Order delays due to the continued impact of COVID-19

Shipping & Returns2022-02-11T16:24:05+10:00

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SHIPPING & RETURNS

Standard shipping ($25) is applied to all products sent from our compounding pharmacy, and is sent via express courier. Free shipping is applied for all pathology and medical services. Warehouse shipping is $10 and applies to all products coming from our warehouse. This includes our mushroom range and sharps containers. International shipping and services to New Zealand have been temporarily suspended.

Shipping is applied at checkout and will default to the most expensive shipping class. For example, standard shipping ($25) will be applied if a patient purchases a peptide and sharps container in one order.

Some orders may come split into multiple packages depending on stock availability. 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.

If you have any questions or issues please contact us as soon as possible.

HOW TO ORDER
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1300 100 460

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

Can I change my order once it has been scripted?2021-03-30T11:59:03+10:00

No, an order cannot be changed once it has been scripted by the doctor and sent to the pharmacy for compounding.

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What if my order is lost or damaged in transit?2021-04-16T14:02:26+10:00

RegenMed is not responsible for your package once it leaves the compounding pharmacy or 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 ensure that your goods are packed securely and dispatched undamaged, however in the unlikely event that your order is damaged or lost in transit please email us directly at admin@regenmeddirect.com.au.

Please provide a 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 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 will help in any way possible to ensure that you have all the appropriate documents required to substantiate your claim.

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Can I cancel my order?2021-04-16T13:48:06+10:00

If for any reason you need to cancel your recent order, please contact us as soon as possible on 1300 100 460 or email us at admin@regenmeddirect.com.au. If the order has already been compounded or dispatched by the pharmacy, the order unfortunately cannot be cancelled.

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Do I need a new Treatment Plan for each order?2021-12-09T10:32:38+10:00

If you are re-ordering a medical product or program, you do not need an additional Pre Medical Screening and Treatment Plan. However, if you wish to explore a different category outside of your Treatment Plan, you will need to recommence the process to gain access. 

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Do I have to pay extra?2021-12-09T10:30:40+10:00

No, our Pre Medical Screenings and Treatment Plans are complimentary. 

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How do I place an order?2021-12-08T14:03:15+10:00
  1. Register 

Register as a RegenMed patient and complete a medical questionnaire.

  1. Pre Medical Screening

Details regarding your wellness goals and health status will be gathered and passed on to the doctor, to help develop your personalised Treatment Plan. 

  1. Treatment Plan

The doctor will construct your personalised Treatment Plan, featuring medical products and programs that they have deemed suitable for your goals. 

  1. Place Your Order

Select a program or product from within your approved categories. 

  1. Compound and Dispatch 

Upon order, your script will be sent to our Australian pharmacy for compounding. 

  1. Delivered to You

Your order is dispatched and sent to you via express post, with tracking details sent to your email. 

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How can I view products and supplements?2021-12-09T10:28:20+10:00

To access and browse our range of supplements, you need to register as a RegenMed patient.

Our medical products are available through a doctor-issued Treatment Plan. To order a medical product, patients need to undergo a Pre Medical Screening, and receive a doctor-issued Treatment Plan. 

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What is the purpose of a Treatment Plan?2021-12-10T15:21:08+10:00

Our process ensures the efficacy of prescriptions and fosters an ongoing doctor to patient relationship.

Prescribed products can offer a range of potential benefits and outcomes, and therefore need to be prescribed to the right patients. The Pre Medical Screening and Treatment Plan process allows our Medical Team and doctor to make informed recommendations and prescriptions.

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How will I receive my Treatment Plan?2021-12-09T10:24:02+10:00

As a part of the patient registration and Pre Medical Screening process, you will need to provide your mobile number and email address amongst other medical information. Once the doctor has compiled your Treatment Plan, you will be notified by email and/or text message. 

This Treatment Plan will be also be available to view on your account dashboard.

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What is a Treatment Plan?2021-12-09T10:18:08+10:00

Following your Pre Medical Screening, the doctor will create your personalised Treatment Plan. This plan considers your wellness goals, and recommends the best products for you. 

Once you receive your Treatment Plan, you can explore medical products within your approved category. 

This is a no-obligation process, meaning you do not need to make an order following your initial Pre Medical Screening and issued Treatment Plan.

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begin the process
What is a Pre Medical Screening?2021-12-09T10:15:58+10:00

To explore medical products, patients must schedule and complete a Pre Medical Screening. This brief phone consult is conducted by our Patient Screening Team, and involves a series of goal-specific questions.

This information is passed on to the doctor, who will consider your goals, medical history and other relevant details to construct a personalised and informed Treatment Plan.

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What is an approved category?2021-12-09T10:13:30+10:00

Our medical products are divided into categories based on their uses and potential benefits. These categories include: Weight Loss, Mood & Sleep, Immunity, Muscle Support, Repair & Recovery and Anti Ageing. 

Once you have completed a Pre Medical Screening and received a Treatment Plan from the doctor, your initially selected category will become approved. This will be saved to your account, and allow you to browse and shop from this category. 

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How can I see medical products?2021-12-09T10:09:31+10:00

As an existing patient, you will need to select any additional categories you wish to explore, and follow the Pre Medical Screening and Treatment Plan process to see and order products from you Treatment Plan. 

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REFUNDS & RETURNS

Can I change my order once it has been scripted?2021-03-30T11:59:03+10:00

No, an order cannot be changed once it has been scripted by the doctor and sent to the pharmacy for compounding.

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Do you offer exchanges or returns?2021-04-16T13:47:25+10:00

RegenMed 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.

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 exchange any products that have left the pharmacy.

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What if my order is lost or damaged in transit?2021-04-16T14:02:26+10:00

RegenMed is not responsible for your package once it leaves the compounding pharmacy or 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 ensure that your goods are packed securely and dispatched undamaged, however in the unlikely event that your order is damaged or lost in transit please email us directly at admin@regenmeddirect.com.au.

Please provide a 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 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 will help in any way possible to ensure that you have all the appropriate documents required to substantiate your claim.

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Can I cancel my order?2021-04-16T13:48:06+10:00

If for any reason you need to cancel your recent order, please contact us as soon as possible on 1300 100 460 or email us at admin@regenmeddirect.com.au. If the order has already been compounded or dispatched by the pharmacy, the order unfortunately cannot be cancelled.

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SHIPPING & DELIVERY

What if my order is missing an item?2021-04-16T13:43:26+10:00

Your order will be shipped from either our warehouse or compounding pharmacy, depending on its contents. Some orders may come split into multiple packages depending on stock availability so 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.

We ensure that your goods are packed securely and dispatched correctly, however in the unlikely event that your order is incorrect, faulty or missing an item please email us directly at admin@regenmeddirect.com.au. Please provide a 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.

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Can you ship to a PO box?2021-03-30T12:09:27+10:00

Yes we ship to PO Box’s and Parcel Lockers.

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How do I track my order?2022-05-05T14:03:01+10:00

We use the couriers Australia Post and startrack for delivery and they will provide you with a tracking number. Please use this tracking number to stay aware of the delivery timeline. Once the order is dispatched it is no longer RegenMed’s responsibility.

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How long before I receive my order?2021-06-07T11:01:16+10:00

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 2-3 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 recieve 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.

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How much does shipping cost?2021-09-16T09:30:06+10:00

Standard shipping is $25.

All standard shipping packages are sent via express courier and all products are packaged to safely withstand 10 days in transit without compromising quality. Standard shipping is applied to all products sent from our compounding pharmacy.

Free shipping is applied for all pathology and medical services.

Warehouse shipping is $10 and applies to all products coming from our warehouse. This includes our mushroom range and sharps containers.

International shipping to New Zealand is currently unavailable.

Shipping is applied at checkout and will default to the most expensive shipping class. For example, standard shipping ($25) will be applied if a patient purchases a peptide and sharps container in one order.

contact us
Where do you ship to?2021-09-16T09:27:59+10:00

Currently, we are only able to ship orders within Australia. Please contact us for more specific information on delivery timeframes.

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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 2-3 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

We are able to ship orders to PO Boxes and Parcel Lockers. However once these items are delivered to the address they should be refrigerated or stored appropriately ASAP. RegenMed is not responsible for goods that are damaged from heat or incorrect storage once delivered to a PO Box or Parcel Locker. 

INTERNATIONAL DELIVERY

We are only able to ship orders within Australia and New Zealand. Delivery to New Zealand is usually within 5-10 business days from pharmacy dispatch, but this can vary based on customs processes and import regulations. Please ensure you keep track of your parcel with the tracking number provided to you via email.

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 admin@regenmeddirect.com.au. 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 admin@regenmeddirect.com.au. 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.

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