COVID-19 Shipping Update
Despite the impact of COVID-19 in Australia, we are still able to deliver your orders. To ensure the health and safety of our patients and the delivery employees, we have had to make some important changes to the delivery process.
Over the past months, we have had to review our shipping costs and logistic suppliers due to the increase in shipping costs and delayed shipping timeframes from COVID-19. In the short term, we have had to increase our flat shipping rate from $20 to $25 for all shipments, and no longer offer a complimentary shipping option. We will continue to review the issue and investigate other options so we can reduce these costs and pass on the savings. We thank you for your understanding during these unprecedented times.
Delivery Without Signature
As of Tuesday the 24 March 2020 all orders will be delivered without a signature. This is to create a safe physical distance between our patients and the delivery employees. Your package will be left in a safe place at your shipping address, if this cannot be done, it will be taken to the local post office/collection centre for you. For updates on the location of your package please see your tracking number.
Due to COVID-19 our transit companies are having delays of 3-4 days from dispatch. In response to this we have now changed the shipping dates from the pharmacy to Monday, Tuesday and Wednesday only, to ensure all parcels reach their destination within a timely manner. Please expect slight delays and call 1300 100 460 if you have any questions or concerns.
Please do not be concerned if there are slight delays in delivery, and rest assured that your medication has been packed accordingly to cater for a possible extended travel time. Ageing Solutions appreciates your understanding and consideration towards our delivery partners during this challenging time.
Shipping & Delivery Information
All orders are charged a flat postage fee of $25.
Once your order is confirmed and prescribed by one of our physicians, our compounding pharmacy will dispatch the package within 1-2 business days of receiving the scripts.
Due to delays caused by COVID-19, once dispatched, our courier delivery times are approximately 2-5 business days. This will vary depending on your location as well as the current situation.
The times given on this page are only a guideline. Please use the tracking number provided to your email to stay aware of the delivery timeline. Once the order is dispatched it is no longer Ageing Solutions’ responsibility.
We use the couriers Australia Post and TNT for delivery. They will provide you with a tracking number. Please use the tracking number provided to your email to stay aware of the delivery timeline. Once the order is dispatched it is no longer Ageing Solutions’ responsibility.
Depending on the contents on your order, it may be shipped from our warehouse or our compounding pharmacy. Some orders may come split into multiple packages depending on stock availability. Please do not be alarmed if your package appears to be missing some items. All shipments will have a separate tracking number so please use these to track the delivery progress. If you have received all your deliveries and are still missing items then please contact customer service.
Medication with specific storage requirements will be packaged accordingly. It is, however, important for the safety and efficacy of your medication that you store it according to the instructions provided in the package as soon as possible. Once your product has been delivered to your address, you are responsible for these goods. Ageing Solutions is not responsible should your product break, be stored incorrectly, or not used within the expiry date.
We are unable to ship orders to PO boxes at this stage. We apologise for the inconvenience. An alternative address will need to be supplied until further notice.
We are only able to ship orders within Australia and New Zealand. Delivery times to New Zealand are usually within 5-10 business days. These Delivery times to New Zealand addresses may vary due to the COVID-19 pandemic. Please ensure you keep track of your parcel with the tracking number provided to you via email.
Once the order is dispatched it is no longer Ageing Solutions’ responsibility.
Refund & Returns Policy
Many of our products are compounded prescription medications. According to Australian health regulations, once the products have left the pharmacy (even if they are unopened) they are no longer considered to be in saleable condition. Therefore for safety reasons we are unable to offer refunds or exchanges any products that have left the pharmacy.
If for any reason you need to cancel your recent order, please contact us as soon as possible on 1300 100 490. If the order has already been compounded or dispatched by the pharmacy, the order unfortunately cannot be cancelled.
Missing or Faulty Products
We endeavour at all times to ensure that your goods are packed securely and we ensure that they are always dispatched correctly. However, In the unlikely event that your order is incorrect, faulty or missing an item please contact us. Please provide a complete detailed description of what has occurred, photo of the package (if applicable), along with your order number, name and best contact details. We will make it a priority to rectify the issue as soon as possible.
Lost or Damaged Products
Ageing Solutions is not responsible for your package once it leaves the compounding pharmacy or our warehouse. In accordance with Australian consumer rights, all risk of loss or damage to goods passes to the consumer once the package has been dispatched. When goods are in transit, the responsibility falls to the courier company.
We endeavour at all times to ensure that your goods are packed securely and we ensure that they are always dispatched undamaged. In the unlikely event that your order is damaged or lost in transit please call us on 1300 100 490. Please provide a complete detailed description of what has occurred, photo of the damaged product (if applicable), along with your order number, name and best contact details. We will make it a priority to rectify the issue as soon as possible.
Ageing Solutions will not be responsible for issuing a refund or covering any loss or damage and you will also need to report to the courier company as soon as possible to lodge your complaint. Ageing Solutions will help in any way possible to ensure that you have all appropriate documents required to substantiate your claim.
Right to Refuse a Patient
Ageing Solutions physicians have the right to refuse to prescribe to any patient. This could be for any reason deemed by the prescribing physician including any contraindication with other medication or if they deem it unsafe for any reason. In cases where the physician decides against prescribing, you will receive a 100% refund on that medication and will be eligible to also receive a full refund of your entire order. In the event of this, a member of our customer service team will contact you.
Ageing Solutions does not tolerate hostile customers who threaten or harass staff members in any way. If a patient is deemed by Ageing Solutions to have committed harassment in any way, we reserve the right to cancel the order and/or issue a refund, and pursue legal action.
Sale of Products
Under Australian law, to be eligible to be prescribed and purchase products from Ageing Solutions, you must first register and complete our confidential medical questionnaire to become a patient. To order you must be over 18, the owner of a valid debit or credit card, be the purchaser of the goods and have on record a valid prescription from one of our registered physicians (which we will provide included in the price of the goods).
Once your product has been delivered to your address, you are responsible for these goods. Ageing Solutions is not responsible should your product break, be stored incorrectly, or not used within the expiry date.
By registering with us at Ageing Solutions, you agree to provide the most truthful and up to date information. If you choose to falsify any personal information (including your identity) on your account you are committing fraud and can be subject to legal action.
Availability & Price Disclaimer
Products that are available on our site are subject to availability. We reserve the right to adjust price or availability without notice.