Shipping Policy

Freight & Delivery Information

At David Jones Pharmacy, we partner with Australia Post and other major courier companies to provide customers with reliable and flexible delivery options.

Do all deliveries have online tracking?

Yes. Every parcel is photographed, weighed, and scanned before dispatch. A tracking number is generated once it is sent, and you can track your delivery on the courier’s website—usually within 2 business days of dispatch.

Are delivery timeframes guaranteed?

The delivery timeframes displayed at checkout are accurate for most locations. While most parcels arrive within the shorter end of the range, delays can occur due to:

  • Extremely remote delivery addresses

  • Parcels being misrouted

  • Rare but possible handling errors

We guarantee that you will receive your order, even if delays occur.

Can I request delivery on a specific day or time?

No, delivery dates and times are set by the courier. If you might not be home, we recommend choosing Australia Post with Signature so your parcel can be collected from a post office if you miss the delivery.

Are leakages considered damaged items?

Minor leakage from creams, lotions, tins, or bottles can occur in transit. As manufacturers do not design these products specifically for parcel shipping, this is not considered a claimable fault.

What does “Authority to Leave” mean?

This authorises the courier to leave your parcel in a safe location if no one is home. Once scanned as delivered, neither David Jones Pharmacy nor the courier is responsible for theft or loss. We recommend choosing Signature on Delivery if you live in a high-density area.

What if I give specific instructions not to leave it unattended?

If you select Authority to Leave, you are authorising unattended delivery. Instructions that contradict this service will be ignored. If you want a signature required, you must select Signature on Delivery at checkout.

How often do parcels go missing with Authority to Leave?

Missing parcels are rare, but signature services offer additional peace of mind.

How quickly do you dispatch orders?

Orders are typically picked, packed, and dispatched within 2 business days. If an item is out of stock, we will contact you promptly with an updated timeframe.

What does my delivery payment cover?

Your delivery fee covers shipping from our Murrumbeena store to your nominated address. It does not cover:

  • Return shipping costs

  • Redelivery fees

While minor cosmetic damage to packaging can occur during transit, products are guaranteed to function as advertised and are covered under the manufacturer’s warranty.

What if I miss a delivery?

If you are not home and no safe place is available, the courier will send your parcel to the nearest collection point (newsagent, general store, or Australia Post outlet). Redelivery is not always available.

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

We will lodge an investigation with the courier, who generally responds within 7 business days. If the courier confirms the loss is their fault, we will resend your parcel.

If my parcel is marked as delivered but I can’t find it?

First, check with household members or neighbours, and search around your property—drivers sometimes hide parcels out of sight.
Please note: parcel theft from doorsteps is an increasing risk. Choosing Signature on Delivery is the best way to prevent this.

What if I disagree with the courier’s confirmation of delivery?

If the courier confirms the delivery was made, we cannot issue a refund or replacement. This is why we recommend choosing Signature on Delivery for peace of mind.

What if I gave an incomplete address or my parcel was returned to sender?

If your order is returned due to an incorrect address or because it wasn’t collected in time, and you no longer want it, we will dispose of the goods with no refund. We do not accept change-of-mind returns.

If you want the parcel resent, you will be charged a Return to Sender fee plus new shipping costs.

What is the Return to Sender fee?

Australia Post charges this fee to return undelivered parcels to the sender. As of December 2024, the fee is $13.17 and increases annually each June. This fee is in addition to reshipping costs.