FAQ - Frequently Asked Questions

 
 
 
What is the best way to contact Customer Service?
A. If you are unable to find the answers to your questions below, please email us at customerservice@pharmacydirect.co.nz and our team will be in contact within 1 working day.
 
How long does it take to process my order?
A. We generally ask for 2-4 working days to process all orders (3-5 working days for international orders). We always aim to get orders out as quick as possible, but sometimes there may be a delay if you order during peak times such as holiday/sale periods or if we need to order stock in for you. E.g. if you are ordering large quantities of a single item.  If this is the case our customer services team will be in contact.
Once your order has left us, you will receive a confirmation email with a tracking number. Please make sure you check your junk or spam folders.
 
Why don't you have expiry dates for products on the website?
A. Due to the high stock turn over, dates are constantly changing, making it hard to maintain online. We do have the best dated stock available. Any stock that is "short dated" will have the expiry listed online.
 
Is it the same price in store as online?
A. Yes, our prices are the same instore as online. However, online only specials are not valid instore. If you are unsure, please email us and we can look into it.
 
Do you take phone orders?
A. Unfortunately, we do not have the facilities to take phone orders, but we can assist you to place your order online.
 
Do you allow pick ups from your store?
A. Unfortunately we are no longer offering pick ups for online orders.
 
My Rewards Voucher isn't working?
A. Please make sure you are popping your code in the correct box.
In order to redeem this reward voucher please follow these steps:
1) Go to our site
2) Add to cart any products.
3) Follow to 'CHECKOUT' section.
4) Enter your personal details.
5) Select 'Rewards Voucher Codes' as payment method under the "Payment and order confirmation". This is NOT the "Special discount coupon code" box in shipping method
6) Enter your Rewards Voucher ID and click the 'Submit' button. This will then bring you back to the checkout page with the voucher amount removed
If you continue to have problems, please pop a note in the "My notes to customer service" box, on the checkout page that your voucher isn't working, and quote the code.
We can manually apply it from our end once your order comes through.
 
I selected to pay via internet banking, how do I pay?
A. You can pay via internet banking, or Phone banking, or you can pop into any BNZ Bank to manually deposit the funds. Please be sure to use your order number as the payment reference. Our account number is: 02 0108 0131360 000 (BNZ) 
 
I am an international customer, can I pay via internet banking?
A. Unfortunately no. This is for local New Zealand customers, with a New Zealand Bank account only. International customers must pay by Credit Card.
 
What currency do you charge your orders in?
A.
All of our orders are charged in New Zealand Dollars ( NZ$ )
 
How much is shipping within New Zealand?
A. Please see our shipping page for full information.
 
It doesn't look like my card has been charged?
A. If you have had a completed email, it may be between the authorisation disappearing and the charge appearing. Please allow up to 3 days for this to appear on your statement.
 
It looks like I have been charged twice
A. If you have only been emailed one order receipt, you will only be charged once. There may have been a glitch in the payments system when ordering. What you will be seeing are pending authorisations.

When you place an order with Pharmacy Direct, the initial amount sits in a hold account with your own bank. Once the order has been completed, this is when we take the money and the official charge is made.

The pending charge/ authorisation then 'drops off' your account. This often happens quite quickly, but in some situations, banks can be a little slow at releasing the pending charge. If you are unsure, or if this doesn't disappear within 7 days, please email us.
 
What courier do you use ?
A. We use Courier Post for items dispatched from our warehouse (excluding the prestige beauty/fragrance ranges.)
 
Does my parcel require a signature, or someone to be home?
A. Due to high demand we ship all orders NON-SIGNATURE so if you are not home your order will be left by the courier.

If you do not want you order left please put a note in the "MY NOTES TO CUSTOMER SERVICES" box requesting signature required. There is no extra charge for this. More information on this can be found on our shipping page
 
The courier link says attempted delivery, what do I do now? 
A. Please follow the instructions on the CourierPost link to arrange a redelivery or redirection, or give CourierPost a call on 0800 268 743 and speak to customer services. They can help redirect you order.
 
The checkout page isn't letting me continue, what do I do?
A. Please make sure the checkout screen is completed. You need to fill in everything with a red asterix, usually the ones that are missed are suburb, city town (even if they are all the same thing, something needs to be in all the boxes to continue).
Also check you have selected an island, as well as agreed to the terms and conditions at the bottom of the page.
 
Do you offer Saturday Delivery?
A. Unfortunately no. Orders are only delivered Monday - Friday
 
I see you sell prescription medicines online. Do I need to send you a prescription?
A.
Yes, we do require the original prescription to be mailed or couriered to us. Alternatively, you can ask your doctor to send us your prescription directly by Fax.
 
I can see "quantity restrictions" next to a product, what does this mean?
A. For ethical reasons, we have quantity restrictions in place. This is to safeguard our business and yourself. If an order is placed that exceeds these restrictions, we will be in touch with you to change your order.
 
I've changed my email address, how do I update my username?
A. Unfortunately we are unable to change your username on your account once it has been created. The only way around this is for you to create yourself a new account.

If you choose to create yourself a new account, feel free to send us an email once you do, and we can transfer the points over to your new account.
Otherwise you can go to "My Account" -  and change your email address we contact you on, and continue to use your existing account, with the old email address as your username
 
I have ordered the wrong thing, can I return it?
A. Please see our Returns Page for more information and email our customer services team - customerservice@pharmacydirect.co.nz 
 
I have placed an order, and it said it was successful, but I haven't had an email?
A. Please check your spam/junk folder. If it is not there your spam system may have blocked us automatically. Adding our email address into your email contacts can help stop this. Please email us to confirm if you can't find the email- customerservice@pharmacydirect.co.nz. If you still have issues receiving our emails please contact your email provider.
 
I am overseas and have placed an order, but haven't got an email yet.
A.
All overseas orders are reviewed by our customer services team before they go to processing. Once your order has been reviewed you will receive an email confirmation or if there is any further requirements our customer services team will be in touch.
 
A product says it is out of stock on the website, when will it be available again, and can I preorder it?
A. Unfortunately we do not get set ETA's from our suppliers and because of this, we can't hold orders or take pre orders.
Once the product is back in stock, it will be available on our website, so please keep checking back.
 
I cancelled my order, when will I get a refund?
A. When you place an order with us, the money you pay sits in a hold account with your own bank until we complete your order.
When an order has been cancelled, the money being held by your bank is released.
This usually happens within 7 days. Please note, once this happens, you will not normally see any mention of Pharmacy Direct on your credit card statement, as it is not a refund it is simply the funds being released from their authorisation hold. If the charge is still showing after 7 days please contact your bank.
 
Do you ship overseas?
A. Yes, we ship all over the world. Please see our shipping page for more details
 
Do you accept PayPal?
A. Unfortunately no. We accept credit/debit cards, and internet banking as our payment options. Please select your preferred payment method on the checkout page.
 
I am after a product that isn't on your website.
A. We have a dedicated team who are busy uploading new products daily, but if you cannot find what you are looking for please email our customer services team- customerservice@pharmacydirect.co.nz
 
My tracking is showing as delivered but I have not received my order, what do I do?
A. Please contact our customer services team at customerservice@pharmacydirect.co.nz. Alternatively you can contact Courier Post on 0800 268 743 to open an investigation or visit their website to query the delivery online - www.courierpost.co.nz We do find this is resolved faster if you contact Courier Post directly but we are happy to do so on your behalf.
 
I want to order an item but it needs to be refrigerated, how are they sent?
A.
We do not send refrigerated items on Fridays to avoid them sitting in the courier depot over the weekend. Fridge items are wrapped in thermal bubble wrap to keep them cool and they are only packed as the order is being sent. Fridge items are stored in our warehouse fridge until just before dispatch.
 
I want to order more than 1 of an item, but the system wont let me?
A. If there is no quantity restriction but the website will not allow you to order more than a certain amount then this means the product is Out of stock. The amount that it will let you order is what we have available.
 
I need something urgently, can my order be sent next day?
A.
We aim to get all orders out ASAP but unfortunately there is no express option for NZ orders. If you need something urgently feel free to come purchase it in store if you are local. Otherwise please visit your local Pharmacy or GP if it is a serious health concern.
 
Do you charge extra for rural delivery?
A. No we do not charge extra for rural delivery - It is the same delivery fee as standard orders. See our shipping page for more information.
 
Can I add to my order once I have placed it?
A.
We can add to orders placed on the same day, however if your order has already at the processing stage, Unfortunately we are unable to add to it. Please place another order online to receive your desired item.
 
My tracking is not showing?
A.
If your tracking number is not showing up , then your order may still be waiting for collection by our courier. Please allow 2-4 working hours for tracking to start showing - once you received your order complete email.
 
Do you ship with Plastic Packaging?
A.
We are constantly looking for ways to reduce the amount of plastic we use, so if you would like your order shipped without plastic, please note this on your order and our dispatch team can send this using cardboard and paper instead.




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