FAQ

All packaging has only the address label on the outside. This has the sender information in small lettering, as "Simple Online Healthcare" and our return address, but no information as to the contents. 

We only use plain, discreet packaging without any branding.

Your medical data and order history is completely confidential and will only be viewable by our pharmacy staff and prescribers.

When you pay by credit/debit card, payments will be shown on your statement under the name "Simple Online Healthcare"

Yes, we operate within AHPRA's guidelines for online consultations.

You do not need an existing prescription to use our service.

We offer a free consultation process which is reviewed by one of our prescribers who will issue a private prescription (for all eligible patients).

Yes, all medication is supplied from our Brisbane based pharmacy.

All medicines are sourced from Australian registered wholesalers.

To verify medicine authenticity, you can often contact the manufacturer of the medication, quoting the batch number of the medicine received.

Orders placed before 10AM during the week, are sent out on the same day, as long as the order is approved by the doctors. Orders placed over the weekend, are dispatched on Monday.

You can use the Australia Post Express Post estimator, to see how long it should take to reach your address. Generally delivery is next day for major cities (i.e Sydney, Melbourne, Brisbane, Adelaide, Perth, Canberra), but can take up to 5 business days for rural areas.

The starting post code is 4007.

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/

You should receive your tracking number by email automatically, once Australia Post have collected your order for delivery.

This is usually around 6PM AEST. You should check your junk mail if you have not received this. If you don't receive the email, please let us know, and we will get this for you manually.

Yes. All orders must be signed for.

If you are not in to receive your package, it is automatically sent to your local post office and held for 5 business days. You should be left a card, or updated online with the tracking reference number.

If it is not collected within this time frame, this will be returned, and there are redelivery fees associated with this.

Redelivery costs $20 due to costs incurred for return and redelivery.

No, we do not offer delivery to any countries outside Australia.

We do currently allow shipping to PO Boxes and Parcel Lockers, but you must ensure you use your residential address in the billing address fields on checkout.

If you are not in to receive your package, it is automatically sent to your local post office and held for 5 business days. You should be left a card, or updated online with the tracking reference number.

No.

Post offices will return packages sent directly to them, and this will incur a $20 redelivery charge.

If you have selected that you will collect your order, you will receive a notification when your order is ready for collection from the pharmacy.

Orders placed before 10AM during the week, are usually ready after 4pm that day. Orders placed after 10am, are ready after 2PM the following day.

Orders placed after 10AM on Friday, will not be ready for collection until after 2PM on Monday.

Yes, all our doctors and health practitioners are Australian (AHPRA registered) professionals. 

We use Australia Post to deliver all orders.

Our partner pharmacy is Racecourse Road Pharmacy in Brisbane.

Racecourse Road Pharmacy dispense and dispatch all orders placed via the site.

No.

PayPal do not allow merchants to process payment for prescription medications in their terms and conditions.

No.

Unfortunately, as the pharmacy is a separate business, payment is only possible online. This also allows our doctors to review and issue prescriptions if orders are approved, before going to the pharmacy.

The most common reason for refunds is your order has not been approved by our doctors.

In instances where our doctor feels a face to face consultation would be beneficial, we notify you, and issue a full refund.

Refunds should take 2-4 days to reach your card. 

Refunds should take 1-4 business days to credit back to your card.