Shipping Policy

David Jones Pharmacy partners with Australia Post and Courier Companies to offer our customers the best of freight options possible.

 

Our freight options are diversified to offer our customers the different options on delivery. Australia Post is best for signature on delivery for those who need the security, and courier companies are great for those who can trust their neighbours. 

 

For those who do not mind, our standard Australia wide flat rate delivery service offers great value for cheapest service. We choose the company that is most cost effective and/or fastest for us.

 

Does all deliveries have online tracking?

 

All our parcels are photographed, weighed and tracked prior to being sent. Once a parcel has been sent, a tracking number is generated and you will be able to track your delivery on our freight partner websites within 2 business days.

 

Can I request for a delivery on a particular day or time?

 

There are no options for setting a delivery day or time. All deliveries are made by the delivering company according to their estimated delivery timeframes. If you may not be home to accept a parcel, we recommend selecting Australia Post with signature so that if no one is home, you can collect the parcel from the local post office.

 

Is my order insured if something goes wrong?

 

All our parcels are insured for theft or damage up to the point of delivery. Once it has been scanned as delivered, the insurance will no longer be applicable. The recipient is responsible from this point onwards.

 

Are leakages from creams and lotions considered damaged items?

 

All products containing liquids may leak slightly due to air pressure when sent via airmail. Although not common, it does occasionally affect for international or air express orders. We do not consider this as a claimable damaged item.

 

What does authority to leave or (no signature) mean?

 

Authority to leave means that you authorise the freight company to leave the parcel at your door step or a place out of sight when a delivery is made and no one is home or answers the door. Please be aware that David Jones Pharmacy nor the freight company will not be responsible for lost of parcel once it has been scanned as delivered. We recommend for those living in high density areas to choose a signature on delivery service.

 

I chose an authority to leave or (no signature) and gave SPECIFIC instructions to not leave unattended, but they still left it at my front door!

 

An authority to leave service means that you authorise the freight company to leave the parcel at your door step or a place out of sight when a delivery is made and no one is home or answers the door. Giving an instruction that contradicts this service will not give you a more expensive signature on delivery service at a cheaper price. These instructions will be ignored by the delivery company. If you want a signature on delivery service, please select that service.

 

How often do parcels go missing when there is an authority to leave?

 

Authority is leave is often used with the services of Toll or Sendle. We have sent more than 20,000 parcels Australia wide using Toll and less than 0.5% has been reported to us as missing. We have found that the probability of a parcel being delivered by Toll going missing is very unlikely. The disadvantage with Australia Post signature on delivery is that when you are not home to receive, you may need to visit your closest post office which may be a substantial distance away if you are living in a regional area. 

 

Is there a difference between any of the freight companies for deliveries in regional areas?

 

From the information available to us, in remote regional areas of Australia, it seems all the freight companies including Australia Post probably utilitise the same local operators to do the final leg of delivery. 
 

How long does it take for you send an order out?

 

Our standard timeframe to pick, pack and send an order is within two business day. Where we are short of stock, we will be in contact immediately to notify you and give you a realistic timeframe.

 

What is actually covered when I pay for a delivery to my house?

 

When you are paying for a delivery, you are engaging David Jones Pharmacy to send the order to your house instead of picking up your item in our Murrumbeena store. We guarantee that it will be delivered within a reasonable timeframe depending upon where you live and that it will be close to perfect condition as it would be if you were to have picked it up in our store. Being a delivered item, it is being handled many times, although it is rare, sometimes there are minor damages to the item packaging, however we guarantee that the products will work as advertised or it will be refunded or replaced under the manufacturer guarantee.

 

The price that is advertised is for a single delivery from David Jones Pharmacy to the address of your choice. It does not cover any further costs of returning the item back to us and/or back to you.

 

Do you check to make sure my items are working before sending?

 

David Jones Pharmacy does not open products and check/test before sending your order. It is the same circumstances as if you were to walk into our physical store, made a purchase and opened it at home. The products are as supplied by the manufacturer, so when you receive your order, the products are brand new.

 

What if I miss a delivery?

 

For all delivering companies, if a delivery is missed and there is no safe place to leave it, it will be sent to the closest pick up point. You will need to go and collect it from this pick up point as directed by the deliverying company. Generally it will be a newsagent, general store or Australia Post outlet. It will be the deliverying company's choice and a redelivery may not be possible.

 

What happens if my parcel is missing after it has scanned as being delivered?

 

We will raise a case with the delivering company. Depending upon the delivering company, the response time will vary and we will notify you how long the investigation will take. Generally, the delivering company will need to respond to us within 7 business days with an update from their drivers, who will revisit the delivery address to reconfirmed it was delivered there. If it is the delivering company's fault, we will resend the parcel again. 

 

I seriously can't see my delivered parcel!

 

The first thing to check is asking around if someone in the house or a neighbour has picked it up for you and forgot to mention it. Otherwise check around the house thoroughly. Drivers have been known to hide parcels under or behind moveable items or bushes.

 

There has been much publicity about people walking around and stealing parcels from front doors, so we highly recommend that a signature on delivery option is choosen to avoid this situation.

 

I don't agree with the deliverying company's position that the parcel has been delivered, what happens?

 

Although this circumstance rarely happens, we can only go by the delivering company's statement. We do not reimburse or resupply the parcel in this circumstance. We recommend that a signature on delivery service is selected on order, it is a bit more expensive, however it provides you with a piece of mind that you will be signing for the parcel so that it can not be lost or stolen.
 

Why does the Toll parcel scan as being delivered in a different suburb?

 

Toll scans are different from Australia Post scans. The scanned suburb is where the Toll delivery person is based in and/or the depot it is being sent from. 

 

What happens in Australia Wide Deliveries?

All our parcels are sent through Australia Post, Toll or Sendle.

We expect the majority of our parcels to arrive within two business days if a home or work address is provided.

There are delays for all orders that are sent through the Australia Post network (in particular PO Box or Parcel Lockers) as it is an offpeak service. Deliveries within Melbourne metropolitan areas will generally take 2-3 business days. For all delivery estimates, please refer to the Australia Post website to find out when your delivery should arrive.

What happens in International Deliveries?

Shipping costs are based upon estimated weights starts from $9.95 AUD.

Please note that international deliveries does not include any customs duties or taxes, it is only for the products and cost of delivery. Buyers are recommended to contact their local customs or border control to find out exact costs before making a purchase.

We will not make any false declarations to help people avoid customs duties. This practice is illegal in the jurisdiction of Australia and internationally.

All international deliveries are handled by Australia Post. Please refer to the Australia Post website to find out when your delivery should be arriving. For tracking, please check your local post office website with the tracking number provided. It will usually appear after one week after an order has been placed.