Order Enquiries
Is my order confidential?
All information collected by Chemist Warehouse is strictly confidential.
We do not provide this information to any other party for any purposes.
Chemist Warehouse staff are legally bound by conditions of employment to the confidentiality of your order and personal details.
Can I put my families’ patient profiles on my account?
Yes. Registered Users can create as many patient profiles they require for people they have consent (from such patient) to order for. As we strive to provide the best health care we can for our customers, patient profiles ensure we can screen customers for any possible interactions.
Can I order over the phone?
Yes. You can place orders over the phone. Please call 0800 001 018 and speak with our Customer Service Officers.
If your order will contain pharmacy medication please select the relevant option when calling.
For all phone orders, payment will be required over the phone using a valid New Zealand Visa or MasterCard.
How do I cancel an order?
The best way to cancel an order is by calling 0800 001 018 as soon as possible. In most cases, orders placed are dispatched within 1 Business day.
When your order is placed, you will have a 2 hour timeframe to manually cancel your order by logging into your account and requesting this through the ‘cancel’ button beside that particular order number.
Orders that are in fulfillment cannot, in most cases be cancelled due to our system processing the order efficiently. Once your order is processed into this stage a cancellation will not be possible.
If you would like to cancel your order beyond this stage you can post the order back to our Distribution Centre at your own cost.
As long as the packaging is in its original condition, a full refund less postage will be provided upon its receipt as outlined in our Returns Policy.
Prescription Medications, Baby Formula, Vitamins, Fragrances and other consumable products are unable to be refunded or returned once they have been dispatched.
How can I track the progress of my order?
You can track your order status during processing as well as delivery by logging in online and clicking on your relevant order number.
The status will allow you to see the stage it is at if it has not yet been shipped, and by pressing the “track order” button after it has been shipped, you can see the latest information Courier Post has on your order.
If for any reason you do not receive your tracking number or you believe there may be problems with your delivery please contact us here.
What happens if I don’t receive my confirmation email for my order?
All orders placed through Chemist Warehouse will automatically receive a confirmation email, if by any chance you do not receive this please contact us here along with your relevant proof of payment.
How can I change my address on my order?
If you need to change your address on an order you have placed, you will need to inform us immediately as orders process through our system rapidly.
Please contact us here with your updated address and we will endeavor to alter your order promptly.
What do I do if something from my order is received damaged/missing/or not as ordered?
Whilst every effort is made to ensure this does not happen if the above has occurred you will need to contact out customer service team within 7 days of receiving your order here with any relevant photos and order number and we will assist you further.
How can I get a copy of my Tax Invoice?
Please note all online orders are sent with a tangible copy of the tax invoice included. You can also access your invoice through the link in your order confirmation email.
If you require an additional copy of this invoice, please email us with the relevant order number here to request this.
Can I refund/exchange products I’ve ordered online?
Yes, in most cases you are able to return items from your order in store, please ensure you bring your tax invoice with you within 7 days of receiving your order.
Alternatively you can post the item back to us and we will refund accordingly once the product arrives.
Products we cannot accept returns for include medication, baby formula, vitamins, fragrances and consumable products.
How will my order be packed?
Orders will be packaged in plain boxes and are unmarked for privacy and security. They will also have packaging inserted to minimise movement in transit.
How can I ensure my parcel is left at my premises without a signature required?
During the checkout section you can authorize the “Parcel to be left at the premises if no one is available to accept it”.
This option is in “Delivery Method” category within the checkout page.
Please note by selecting this option you take full responsibility for the parcel once it leaves our Distribution Centre and no claims can be made if the parcel is lost or stolen.
Courier Post will cart your parcel to the closest local post office if they cannot determine a “safe” place to leave your parcel.
Payment
How can I pay for my order?
Chemist Warehouse Online accepts payments via:
- AliPay
- Visa or MasterCard
- Visa Checkout
- WeChat
- Zip
- Online EFTPOS
- Afterpay
If I use a credit card to purchase my items can anyone else obtain my credit card details?
No, Chemistwarehouse.co.nz is a secure site endorsed with the GeoTrust Certificate. This uses the latest encryption methods to ensure security of payment.
We do not see your credit card details when ordering online, with all transactions performed by the banking institutions.
We do not store any credit card details under any circumstances.
Can I use a gift card/voucher to pay for my order?
Yes, vouchers can be used to pay for a portion of your order with a limit of one per order.
Please use the ‘got a voucher code? Add it here’ option in the shopping cart and ensure you have checked any and all relevant terms and conditions for your vouchers.
Chemist Warehouse gift cards cannot be used for online ordering.
How long will it take for my refund to be processed?
Refunds may take up to 5 business days to be visible in your bank account.
How do I make a purchase with Zip?
Zip allows you to pay only 25% of your purchase today and have your goods shipped straight away, and pay the rest over 3 fortnightly interest free payments. You can create a Zip account in minutes when checking out at chemistwarehouse.co.nz by selecting Zip as a payment method. For more information on Zip and full terms and conditions see www.zip.co/nz.
--------------------------------------AU Content from here
Got a question about your order or payment? You’ll find everything you need to track, update, or manage your orders – plus info on payment options, invoices, and more – right here in one place.
Tracking your order
How do I track my online order arriving by post?
If your online order is arriving by post (Australia Post eParcel); once dispatched, we’ll send you an email letting you know your parcel is on the way!
You will receive an email with the tracking link. Please allow up to 24 hours for your tracking number to start showing updates.
For more information on delivery timeframes and shipping methods, please refer to Shipping & Delivery for more information.
Changes to My Order
Can I change or cancel my online order?
No, unfortunately once you have completed the checkout process and submitted your online order, you will be unable to make a change or cancel it. Online orders are processed very quickly and prepared for dispatch.
Changed your mind? Please refer to Returns & Refunds for more information on how to initiate a return, exclusions, and our policies.
How do I change the email address I provided for my online order?
In this circumstance, please promptly contact our Customer Service team to locate your online order and provide further instructions to resolve this issue. Reach out now via Contact Us.
I made an error with my delivery address at checkout; how can I fix this?
Unfortunately, once an order has been processed and dispatched – we are unable to make changes to the delivery address provided for your online order.
If a parcel is returned to us because of an incorrect delivery address and a new delivery address is requested, you will be required to cover any additional shipping costs to resend the parcel.
For more information, please refer to Shipping & Delivery and our Shipping Terms & Conditions. Alternatively, if you require assistance, you can contact our Customer Service team by submitting a request.
Issues with My Order
I didn’t receive the confirmation email for my order, can you help?
Once you have completed your online order with Ultra Beauty, we will automatically send you a confirmation email. If you have not received an order confirmation from us, please check your spam and junk folders.
If you still aren’t able to find your order confirmation email, you might have made an error when providing your email address. In these circumstances, please contact our friendly Customer Service team for further instructions.
There’s something wrong with my order, how do I resolve this?
If you have received your online order and there are damaged, missing, or incorrect items – please contact us within 7 days of receiving your order to assist you in resolving the problem.
Our friendly Customer Service team will help you by investigating the issue, please Contact Us for more information. Have your order number, details, and relevant photos handy to share with us to assist the process.
I didn’t receive all the products in my order?
Depending on the availability or type of products you have ordered, we might have split your order prior to shipping. If you have only received part of your order, please check My Orders in My Account for the status before contacting us for assistance.
Don’t have an account with us? Not to worry, you can check your order status by referring to your order update emails or contacting our friendly Customer Service team.
Payment Methods
What payment methods do you accept?
Pay your way. We’ve got it all!
At Ultra Beauty we accept VISA, Mastercard, PayPal, Afterpay, ZipPay and WeChat. You can also use Gift Cards and eGift Cards for online and in-store transactions.
Is shopping online at Chemist Warehouse secure?
At Ultra Beauty (www.ultrabeauty.com.au) we have taken the necessary steps to ensure that your online shopping experience is safe and secure.
We use the latest encryption methods and technology to ensure security of payment, using the internationally recognised Secure Server Certificate (SSL).
Ultra Beauty uses the eWay Internet Gateway Service – a secure payment environment that is involved in credit card payment transactions. We do not record or store the details of your credit card in our system or server.
How does Afterpay work?
Shop now, pay later! Checkout with Afterpay and pay off your purchase in four equal instalments. Available online or in-store at Ultra Beauty.
How does Zip Pay or Zip Money work?
Pay for your purchase using Zip Pay or Zip Money and pay off your order with flexibility on a weekly, fortnightly or monthly basis. Pay your way! Available online or in-store at Ultra Beauty
Payments & Tax Invoices
How can I get a copy of my tax invoice for an online order I placed?
You can download a copy of your digital invoice from My Account, in 4 easy steps!
For all online purchases, you can conveniently access your past orders, follow the instructions below to obtain a copy of an invoice:
- Go to My Account, located at the top right of the website.
- Select My Orders to see the list of all your past online orders.
- Once you find your order, go to the details page to find the ‘View Invoice’ option to view. If you placed an order more than 2 years ago, you would need to Contact Us to retrieve the invoice.
- Now, simply download or print your tax invoice.
Don’t have an account with us? You will be able to access your tax invoice by referring to your order confirmation email, or Contact Us and a member of our friendly Customer Service team can assist you.
Why is ePharmacy mentioned on my tax invoice?
Ultra Beauty is an affiliate of ePharmacy Group Pty Ltd.
All online orders placed on www.ultrabeauty.com.au are picked, packed and fulfilled by Ultra Beauty.
Why does it say 'Chemist Warehouse Preston' on my bank statement?
When you make an online purchase, your credit cards and bank statements will list the transaction as Chemist Warehouse Preston.
Chemist Warehouse operates as the merchant's online facility, where Preston is the registered suburb.