Legal & policies
Order Policy
How an order is placed, verified, priced and dispatched — including what a prescription must show, what we will decline, and the quantity limits we apply so a parcel looks like personal use rather than a business.
- Order online, upload the prescription, pay — a pharmacist verifies before anything is picked.
- The total you see before payment is the total charged: no fee is added later.
- Quantity is capped to personal-supply guidance for your destination by default.
- Prescription-only medicine without a prescription, and controlled substances, are never supplied.
A summary for convenience. The numbered sections below are the operative terms.
Add the medicine, strength and pack size to the cart. Each listing shows the molecule, the manufacturer, the pack price and the price per unit so you can compare pack sizes honestly. The cart shows the medicine subtotal and shipping to your destination before you reach the payment step.
Where your destination carries a known import restriction for that molecule, the warning appears in the cart — before you have spent anything, while changing your mind is free.
For prescription-only medicine we need a legible prescription showing: the patient's name, the molecule and strength, the quantity or duration of treatment, the date, and the prescriber's name and registration number. A clear photograph or a PDF is fine.
The prescription must belong to the person taking the medicine. We will not dispense one person's prescription-only medicine against another person's prescription, including within a family — though you can hold several patient profiles under one account, each with its own prescription.
A registered pharmacist reviews every order against its prescription, usually the same or next working day. They check molecule, strength, quantity, prescriber details and validity, and may raise a query with you or, with your consent, with your prescriber.
Orders that cannot be verified are declined and refunded in full. So are orders where a pharmacist has a clinical concern — a duplicated therapy, an interaction, a quantity that does not match the prescription — even when the paperwork itself is in order.
We cap order quantity to the personal-supply guidance we hold for your destination — commonly three months of therapy, 90 days for Canada, three months under Australia's personal importation scheme. You can order again; you cannot order a year's supply in one parcel.
Quantities that suggest resale rather than personal use are declined and refunded. This protects you at the border more than it protects us: a parcel that looks commercial is the one most likely to be stopped.
The price you confirm is the price charged. No consultation fee, handling charge, currency surcharge or insurance premium is added after you have seen your total. Card details are captured on the payment gateway's hosted page; we never see or store the number.
Every order produces an itemised invoice showing the medicine subtotal, shipping and any coupon applied, emailed to you and included in the parcel for customs.
If the exact brand you ordered is unavailable we contact you with the alternative — same molecule, same strength, named manufacturer — and wait for your agreement. We never substitute silently, and never substitute a different strength or a different molecule.
If we cannot supply at all, the order is cancelled and refunded in full within the working day. Partial shipment happens only with your consent, with shipping recalculated in your favour.
Changes to this document. When we change a policy we raise the version number, update the date at the top, and keep the previous version available on request. Material changes affecting an order already placed do not apply retroactively to that order — the version in force on the day you paid is the version that governs it.