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Pharmacy and Pharmacist Medicines FAQs

Pharmacy Medicines cannot be refunded or exchanged. This is due to Queensland Health Regulation which states that medicines, including any preparation that is taken orally cannot be returned.

Once the product has left the pharmacy, the storage conditions of the product and the efficacy cannot be guaranteed.

Alive Pharmacy Warehouse endeavours to ensure that all Australians are able to gain health outcomes from medicines.

Alive Pharmacy Warehouse want to ensure the safety of patients as well as the safe and efficient use of medicines. This ensures that our patients are Healthy, Happy and Alive.

As such, Alive Pharmacy Warehouse staff reserve the right to refuse any orders it may deem to not fit this criteria, or are of a nature that may be unsafe in its volumes or capacity for misuse. This is at the sole discretion of the pharmacist in charge

Under Queensland legislation pharmacist only medicines require pharmacist involvement. To meet our obligation and ensure that patients use the medicine effectively and safely, you will be required to call the pharmacy on 0740516005.

Alive Pharmacy Warehouse pharmacists reserve the right to refuse any orders they may deem to be unsafe, in either use case, unsafe in the volume or in the capacity for misuse. This is at the sole discretion of the pharmacist in charge.

Products and Catalogue FAQs

All orders must be paid in full before Alive Pharmacy Warehouse can process them. Alive Pharmacy Warehouse stocks around 90% of the products ordered and orders any additional products.

Please be advised that Alive Pharmacy Warehouse has a number of stores and each store may contain different inventory.

The distribution centre that is responsible for your order may not always have every item that is listed on your order in stock. In this event we will try to:

- Source the product from our store network.

- Check with our supply chain to see if we can order these products for you.

- Notify you of any inability to supply the products.

- Refund you any products that we are unable to supply via the payment method used in the checkout.

In some instances, products are discontinued. Alive Pharmacy Warehouse are not always informed of these decisions until after an order is placed. We are always trying to find new methods to limit these occurrences. In these events, Alive Pharmacy Warehouse will notify you and refund the product via the payment method used in the checkout.

Fragrances cannot be exchanged or refunded. At Alive Pharmacy Warehouse we want to ensure every customer has a positive experience. This is achieved through building trust and confidence in every product that is purchased.

Please ensure that you choose Fragrances carefully and if you have any questions about a fragrance don't hesitate to send us an email.

Vitamins and Mineral products cannot be refunded or exchanged. In line with our refund policy and to ensure that Alive Pharmacy Warehouse meet our obligations to keep our patients and customers Healthy, Happy, Alive, we do not refund or exchange any orally taken products as we cannot guarantee storage conditions outside of the premise.

It is important for us that every customer not only has confidence and trust in the products that they are purchasing but that they also know that every medicine is safe and effective without compromise of the medicine in any way due to storage or handling. This is especially relevant for medicines, vitamins and minerals and other healthcare products.

This policy exists to protect customers and patients.

Alive Pharmacy Warehouse continually review the catalogue to ensure that products that are listed on the catalogue are displayed online.

There are however, special circumstances where certain products are too bulky, have limited availability or are unsafe to post. In these circumstances we avoid listing the product to ensure that customers are not disappointed when they are unable to receive these products.

Not all gift with purchases and promotional material is available online and can only be obtained in store.

Alive Pharmacy Warehouse stores come in all shapes and sizes. As such, there are certain stores which will not hold all products that are available online.

If your favourite Alive Pharmacy Warehouse store doesn't stock something that you see online, please let one of our team members know and they can assist you with an online order. This will get delivered straight to your door!

Not all products are available online. This includes cold storage products and heavy or bulky items that cannot always be supplied via the website.

At Alive Pharmacy Warehouse we want to ensure that all customers have trust every time they purchase. This extends beyond expiry dates on products.

Alive Pharmacy Warehouse check expiry dates on all products regularly and prior to shipping to ensure that none of these are short dated. For us a short dated product is something that expires within 3 months of supply.

Depending on the timeframe of the short dated product we will get in touch with you and ask if you would like the product supplied.

As we have no control of the expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering more than 6 months supply of any product.

Any orders in excess of 6 months supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates.

While we ensure that around 90% of our product offering in catalogues are available in all Alive Pharmacy Warehouse pharmacies, our stores do come in all shapes and sizes. This means that there may be products that are in the catalogue that you may not be able to find within your favourite Alive Pharmacy Warehouse.

In this instance, please have a chat with one of our friendly team and they will be able to help you order the product online, arrange a transfer from another Alive Pharmacy Warehouse store or place an order on your behalf.

Order FAQs

All information collected by Alive Pharmacy Warehouse is strictly confidential. We do not provide this information to any other party, for any other purpose. You can read about how your information is handled by reading our privacy policy.

All staff that are employed by Alive Pharmacy Warehouse are legally bound by conditions of employment to the confidentiality of your orders and personal details.

All packaging is discrete in nature.

If you have an account or are ordering a medicine (Pharmacy or Pharmacist Only Medicine) than you may need to create a patient profile.

It has always been the aim of Alive Pharmacy Warehouse to keep patients Happy, Healthy and feeling Alive. Patient profiles help us achieve this by ensuring that we can screen patients for any possible interactions with the medicine they may be ordering.

Yes you can! If you have an account with Alive Pharmacy Warehouse, you can create as many patient profiles as required.

To cancel an order please email us as soon as possible. Alive Pharmacy Warehouse will do our best to ship your order out within 1 to 2 business days. If an order has left our fulfilment centre, we may be able to cancel this prior to it being shipped from an Australian Post business centre.

If the order has been shipped than in most cases, the order cannot be cancelled.

If you would like cancel your order beyond this stage, you can post the order back to our distribution centre at your own cost.

As long as the packaging is in its original condition, a full refund LESS postage will be provided upon receipt as outlined in our refund policy.

Prescription Medicines, Pharmacy Medicines, Vitamins, Fragrances and other consumable products are unable to be refunded or returned once they have been dispatched.

You are able to track your order through two methods.

If you created an account , Login and click on the relevant order. Within this order history you will see a tracking number. Clicking this will take you to the Australia Post tracking page and you will be able to see all the details relating to your order.

If you didn't create an account, you can check the tracking details information that was delivered to you, using your preferred communication method, email or SMS.

If you didn't receive your tracking number or you believe there may be problems with your delivery, please contact us.

At this stage, Alive Pharmacy Warehouse are unable to supply to international customers. We apologise for any inconvenience that this has caused.

All orders that are placed through Alive Pharmacy Warehouse will receive either an order confirmation email or SMS to the email address or number supplied during checkout.

If your preferred method of communication was email, please check your spam/junk folders as sometimes emails may be diverted here.

If by any chance you didn't receive an email or SMS please get in touch and we will be happy to investigate for you.

Alive Pharmacy Warehouse take every effort to ensure that your product is fulfilled correctly, appropriately and arrives to customers in the expected condition and expected time frame.

If any of the above has occurred, please send us an email including any relevant photos and your order number to ensure that we can assist you as quickly as possible.

You can get a copy of your tax invoice by either going into your account and clicking download invoice beside the relevant order or by clicking the link in the order confirmation email or SMS.

Alive Pharmacy Warehouse take great care during the fulfilment and shipping process to reduce the risk that products may arrive damaged. In the event that you do receive an order where the product is damaged, please contact us and we will be able to work our a solution. To help speed up the process, please provide a photograph of the product/s and delivery package.

For returns under Australian Consumer Law, please contact us and we will provide the next steps.

Products that we cannot refund or exchange include medicines, vitamins, fragrances and other consumable products. The reason for this is that at Alive Pharmacy Warehouse we strive to ensure that every customer and patient has confidence and trust in the products that they are purchasing and with consumable products we cannot guarantee storage conditions outside fulfilment centres.

Your order will be packed in either Australia Post branded sachet or postage box. The only details included on your delivery will be your name and address. This is for privacy and security reasons.

Packaging may also be inserted to avoid movement in transit and ensure that products do not arrive damaged.

Alive Pharmacy Warehouse cannot leave a parcel on premise irrespective of the products being ordered. This is for the safety, security and privacy of our customers. Thank you for your understanding.

To ensure that all of our customers can receive their orders some products will have order limits imposed.

For all baby formula the maximum limit per order is 3 units.

For Rapid Antigen Tests the maximum limit per order is 2 units.

These order limits may be increased or decreased from time to time, depending on our ability to secure inventory. For more information, please get in touch and we will be happy to assist.

General FAQs

Alive Pharmacy Warehouse take all of our customers data privacy and security as a top priority. You can learn how we use your data and where your data is going by reading our privacy policy.

Yes you can! Please contact us and we will ensure that all information that may have been collected is permanently deleted from our services.

You can unsubscribe any time from our email or SMS correspondence by clicking the unsubscribe option.

Alternatively, you can email our customer service team and we will ensure that you are deleted from our email and SMS databases.

Alive Pharmacy Warehouse will always take patient information, confidentiality and security as our top priority. For the purposes of functionality, our web server makes a record of your visit and logs the following information for statistical purposes:

- The user server address (IP)

- The users top level domain name (e.g .com, .gov, .au etc)

- The date and time of the visit to the site

- The pages that were accessed

- The files that were downloaded

- The type of browser used

- The type of device used

No attempt will be made to identify a user or their browsing activities outside of the Alive Pharmacy Warehouse website, except in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the web servers logs.

Alive Pharmacy Warehouse use the above information to improve our services, capabilities and to ensure that customers and patients have a positive online experience. We will never sell your data to any provider. Alive Pharmacy Warehouse will forward on order addresses to Australia Post in order for the successful delivery of a parcel.

All Alive Pharmacy Warehouse pharmacies are Quality Care Pharmacy Programs (QCPP) accredited for retail, internet and online order pharmacy.

QCPP is an industry developed quality assurance program developed by the Pharmacy Guild of Australia with the assistance of other industry stakeholders which serves to raise the standard of customer service in individual pharmacies across Australia. This provides an industry wide guarantee of retail service quality and professional practice.

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