FAQ's

Frequently Asked Questions

View our common Frequently Asked Questions below.

How can I check that my order has been processed and received by SuperPharmacyPlus?

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.

Why was my order put through but now the product 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.

My order is over $100, why didn’t I receive free shipping?

As we provide many unique and sometimes bulky or heavy items, it is unfortunately not possible to provide free shipping to 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.

I enquired with pharmacy staff about a product but they couldn’t help, why is this?

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I called the pharmacy, but they could not answer my question, who can help?

Our online team work closely with the pharmacy team but have specialised roles and skills which means that pharmacy staff are unable to deal with online queries. Our online team are available via email to assist with your enquiries.

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 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.

Why is this product available online but not instore?

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.

I haven’t received 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.

My order has arrived and it is not what I expected

We are very sorry that you have experienced this, it is rare and we will do everything we can to resolve the situation. Please contact our online team with an image of the item/s received and the invoice from your parcel, we will then do our best to come to a resolution

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

Will you store my payment details?

We do not store any bank or payment details within our systems. These are all handled by the secure payment gateways which do not allow us nor our staff to see your credit card details.

Why is my order in a different box than I 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.

Is my order information secure

SuperPharmacyPlus utilises enterprise level software with MFA authenticated systems and compliant encryptions systems that adhere to APPs. While software used by SuperPharmacyPlus is maintained predominantly domestic servers, there may be cases where third party services (e.g. payment gateways) also utilise overseas data storage. Where this is applicable, appropriate agreements are in place to ensure APP compliance and protection. Please see our privacy policy for further information on how information is handled.

Statement regarding Eye4Fraud Cyber Security Incident:

As part of the processing of orders for certain payment gateways, SuperPharmacyPlus has in the past utilised the Eye4Fraud service along with thousands of other eCommerce merchants. We have been made aware of at least one of our users receiving spam from unsolicited sources which at this stage is being treated as linked to an incident in January 2023 for Eye4Fraud. While there is currently no information available to us regarding which orders / accounts may have been involved, we are able to confirm that there has not been any personal health information that is compromised as a result. We confirm that we have been contacted by less than a handful of customers in 2023/2024 and are working with the OAIC under the NDB scheme to assess any further actions that are required. Should you have any concerns, we recommend contacting us via [email protected] as well as changing any passwords and reviewing any known privacy issues relating to your personal data.

For more information, please see the statement from Eye4Fraud stating "We do not collect sensitive personal information about individuals like account passwords or full payment card numbers in the course of providing our services." here

We also have a more detailed help site available below: