Frequently Asked Questions
Here are some of the most frequently asked questions about our online store.
General
Are you open on the weekends?
You can place an order anytime through the online store. Please note all orders are processed within our physical store hours: Monday to Friday 9am to 5.30pm.
Where is your pharmacy located?
You’ll find us in Carina, Brisbane, with easy parking out the back and a bus stop right at our doorstep. Directions are on our Contact Us page.
Are your products genuine?
Always. Every item is sourced from trusted Australian suppliers and comes with full manufacturer backing and warranty.
Do you price match?
We try to stay competitive with other pharmacies. If you spot a better advertised price (including postage), send us the details through our General Enquiries Form. While we can’t promise every time, we’ll do our best to match - and sometimes beat it.
Why can’t I see all the products?
Some items need extra checks. For example, nicotine vaping products only appear once you’ve uploaded a valid prescription. This ensures we meet Australian regulations and dispense responsibly.
Can I get my prescription(s) filled through Essence Dispensary?
Absolutely - please send your prescription(s) or enquiry to scripts@essencedispensary.com.au . Our Dispensary Team will reach out once they have received your enquiry.
Can I change to a clinic you work with?
Absolutely - please send your enquiry to scripts@essencedispensary.com.au . Our Dispensary Team will reach out once they have received your enquiry.
Postage & Collection
How much is postage?
Standard Shipping: $12 Flat-rate
Express Shipping: $15 Flat-rate
How long does postage take?
We aim to dispatch all orders within 1 business day, however, this may take longer during peak season. Our shipping times are based on Australia Posts estimated shipping times. Please be aware that shipping times can vary for remote & regional areas.
Standard Shipping: 2-6 Business days
Express Shipping: 1-3 Business days
When will my order be dispatched (posted)?
We aim to dispatch orders placed before 12pm (Brisbane Time) on the same day. Same day dispatch is only available Monday to Friday excluding peak season & public holidays. Weekend orders will be dispatched on the next regular business day. Same day dispatch is not guaranteed (we aim to do our best). Our shipping times are based on Australia Posts estimated shipping times. Please be aware that shipping times can vary for remote & regional areas.
Standard Shipping: 2-6 Business days
Express Shipping: 1-3 Business days
Can I have my order posted to a PO Box or Parcel Locker?
Yes, your parcel can be sent to either.
Where can I find my tracking info?
Tracking will be provided via email or SMS on the same day after your order has been confirmed by our team.
Do I need to sign for my parcel?
Yes, a signature is standard (except for PO Boxes and Parcel Lockers). If you’re not home, your parcel will be taken to your local Australia Post for collection.
What happens if I am not home during delivery?
For residential address, your undelivered parcel will be sent to your local Australia Post Office for pick up. Check your tracking for further update.
Can I combine my online store order with my prescription order?
Absolutely. To save on postage, please select Add to prescription order during checkout.
Can I click and collect?
Absolutely. Place your order online and select Click & Collect. We’ll let you know as soon as it’s ready.
Do you post internationally?
Not just yet - at the moment we only deliver within Australia.
Order & Postage Issues
What if my order arrives damaged
Please complete our Delivery Issue Form and include photos or a short video. Our team will review and get back to you within one business day (Monday–Friday).
I received the wrong order, what can I do?
Please complete our Delivery Issue Form and include photos or a short video. Our team will review and get back to you within one business day (Monday–Friday).
My parcel hasn’t arrived – what next?
Check your tracking link first. If it’s still not resolved, submit our Delivery Issue Form with your order number and we’ll follow it up quickly.
Warranty & Returns
What is your warranty policy?
Our returns policy gives you additional options to your rights under the Australian Consumer Law and Office of Fair Trading.
We’ll accept returns and refund, exchange, or repair for:
- Faulty products or unacceptable quality, or
- Not fit or safe for purpose, or
- Significantly different to those shown or described to you.
Warranty Claim
We strive to make our warranty process as seamless as possible for our customers. In the unfortunately circumstances where you may have a faulty product purchased from us, please submit a warranty claim via our Warranty Claim Form with a photo and / or video (where applicable) & a brief description of the issue(s). The claim must be accompanied by a Proof of Purchase. Our team will endeavour to respond within 1 business day between Monday and Friday.
Proof of Purchase
Warranty claim must be accompanied by any of the following proof of purchase documents:
- Original register receipt tax invoice
- Electronic copy of tax invoice
- Online order confirmation (applies to online store purchases only)
- Dispensing history (please ask the Pharmacy team)
What’s your process for warranty issues?
We strive to make our warranty process as seamless as possible for our customers. In the unfortunately circumstances where you may have a faulty product purchased from us, please submit a warranty claim via our Warranty Claim Form with a photo and / or video (where applicable) & a brief description of the issue(s). Our team will endeavour to respond within 1 business day between Monday and Friday.
Do you accept returns or exchanges due to change of mind?
Generally, we don’t accept returns or exchanges due to “change of mind”. All sales are final, and items cannot be returned or swapped once purchased.