Frequently Asked Questions


1. How can I order with Pharmacy Direct?

There are a number of payment methods for you to use at your convenience. However, for the faster order processing time we recommend you pay with your credit card. Pharmacy Direct accepts:

Credit Card:Visa, Mastercard, Diners Club and American Express.

We recommend using a credit card when buying online as you have:

  • Automatic protection against credit card fraud
  • Fastest processing time
  • Has the highest level of consumer protection

If you choose not to pay using your credit card we offer the following alternatives:

Money Order and Cheque*: Please write your name and address on the back of the money order or cheque.

BPAY: Click here to view our BPAY details.

* remember to include your postage and handling fee ($5.95) to the total of your order. Cheques and Money Orders cannot be used for online orders, as you need to post them with your order.


2. If I find a product cheaper elsewhere will Pharmacy Direct match it?

Pharmacy Direct will match any Australian pharmacy competitor's advertised price. If you happen to find a product cheaper elsewhere, inform us of the cheaper price at the time you place your order i.e. by phone, email, fax or note in the order comments box etc. Our price match policy applies to consumer quantities only, and does not extend to our postage and handling charge, nappies or baby food or to Trade Sales or Distress Sales. Price matches must be current at the time of placing your order and in stock with our Australian pharmacy competitor. Pharmacy Direct reserves the right to verify competitor's currently advertised prices to validate a price match. 


3. Is there anyone I can talk to about Pharmaceutical advice?

At Pharmacy Direct we offer a range of professional advice to customers from our qualified in-house Pharmacists’. Simply click on your preferred method of contact as follows:


4. I have a question about my prescription?

Pharmacy Direct can retain your prescriptions for easier refilling of scripts. If your prescription is at Pharmacy Direct when your order is placed online it can be processed by our pharmacists and dispatched to you without the delay caused by the time taken for your prescription to be posted to us. If you would like your prescriptions kept at Pharmacy Direct you can:

  1. ONLINE:      Place a note in the Order Comments Box
  2. PHONE:        Advise our friendly Call Centre Team to place a note in your unique customer file
  3. MAIL:           Tick this option on the Order Form

To order prescription medication within Australia Pharmacy Direct requires your original prescription(including the duplicate) mailed to us (scanned copies and faxes cannot be accepted due to strict Government Regulations.) Pharmacy Direct can also keep prescriptions on file for future fulfilling, learn more about benefits.  When an item that may otherwise be PBS funded for concession and Safety net card holders is priced below the standard general threshold for government subsidy it is supplied to you as a private item. Safety net stickers are not supplied for private items or when multiples supplies are ordered e.g. more than the standard PBS quantity in the one order.  

Please Note: For PBS prescription items subsidised by the federal government ($34.20 & $5.60 items), which we cannot discount, your order will not attract a fee for postage within Australia only. The web site will charge postage and where applicable it will then be refunded by the dispensary staff. Some special conditions apply to prescriptions, for more information please refer to the following relevant link:

  1. Medicare Card Number
  2. Health Care & Pension Cards
  3. PBS & Authority Prescriptions  

Why do I need a prescription for items when purchasing via web or mail but not when I visit the pharmacy? This group of medication can normally be purchased over the counter, but NSW regulations state that a pharmacist must personally hand the product to the customer. Therefore by law, it is required that a doctor explains the medication and so providing a prescription for these items indicates that you have had appropriate counseling. Therefore ordering online, by phone or by mail eliminates this interaction with a pharmacist and for this reason Pharmacy Direct requires a prescription to supply these products to you by mail.


5. Help I have forgotten my Cust. ID/ login?

Forgotten password:  Click here to enter your valid email address. We will then email you your password.

Forgotten login:          Click here to contact our friendly Customer Service team. They will be able to remind you quickly and promptly of your login details.


6. How long will my delivery take?

This depends on your preferred method of delivery and the time you place your order.

Registered Post:Allow 3-8 working days from the time we receive your order, to when it arrives back to you by Australia Post (depending on where you live in Australia) For the Sydney Metro area, allow 2-3 working days from the time we receive your order to when your parcel arrives to you. Please select an address where someone will be able to sign for the parcel when it arrives. Orders can be sent to a business address. 

Express Post:Allow 2-3 working days from the time we receive your order, to when it arrives back to you by Australia Post (depending on where you live in Australia) For the Sydney Metro area, allow 1-2 working days from the time we receive your order to when your parcel arrives to you. Please select an address where someone will be able to sign for the parcel when it arrives. Orders can be sent to a business address. 

Overseas Post:Postal times vary depending on the delivery arrangements in the country of destination. Please select an address where someone will be able to sign for the parcel when it arrives. Orders can be sent to a business address. 


7. Is internet shopping safe?

Pharmacy Direct prides itself on using the highest level of customer data protection and we ensure your details are safe. We recommend using a credit card when buying online as:

  • Automatic protection against credit card fraud
  • For the Faster processing time
  • Has the highest level of consumer protection

Click here to view Pharmacy Direct’s Privacy Policy.


8. I don't live in Australia? Can I still shop with Pharmacy Direct?

Overseas customers can now order online with their credit card. We have the facility to calculate overseas postage based on the weight of the order and the country of destination. Insurance is an additional cost to postage and not included in the postage cost. All prices are in Australian dollars ($AUD).

To order online, simply select the products you wish to buy then go to review order, then checkout. Enter your details as per instructions on the page and click the 'accept' button. Select your postage option and click the 'accept' button.  Once you're at the payment option, select Credit Card. Your order is then processed and if successful, a receipt will be displayed on the screen for you to print.

You can still place your order online, by phone or by mail, however it is important that you provide us with your correct contact details so that we can contact you about your order.

We can only dispense Australian non-PBS prescriptions written by medical practitioners registered in Australia and due to changes in regulations these can only be shipped to addresses within Australia. Please note that delivery times are longer for overseas orders.  As part of our terms and conditions, we do not take responsibility for parcels seized by customs.


9. Why should I shop with Pharmacy Direct?

Proud to be the first medicine mail order service, Pharmacy Direct is now celebrating its 15th year in business. With multiple ways to order – online, mail order and by phone– Pharmacy Direct allows you to shop your own way. Shop in your own time and make use of our convenient nation-wide delivery service direct to your door. Pharmacy Direct stocks more than 10,000 products across a range of categories including prescription and over-the-counter medicines, skin care and cosmetics, weight management and vitamins. Owned and operated by pharmacists you can be sure of uncompromising convenience backed by advice you can trust. Our pharmacists are available to answer all your health-related queries either via by phone, email, our informative online forum, or at our store in Silverwater NSW. Your health is important to us and we strive to meet your needs in a way which suits you best.


10. What do I do if I need to return an item or receive a refund?

Pharmacy Direct respects your statutory rights. Please hold on to your proof of purchase (ie. your receipt) as it will be required to return and receive a refund on your items. Items purchased online, must be returned through the Online Returns process detailed below. They cannot be returned to the Pharmacy Direct store.

Returns Policy (online returns & mail order)

Change of Mind: In addition to your statutory rights, if you change your mind about a product, you can return it to us, provided it is within 30 days of shipment to you. General medicines, prescriptions, vitamins and nutritional supplements cannot be returned due to change of mind.

You will be required to pay for the postage to ensure safe delivery back to Pharmacy Direct. Change of mind and other returns for credit must be received by us in the original condition. We strongly urge using the box we send your order in for any returns as using padded bags or envelopes often results in damaged goods, which cannot be refunded.

Faulty Items:If an item is faulty, or has been damaged in shipment, we will pay the postage. Before returning a faulty item, please call our Customer Service Team on 1300 DIRECT to ensure the correct process for your item, and they will provide the correct pre-paid postage details.

Please have your Order Number or Customer Number with you when you call to make the process quicker.

In-store returns: Items purchased in the Pharmacy Direct Store may only be returned to that store. Please keep your receipt as proof of purchase and take it together with the goods to receive your refund.

Refund Policy

Refunding your money: Once we have received your items in their original condition, we will process your refund. This will be completed no later than 48 hours after your goods arrive at Pharmacy Direct.

There are two ways to receive a refund for your goods:

  1. Credit note: This will be applied to your account, and will be available for future orders.
  2. Refund: If you would like your money back, please be ready to provide a credit card number that we can refund the amount on to. This does not need to be the same payment method used to purchase the goods, however this is recommended.