HOW TO ORDER

(1) Over The Counter Products (OTC)

OTC Products do not require a prescription and can be ordered at any time. You can order these products by any method described below:

• Internet order via our secure online shop. You will be required to sign into our members restricted area to place an order if you have not already done so.
  
• By phone, fax or email.  You can call us and speek to one of our reception staff to arrange any orders. Alternatively you can fax or email us your order, however please include your full name, delivery address, contact phone number, a list of the products you require and your payment option. 
  

Payment Options: We accept VISA, Mastercard, cheque, money order and direct deposit (contact us for details).

If you contact us we can further guide you to the suitability of these products for your individual needs. If you have any allergies or intollerances refer to the special requirements section below. Alternatively you can contact us to check the possibility  of having something totally new compounded just for you.

Please note no OTC products will be compounded until an order has been received as all compounded products are tailor made.

(2) Prescription Products

Legally these products require a valid doctors prescription for supply. Once your doctor has written you a prescription you can do either of the following:

• Fax the prescription through to us on our fax number and then give us a call to ensure that we received it as well as to confirm that your details are correct such as postal address, etc. We can then inform you of the price and arrange payment.  Alternatively you can just fax us a copy of your prescription including your delivery address, contact phone number, credit card number and expiry date and state clearly what you intend to order and the quantity required and we will arrange the rest for you. Both methods will require you to send the original prescription to us by post at a later date as we will require it by law. This method is preferable if you require your medication immediately. Post prescriptions to:

• Post us the prescription to the address above along with your details such as delivery address, contact phone number and payment option and will will do the rest. This is a good option if you are not in a hurry.
  
• Internet orders via our online shop are available however you can only supply  us with your details and payment option as legally we are unable to process prescription orders via the internet until we recieve a copy of a valid doctors prescription by mail or by fax (supplying original at a later date by post).
  
• In person - Patients are also welcome to visit our clinic in person to collect your medication. Remember to email, fax or phone us 24 hours before collecting your prescription so we can have enough time to prepare it for you. Our clinic address is Shop 13 Martin St, Ballina, NSW, 2478.
  

If you have any special requirements, allergies or intollerances see special requirements below for details.

Please Note:

• No medication will be compounded for you until a copy of your prescription has been received.
• Our pharmacy will hold any repeats the doctor has ordered for you on our files. When you start to run low of your medication you can reorder the next repeat by phone, fax, internet or e-mail.
• Once all repeats have been used a new prescription will be required, by law, for any further orders. The label on your dispensed prescription will indicate the number of repeats remaining on our files. Once it indicates “nil repeats” it is time to arrange another prescription with your doctor. Any new prescriptions may be sent to us where it will be kept on file until we are instructed to make up the next order.

Please refer to our conditions of sale for details. Any personal information collected by us will remain strictly confidential as per our privacy policy.

Special Requirements

When ordering any compounded product it is important that you specify any allergies or intollerances so we can make your medication to suite. On special request we can make:

• Lactose Free Capsules - we can use lactose free fillers such as methylcellulose, Vitamin C, rice flour, etc, on request.
  
• Vegetable Capsules - "vege" capsules are available for those who chose not to use gelatin capsules.
• Flavouring - troches made in our laboratory are flavoured using only natural oil extracts. You can chose from pepermint, spearmint, lemon or orange flavours. Please specify which you prefer.
• Troche/lozenge Base - we recommend the gelatin soft troche base however the hard PEG base is also available. Please specify which you prefer.
• Cream Dispensers - Hormone creams are supplied in either a cosmetic cream jar with a 1ml spoon used to measure the dose or alternatively in an airless pump dispenser which is quicker, more convenient, less mess and requires no measuring spoon. This pump has an additional $5 charge. Please specify which you prefer when ordering.

An extra charge may apply to compensate for alternative more expensive ingredients.

SHIPPING TIMES AND INFORMATION

Once your order has been placed your medication will then be compounded for you. The compounding process may take from 24 to 48 hours depending on how busy we are. Once your order has been made up it will then be sent out to you via either of the methods described below. Therefore with preparation and shipping time combined it may take 2 to 4 working days for you to receive your order depending on your chosen shipping method. Shipping methods include:

(1) Express Post - This is an overnight service only within the Australia Post overnight network. All areas outside this network usually will take two days or up to four days for WA and remote areas. Orders below 500g may be sent via express post.

(2) TNT Couriers - This is a more efficient service compared to Australia Post. Its overnight network is far greater and remote areas outside this network usually only take an extra day. These include remote areas, WA and NT. In addition to a faster service TNT also offers a more complete tracking service whereby we can determine exactly where you parcel is at any time thus adding greater security to your order. You will be emailed a consignment number for your order so you can track its progress on TNT's website. In spite of this if you still require insurance for your order please contact us for a price. Any order over 500g in weight will also automatically be sent via courier.

Shipping Insurance

Although the postal service/couriers have never lost an order in transit if you prefer to insure your order for peace of mind please let us know so we can arrange it for you (extra charge applies) as we do not take any responsibility for lost orders due to their error.