Frequently asked questions

For Pharmacies
Q: Do I have to be a Guild member to join the Pharmacy Click and Collect network?
A: Yes!  It is exclusive to pharmacy members of The Pharmacy Guild of Australia.

Q: How much does it cost to activate my account? 
A:  There are NO upfront fees for Guild member pharmacies to activate an account.  There are no hidden fees once your pharmacy is listed and active online for the Click and Collect network: The revenue from the customer sale goes to your pharmacy minus the usual banking transaction fees. 

Q: Why e-commerce and what will it do for my pharmacy?
A: This is a purpose-built e-commerce solution that has been created and designed by community pharmacists for community pharmacy to increase store traffic, deliver new online sales, expand your customer base, compete online and improve supplier communication and interaction.  Being part of the Pharmacy Click and Collect network meets the changing shopping needs of consumers and provides with them with eCommerce solution to connect with you, their pharmacy.  It offers the next level of online shopping convenience – 24/7, 365 days a year – for Community Pharmacy, Suppliers and Consumers.

Q: Why is Pharmacy Click and Collect unique?
A: It is unique because we offer consumers the opportunity to Click & Collect their purchases for free at their local community pharmacy. Importantly, this option strenghtens the trusted and respected Customer-Pharmacist relationship.

Q: Doesn’t eCommerce generate more ‘back of house’ work for staff?
A: This is an easy to use and manage e-commerce community pharmacy solution.  Our main objectives are to increase store traffic, deliver new online sales and support member pharmacies. As with any new initiative, there is always an adjustment period and we will endeavour to make the transition to e-commerce as easy and simple as possible.  Ultimately, if you can handle the work of a new customer walking through your doors, you can handle the work of preparing an eCommerce order.  

Q: Are there different packages I can sign up to and are they all free for Guild members?
A: The Click and Collect solution is the first offering for Guild members, which is free of charge.  Once you're use to providing eCommerce services, you can explore the the Pro eCommerce package.  This offers a full eCommerce solution via your own website which is supported by our customer service team.  The Pro eCommerce package has establishment and monthly maintenance fees. 

Q: How will item pricing be managed?  Won’t it turn into a price war between local pharmacies to get the sale?
A:  You will have the ability to set your own pricing for products or use suppliers’ recommended retail pricing (RRP). Not all Pharmacies stock exactly the same products so consumers will be directed to their nearest community pharmacy that stocks the product they are buying.  Ultimately - you charge your instore price as all sales go through your POS. 

Q: Will there be certain time-frames that customers can select to pick up items from my pharmacy?
A: Once orders are made customers will be provided with an estimated order fulfillment time (say 2-4 hours) and have the option of receiving an email or sms notification advising when their order is ready for pickup. This will help pharmacies manage customers arriving prior to their order being completed.

Q: How often will my staff have to monitor the computer for orders?
A: Notifications will be sent online via a special web-portal to the pharmacy immediately after an orders is placed.  Due to the collection time-frame provided to customers- we will also call your pharmacy to step you through the process.  

Q: How many suppliers is Pharmacy Click and Collect aiming to partner with?
A: To position Pharmacy Guild member pharmacies as the preferred purchase location for health-related products, we are in negotiations with a number of the biggest health product brands in Australia to ensure diversity of product for consumers. A large number of well recognised products available will increase store traffic which means more revenue for Guild member pharmacies and great opportunities for suppliers.

Q: I've activated, where do I log-in?
A: Go to pharmacy.com.au/cms/login

 

 

For Consumers
Q: What is Pharmacy Click and Collect?
A: Pharmacy Click and Collect is a service owned by your local pharmacy through their membership of The Pharmacy Guild of Australia.  


Q: How does it work?
A: 1) Choose your nearest pharmacy 2) Select the products you need 3) Pay using the secure checkout 4) Pick up in store.  It’s free to use the Pharmacy Click and Collect service. 


Q: Do I need to set up an online account?
A: No.  You can purchase items without setting up an account.


Q: Will my order be confidential?
A: Yes.  


Q: How will I know when my order is ready to collect?
A: A timeframe will be provided once your order is placed (Usually 3 business hours) and you will also receive an email, SMS or phone call notification when your items are ready for pick-up from the pharmacy.


Q: Will the pharmacy hold my order/products if I don’t collect in the allocated time period?
A: Yes, your pharmacy will hold your purchase until you collect, however it is important to note that it is the purchaser’s responsibility to collect items.


Q: Do I need ID to collect my items?
A: Yes.  Bring photo ID or a copy of your purchase confirmation or have the email or SMS on your phone ready to show the in-store staff.


Q: Do you ship internationally?
A: No.


Q: Can I order my prescription medications?
A: At this stage prescription medication cannot be ordered online.


Q: Which pharmacies are nearby to me?
A: To find pharmacies in your area, enter your suburb and/or postcode and community pharmacies who have registered will be displayed.


Q: Can I just use the website to find out what pharmacies are in my area?
A: Yes – you can use the store locator map to find pharmacies who stock listed products with no obligation to place an order.


Q: My local pharmacy isn’t on the store locator map, why can’t I find it?
A: Your local pharmacy may not have yet activated their Pharmacy Click and Collect account. Alternatively, your pharmacy may not be a member of the Pharmacy Guild of Australia.
We suggest that you speak with your local pharmacy and encourage them to participate so that they can better serve your needs.


Q: If I have a question regarding a product, can I call and speak directly to a pharmacist before I place my order?
A: As with any query, you can contact your local Pharmacist to discuss any medication/health related product questions you might have.


Q: Only select items are available for purchase – will more become available?
A: We are constantly adding product suppliers to ensure you have access to a wide-range of health related products to purchase and collect from your local community pharmacy.


Q: Is it secure?
A: Yes.  The platform is secured by SSL Certification, CSRF Tokenisation, Omnipay security, Merchant Warrior PCI DSS Certification all backed by the Visa, MasterCard and American Express card schemes. 


Q: What are your Privacy Policies?
A: Privacy Policies: 
This policy statement has been prepared to help PharmaDotCom Pty Ltd ("us") to comply with our privacy obligations under the National Privacy Principles for the purposes of the Privacy Act 1988 (Cth) and to inform you about your privacy rights. 


PharmaDotCom Pty Ltd acts on behalf of local community pharmacies and is 100% owned by the Pharmacy Guild of Australia. When you place an order online with us we will allocate your order to your selected local pharmacy. 

About the Information We Hold:
To help meet your health care needs we may hold and use records, including your name and address details and other health care information that you supply us. This personal information will be used only for the purposes of meeting your health care needs. Under certain circumstances PharmaDotCom Pty Ltd may need to collect additional information (such as health information) from third parties. We will only collect this information with your consent where it is required by law or where the collection is necessary to prevent or lessen a serious and imminent threat to your health and we have not been able to contact you to obtain your consent. You need to be aware that if you do not provide us with certain information about yourself, in some circumstances we may be unable to provide a service that you require. 



Our Disclosure and Information Practices:
The personal information we hold is stored in a secure manner. PharmaDotCom Pty Ltd will need to disclose personal information to the participating pharmacy that fulfils your order to ensure that you receive that order and that the participating pharmacy can comply with relevant Australian legislation. You can contact the fulfilling pharmacy by either calling the pharmacy directly (details are contained on your order) or by calling PharmaDotCom Pty Ltd on 1300 286 880. PharmaDotCom Pty Ltd may outsource some internal functions, for example, data warehousing or hosting of servers, to third party contractors (who may be located in other countries). PharmaDotCom Pty Ltd may disclose personal information to those third party providers. Currently PharmaDotCom Pty Ltd utilises the highly secure Amazon Web Services for data storage (including storage of personal information). 


Communication Practices:
If you have chosen to receive our newsletter or to receive information about other goods or services offered by PharmaDotCom Pty Ltd we will give you the opportunity to opt out from receiving further information when we send such communications to you. If at any time you wish to opt out from receiving marketing communications from us, please contact us.  Subject to certain limited exceptions permitted by law you may access your personal information that we hold about you. If you wish to access the personal information that we hold, or if you wish to raise a concern with us about the manner in which we have used, handled or disclosed your personal information, please contact us.  


Q: What is your Refunds and Returns Policy?
A: Refunds and Returns Policy Your local pharmacy will consider any request for return of goods and/or refund of monies paid on a case-by-case basis. Please be aware that, in making a decision to allow a return of goods and/or the issue of a refund, your local pharmacy will adhere to its obligations to any State and Federal Acts in relation to, but not limited to Health, Pharmacy, Trade Practices, Consumer and Competition Acts. Please contact your local pharmacy (details are on your invoice) to make a request in this regard. The Pharmacy Click and Collect platform is run by PharmaDotCom Pty Ltd as a service on behalf of your local pharmacy.  Once you have purchased through the platform, your local pharmacy will issue you a Tax Invoice and will be forwarded your payment.  The returns policy of the pharmacy will apply and all returns can be discussed with the supplying pharmacy. 


Q: Will third parties have access to my data? 
A: No.  Information captured will be kept confidential and used purely to process orders.  Purchaser details will not be handed over to suppliers or any third parties for marketing purposes unless you have provided your consent. 


Q: What is your ABN?
A: 68 608 161 468


Terms and Conditions PharmaDotCom Pty Ltd provides our services to you on the following terms and conditions. By placing an order you agree to be bound by those terms and conditions and all of the policies incorporated by reference, including PharmaDotCom Pty Ltd's Privacy Policy ("Policies") These terms and conditions together with the Policies constitute the entire agreement between PharmaDotCom Pty Ltd, the pharmacy and the user. PharmaDotCom Pty Ltd provides the payment transaction and pharmacy location service (the “Service”) on behalf of the participating product company and participating pharmacy.



Your Obligations In consideration of your use of the Service, you agree to provide true, accurate, current and complete information about yourself as prompted. If you provide any information that is untrue, inaccurate, not current or incomplete, or we have reasonable grounds to suspect that such information is untrue, inaccurate, not current or incomplete, we may suspend or terminate your order and activities on the site and refuse any and all current and future use of the Service. PharmaDotCom Pty Ltd reserves the right to refuse service, terminate accounts or cancel orders at its discretion. You are responsible for maintaining the confidentiality of any password and registration details for yourself and are fully responsible for all activities that occur under your password and registration. You agree to immediately notify us of any unauthorised use of your password or account or any other breach of security. PharmaDotCom Pty Ltd considers this registration information private. Refer to our Privacy Policies for more details. 



Pricing Policy All prices quoted on the site are in Australian dollars and inclusive of Goods and Services Tax (GST) where applicable. Prices shown on the Pharmacy Click and Collect website may differ from prices instore at a participating pharmacy. All efforts have been made and the facility is available for the pharmacy to enter their instore price for online display.  Customers will be charged the amount as shown on the Pharmacy Click and Collect payment gateway. Where possible the participating pharmacy may charge their instore price. The participating pharmacy may offer either an instore credit or refund.  This is completely handled by the participating pharmacy.  By using this site and payment gateway you agree to accept the decision of the participating pharmacy. 

Additions and Deletions to Orders We cannot delete items from orders once they have been confirmed. If you want to add items to your order please place a new order. 


Copyright The site or any portion of the site may not be reproduced, duplicated, copied, sold, resold or otherwise exploited for any commercial purpose that is not expressly permitted by PharmaDotCom Pty Ltd. The site may only be used for lawful purposes and in a lawful manner. When ordering via the platform you are the purchaser of the goods and must comply with all applicable laws and regulations. It is your responsibility to investigate and ensure that you can lawfully purchase the goods you order.

Disclaimer
The information contained on this website is provided by PharmaDotCom Pty Ltd in good faith. The information is believed to be accurate and current at the date the information was placed on this website. PharmaDotCom Pty Ltd and the participating pharmacy do not warrant that your access to the network or the information contained in any content will remain error free, or that the network or the server which stores and delivers the website and its contents to you will remain free of viruses or other harmful components. By accessing the website you agree that PharmaDotCom Pty Ltd will not be liable as a result of any error, virus or harmful component. PharmaDotCom Pty Ltd does not warrant that the website or any products or services advertised on the website will be available or will meet a customer's requirements. You agree that the sole and exclusive maximum liability to PharmaDotCom Pty Ltd arising from any product sold on the site shall be the price of the product ordered. In no event shall PharmaDotCom Pty Ltd, its directors, officers, employees, owners, affiliates, sponsors and representatives be liable for special, indirect, consequential or punitive damages related to product sold. You expressly agree that use of the site is at your sole risk. In no event will PharmaDotCom Pty Ltd, its directors, officers, employees, owners, affiliates, sponsors and representatives, third-party content providers or the like warrant that the site will be uninterrupted or error-free. In addition, PharmaDotCom Pty Ltd, do not make any warranty as to the results that may be obtained from the use of the site, or use of the information, content, service, or products provided through the site.


 

 

 

For Suppliers
Q: What level of access will partnering with Pharmacy.com.au give the company to consumers?
A: The Pharmacy Guild of Australia has over 4,000 community pharmacies as members who service over 240 million individual consumer visits per year across Australia, dispense over 290 million prescriptions each year and make 460 million sales of over-the-counter products valued at over $5.2 billion each year. 
Partnering with Pharmacy.com.au will provide suppliers with a national network to:
  • sell their products through, 
  • promote brands and products, 
  • inform and educate, 
  • make special offers and deals, 
  • launch new products, and 
  • communicate.
Q: Will direct competitors be approached or is the business only looking to sign one type of category provider i.e. Vitamins?
A: To offer pharmacy customers a wide variety of products and encourage community pharmacy participation, Pharmacy.com.au is looking to partner with a large number of health related suppliers. 

Q: Will Pharmacy.com.au provide regular sales reporting to suppliers?
A:  Data reports and analytics can be provided to suppliers as part of their partnership arrangement.  
For more information on packages available and pricing, please contact our General Manager - Aaron D'Souza | aaron@pharmacy.com.au

Q: Do suppliers liaise directly with Pharmacy.com.au or individual pharmacies to promote new product launches, special offers and hot deals on the websites?
A: Suppliers will advise Pharmacy.com.au on new products, special offers, etc. that will then be highlighted on Pharmacy.com.au website and linked to pharmacies that stock the particular products and range.

Q: Do suppliers get to submit content for EDMs?
A: Yes. EDMs distributed to Pharmacy.com.au’s database will feature details on supplier new product launches and product specials. 

Q: What type of packages does Pharmacy.com.au offer suppliers?
A: There are a range of partner packages available that offer different levels of interaction with pharmacies and consumers. 
We recommend that suppliers initially select our Website Access Package that lists their brands and products and allows consumers to purchase through our Buy Now button and e-commerce platform. 
For more information on packages available and pricing, please contact our General Manager Aaron D'Souza on 0401 434 929 | aaron @pharmacy.com.au

Q: Will suppliers have direct access to the Pharmacy database?
A: Due to privacy laws, Pharmacy.com.au cannot release consumer contact details to suppliers.  However, should consumers opt in then Pharmacy.com.au can offer suppliers with database marketing opportunities. Please contact our General Manager Aaron D'Souza 0401 434 929 | aaron@pharmacy.com.au for more information.

Q: Will this impact traffic to our website and potentially impact direct sales? 
A: Partnering with Pharmacy.com.au will provide suppliers with another avenue to market and sell products to consumers. If consumers are already accessing product information on a supplier webpage, then partnering with Pharmacy.com.au will re-direct them, via a Buy Local | Click and Collect button, to the Pharmacy.com.au platform that is branded, features their products, facilitates online sales and Click & Collect or delivery collection options.
Suppliers who aren’t providing customers with an online shop facility can now partner with Pharmacy.com.au and utilise our national community pharmacy network to increase sales and expand their customer base.

Want to know more?

CLICK HERE: PHARMACY CLICK AND COLLECT PORTAL LOG IN
If you have a question, query or simply want more information, please contact our team 
via email on info@pharmacy.com.au