FAQs
Below are our most frequently asked questions. If you cannot find the answers you seek below then please do not hesitate to contact us.
ORDER PROCESS
REFUNDS & RETURNS
SHIPPING & DELIVERY
SHIPPING & DELIVERY INFORMATION
SHIPPING COSTS
All orders are charged a flat postage fee of $25.
SHIPMENT TRACKING
We use third party couriers for delivery and the provider will vary based on your location and items ordered. You will be provided with a tracking number once dispatched. Please use the tracking number provided to your email to stay aware of the delivery timeline. Once the order is dispatched it is the responsibility of the courier, so please contact them for any address redirections or delivery issues.
Please keep up informed if you have any issues with any of our third party couriers, so we can continue to ensure the quality of our order processes for patients.
SPLIT SHIPPING
Depending on the contents of your order, it may be shipped from our warehouse or our compounding pharmacy. Some orders may come split into multiple packages depending on stock availability. Please do not be alarmed if your package appears to be missing some items. All shipments will have a separate tracking number so please use these to track the delivery progress. If you have received all your deliveries and are still missing items then please contact our Patient Care Team.
PACKAGING
Medication with specific storage requirements will be packaged accordingly. It is, however, important for the safety and efficacy of your medication that you store it according to the instructions provided in the package as soon as possible. Once your product has been delivered to your address, you are responsible for these goods. RegenMed Direct is not responsible should your product break, be stored incorrectly, or not used within the expiry date.
DELIVERY TIMES
Once your order is confirmed and approved by one of our physicians, the pharmacy will compounded your order and ship it to your nominated address. This process normally takes 10-14 business days. Please note, however, that the Pharmacy will not dispatch orders that require refrigeration on Thursdays and Fridays. This is to make sure that the items do not spend the weekend stuck in transit.
All orders are sent via express post and so once dispatched you should receive your order within 2-5 days, depending on the delivery location.
The times given on this page are only a guideline. Please use the tracking number provided to your email to stay aware of the delivery timeline. Once the order is dispatched it is your responsibility to track the transit and store the medications correctly once delivered.
PO BOXES
Sorry, we no longer deliver to PO Box’s or Parcel Lockers. This change has been implemented to lessen the risk of delayed or lost parcels. Furthermore, items should be refrigerated or stored appropriately ASAP.
INTERNATIONAL DELIVERY
We are only able to ship orders within Australia. Shipments to New Zealand are currently suspended. We apologise for the inconvenience.
REFUNDS & RETURNS INFORMATION
Many of our products are compounded prescription medications. According to Australian health regulations, once the products have left the pharmacy (even if they are unopened) they are no longer considered to be in saleable condition. Therefore for safety reasons we are unable to offer refunds or exchanges any products that have left the pharmacy.
MISSING OR FAULTY PRODUCTS
We endeavour at all times to ensure that your goods are packed securely and we ensure that they are always dispatched correctly. However, In the unlikely event that your order is incorrect, faulty or missing an item please email us directly at [email protected]. Please provide a complete detailed description of what has occurred, photo of the package (if applicable), along with your order number, name and best contact details. We will make it a priority to rectify the issue as soon as possible.
LOST OR DAMAGED PRODUCTS
RegenMed Direct is not responsible for your package once it leaves the compounding pharmacy or our warehouse. In accordance with Australian consumer rights, all risk of loss or damage to goods passes to the consumer once the package has been dispatched. When goods are in transit, the responsibility falls to the courier company.
We endeavour at all times to ensure that your goods are packed securely and we ensure that they are always dispatched undamaged. In the unlikely event that your order is damaged or lost in transit please email us directly at [email protected]. Please provide a complete detailed description of what has occurred, photo of the damaged product (if applicable), along with your order number, name and best contact details. We will make it a priority to rectify the issue as soon as possible.
RegenMed Direct will not be responsible for issuing a refund or covering any loss or damage and you will also need to report to the courier company as soon as possible to lodge your complaint. RegenMed Direct will help in any way possible to ensure that you have all appropriate documents required to substantiate your claim.
ORDER CANCELLATION
If for any reason you need to cancel your recent order, please contact us as soon as possible. If the order has already been compounded or dispatched by the pharmacy, the order unfortunately cannot be cancelled.
RIGHT TO REFUSE PATIENT
RegenMed Direct physicians have the right to refuse to prescribe to any patient. This could be for any reason deemed by the prescribing physician including any contraindication with other medication or if they deem it unsafe for any reason. In cases where the physician decides against prescribing, you will receive a 100% refund on that medication and will be eligible to also receive a full refund of your entire order. In the event of this, a member of our customer service team will contact you.
RegenMed Direct does not tolerate hostile customers who threaten or harass staff members in any way. If a patient is deemed by RegenMed Direct to have committed harassment in any way, we reserve the right to cancel the order and/or issue a refund, and pursue legal action.
TERMS OF SALE
Under Australian law, to be eligible to be prescribed and purchase products from RegenMed Direct, you must first register and complete our confidential medical questionnaire to become a patient. To order you must be over 18, the owner of a valid debit or credit card, be the purchaser of the goods and have on record a valid prescription from one of our registered physicians (which we will provide included in the price of the goods).
Once your product has been delivered to your address, you are responsible for these goods. RegenMed Direct is not responsible should your product break, be stored incorrectly, or not used within the expiry date.
FRAUDULENT INFORMATION
By registering with us at RegenMed Direct, you agree to provide the most truthful and up to date information. If you choose to falsify any personal information (including your identity) on your account you are committing fraud and can be subject to legal action.
AVAILABILITY & PRICE DISCLAIMER
Products that are available on our site are subject to availability. We reserve the right to adjust price or availability without notice.