⃣ Select Afterpay at checkout – When you’re ready to pay, choose Afterpay as your payment method.
4️⃣ Log in & complete payment – You’ll be redirected to Afterpay to log in and process the payment (similar to PayPal).

That’s it! Your order will be placed, and you can pay in interest-free installments through Afterpay.

How does Aussie Pharma Direct protect my credit card information?

We take your security and privacy seriously. Aussie Pharma Direct does not store your payment details. Instead, all transactions are processed through our secure payment gateway provider, which adheres to strict PCI compliance standards. This means we cannot see or access your credit card information in any way.

What is PCI compliance?

Payment Card Industry Data Security Standard (PCI DSS) is a global security standard designed to protect credit and debit card information. It ensures that businesses handling payment data have strict security measures in place to prevent fraud.

To accept online payments from Visa, Mastercard, American Express, and Discover, a company’s payment processing system must be PCI compliant. This ensures that all transactions are secure, encrypted, and protected against unauthorised access.

Can I change or cancel my order after placing it?

If your order has not yet been shipped, you can contact our Customer Service team to request a cancellation or make changes to your order. We’ll do our best to assist you.

🔹 To Cancel an Order:

Please reach out to us as soon as possible, and we can cancel your order before it is dispatched. Once the cancellation is confirmed, we will process your refund back to your original payment method.

🔹 To Make Changes to an Order:

If you need to update or modify your order (such as changing a product or adding items), let us know before your order is shipped, and we’ll assist with the adjustments. If you’d like to add an item, we will generate an invoice for the additional product(s). Once payment is received, we’ll combine everything into one shipment.

If Your Order Has Already Been Shipped:

If your order is already in transit, we will not be able to cancel or make changes on our end. In this case, you would need to wait until the order is delivered and then arrange a return if eligible under our Returns Policy.

Discount Codes & Promotions

I received a discount code for my first-time subscription but am having trouble using it. What should I do?

We're sorry to hear you're having trouble using your discount code online. Please note that there is a minimum spend of $150 required to apply the discount. You can find this information in your Welcome Email.

If you're not ready to spend $150 just yet, don’t worry! Your discount code is a one-time use code with no expiry, so you can save it for your next order.

If you need further assistance, feel free to reach out to our Customer Service team via our Contact Us page.

Why can’t I see the Seniors discount anymore?

We no longer offer the Seniors discount as we have already reduced the prices of our products to ensure they remain affordable for everyone.

If you’re looking for additional savings, keep an eye out for our special promotions and exclusive offers—you can also subscribe to our newsletter to stay updated on the latest deals!

Why isn’t my discount code working?

There could be a few reasons why your discount code isn’t working. Here are some common things to check:

1️⃣ Minimum Spend Requirement: Some discount codes require you to spend a minimum amount before the discount can be applied. Check the details of your offer.

2️⃣ Product Exclusions: Certain products (like sale or clearance items) may be excluded from promotions. Review the terms of your discount code.

3️⃣ Code Expired: Discount codes can have expiry dates, so make sure the code is still valid.

4️⃣ One-Time Use: Some codes, like first-time subscriber discounts, are single-use only. If you’ve used it before, it won’t work again.

5️⃣ Case Sensitivity & Typos: Double-check the spelling and capitalisation of your code. It’s best to copy and paste it directly from the offer.

6️⃣ Combining Codes: We only allow one discount code per order, so if you’ve applied another code, it could prevent this one from working.

If you’ve checked all of the above and your code is still not working, please reach out to our Customer Service team via our Contact Us page. We’re happy to assist!

Does my discount code expire?

It depends on the type of discount code you have:

🔹 First-Time Subscription Discount Code:

The discount code you receive when signing up for the first time does not have an expiry date, so you can use it whenever you’re ready to make a purchase. Please note that this code is single-use and can only be used once per customer.

🔹 Promotional Discount Codes (Sales or Special Campaigns):

Discount codes offered during special promotions, sales events, or limited-time campaigns may only be valid for the duration of the promotion period. The expiry date or validity period is typically specified in the offer details, so it’s best to check the terms of the promotion.

Do you offer discounts for bulk purchases or wholesale orders?

Yes, we offer discounts for bulk purchases and wholesale orders.

If you’re interested in placing a large order or setting up a wholesale account, please reach out to our Wholesale Team:

📧 Email us at hello@aussiepharmadirect.com.au with the products and quantities you’re interested in.
📞 Or, call us on 1300 783 113 and select Option 3 to speak directly with our team.

We’ll get back to you with pricing and further details as soon as possible.

Shipping & Pick-up

How much does shipping cost?

Shipping costs vary depending on your location, and the size and weight of your order. We aim to keep our shipping rates as affordable as possible, and we also offer free shipping on eligible orders. See the full breakdown of our shipping costs below.

NSW, ACT

Free Shipping on orders over $149*^
Standard Shipping: $11.95^
Express Shipping: Calculated at checkout.

See below for surcharges & exclusions.

QLD, VIC

Free Shipping on orders over $149*^
Standard Shipping: $12.95^
Express Shipping: Calculated at checkout.

See below for surcharges & exclusions.

SA, TAS

Free Shipping on orders over $149*^
Standard Shipping: $13.95^
Express Shipping: Calculated at checkout.

See below for surcharges & exclusions.

WA, NT

Free Shipping on orders over $149*^
Standard Shipping: $14.95^
Express Shipping: Calculated at checkout.

See below for surcharges & exclusions.

*Free Shipping excludes the C-Pen devices. A surcharge may apply for orders over 3kg, shown at checkout. Bulky orders may incur extra costs—contact us for a manual quote.

International Orders:

Shipping will be calculated at the checkout. We ship internationally to most places around the world. There are some products which are restricted in some countries.

Do you offer free shipping?

Yes, we offer free shipping on orders over $149 Australia-wide. Please note that this offer excludes the C-Pen Reader 2. Bulky goods may also incur additional shipping charges due to their size or weight, which will be calculated at checkout.

When will my order be dispatched?

Orders placed before 2pm (AEST) on business days are dispatched the same day. Orders placed after 2pm, on weekends, or on public holidays will be processed on the next business day.

How long does delivery take?

Delivery typically takes 2 to 5 business days, depending on your location. While we do our best to ensure prompt delivery, unexpected delays can occur due to factors like extreme weather or disruptions in certain areas (e.g. floods). Any known delays or service interruptions will be updated on our website or communicated via our shipping partners.

Do you offer international shipping?

Yes, we offer international shipping to selected countries. Shipping charges vary depending on the destination, package size, and weight, and will be calculated at checkout. Please note that international customers are responsible for any customs duties or import taxes that may apply in their country.

Can I track my order?

Yes, once your order has been dispatched, you’ll receive a tracking number via email. You can use this number to track your delivery through the Australia Post website or mobile app. Tracking updates are provided directly by the courier, so you can follow your parcel’s progress in real time.

Which courier services do you use?

We use Australia Post for all our deliveries. You’ll receive a tracking number once your order has been dispatched, so you can monitor its progress via the Australia Post website or app.

Can I change my shipping address after placing an order?

If your order has not yet been dispatched, please contact us as soon as possible with your order number and the correct shipping address. We’ll do our best to update the details before your parcel leaves our warehouse.

If your order has already been dispatched, it may still be possible to change the delivery address using Australia Post’s parcel redirection service — provided the parcel is eligible and you have a MyPost account. According to the information available on the Australia Post website:

You can request redirection once the parcel leaves the sender, up until it's onboard for delivery.
The redirection option is available via your MyPost account, using the email address you used when placing the order.
You may redirect your parcel to another address, a Parcel Locker, Parcel Collect point, or a PO Box.

Please note, not all parcels are eligible for redirection. For full details or to check your eligibility, visit the Australia Post Parcels in Transit page or contact Australia Post Customer Service directly.

Do you offer Express Shipping?

Yes, we offer Express Shipping for most products. You can select this option at checkout, however, please note that Express Shipping is not available for aerosol products due to postal regulations. If your order contains aerosols, it will be sent via standard shipping only.

Why is Express Shipping not available for some products?

Some items, such as aerosol products, are classified as dangerous goods under postal regulations and cannot be transported by air, which is how Express Post operates. As a result, these products can only be shipped via standard road transport, and Express Shipping will not be available at checkout for orders containing them.

What happens if my parcel is delayed or lost?

If your parcel is delayed, we recommend first checking the tracking link provided in your shipping confirmation email, as delivery times can vary depending on location, weather events, or high-volume periods.

If your order appears to be lost in transit, please contact us at hello@aussiepharmadirect.com.au or call 1300 783 113 between 8:30am and 5pm (AEST). We’ll investigate the issue and work with Australia Post to resolve it as quickly as possible.

If you purchased Shipping Insurance at checkout, you’re covered for lost or damaged items. Once we confirm the parcel meets the following conditions, we’ll send you a replacement within 2 business days:

The consignment was not signed for
No delivery image captured by Australia Post
You supplied the correct shipping address when placing your order

Aussie Pharma Direct's Shipping Insurance gives you peace of mind by protecting your order against transit issues not covered by Australia Post.

For full details on our shipping insurance, please refer to our Shipping Insurance Policy in our Terms of Service or get in touch with our customer service team.

What should I do if I received a damaged item?

If your item arrives damaged, please contact us as soon as possible at hello@aussiepharmadirect.com.au with the following information:

Your order number
A brief description of the damage
Clear photos showing the damaged item and packaging

This helps us assess the situation and offer a resolution quickly. If you purchased Shipping Insurance with your order, you may be eligible for a replacement once we confirm the damage. We aim to resolve all issues promptly and appreciate your understanding.

Can I pick up my order locally?

Yes, local pickup is available from our warehouse at:

6 Roger St
Brookvale NSW 2100
Australia

You can collect your order during our business hours: Monday to Friday, 9am to 5pm. Please wait until you receive a notification that your order is ready for pickup before coming in.

What are your pick-up hours?

Pick-up is available during our business hours:

Monday to Friday, 9:00am to 5:00pm (AEST)

Please wait until you receive a notification that your order is ready before coming to collect it.

When will my order be ready for pick-up?

You’ll receive a notification email as soon as your order is ready for collection. Most orders placed during business hours are prepared on the same day. Please wait for this confirmation before coming to pick up your order.

Can someone else collect my order on my behalf?

Yes, someone else can collect your order for you. Please ensure they bring a copy of the order confirmation email which includes the order ID and provide your full name at the time of pickup. This helps us verify the order and ensure a smooth handover.

Can I change my pick-up to delivery after placing an order?

Yes, you can request to change your order from pick-up to delivery within 24 hours of placing the order, provided it hasn't already been collected. Please contact us as soon as possible at hello@aussiepharmadirect.com.au or call 1300 783 113. Additional shipping fees may apply, and we’ll send you a separate invoice if required.

Returns & Refunds

How long does it take to receive a refund?

Once we receive your returned product at our warehouse, we’ll process your refund within 3-5 business days. The funds will be reimbursed to the original payment method used at checkout. If you have any questions, feel free to reach out—we’re happy to help!

What is Aussie Pharma Direct’s returns policy?

We accept returns and exchanges on most products if the item is returned within 30 days of receipt and meets the following conditions:

Proof of purchase can be provided if requested.
Items purchased as part of a bundle must be returned as a complete bundle.
Shipping costs for change-of-mind returns are $10 (flat rate), to be paid by the customer.
The item must be unused, undamaged, and in its original packaging (Packaging must be unopened, unmarked, and not defaced in any way).

Please refer to our Returns Policy page for more information.

Are there any fees charged for returning an item?

If you are returning an item due to a change of mind, a $10 flat-rate shipping cost will apply and must be paid by the customer. This fee helps cover the costs associated with processing the return.

All returns must meet the following conditions:

Item is unused, undamaged, and in its original packaging.
Proof of purchase is available upon request.
Bundle purchases must be returned as a complete bundle.

Are there any products that cannot be returned under the change of mind policy?

Yes, some products cannot be returned under the change of mind policy. This applies to items in the following categories:

Rapid Antigen Tests (all brands)
InovaAir Air Purifiers
AirPhysio
Boost Oxygen

These products are non-returnable under any circumstances for change of mind reasons.

Can I return or exchange clearance items?

No, all clearance items are final sale and cannot be returned or exchanged, even if you change your mind.

Key points to note about clearance purchases:

✔ Non-refundable – All clearance sales are final.
✔ No Exchanges or Returns – We do not accept returns or exchanges on clearance items due to the significant discounts offered.
✔ Product Condition – Clearance products are sold “as is”. While we ensure they are of satisfactory quality, there may be slight imperfections or variations in packaging.
✔ No Warranty – Warranties do not apply to clearance products unless required by law.
✔ Acceptance – By purchasing clearance items, you acknowledge and agree to these terms.

What if my clearance item is faulty?

While clearance items are sold “as is” and are non-refundable, your consumer rights under Australian Consumer Law still apply if a product is faulty or defective.

If you receive a faulty clearance item, please reach out to our Customer Service team via our Contact Us page, and we’ll assist you accordingly.

Why can’t I return AirPhysio, Rapid Antigen Tests, or Boost Oxygen?

Certain health and hygiene products, such as AirPhysio, Rapid Antigen Tests, and Boost Oxygen, cannot be returned under our change-of-mind policy due to health, safety, and quality control reasons.

These products are excluded to ensure the safety and integrity of all our customers. If you believe your product is faulty, please contact our Customer Service team for further assistance.