Home > FAQs

Can I purchase a prescription product for a family member or friend if I have permission?

If any person purchases a prescription product on behalf of another individual, it is implied that they have ion to complete this purchase. As the agent, they must provide a valid name, address, date & signature when submitting a script.

Are all items in your catalogues available on your website?

Not all items displayed in our catalogues will be available to purchase on the Terry White Chemists website. These products are available at participating Terry White Chemists stores while stocks last..

How do I create a new account?

You will need to register an account to purchase on Terry White Chemists Online. Simply click the Register button and complete the requested details. You can create an account once you have selected products.

I've forgotten my password, how do I set a new one?

If you've forgotten your password. Click here. Enter your email address and we will email your password to you.

I've ordered on Terry White Chemists Online before but I want my next order delivered to a new address. How do I do this?

You order what you require as normal and follow the prompts through the site. A question will appear saying do you want the order sent to the following address (i.e. the address you last provided) or would you like a different postage address. If you wish to change the address, select this option and fill in details, then continue as normal.

How do I cancel an order?

The best way is to email us ASAP and request to cancel it. You must remember that in most cases, orders placed are dispatched the same or next business day. Orders that have been dispatched cannot be cancelled and will have to be posted back at the expense of the customer. As long as the goods and the packaging are in original condition, a full refund less postage will be provided. Prescription Medications, as well as fragrances and vitamins are unable to be refunded or returned once they have been dispatched.

Pharmaceutical Benefits Scheme - (PBS)

All prescriptions are listed as Pharmaceutical Benefits Scheme (PBS) prices. These prices are set by the government and under current legislation cannot be discounted. Prescription Record Form (PRF) stickers will be supplied with all PBS prescriptions and Safety Net Totals will be kept for patients. Where no price appears in the PBS field, the prescription is only available as a Private Prescription. (See Private Prescriptions below)

What is the pricing structure of Private Prescriptions?

Some prescription medications are not subsidised by the government, resulting in the patient having to pay full price for the item. In some cases a patient can save more money by electing not to have their prescription dispensed as a PBS prescription but as a private prescription. Although PRF stickers cannot be issued, many patients would not reach the Safety Net threshold anyway making them irrelevant. (See Safety Net for information) As many private prescriptions can be claimed back through Private Health Funds, relevant receipts will be provided.

How much do concessional cardholders pay?

These cardholders will pay $5.80 for most PBS prescriptions. Small government surcharges may occur in more expensive brands but can be avoided by selecting the generic equivalent when prompted. Where no price appears in benefit card field, private prices will apply. Important! All entitlement cardholders must provide a photocopy of their cards with first order to prevent against fraud.

What charges do Safety Net cardholders pay?

Patients eligible for Safety Net cards will not be charged for PBS prescriptions (unless government surcharges apply). These patients will not be charged for postage or handling where Safety Net prescriptions are included in their orders. When the item is not a PBS prescription, private prices will apply. Important: All entitlement card recipients must provide photocopies of cards with first order to prevent fraud.

Do I require a Medicare, Pension and Health Care Card?

New government regulations require you to provide your full Medicare number and Medicare expiry date and Pension or Concession number and expiry date (if you have one) every time you request your prescription, if that prescription is entitled to a PBS benefit. You do not need to provide your Medicare number for private prescriptions. When necessary, please write the patient's name as it appears on the Medicare, Pension or concession card and include the Medicare number in front of the patient's name.

What are PBS & Authority Prescriptions?

Items on the Pharmaceutical Benefits Scheme (PBS) are $35.40 and $5.80 on concession. PBS prices are only available to customers with a Medicare Card. Some items which are subsidised by the PBS to treat special conditions require an AUTHORITY prescription. These items are marked with an 'A' and require an authority to be on PBS. If you do not qualify for an authority script your doctor may write a private prescription and the price of the item will be the price quoted on the website.

What does "Pharmacist Only Medicine" mean?

Pharmacist advice is required to purchase this product. Legislation requires you to contact our pharmacist on 1300 367 283 within 48 hours after placing the order to receive this item. Failure to do this means the item will be deleted from your order with a refund, with the balance of the order being dispatched.

What does "Pharmacist Advice Medication" mean?

This group of medication can normally be purchased over the counter, but NSW regulations state that a pharmacist must personally hand the product to the customer. For this reason we require a prescription to supply these products to you by mail.

What happens if I am not at home when my order is delivered?

Terry White Chemists Online uses registered mail through Fast Track to deliver parcels. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes cards get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first.

How long will my order take to get to me?

Over 90 percent of orders are picked, packed and dispatched within 24 hours of placement. Delivery times are reliant upon normal Fast Track delivery times. A timetable can be found on our website under 'postage and handling'. It is important to note that orders can only be dispatched Monday to Friday.

How can I receive my orders without paying freight?

Orders are sent freight free where they exceed $100 in value and the order is under 23kg. Ordering online, over the phone, or by mail order will automatically recognise this. Exceptions apply to some items, e.g. bulky items.

Do I need to have cookies enabled to use the Terry White Chemists Online website?

Yes, you must be able to accept session cookies for all functions on the Terry White Chemists Online site to work.

What happens if a product is out of stock?

If a product is out of stock, you will get a call offering a substitute or a credit, or you can wait until the product comes into stock.

What are some of the conditions on delivery?

Only prescriptions written by registered Australian Doctors can be dispensed. Refrigerated lines cannot be supplied. We reserve the right to refuse supply of any goods we feel may contravene our professional obligations. Due to government regulations, faxes or emails of prescriptions cannot be accepted.

Why do we offer a generic-branded product?

Terry White Chemists is interested in saving our customers money. Where equivalent less expensive brands of a medication are available, you will be asked if you would like us to substitute the brand you ordered with these. These less expensive brands are in no way inferior in quality or strength, but are less expensive due to the companies supplying them being more competitive in pricing. In many cases, the same companies make both brands!

If I use a credit card to purchase my items can anyone else obtain my credit card details?

Terry White Chemists Online is tested and certified regularly by independent 3rd party security firms to help protect you from identify theft, viruses, spyware and other online threats. We do not see your credit card details when ordering online. All transactions are performed by the banking institutions. We do not store any credit card details, therefore additions to orders already placed will require you to phone through payment details or place a new separate order.

Why do Terry White Chemists only accept Credit Card payment online?

There are a number of payment methods to use at your convenience.We recommend using a Credit Card when purchasing online for the following reasons. Benefits of using your Credit Card when paying online are: You are automatically protected against credit card fraud 2. Has the fastest processing time, meaning your goods are dispatched sooner and Provides the highest level of consumer protection. Terry White Chemists Online is tested and certified regularly by independent 3rd party security firms to help to protect you from identify theft, viruses, spyware and other online threats.

Why have I been initially charged for products that Terry White Chemists Online could not supply?

All orders must be paid in full before Terry White Chemists Online will process them. Terry White Chemists Online stocks in store around 90% of products ordered and orders any other products. Most of these arrive the same day the order is placed.

Which credit cards do you accept?

Terry White Chemists Online accepts the following Credit Card types: Visa, Mastercard, Diners Club and American Express.

How does the Price Match Guarantee work in-store?

We will price match any competitor's advertised price on any product we stock. Conditions of price match offer: 1)The offer does not apply to prescriptions. 2)The offer does not apply to prices advertised by online retailers, other than our own Terry White Chemists online store and is at the discretion of the individual franchise store. 3)To apply, the customer must, within the date range of a current advertised price, provide evidence to our satisfaction (advertisement, broadcast or catalogue) of the unconditional offer to the public of the product at the advertised price. 4)The offer does not apply to typographical errors, where the advertised price is conditional or the product is part of any promotion involving any free or bonus offer. 5)The offer only applies to products purchased in retail quantities.

How can Terry White Chemists Online assure professional quality standards are met and maintained?

Terry White Chemists Online recently became Quality Care Pharmacy (QCPP) accredited for retail, internet and mail order pharmacy. QCPP is an industry-developed quality assurance program developed by the Pharmacy Guild of Australia with the assistance of other industry stakeholders. It serves to raise the standard of customer service in individual pharmacies across Australia - providing an industry-wide guarantee of retail service quality and professional practice. If your current online pharmacy is not accredited you should ask yourself why.

Is my order confidential?

All information collected by Terry White Chemists Online is strictly confidential. We do not provide this information to any other party for any purposes. In addition, all Terry White Chemists Online staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

What is Terry White Chemists Online Privacy Statement?

The Terry White Chemists privacy statement can be found here: http://www.terrywhitechemists.com.au/privacy-policy

Can Fragrances be returned for exchange or refund?

A fragrance return will only be accepted if the return is made with 30 days and is accompanied by a receipt. All original packaging must be intact and the fragrance must be unopened and in a re-saleable condition.

How do I organise a refund?

Once we have received your items in their original condition, we will process your refund. This will be completed no later than 48 hours after your goods are received. We will call you to arrange the refund and you will need to provide details of the original method used to purchase the goods.

Why do some items need prescriptions when I can get them over the counter at my local pharmacy?

Legislation in Australia deems that pharmacist only medication requires personal counselling by a pharmacist on sale of the item. As any Internet service does not provide this, obtaining a prescription will enable a Doctor to provide the appropriate counselling. In store shoppers at Terry White Chemists do not require a prescription. A customer can place an order for pharmacist only medication online or over the phone and receive direct counselling from a pharmacist that will allow the medication to be sent without a prescription. Please phone and ask to talk to one of our pharmacists.

Can I phone and talk directly to a pharmacy assistant?

Yes. We have pharmacy assistants available on the phone 5 days a week from 9.00am to 5.00pm Monday to Friday, on a FREE call number. The phone number is 1800 653 662.

Can Terry White Chemists Online keep my prescription repeats on file to save me some time next time I place an order?

Yes. We have pharmacy assistants available on the phone 5 days a week from 9.00am to 5.00pm Monday to Friday, on a FREE call number. The phone number is 1800 653 662.

Can Terry White Chemists Online keep my prescription repeats on file to save me some time next time I place an order?

Yes, just attach a note saying you give us permission to keep repeats on your file, or select the option when ordering a prescription online. The next time you place an order, we automatically match up the repeats with the order and dispatch the same day saving you time in delivery. In addition, you can also elect to receive automatic monthly email reminders to increase medication compliance.

Why do some prescription items have four different prices?

Items, which are subsidised by the government under the National Health Service (NHS), are charged at different prices depending on the type of benefit card a customer may have. There are three levels under the NHS. The first is called General patients. These are customers with a Medicare card but no other benefit cards i.e. no pension or concession card. These people must pay up to the first $35.40 before the government starts to subsidise their medicines. The second is concession patients. These are people who are on a health care card, pension card, veterans affairs card or Safety Net concession card. These patients pay the first $5.80 of a script and the government subsidises the rest. The third is the Safety Net entitlement patients. These are people who have a benefit card and obtain 60 scripts in a calendar year. These people obtain scripts at no cost. The private price you see on most prescription medications is the price with no government subsidy. Note that additional charges may apply over and above these if a patient elects to receive a more expensive brand.

Why can I only order one lot of an National Health Service (NHS) item at a time?

The government under the National Health Service (NHS) subsidises many medicines so that all Australians can have access to affordable prescription medicines. Because they are paying for some or all of the cost of these, they impose restrictions on how frequently they can be dispensed. This varies from item to item but you can ask your pharmacist what the time interval is on a particular product. In most cases the time interval is 21 days. Items dispensed before this time interval cannot be covered under the NHS except in special circumstances.

Can I return prescription medicine or any preparation for oral use for a refund?

No. Unfortunately due to Health regulations, medicines including any preparation that is taken orally cannot be returned for credit. This is because once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with.

Do I need a prescription to order "Prescription Only Medicines"?

Yes, all "Prescription Only Medicines" require a prescription from an Australian registered doctor before we can supply.

What is a Regulation 24 Script and what rules apply to having them dispensed?

If a doctor deems it necessary according to the rules of Regulation 24 (see www.pbs.gov.au) they can write Regulation 24 next to any item prescribed and this will allow the pharmacist to dispense all of the repeats at once. The following rules apply to a Regulation 24 Script -: It can only apply to a new prescription and not a repeat prescription. It can only be done on the first dispensing. If the Regulation 24 is not dispensed on the first dispensing then all rights to the Regulation 24 will be lost. All of the repeats have to be dispensed at one time. Therefore you cannot get 3 lots now and then another 3 lots later. It is either get them all dispensed at once or one at a time like a normal script. It is the doctor that has to endorse the script Regulation 24 and the pharmacist has no control over this.

Can I have all of my repeats dispensed in one order?

No. Unless your doctor has endorsed the prescription "Regulation 24" or has supplied a signed consent form to allow multiple packs to be supplied. You can also ask your doctor to write your script out for the increased quantity. Please note that if you do obtain multiple packs on the one order, they may no longer count towards your Safety Net limit. If you would like to know more about the Safety Net, please phone and ask to talk to a pharmacist. Medicines cannot be returned for a refund.

How do I know if I am a concession card holder in respect to ordering on the website?

To order concessional prescription items you will need a valid Concession Card issued by the Government. If you are unsure if you are entitled to a government Concession Card check out http://www.centrelink.gov.au/internet/internet.nsf/payments/conc_cards.htm or call Centrelink 13 2300.

Can I fax through my prescription?

We must receive the original prescription before we can dispense and send a prescription order. It is illegal for Terry White Chemists to accept faxed or emailed prescriptions in Australia at this stage.

Do the Terry White Chemists stores keep the same products as listed on the Terry White Chemists Online website?

Terry White Chemists does endeavour to stock the same products online and in store. Products that are stored in the fridge and heavy or bulky items cannot be supplied through Terry White Chemists Online.

Where do I go to access my RewardsPlus account online?

Log on to www.terrywhitechemists.com.au/rewardsplus to view your account.

I can only see "In Store Only" for a product I want to purchase. What does that mean?

"In store only" means that that product is temporarily unavailable in our online warehouse. We recommend contacting your nearest store to enquire about local store availability, or alternatively check back on the site in a few days. Products listed as "In Store Only" may not be available at all Terry White Chemists stores, however we do endeavour to stock these where possible. Please contact your local store to confirm availability.

Are the prices at the Terry White Chemists website different to instore at Terry White Chemists?

In most cases, the prices are the same but they can vary on some items. Please check with your local Terry White Chemists store on the price and availability of products.

Why are some of the prices online different to the prices found instore?

Terry White Chemists on-line is an independently owned business, as are all of the pharmacies in the Terry White Chemists group, and as such, while prices are broadly consistent, each store owner determines the pricing in their own store. The price shown on Terry White Chemists on-line is the advertised price by the owner of the Terry White Chemists on-line business and that price may not be the advertised price by the owner of another Terry White Chemists store. There are many valid reasons why the price of products on-line are less than the price of the same products in a physical retail store. There are also genuine reasons why the price of products in a particular location are less than the price of the same products in another location.

Does this website reserve the right to correct website errors and refuse affected orders?

Yes. Unfortunately accidents happen from time to time, and we reserve the right to correct errors made on this website. We can refuse to honour, not accept and cancel your order for any reason, which includes (but not limited to) pricing, product availability, product images, product descriptions, and general errors. We will do everything we can to rectify these issues as quickly as possible. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell.