Still need help?

  • Customer Services:
    [email protected]

  • Address: 119 Racecourse Road
    Ascot
    Brisbane
    4007

  • Or feel free to submit an enquiry via the form and we will get back to you as soon as possible.

FAQ

We understand you might have questions, so we have added information on the most common queries below. To get started, please use the tabs to select the section relating to your question. If you don’t see the answer to your query, please don’t hesitate to contact us.

General
Delivery / Collection
Service Providers
Payments / Refunds
  • Is the Packaging discreet?

    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.

  • Is the service confidential?

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

  • What will appear on my bank statement?

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

  • Is the service legal?

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

  • Do I need a prescription to order?

    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).

  • Is the medication supplied genuine?

    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.

  • How long does delivery take?

    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/

  • Will I receive a tracking number?

    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.

  • Do I need to sign for my delivery?

    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.

  • Do you deliver outside Australia?

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

  • Do you delivery to PO Boxes and Parcel Lockers?

    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.

  • Can I put my local post office as my delivery address?

    No.

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

     

  • When can I collect my order from the pharmacy?

    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.

  • Are the doctors registered in Australia?

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

     

  • Who delivers my order?

    We use Australia Post to deliver all orders.

  • Who prepares my script?

    Our partner pharmacy is Racecourse Road Pharmacy in Brisbane.

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

  • Do you accept PayPal?

    No.

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

  • Can I pay at the pharmacy?

    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.

  • Why have I received a refund?

    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. 

  • How long does a refund take?

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