Frequently Asked Questions

When we receive every order, a confirmation email is sent. Our website also encourages you to create an account, which lets you view all previous orders and their status. We encourage you to check other email addresses and your junk mail if you can’t find the order email at first. If you are still unsure, please contact our online team via our Contact Us form so we can confirm for you.

Sometimes products go out of stock and the system cannot keep up. For most products, we can receive more stock from a supplier within the week. If this is not possible, you will be offered a refund or replacement, along with the estimated arrival date of your order to help you decide.

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 our Free Shipping Terms & Conditions to view these specifications. At the checkout, our system will automatically display the shipping options we have available.

Our online team works closely with the pharmacy team but has specialised roles and skills, which means pharmacy staff are unable to deal with online queries. Our online team is available by email to help with your enquiries.

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

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

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

In some rare situations, an order may not arrive as quickly as we expect. If you have concerns about where your order is, 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 by phone or in store and will ask you to email our online team.

In this case, 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 its way to you.

We are very sorry this has happened. 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, and we will do our best to reach a resolution.

Yes. Please nominate authority to leave at checkout, or select “no signature required” when you receive your tracking information, so your order can be left in a safe place. This authority must be given to the carrier and not to SuperPharmacyPlus.

We do not store any bank or payment details in our systems. These are all handled by secure payment gateways, which do not allow us or our staff to see your credit card details.

We aim to be as environmentally friendly as possible when packaging orders and reuse boxes to cut down on waste. For this reason, you may receive your order in a box with another product’s name on it. Before thinking it is the wrong product, please open the box and check the contents.