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Chemist Warehouse – Stop Paying Too Much!
DELIVERY

Chemist Warehouse will dispatch most orders within 1-2 business days Monday to Friday assuming all items are in stock. All other orders will be dispatched as quickly as possible thereafter.

Delivery times are reliant upon normal Courier Post delivery times and vary depending on where you live. Please allow 1-3 working days from the date of the order being shipped.

  • • For North Island addresses our delivery time frame is 1-2 business days.
  • • For South Island addresses our delivery time frame is 2-3 business days.
  • • For rural addresses or deliveries containing dangerous goods such as fragrances our delivery time frame is 2-3 business days.

For more accurate delivery timeframes please visit our Shipping link at the bottom of the page.

Delivery times are an estimate only.

Orders OVER $50 = Free Shipping (New Zealand only)

Orders UNDER $50 = $5.99 for shipping (New Zealand only)

You will see the cost of your shipping in the cart after the destination has been selected which is automatically calculated.

During the fulfillment stage, the status of your order will be updated in your account. After your order has been dispatched, an email will be sent to you with a link to track your order via Courier Post.

In the event your order has not arrived within the estimated delivery date provided by Courier Post, please contact our Customer Service Team here to follow up with Courier Post directly.

Chemist Warehouse uses registered mail through Courier Post to deliver all parcels. In the event you are not at home to receive the parcel, a card will be left detailing the nearest Courier Post outlet where the parcel can be collected.

If your parcel has been redirected to the post office this will also show on your tracking number as ‘awaiting collection’ at the nominated post office where it will remain for approximately 7-14 days.

You can add items into your cart as normal and proceed to the checkout. Whilst in the secure checkout under the ‘Contact Details’ underneath the address section there is a box preselected “ship to the same address” if you unselect this option you will be provided with additional space to fill in an alternative address, fill in the details and continue as normal.

If you would like to permanently change your address on your account please contact our Customer Service Team here and they will alter it.

Please note that once your order has been dispatched we are unable to alter the address details.

Whilst in the secure checkout in the delivery method section you can select the option “Parcel to be left at the premises if no one is available to accept it”.

Courier Post will leave the parcel out of street view and out of the weather. If these conditions cannot be met, your order will be carded to the closest local Courier Post outlet.

PAYMENT

Chemist Warehouse Online accepts payments via:

  • PayPal
  • AliPay
  • Visa or MasterCard
  • Visa Checkout
  • WeChat

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.

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.

Refunds may take up to 5 business days to be visible in your bank account.

ORDER ENQUIRIES

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.

Yes. Registered Users can create as many patient profiles they require for people they may 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

PRODUCTS AND CATALOGUE

The above message means our Distribution Center is currently out of stock of the item and it cannot be ordered online at this time.If you have a local store, please contact them directly to query if they have the stock available.Alternatively you can contact our Customer Service team here and we will endeavor to locate the stock for you in our stores.

All orders must be paid in full before Chemist Warehouse will process them. Chemist Warehouse stocks in store around 90% of products ordered and orders any other products.

The Distribution Centre that is responsible for your order may not always have every item listed on your order in stock. In this instance we will send you an out of stock notification providing you with options on how to proceed with your order.

In some cases suppliers may discontinue stock of a product, Chemist Warehouse are not always informed until after an order has been placed. We are currently developing new systems to limit this problem. In these cases, the item is cancelled from the order and a refund is given via the payment method used when placing your order.

No, fragrances cannot be returned or exchanged in line with our Returns Policy so please choose carefully.

No, Due to health Regulations and in line with our Returns Policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises.

We always want to make sure that our customers have absolute confidence in every product they purchase.

This is especially the case in medicines, vitamins and many other healthcare products.

It is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling.

We state in store and on our receipts “Medicines, baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations.”

This policy exists to protect customers.

We take care to stock all items inside each Chemist Warehouse catalogue on the Chemist Warehouse website.

Unfortunately some items are too bulky, have limited availability or unsafe to send through the post.

Therefore we avoid listing them as not to disappoint customers who won't be able to receive them.

Please note, not all promotions and gift with purchases are available online and can only be obtained in store.

A majority of products on the Chemist Warehouse website are kept at Chemist Warehouse stores and this can vary from store to store.

Products that are only available on the website will state this in their product description.

Not all products available in Chemist Warehouse stores can be supplied through the website. Products that are stored in the fridge and heavy or bulky items cannot always be supplied via the website.

In most cases the prices are the same but they can vary on some items e.g. promotions and 2 for offers.

Please check with your local Chemist Warehouse store on the price and availability of products.

At Chemist Warehouse if you find a cheaper price on the same item at another New Zealand Registered Pharmacy or New Zealand Registered Retailer we will match it and give you 10% off the difference.

The price matching policy is limited to the retail limit applicable or a maximum quantity of three of each product.

In Store:
If you would like to price match in store, please bring a catalogue from the other retailer containing valid proof of their price. The discount will take place during the time you purchase the product in store and our staff may choose to contact the competitor to verify their price before granting the price match.

Online:
If you would like to price match online, please send us a direct link of the product on the competitors’ website it is being advertised on and your order number. Please note we require notification of your price match request within 24 hours of placing an order with us.

You will need to pay for your order in full, however after your price match has been approved you will receive a refund for the matched price.

Exclusions:
Our price matching policy excludes international orders and offers that are exclusively online.This policy cannot be applied to products at the other company if they are:

  • • out of stock
  • • short dated
  • • on clearance or discontinued
  • • A part of a promotional offer e.g. buy one get one free

**Chemist Warehouse reserves the right to deny any price matching claims if they do not meet the above criteria.**

Our policy is to supply products with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages.

As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months’ supply of any product.

Any orders in excess of 6 months’ supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates.

PRESCRIPTIONS & PHARMACY ONLY MEDICATIONS

We don’t currently sell prescription and pharmacist only (restricted) medicines online, but we will do these in the future. Please visit find your nearest Chemist Warehouse store using our Store Locator here for these medicines.

Yes. We have Pharmacists available to speak at the following times:

Monday to Friday: 8.30am to 5:30pm

The phone number is 09 941 4909.

In store these products are kept in the Professional Service Area which is in view of the Pharmacist.

Online there is no Pharmacist present during the transaction; therefore we can only supply a limit of 1 per order.

This is in accordance with the New Zealand guidelines.

No. Due to health regulations and our standards, 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 and the efficiency cannot be guaranteed.

Chemist Warehouse's prime objective is to ensure the safety of the patient in regards to the safe use of medications.

Chemist Warehouse staff reserve the right to refuse any orders it may deem to not fit this criteria, or of a nature that may be unsafe in its volumes or capacity for misuse. The sole discretion is that of the pharmacist in charge.

GENERAL

For online purchases Chemist Warehouse currently dispatches from Chemist Warehouse Glen Innes in Auckland. To purchase from one of our retail locations you can visit one of our Chemist Warehouse branches located throughout New Zealand. Please click on store locations for a full list of stores.

If you wish to change your online account information e.g. name, address please send these changes through to our Customer Service team here and they will update any information for you. Please note, your username cannot be changed.

As we have regular bi-monthly catalogues our prices change very regularly.

Please note, if you have placed items in your cart, these prices are subject to change in conjunction with our catalogue commencement and they are not held at the listed prices past this time.

As we are a retail company, we do not offer wholesale quantities in most cases.

An email can be sent through to our Customer Service team here for consideration of your request.

You can unsubscribe from our emailed correspondence by using the ‘unsubscribe’ option on our emails.

Alternatively, you can email our Customer Service team here with your email address and they will cease all email correspondence.

Chemist Warehouse is constantly expanding and endeavours to accommodate for areas with increased demand and bustling areas.

If you would like to bring a location to our attention an email request can be sent through to our Customer Service team here.

All products listed on our website that incur GST will have this listed on your Tax Invoice which is included within all parcels sent.

If you do not receive this Tax Invoice an email request can be sent through to our Customer Service team here.

Vouchers can be applied to online orders in the cart section. This is located under the products as ‘Got a voucher code? Add it here’. The total voucher amount will then be deducted and reflected in the total.

Please note, only one voucher can be used per order.

Our web server makes a record of your visit and logs the following information for statistical purposes - the user's server address, the user's top level domain name (e.g. .com, .gov, .co.nz, .nz etc.), the date and time of the visit to the site, the pages accessed and documents downloaded the referring site and the type of browser used.

No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the web server's logs.

Chemist Warehouse uses this information to improve our services and capabilities in operating our business for the consumer. We do not sell, provide, or allow our information to be viewed by any other person other than those employed by Chemist Warehouse. Chemist Warehouse will also forward order addresses onto Courier Post in order for the successful delivery of the parcel.

Chemist Warehouse requires email addresses for correspondence in regards to orders placed and registration of users. We do not use these emails for commercial use without prior consent.

Please advise our Customer Service team if you no longer wish to receive our emailed correspondence.

Yes, you must be able to accept session cookies for all functions on the Chemist Warehouse site to work.