FREQUENTLY ASKED
Questions
We also aim to deliver you a great experience when shopping with us.
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What is the best way to contact Customer Service?
If you are unable to find the answers to your questions below, please email us at [email protected] and our team will be in contact within 1 working day.
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How long does it take to process my order?
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. Eg. 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.
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Do you have expiry dates for all products on the website?
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 known to be "short dated" within 1 year should have the expiry listed online.
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Is it the same price in store as online?
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.
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Do you take phone orders?
Unfortunately, we do not have the facilities to take phone orders, but we can assist you to place your order online.
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Do you allow pick ups from your store?
Unfortunately we are no longer offering pick ups for online orders.
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My Rewards Voucher isn't working?
In order to redeem this reward voucher please follow these steps:
- Go to our site
- Add to cart any products.
- Follow to 'CHECKOUT' section.
- Enter your personal details.
- Under Order Summary enter the code into the first box (Gift Certificate/Rewards Voucher here) and click “Apply Code”
- In the total above you should now see the total reduced by the voucher value.
If you continue to have problems, please email us your order number and we can manually apply it from our end once your order comes through.
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My Credit Card is asking for additional information - what does this mean?
Pharmacy Direct has been working with our payment merchant to implement additional payment security systems (called 3D Secure). It adds another layer of protection when you enter your credit card details - this is something that your bank is asking you to do - not Pharmacy Direct. After you enter your cc details, you may get asked to enter in a code or something similar. This means that if a scammer gets hold of your card number, for example, and tries to use it on our site (and any other online retailers who have this installed), your bank will now ask them to either enter a code (that has been sent to the owners cellphone), or it will ask what the card credit limit is etc - all things that only the rightful owner will know, or have in their own possession, like your cellphone. This means your card cannot be used fraudulently on our website. The links below are from BNZ and Visa. They explain things in more detail (3D SECURE) to help you understand these requirements:
If you continue to have problems, please contact your bank OR place your order using our Internet Banking option.
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I selected to pay via internet banking, how do I pay?
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)
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I am an international customer, can I pay via internet banking?
Unfortunately no. This is for local New Zealand customers, with a New Zealand Bank account only. International customers must pay by Credit Card.
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What currency do you charge your orders in?
All of our orders are charged in New Zealand Dollars ( NZ$ )
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How much is shipping within New Zealand?
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It doesn't look like my card has been charged?
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.
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It looks like I have been charged twice
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.
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What courier do you use?
We use Courier Post/NZ Post for items dispatched from our warehouse (excluding the prestige beauty/fragrance ranges.)
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Does my parcel require a signature, or someone to be home?
We ship all orders NON-SIGNATURE so if you are not home your order will be left by the courier. (Please note that Pharmacy Direct and NZ Post are not liable for parcels that are stolen, lost or damaged AFTER your order has been delivered.)
If you do not want you order left please put a note in the "INSTRUCTIONS TO COURIER DRIVER" box requesting signature required. There is no extra charge for this. More information on this can be found on our shipping page
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The courier link says attempted delivery, what do I do now?
Please follow the instructions on the NZ Post link to arrange a redelivery or redirection, or give NZ Post a call on 0800 268 743 and speak to customer services. They can help redirect you order.
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The checkout page isn't letting me continue, what do I do?
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.
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Do you offer Saturday Delivery?
Unfortunately no. Orders are only delivered Monday - Friday
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I see you sell prescription medicines online. Do I need to send you a prescription?
If you have the original Paper prescription with you, you too can email a photo/scan copy of your prescription to the above email as well* (It must show the barcode clearly on the photo/scan)
In the subject header of your email - please put ' PRESCRIPTION FOR: (insert name here) '
Medicine will only be couriered out once we have a prescription. If we do not receive your prescription within 10 working days your order will be cancelled.
Medicine is delivered non-signature in a discreet box If you prefer to sign for your medicine, please contact the dispensary on 09 414 -1424 / 0800 742 762 - Option 1 for Dispensary Monday - Friday 9am - 5pm.
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I can see "quantity restrictions" next to a product, what does this mean?
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.
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I've changed my email address, how do I update my username?
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
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I have ordered the wrong thing, can I return it?
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I have placed an order, and it said it was successful, but I haven't had an email?
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- [email protected]. If you still have issues receiving our emails please contact your email provider.
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I am overseas and have placed an order, but haven't got an email yet.
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.
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A product says it is out of stock on the website, when will it be available again, and can I preorder it?
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.
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I cancelled my order, when will I get a refund?
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.
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Do you ship overseas?
Yes, we ship all over the world. Please see our shipping page for more details
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Do you accept PayPal?
Unfortunately no. We accept credit/debit cards, and internet banking as our payment options. Please select your preferred payment method on the checkout page.
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I am after a product that isn't on your website.
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- [email protected]
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My tracking is showing as delivered but I have not received my order, what do I do?
Please contact our customer services team at [email protected]. Alternatively you can contact NZ Post on 0800 268 743 to open an investigation or visit their website to query the delivery online - www.nzpost.co.nz. We do find this is resolved faster if you contact NZ Post directly but we are happy to do so on your behalf.
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I want to order an item but it needs to be refrigerated, how are they sent?
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.
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I want to order more than 1 of an item, but the system wont let me?
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.
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I need something urgently, can my order be sent next day?
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.
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Do you charge extra for rural delivery?
Yes we do charge extra for Rural Delivery. See our shipping page for more information.
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Can I add to my order once I have placed it?
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.
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My tracking is not showing?
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.
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Do you ship with Plastic Packaging?
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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How do we get Prescriptions?
*Make sure your doctor emails the prescription directly to our Pharmacist on: [email protected]
Or if you already have the prescription, you can also use the above email to send it in. You can take a photo of your prescription, or scan it in. (Please make sure we can see the barcode clearly in the photo/scan).
In the email subject header, please put: PRESCRIPTION FOR: (Insert name here)
HOW TO ORDER PRESCRIPTION ONLINE
Use this link to search for your medicine:
https://www.pharmacydirect.co.nz/prescription-medicines
- Answer the 3 questions in this page
- Add to your shopping cart
- Checkout
(Did it come back with Error 33 or similar when you tried to do the prescription online? If so, it means either your computer has VPN active, or if you are using a work computer, the head office may be overseas based and we are not allowed to show prescription items overseas, so it won’t show you)
Don’t worry, we have another way around it.
Use this link as a backup:
https://www.pharmacydirect.co.nz/Sundry-Fee.html
(Ignore that it has no medicine name, and also ignore that by default it says $1, we change the $ value when your prescription comes in, and if there are repeats or you want it all at once, just put that in your answer on question 3, our Pharmacist will always go off what your prescription states)
- Answer the 3 questions in this page
- Add to your shopping cart
- Checkout
PAYING BY CREDIT CARD?
We do not charge your card until the order is completed, so once our Pharmacist has your prescription and sees your online order – she will let you know the price and will change the price from $1 to the real price for your prescription. If your order qualifies for free shipping (as it is over $100, we will remove the shipping at our end too).
PAYING BY INTERNET BANKING?
Once our Pharmacist advises how much your prescription will be, that is what you will deposit into our bank account. And if your order goes over $100, we will remove the shipping fee on that too.
THE WHOLE PURPOSE OF ORDERING ONLINE IS SOLELY FOR PAYMENT AND DELIVERY PURPOSES (as you will also get a tracking number when order is complete)
If you run into any problems, please feel free to email the pharmacist (Helen) directly on: [email protected]
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