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On
this page you will find answers to our most
frequently asked questions.
Pharmeasy has friendly
and dedicated Senior Health Account Managers who are
more than willing to assist in answering your
questions.
Please contact us on
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General Questions
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Prescriptions
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Payments
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Delivery
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Order Info
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Pricing & Product Info
Who is Pharmeasy?
Pharmeasy
is dedicated to improving the health and well being
of all Australian’s through the quality supply of
medication and other pharmacy items and services.
Pharmeasy®
is a trading name of North Rocks Pharmacy which is
ultimately owned by Advance Healthcare Group
Limited, an Australian owned company listed on the
Australian Stock Exchange (ASX code: AHG).
Who can benefit from Pharmeasy’s Services?
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Individuals who have ongoing medication needs.
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Carers
or family members responsible for managing the
medical needs of individuals.
-
People
looking for a more convenient way to meet all
their pharmacy needs.
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Anyone
wanting to relieve the stress of managing their
medications.
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Families and individuals who wish to benefit
through potential cost savings.
-
People
who like the convenience of having their
pharmacy, health and beauty items
delivered to their home or workplace at a time
convenient to them.
What is Medication Management?
With Pharmeasy the only thing you need to remember
is when to take your
medication – we take care of the rest!
A core part of our business is the Pharmeasy
medication management service, which helps you to
manage your prescription medication needs. We do not
charge for this service.
As part of our medication management service, we
will contact you approximately 10 days before your
medication is next due for dispensing, to confirm
your requirements and check your delivery details.
All
Pharmeasy members will be provided with medication
supply summaries which detail every delivery, the
number of days supply dispensed and the number of
remaining repeats available. This statement will
also let you know when you are due to return to your
doctor for another prescription.
Pharmeasy
will also remind you when your last repeat has been
dispensed as well as when a prescription is due to
expire.
Is there anyone I can speak to about pharmaceutical
advice?
Because we know there’s more to managing your health
than taking medication, our dedicated Pharmeasy
pharmacists are also here to help you with the rest
of your needs. Should you have any questions
concerning the medication you are taking, any of our
products, or would like to ask advice regarding your
health, as a member you can talk to one of our
pharmacists simply by contacting the Pharmeasy
helpline on 1300 765 888 Monday to Friday between
8.30am and 7.00pm EST/EDST and ask to speak to a
pharmacist.
If you would prefer, our pharmacists can also
respond to your queries by email at
Pharmeasy@pharmeasy.com.au.
Is my privacy guaranteed?
The privacy of all those who use the services of
Pharmeasy is of paramount importance to us.
Pharmeasy is bound by and complies with the
following legislation in relation to your privacy:
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Federal Privacy Act 1988 (Cth);
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Personal Information Protection Act 1998 (NSW);
and the
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Health
Records and Information Privacy Act 2002 (NSW).
You can request a complete copy of the Pharmeasy
Privacy Policy at any time by calling the Helpline
on 1300 765 888 or you can view our
privacy policy
online.
Why do we collect email addresses?
Pharmeasy uses email addresses for correspondence in
regard to orders placed and registration of members.
If you provide us with permission, we also use email
to send our Pharmeasy - For a Healthier Life
newsletter. We do not use these emails for
commercial use without prior consent and will NOT
pass them on to any other party.
What is Pharmeasy’s Returns Policy?
Our highest priority is your complete satisfaction.
If you have any problems or questions - Please do
not hesitate to contact us on Ph 1300 765 888 or via
email at pharmeasy@pharmeasy.com.au
Non-prescription items are returnable for a refund
under certain conditions.
The goods must be returned in perfect saleable
condition without being opened and/or tampered with.
You must notify us within 7days from receiving the
order.
What is Pharmeasy’s Refund Policy?
If for any reason you are not satisfied with your
purchase, and/or an alternative item cannot be sent,
we will happily refund the purchase amount back onto
your credit card or into your nominated account.
Alternatively we will credit your Pharmeasy account
for your next purchase.
How do I cancel an order?
The easiest way is to contact a Senior Health
Account Manager on Ph 1300 765 888 or via email on
pharmeasy@pharmeasy.com.au.
What is the responsibility of Pharmeasy Pharmacists
and staff in regards to orders?
Pharmeasy’s prime objective is to ensure your safety
in regards to the safe use of medications.
Pharmeasy is proud of its reputation for being
responsive, reliable and for the friendliness and
expertise of our pharmacists. All of our
pharmacists are trusted professionals with many
years of experience.
We provide quality and accurate dispensing,
recommend costs savings where we can and ensure fast
and reliable turnaround from order to delivery.
Pharmeasy’s staff reserve the right to refuse any
orders it may deem to not fit this criteria, or of a
nature that my be unsafe in its volumes or capacity
for misuse. The sole discretion is that of the
pharmacist in charge.
2. Prescriptions
Why do I need to send my original prescription to
Pharmeasy?
By law, a pharmacist can only dispense against an
original prescription – the prescription your doctor
hands to you. Pharmacists are not allowed to
dispense against a copied, faxed or emailed
prescription.
Pharmeasy also requires your original prescription
and repeat prescriptions so that you can take
advantage of our free medication management and
reminder services. Your prescription tells us when
to call you about your next dispensing and allows us
to coordinate delivery of multiple medications. Your
prescription also enables us to check for any
medication conflicts as well as allowing us to
advise you of your last repeat and/or the need to
visit your doctor. Pharmeasy will also provide you
with information about the medication you're taking
so that you are better informed.
Can I fax my prescription?
It is illegal to accept faxed or emailed
prescriptions in Australia at this stage. We must
receive the original before we can dispense and
send.
Why do I need a Prescription for some items, when I
can purchase them over the counter at a local
pharmacy?
Legislation in Australia deems that “pharmacist only
medication” requires personal face-to-face
counselling by a pharmacist on sale of the item. As
Internet and mail order pharmacy is not able to
provide this, a prescription will enable a Doctor to
provide appropriate counselling.
By seeing your Doctor and getting a prescription,
this means that your Doctor has determined that
there is a therapeutic need for that particular
medication and provided the appropriate counselling.
Can Pharmeasy keep my prescription repeats on file?
Yes. As part of our FREE medication management
service, we take the worry out of finding your
prescriptions, going to the pharmacy to get your
medication(s) dispensed and even remembering to go
back and visit your doctor after your last repeat.
We keep full records of all of your transactions,
making it easy for you to complete medical claims
such as for Safety Net recording, health insurance
claims and tax rebates. We also provide a caring
Helpline to answer your medication concerns and
provide trusted information and advice.
With Pharmeasy the only thing you need to remember
is when to take your
medication – we take care of the rest!
Why do some prescription items have four different
prices?
Pharmaceutical Benefits Scheme.
The majority of Australians are entitled to
receive Government subsidised medications through
the Pharmaceutical Benefit Scheme (PBS). For most
prescriptions the fee is currently $29.50. In a
small number of cases a Government surcharge may
apply for more expensive brands of medication. PBS
prices for medications are set by the Government and
cannot be discounted under any circumstances. In
some cases a special authority prescription may be
required for an individual to receive PBS subsidised
medication.
Private prescriptions.
Some medications are not subsidised by the
Government through the Pharmaceutical Benefit
Scheme. In these cases the full amount of the
prescription must be paid for by the consumer. It
is Pharmeasy’s goal to source such products for you
on the most cost effective basis. Many private
prescriptions can be claimed against private health
insurance (contact your fund for more details).
Concession cards.
Holders of Pension, Health Care and Veteran Affairs
cards will generally be charged a much lower fee for
PBS prescriptions. For most prescriptions this fee
is currently $4.70. In a small number of cases, a
Government surcharge may apply for more expensive
brands of a medication. This can usually be avoided
by electing to use a generic equivalent to the
expensive brand.
Safety net.
For PBS items, Pharmeasy will maintain a record
of all your eligible safety net expenditure with us
and advise you when you have reached your safety net
entitlement. The Safety Net thresholds as at 1st
January 2006 are General: $960.10 and Concession:
$253.80
Can I have more than one repeat dispensing of the
same prescription item?
There are arrangements to allow a repeat PBS
prescription to be dispensed early if you need it to
continue treatment. However in most cases the new
Safety Net 20 day rule applies.
This means that certain specified PBS medicines that
are re-dispensed within 20 days of a previous supply
will fall outside Safety Net benefits.
For further information please contact:
PBS Information Line: 1800 020 613 (free call)
Internet:
www.health.gov.au/pbs
or
www.medicareaustralia.gov.au
Your doctor can also issue a Regulation 24
prescription which allows all your repeats to be
dispensed at once.
3. Payments
How do I pay for my pharmacy items? – easy options
You pay for your pharmacy items at the time of
ordering with several convenient payment options –
using either credit card, direct debit, cheque or
money order.
We accept Mastercard, Visa, Bankcard and American
Express+.
We also accept payment via Gift Vouchers purchased
through Pharmeasy.
Pharmeasy will supply your medication and ancillary
items to you at competitive prices where we are able
and allowed*.
* The prices for many prescription
medications (PBS) are set by the Government and we
are unable to discount these items.
+ Please note, a small surcharge applies
to American Express use.
If I use a credit card to purchase my items can
anyone else obtain my credit card details?
When you place an order online or with Pharmeasy,
your personal information and credit card
information are encrypted using SSL encryption
technology before being sent over the Internet,
making it virtually impossible for your information
to be stolen or intercepted while being
transferred.
When you enter the "Checkout Area" - A new page will
open in a new browser, this browser will have a
padlock in the bottom status bar, this is your
guarantee that you are on a secure server.
When does payment have to be made?
Payment needs to be received by Pharmeasy at the
time of ordering.
In the case of credit card and direct debit, the
payment is charged at the time we have received and
confirmed your order.
If payment is to be received via cheque or money
order, the order will not be dispensed until payment
has been received including the delivery fee.
4. Delivery
How is my medication delivered to me?
Your medication will be hand delivered by courier so
you have the security of knowing that you don’t have
to rely on postal services and so you can be
confident that your delivery will be made within the
agreed timeframe.
We will arrange a suitable day and time to deliver
your medication when your order is placed. We will
confirm the delivery address with you and arrange to
have your medication securely couriered to your door
within a time window on the preferred delivery day
for just $5.50 including GST.
Why does a person have to physically accept the
order?
Due to the nature of the items being couriered it is
a requirement that the package be delivered and
signed for by a person. This does not necessarily
need to be the Pharmeasy member. It can be the
receptionist at work, another family member or
perhaps a neighbour.
What happens if I am unavailable at the time of
delivery?
Deliveries to your home or office are made at a
small charge of just $5.50 (inc GST) for a standard
parcel. If there is nobody available to accept and
sign for the delivery at the agreed day and time,
the parcel will be retained and delivered at another
time. Pharmeasy reserves the right to charge for
this additional delivery.
I have ordered through Pharmeasy before, but I would
like my next order to be delivered to a new address.
Is this possible?
Your preferred delivery address is recorded by us at
time of enrolment. This can be changed at any time,
simply by contacting us with your new details or at
the time of ordering.
5. Ordering Details
Can
I order through Pharmeasy if I do not have an email
address?
Yes. We accept orders via phone, mail or fax as well
as via the internet. For more information
click
here.
How can I track the progress of my order?
If you have previously provided us with your email
address you will be sent an order confirmation email
at the time that your order is confirmed into our
order processing system. This email will contain
details of your order, your order number for
tracking purposes and your agreed delivery day.
Another email will be sent to you on dispatch from
our pharmacy. You can track your order’s progress
after dispatch by logging online and entering your
order number and pressing the “track order” button.
You will then be able to see that latest information
Toll Australia has on your delivery.
In addition by contacting a Senior Health Account
Manager, we will be able to assist with your
enquiry. Our contact details are:-
What can I do if I’m having trouble ordering online?
We have designed a user friendly and comprehensive
online ordering system - But if something does not
work for you or you are having any problems at all
please do not hesitate to contact a Senior Health
Account Manager at Pharmeasy and we will be more
than happy to assist you.
Will I receive an order confirmation?
Members who have provided us with an email address
will receive confirmation of their order via email
at the time their order is entered into our system
for processing. Another confirmation will be sent
on dispatch and you will additionally receive a
Medication Summary attached with your order.
Is my order packaged discreetly?
Pharmeasy utilises a secure and confidential
delivery service for delivery of medications to you
at home or at work or wherever in Australia you
happen to be.
To ensure your privacy, your order is delivered in a
sealed, personally addressed plain package.
6. Pricing &
Product Info
What happens if I am after a product that is not
listed on the website?
Pharmeasy is proud to be able to provide you with
the largest range possible of pharmacy and health
management items. We will endeavour to locate
products that are not on our website. Please contact
a Senior Health Account Manager on 1300 765 888 and
a dedicated team member will assist with your
enquiry. Alternatively you may wish to email
pharmeasy@pharmeasy.com.au.
Our range of products also includes specialist items
in the mobility, hospital, equipment and
incontinence ranges not normally available through
pharmacies.
What happens if a product is out of stock or
discontinued?
At Pharmeasy we stock many thousand different
products, however if an item is out of stock or
discontinued we will contact yourself and suggest
alternative items or arrange a credit voucher for
future use.
Why is Pharmeasy cheaper than other internet
pharmacies?
We try and source the cheapest and most competitive
prices and the best deals. We work hard to negotiate
the lowest prices, which we gladly pass on to our
members.
Our members are also entitled to exclusive Members’
Only Specials.
In addition our bi-monthly newsletter informs you of
our current Super Specials. |
