Shipping Policy

David Jones Pharmacy partners with Australia Post and other major courier companies to offer our customers the best of freight options possible.


Do 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.


Are deliveries guaranteed to be delivered in the advertised "normally delivered within" time frames stipulated in the checkout?


The normally delivered within time frames are as advertised. It is normally delivered within those timeframes. Most deliveries are within the shorter timeframe, however may go beyond the given timeframe if the delivery address is in an extremely remote area, the parcel has been sent to the wrong state, or just decides to disappear for a while. It is rare, but does happen with all delivering companies. We do guarantee that you will receive your delivery no matter what happens!


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.


Are leakages from creams, lotions, tins or bottles considered damaged items?


All products may leak during transportation. Although not common, it does happen from time to time as manufacturers do not design for their products to be sent via parcel services. 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 on 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. 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.


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 chosen to avoid this situation.


I don't agree with the delivering 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.

I gave an incomplete address or could not collect my order in time before it was returned to David Jones Pharmacy, can I have a full refund?


Where the above circumstances occur and you no longer want the products, David Jones Pharmacy will dispose of the order and no refunds will be applicable. Currently we do not accept change of mind returns. If you want a redelivery, a Return To Sender Fee of $10.50 will be added to the cost of shipping.

What is this Return To Sender Fee of $1150?

The Return Shipping Handling Fee of $11.50 is a fee that is predominately charged by Australia Post to cover the cost of returning parcels to the sender. According to Australia Post, the fee they charge to businesses is to send from the sender to the receiver. If the receiver does not receive the goods, then it is an additional cost to send from the receiver location back to the sender. This fee is unavoidable when dealing with Australia Post.