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Frequently Asked Questions

Prescription FAQs

Can I purchase a prescription item from you without a prescription?

 No. Unfortunately we legally require a written prescription issued by a registered Australian vet so that our pharmacists are able to supply you with prescription medications. Please note that any pharmacy in Australia will legally require a prescription to be issued to be able to supply you with any prescription medication.

The prescription will indicate the drug, strength, dose, dosage form and duration as well as the pet and owners details. We are required by law to have the original signed hard copy prescription to be able to supply you with the medication.

Can I send you clinical notes, photos or label of my medication that the vet has given me to purchase a prescription item?

Unfortunately clinical notes, photos or labels are not valid for us to supply prescription medications off. You will be required to go to the vet and request a prescription from them so that we are able to supply you with the medication.

What if my vet will not supply me with a prescription?

If your vet will not supply you with a prescription it may be best to kindly ask why the reason may be. If they are concerned in regards to the legitimacy of our pharmacy and the medication that is being supplied, they can contact us directly and speak to one of our friendly pharmacists who can provide them with all our registration details and reassure them of the quality of products and service we are providing.

If your vet or vet clinic refuses to supply a prescription, unfortunately you may need to seek out another vet.

If in the case you are unable to get access to a vet for whatever reason, you could possibly seek a mobile vet to come to you or an onlinel vet. They should be able to provide you a with a consultation and if they deem medication suitable, may write out a prescription for you if they wish.

Unfortunately we are unable to recommend vets - if you are having trouble finding a vet who is willing to write out a prescription, it may be best to call vet clinics around your local area prior to going in for a consultation to determine what their consultation and prescription fees are and to determine whether they are happy to issue prescriptions.

How do I send through my prescription to you?

When initially placing your order you have a few options to send through a copy of the prescription to us:

  1. ATTACHING IT TO YOUR ORDER
  2. EMAILING IT THROUGH TO SCRIPT@PETCAREPHARMACY.COM.AU
  3. SENDING A PHOTO VIA SMS TO 0435 153 597

Once you have sent through a copy of your prescription, you will be required to post the signed original hard copy prescription direct to our pharmacy. Please note we will only be able to process your order once the original physical pen-signed prescription has been received by our pharmacy. To speed up the ordering process, we can dispatch orders for prescription items immediately if your vet is able to email a prescription direct to us. However, the original hard copy prescription MUST be received within 7 days. 

Original prescriptions can be posted to our Reply Paid address (no stamp required): 

Pet Care Pharmacy
Reply Paid 91752
Pemulwuy NSW 2145

Do I have to get a prescription every time I need to order the medication?

This will depend on what the vet has written on the prescription itself. If the vet has issued repeats, you will not be required to send through a new prescription until the script plus the repeat supplies are completely exhausted. If there are no repeats, then the prescription will only be valid for one dispensing.

You can speak to your vet about whether they believe supplying you with repeats is suitable - this will vary depending on the vet, the pet's condition, the length of treatment, where they are in the pet's treatment regimen as well as the individual vet clinics policies.

How long are prescriptions valid for?

Legally prescriptions are valid for 12 months from the date they are issued, unless stated otherwise, or until the repeats or entire supply have been used up. Please note some prescriptions in Australia may only be valid for 6 months depending on the nature of the medication and the scheduling, which is determined by the Standard for the Uniform Scheduling of Medicines and Poisons (SUSMP).

What do I do with my repeats on my prescription?

If your vet has issued repeats on your prescription, we offer a service where we can keep your prescription on file so that we are able to dispense from them for your future orders. This means when you are running low on your medicines, you can place your order and our friendly pharmacist will match up your prescription with your order. We automatically offer this service to all our customers - if you would like your prescription back, we are more than happy to post these back to you.

How many repeats do I have left on my pet's medication?

If you are unsure of how many supplies you have remaining on a prescription, you can always contact our pharmacists who will be able to let you know what you have remaining on file. Alternatively, your dispensing label will indicate how many repeats are remaining. This can be located on the bottom right hand corner of the dispensing label located on the bottle/box of your pet's medication. 

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Ordering and Shipping

How long does it take for me to receive my order?

Please note orders containing prescription items can only be dispatched once the original physical hard copy prescription has been received by our pharmacy OR if the vet is able to email a copy of your prescription direct to us initially. 

Once an order is put through, it generally takes us 24-48 hours to process your order for you. If there are any issues with your order we will endeavour to let you know as soon as possible.

To ensure your order is shipped as soon as possible we recommend placing your order before 2pm the day before to have your order shipped off the next business day

Orders placed before 10am on a weekday will be dispatched the same day so long as the stock is availablea in our pharmacy premises and your original physical prescription has been received and has supplies remaining. Any orders placed after 10am, will be dispatched the next business day, so long as the stock is available from our suppliers.

Please note in some cases it may take 1-2 extra business days to get the stock in and your order dispatched. For any urgent orders, contact us to check stock availability and so that we can mark your order as a priority.

For compounding orders we ask that you allow 2-3 business days for the medication to be custom made before dispatch once your order is processing. Compounded items are specifically made as per order so we cannot have these pre-made until payment and prescriptions are received. Please note your original physical prescription OR an emailed copy direct from the vet legally needs to be received by our pharmacy before we can start compounding your medication for you also. 

If your order is urgent, please give us a call on 02 9896 5885 so we can advise you on the stock availability as well as approximate time for your delivery to arrive.

We do recommend selecting the Express Post method and to order at least one week in advance to avoid any delays and running out of your pet's medication. 

As most of our parcels are shipped via Australia Post, shipping times will vary depending on your location. Please see the below shipping estimates given by Australia Post.

 EXPRESS SHIPPING

LOCATION ESTIMATED SHIPPING TIME
 Metropolitan NSW
 Up to 1-2 Business Days
 Country NSW
 Up to 5 Business Days
 Metropolitan VIC, QLD, SA, WA, NT & TAS
 Up to 2-3 Business Days
 Other
 Please use delivery estimate calculator

STANDARD SHIPPING

LOCATION ESTIMATED SHIPPING TIME
 Metropolitan NSW
 Up to 1-3 Business Days
 Country NSW 
 Please use delivery estimate calculator
 Metropolitan VIC. QLD, SA, WA. NT & TAS
 Up to 2-5 business days
 Other 
 Please use delivery estimate calculator

 

To obtain a more accurate delivery estimate please use the following delivery calculator provided by Australia Post and input our postcode of 2145 (Pemulwuy) and the destinations postcode. 

 

 

How much is shipping?

Our standard shipping cost is $7.95 for parcels up to 500g within Australia. Express Post for packages under 500g is $11.95. 

For parcels over 500g, the shipping costs vary depending in the parcel weight, shipping location and the type of shipping method required. 

Orders over $99 are eligible for FREE* standard shipping. Please note this is valid for orders under 500g. Any orders over $99 and heavier than 500g will however receive a discounted shipping rate. 

Can I send my medication back for a refund?

Once a prescription item leaves our pharmacy, by law they cannot be resold. As such, we cannot process refunds for any unused medicines once they have been dispatched. Any medicines returned to us are disposed of in an appropriate manner and unfortunately a refund cannot be issued.

Please consider this when making the decision of what quantity of medicines to order as these cannot be returned for a refund if no longer needed.

If you no longer require your pet's medication you also have the option of taking it to your vet or local human pharmacy for proper disposal.

Can I pick up my order?

Yes, you can pick up your order from our pharmacy which is located in metro Sydney in New South Wales.

Our pharmacy address is 40/2-4 Picrite Close Pemulwuy NSW 2145

We are open Monday to Friday from 9 am to 5.30 pm. We have on-site parking available to our customers and we are located within the Gateway Estate. We are located 2 minutes just off the M4 Western Motorway just off the Prospect Highway (Blacktown) exit.

Please ensure you contact us prior to coming to our pharmacy so we can ensure we have the item in the pharmacy for you and can have the item reserved for when you come in. 

Can I leave special delivery instructions with my order?

You may specify where you would like to parcel placed if needed and the driver will do their best to follow the given instructions.

Please note if you are not home upon delivery and your parcel is marked as signature on delivery, your parcel will be taken to your local post office.

Miscellaneous FAQs

The product I am after is not listed on your website - are you able to order this in for me?

If there is an item you are after, you can contact us and we will see whether we can specially order the item for you.

Why are your prices much lower compared to my vet?

At Pet Care Pharmacy we believe that owning and looking after our pets should be affordable and cost effective. We pride ourselves on being competitive with our pricing and believe that the markups vets have on their products and medications are way too high.

Being a discount animal pharmacy, we work on low overheads and purchase our medications in larger amounts than most vet clinics, thus we have better buying power, allowing us to provide our customers with the best price possible. We work hard in negotiating the best prices with our suppliers and aim to deliver the savings onto our customers.

 

Are the medications that you sell the same as what I am getting from my vet?

We source our medications from the same suppliers who supply direct to the vets. If you have ordered the same brand of medication, we can guarantee you the medication we supply is from the same manufacturers and are the exact same medication from your vet.

For some of our medicines, we try to offer alternative or generic brands where possible. If you would like to know if there is generic brand available for your medication, please feel free to contact our pharmacists and they will let you know if there is an alternative brand available.

We stock medications that are registered with the Australian Government and are TGA or APVMA approved. We also supply custom-made medications that are compounded and made to order.

What are your trading hours?

We are open Monday to Friday from 9 am to 5.30 pm.

Do I need a prescription for prescription diet foods?

Although you do not require a prescription for prescription diet foods these foods should only be used under the care and recommendation of your vet. If you have any questions regarding prescription diets and need to speak to a vet you can contact and pop into Rouse Hill Family Vets and visit Dr Belinda Parsons to discuss your pet's medical needs. You can contact them on 02 9086 9130.

By purchasing a prescription diet off our website you agree that the following: 

  • I confirm my pet was examined by a veterinarian who recommended the use of the prescription diet I have ordered  
  • I understand that it is recommended that I seek veterinary advice at least every 6 months regarding the use a prescription diet 
  • I understand that I need to seek immedate veterinary advice if my pet's condition deteriorates while I use a prescription diet 
  • I consent to allowing Pet Care Pharmacy to contact my vet to discuss the prescribing of a prescription diet and any relevant details regarding my pet and any relevant medical conditions