Shipping and Delivery Information

Sendle

Australia Post

If you have been sent an email to say that your click and collect order has "shipped", you will then be able to collect your order from our SuperPharmacy Plus Stafford storefront (see staff at rear counter). Please bring email with order information / and photo ID.

Please note that if you have not received an email stating that your order has "shipped", then your order will not be able to be collected yet.

My order is over $100, why didn't I recieve free shipping?

As we provide many unique and sometimes bulky or heavy items, it is unfortunately not possible to provide free shipping for certain orders. Please see Free Shipping Terms & Conditions to view these specifications. When at the checkout, our system will automatically display the various shipping options we have available.

How can I check that my order has been processed & recieved by SuperPharmacy Plus?

On receipt of every order by our pharmacy, a confirmation email is sent, and our website encourages users to make an account which allows all previous orders & their status to be viewed. We encourage you to check multiple email addresses and your junk mail if you can’t find the order at first, to make sure it hasn’t arrived somewhere unexpected. If you are still unsure, please get in contact with our online team via our Contact Us form so we can confirm for you.

How do I know what stage my order is at?

Except in the rare scenario that an order is delayed, in which case we will notify you as soon as we are aware, your order will be shipped within 2-3 business days. You will receive notification from your shipping carrier once your item is in transit and you will be able to follow it’s progress through the tracking information. If there are delays in processing your order or any issues that we are aware of we will contact you in the first instance. If a package is taking too long to arrive, please contact us and we can follow this up with your shipping carrier.

My order was cancelled without me asking, why is this?

In some rare circumstances, products can be discontinued without warning, or supply chains are delayed so much so that we cannot guarantee the provision of your order in a timely manner. If this is the case you will be notified by email and you will receive a full refund of the order & shipping costs.

I haven't recieved my order, how can I follow this up?

In some rare and unfortunate situations, an order may not arrive as quickly as we expect it to. If you have concerns about the whereabouts of your order, the quickest way to reach our online team is via the contact us form. Please be aware that pharmacy staff are unable to assist with online enquiries via phone or in-store and will redirect you to email our online team.

My order is "Click & Collect" but I would like it delivered

In this instance, we will need to take payment for shipping, please contact our team via our Contact Us form and they will be able to process postage and get your parcel on it's way to you.

I won't be home when my order is delivered, can it be left without a signature?

Yes, please nominate authority to leave at the time of checkout or select no signature required when you receive your tracking information for your order to be left in a safe place. This authority must be given to the carrier and not to SuperPharmacyPlus

Why is my order in a different box than expected?

We aim to be as environmentally friendly as possible when packaging our orders and reuse boxes in order to cut down on our waste, for this reason you may receive your order in a box with another product's name, before thinking it is the wrong product, we encourage customers to open the box and check the contents.

Why didn't I get a card when my parcel was taken to the post office?

Australia Post is transitioning to online notifications, and has stopped leaving cards for customers with a MyPost account. Please check your emails and texts or the MyPost appfor information about the collection of your item. Unfortunately this process is external to SuperPharmacyPlus so we are unable to assist with enquiries about your MyPost account.

US Shipping & Applicable Tarrifs

We are aware that the US has now imposed additional trade tarriffs on goods shipped from Australia. Please note that the buyer will be respondable to manage any importation of products successfully to the US. Please see the tarriffs that have been advised as of 10th April 2025

From 5 April 2025:

Shipments over USD $800 will be subject to IEEPA tariffs and require formal customs entry.
Shipments up to USD $800 remain eligible for De Minimis (no duties applied).

From 2 May 2025:

Shipments containing goods from China or Hong Kong will no longer qualify for De Minimis, regardless of value.

Shipments over USD $250 will also require formal entry.

Why have I received an email saying the item I've ordered is out of stock?

It is the case that sometimes products become out of stock and the system cannot keep up with this, however with most products we are able to receive more stock from a supplier within the week. If this is not possible then you will be offered a refund or replacement along with the Estimated Arrival date of your order to inform your decision.

How can I search to find products on the website?

We have a comprehensive search function at the top of our website. This will allow you to type in any product or information request and see the results. You may also navigate to the relevant page based on category, brand, or other filtered options.

Why is the product avaliable online, but not in store

We aim to provide an extensive range of unique products through our website, and unfortunately not all of these items are available from our flagship Stafford location as they are shipped from the online warehouse. If coming into store is more convenient for you however, we are always happy to provide your order via Click and Collect for easy pick up.