Amcal Avenues Pharmacy Help

Ordering Questions

Delivery & Shipping Questions

Ordering Answers

Who is Amcal Avenues Pharmacy?

The Amcal Avenues Pharmacy and Amcal Norwood Pharmacy are family run Adelaide chemists owned and operated by Ray Ravalico and his son Daniel Ravalico. Ray has owned and operated the Avenues Pharmacy for 25 years and is well known in the local community. Our Online Chemist shop Amcal Avenues has been launched to provide our competitive prices along with our high quality customer service to all our customers. We have qualified Pharmacists and a Naturopath available to answer any medical queries either by email pharmacist or naturopath or call 1300 131 061 (weekdays 8.30 to 5.00 AEST). We operate under the same strict Australian Laws and Standards as other retail chemists throughout Australia. We are an accredited Pharmacy with a Certificate of Accreditation issued under the Quality Care Pharmacy Program. All the products offered for sale on our website have been approved for sale by the relevant authorities and we are confident of the products we sell. Should there be any dissatisfaction with any of the products you have purchased you can return the purchases within 30 days and get your purchase price back. We appreciate your custom and aim to continually improve the services we provide our customers. We welcome any feedback regarding our website, products or service provided, please send us an email.

How do I order online?

We aim to make your online shopping experience easy, convenient and fast. You can find products in the following ways:

1. Use our search facility, this is located at the top right of every page.
2. Browse through our departments, these are located on every page and use drop down menus to make your search quicker and easier with less clicks required.
3. Shop by brand. This is located on our home page and lists the majority of brands featured on our website.
4. New releases. Seen or heard of a new product? This area features products recently added to our website.
5. Can't find what you are looking for? Call us on 1300 131 061 and we can try and source the product for you.

Once you have found the product/s you are after, select your quantity and if relevant, the option, then click the 'add to cart' button. Your purchase will be added to your shopping cart, located on the right hand side of every page of our website. Once you have finished shopping either select 'view cart', where you can add/edit/delete products and calculate postage costs, or 'checkout'.

From the checkout page you can select to log-in if you are an existing member, join our online club, or continue without joining. View the benefits of joining our online club here. Then simply complete your name and address and contact details. You can select other options e.g. postage options, gift wrap and insurance (for overseas items).

You then check and confirm your order. To pay for your purchase select the payment option you require. We currently offer the following:
" Credit card payment - we accept VISA, Mastercard, AMEX and Diners.
" Bank deposit - we can accept payment directly into our bank account. Please enter your full name and order number (this will be provided once you have completed your order).
" Cash - this option is for personal shoppers only. You will need to collect and pay for your order in-store.

How do I order prescription items?

We can only dispense prescription medicine on receipt of your original prescription issued by an Australian registered medical practitioner. We cannot:

• Dispense faxed prescriptions; the State Pharmacy Act requires us to have the original prescription before the pharmacist can dispense any script.
• Dispense any item which has to be refrigerated. For example, all vaccines and injections including insulin, can only be dispensed for personal shoppers only.
• Dispense Narcotic prescriptions: The State Pharmacy Act regulations allow us only to dispense prescriptions written by S.A. doctors for whom we know the patients and doctor. We can do these for personal shoppers known to us.

How to Order (Australian Orders Only)

Use the A-Z listing to search for your prescription item, or enter the drug name into the search box.

Select the type of prescription and click add to cart. Private and PBS prices are available to the general public, choose which price best suits you. Concession and Safety Net require that you have the appropriate Concession or Safety Net cards. Fill in a "Patient Prescription Registration Form" for each patient you require prescriptions to be dispensed. Print the form(s). This only needs to be done once per patient.

If you have a current entitlement card make a photocopy of it.

Mail all of the above using our Reply Paid address, there is no need to include a stamp.

Amcal Avenues Pharmacy
Reply Paid 119
STEPNEY SA 5069

PRESCRIPTION CATEGORIES:

Different people will be eligible for different pricing, as well there being private prescriptions not subsidised by the government, but you may be eligible for private health fund rebates.

Prescription costs depend on any entitlements you may be eligible for, so please ensure you provide us with all the appropriate details in the "Patient Prescription Registration Form".

Private:
Your doctor might prescribe a medicine that isn't listed on the PBS or isn't available on the PBS for your condition - sometimes called a 'private prescription'. Your doctor will indicate this on your prescription and you will need to pay the full price for the medicine at the pharmacy. The cost of non PBS prescriptions do not count towards your Safety Net threshold.

There is no government subsidy for Private Prescriptions. If you have Private Health cover including Pharmaceutical you may be eligible for a rebate. We will issue the appropriate receipt based on the information supplied to us. You may be eligible for private health fund rebates depending on the level of cover you have. We will always issue receipts for these medications so you may be able to claim your rebates.

PBS:
Many types of medicine cost more than the price you pay - some cost hundreds of dollars. Through the PBS, the Australian Government subsidises the cost of a wide range of prescription medicines. All Australian residents and eligible overseas visitors have access to affordable medicines through the PBS.

You can ask your doctor to prescribe a less expensive brand or your pharmacist may be able to supply a less expensive or generic brand of your prescribed medicine. Less expensive or generic brands are just as good as expensive or more commonly known brands, as they have the same active ingredients, While they might look different, less expensive or generic brands have met the Therapeutic Goods Administration's high standards of quality, safety and effectiveness.

CONCESSION:
These entitlement cards include Pensioners, Health Care Cards, Veteran Affairs Cards, and CN cards (safety net card). The medications included here are the same as for the PBS except that an extra list exists for Veteran Affairs card holders.

RPBS:

The Repatriation Pharmaceutical Benefits Scheme (RPBS) give eligible veterans, war widows/widowers and their dependents access to the PBS and additional medicines.

SAFETY NET:
The Safety Net financially protects you and your family if you require large amounts of medications in any one calendar year. Once you reach the threshold set by the government, this system then allows you to be entitled to further medication for that calendar year at a reduced rate or at no cost at all. If you have exceeded the Safety Net threshold you may be entitled to a refund. For more information call the PBS Information Line on 1800 020 613

A PBS Safety Net family is:

• a couple legally married and not separated or a couple in a de facto relationship with or without dependent children.
• a single person with dependent children

Note: a dependent child is someone under 16 years or a full-time student under 25 years attending school, college or university, who you wholly or substantially support financially.

Early Supply of Medicine (20 Day Rule)

To keep the PBS affordable for everyone, PBS prescriptions should not be filled earlier than you need them. Under the Safety Net 20 day rule, an early repeat supply is one made within 20 days after a previous supply of the same medicine. If you need an early repeat supply, the Safety Net 20 day rule means for some PBS medicines, the supply will not count towards your Safety Net threshold. If you have already reached your Safety Net threshold, you will be charged your usual PBS contribution instead of the reduced Safety Net amount.

General Patients:
To be eligible you must keep an accurate total of your NHS prescription expenditure from all the pharmacies you frequent (including hospitals). Once you, with any of your dependents, have reached an expenditure of *$1363.30 then your pharmacist will issue you with a SN Card entitling you to any further medication for that calendar year at a reduced rate of *$5.80.

Concession Card Holders (pension, health care, & veteran affairs).
Once you with any of your dependents have reached a total expenditure of *$348.00 then your pharmacist will issue you with a SN Card which will entitle you to free medication for the remainder of that calendar year.

*These figures are adjusted annually and do not include a surcharge for the more expensive alternative brands/medicines.

For further information about the Pharmaceutical Benefits Scheme:

Phone: 1800 020 613
E-mail: pbs@medicareaustralia.gov.au
Internet site: http://www.medicareaustralia.gov.au/

What payment options are there?

Credit Card Payments

We accept VISA, Mastercard, AMEX and Diners. Credit card payments are accepted through a secure server and are deleted from the server once your order has been shipped.

Direct Deposit

You can transfer funds to our bank account:

Account name: Ezi-Chem Pty Ltd
Bank: Bank SA, St Peters
BSB 105-034
Account Number 059458040

Please send an email when the funds are transferred. Please include your name and order number if possible.

Cash/Cheque

Cash payments are accepted in-store only. Please do not send cash through the post.  If paying by cheque please contact us on 1300 131 061. Cheques are to be made payable to Ezichem Pty Ltd. Cheques will need to clear before your order is shipped,

Can I order from overseas?

We can ship to most countries. We strongly recommend insuring your parcel. In the event of a package being lost in transit an insured parcel can be easily traced and if lost a full refund will be provided. We cannot take responsibility for uninsured parcels lost in transit as this circumstance is beyond our control and as such a refund will not be forthcoming. Amcal Avenues Pharmacy cannot take responsibility for parcels seized by customs. It is the customers' responsibility check which products are not allowed entry into their country. Some countries may seize pharmacy products such as vitamins supplements and pharmacy medicines. Again Amcal Avenues Pharmacy cannot take responsibility for parcels seized by customs as this is a circumstance beyond our control and a refund will not be forthcoming. If the package is returned to us we will refund the cost of goods only. Please note that relevant custom duties or taxes that may be incurred and charged when shipped overseas are the responsibility of the customer.

What is the Amcal Avenues Pharmacy Online Club?

Click here to join our Online Club

Amcal Avenues Online Pharmacy is dedicated to your total wellbeing. We take an holistic approach to you and your family's health. Amcal Avenues Online Pharmacy is here to help your family stay healthy and happy for Life. You will get more out of life when you buy from Amcal Avenues Online Pharmacy. So please JOIN US - membership is FREE and the advantages are great!

The benefits are with you for Life

Joining our Online Club not only saves you money but also makes ordering online simple. After joining our Online Club you will receive an email confirming your email address and password. Use these to log-on each time to want to order. Then just log-on, select your products and your details are already completed. You can change your membership details anytime online, simply log-in and select "Edit Membership Details".

Free Rewards

Our Online Club offers you great ways to save money. You will receive 5 points for every dollar spent, which can be redeemed any time. One point is worth one cent at redemption. Reward points cannot be redeemed for prescription items or postage costs. When you log in you will see how many points you have. You will have the option to redeem these when placing your order.

Other Benefits

As a member of our Online Club, you will receive exclusive offers, via email, that won't be available to the general public. Our online Advice Library contains topics of relevance to you and your family. If you cannot find the information you require or need more information you can contact our experts, just complete our "Email an Expert" form available on every page.

We will keep you up to date with the latest developments in health products and treatments, including innovative and alternative ways to enhance you and your family's wellbeing. We will also advise you of exclusive offers and reward opportunities, including bonus offers, competitions and promotions. To help us give you the information you need, please tick the topics on the application form that you'd like to see covered.

Amcal Club Card

When joining you can select to have an Amcal Club card issued to you. This can be used in any Amcal store Australia Wide (only available to Australian residents), and will earn points separate to our Online Club. Points earned with your Amcal Club Card can only be redeemed in-store.

Is the Amcal Avenues Website Secure?

Yes. The Amcal Avenues Pharmacy website uses secure servers to protect your personal information, including your name, address, and credit card information. We use the Stronghold secure server, currently the second best-selling secure server software, and in our opinion, the best product technically. It supports industry-standard 128-bit SSL encryption.

When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form and not decoded until we receive it. For added security, we also encrypt the credit card number when it is stored on disk, and when we forward it to the merchant.
Shopping online is actually considered fairly low-risk. According to CNN, "The prevalent opinion...is that on-line credit card use is actually no riskier for consumers than traditional "low-tech" transactions." You should feel as safe as you would using a credit card in a store or restaurant, if not more so.

What does Amcal Avenues Pharmacy do with my personal information?

We keep your registration information on file in order to maintain your custom preferences throughout the website.

Full details about how your registration information is stored, used and protected and also how to edit or delete this information, click here to see the Amcal Avenues Pharmacy Privacy Policy.

What happens to my credit card number?

Your credit card details are captured on our secure server and your payment will be processed when your order is ready to ship.

Once your order has been shipped your credit card details are deleted from our secure server. We never keep credit card details on file.

Can I cancel my order?

If you wish to cancel a confirmed order to Amcal Avenues Pharmacy, please contact one of our customer service staff immediately on Freecall 1300 131 061 (in Australia) or email orders@avenuespharmacy.com.au.

At Amcal Avenues Pharmacy we process orders quickly, so please contact customer service as soon as possible if you want to make changes.

Please note that once an order has left our shop, it cannot be cancelled, however you can return it if you wish (we can only refund purchase price not shipping costs).

What kind of Products can I order?

All products found instore can be ordered online, except for dangerous goods which cannot be shipped via air.  Products containing codeine and prescription items cannot be shipped overseas.  All products available on our web site have been approved for sale within Australia and have been approved by the TGA (Therapeutic Goods Administration).  Should you be unable to find a product on our site please call us on 1300 131 061 or email us and we will try and source it for you.  Al our product are genuine, we never stock 'fake' or 'copy' brand name products.  All products, where applicable, are sold in original packaging.

Delivery & Shipping Answers

What are the shipping costs?

Shipping costs vary according to the weight of the items being sent, as well as the country of destination. For overseas customers, we strongly recommend checking local import restrictions before placing your order.

Shipping rates are based on packaged weight. All prices are in Australian Dollars.

* Please note - Australia Post will not ship packages above 20kg. If your order is over 20kg, we will contact you to arrange alternate shipping.

• Australian Shipping
• New Zealand Freight Rates
• Asia Pacific Region Freight Rates
• Other Worldwide Freight Rates

Australian Shipping

Deliveries within Australia are carried out by Australia Post. A signature will be required at the time of delivery. If no-one is home Australia Post will leave a card to let you know from which Post Office the parcel can be collected.

You can choose to have your order sent by Standard or ExpressPost. Standard Post usually takes 2-3 days whilst Express Post should arrive the next day for most destinations (please check with your local post office if unsure). All costs are based on Australia Post charges applicable for each state.

Bulky items over 1.5kg may need to be quoted separately as Australia Post charges per cubic size as well as weight. We will contact you if the shipping costs need to be adjusted. Please provide daytime contact number when ordering.

We will contact you if Express Post is selected and the packed weight is over 5kg, the products do not fit an Express Post bag, or if the products are not suitable for shipping in an Express Post bag (e.g., liquid in glass containers). Express Post Parcel charges will then apply.

Please note: ExpressPost is only available to existing customers.

Australian Standard Postage Charges

* For some postcodes in remote regions within WA and NT, there may be extra postage charges.
We will contact you regarding any extra costs incurred. Please provide daytime contact number when ordering.

Express Post Charges

** We will contact you regarding cost before processing payment. Please provide daytime contact number when ordering.

Back to shipping

New Zealand Shipping

Shipping rates are based on packaged weight.
Airmail will take 3-4 days to get delivered.

Back to shipping

Asia Pacific Shipping

This includes the following countries:
Brunei, China, Fiji, Guam, Hong Kong, Indonesia, Japan, South Korea, Malaysia, New Caledonia, Papua New Guinea, Philippines, Singapore, Solomon Islands, Sri Lanka, Taiwan, Thailand, Vietnam.

Airmail will take 7-10 days to get delivered.

Back to shipping

Rest of theWorld Shipping

This includes the following countries:
Austria, Argentina, Belgium, Brazil, Canada, Chile, Denmark, Finland, France, Germany, Greece, Ireland, Israel, Italy, Malta, Netherlands, Norway, Peru, Poland, South Africa, Spain, Sweden, Switzerland, Turkey, United Kingdom, USA.

Airmail will take 7-10 days to get delivered.

Can I insure my order?

Australian Deliveries

All our parcels are sent Registered Post or Express Post so there is no need for insurance.

Deliveries Outside of Australia

Insurance is recommended for all deliveries outside Australia, however it is not available to all countries. To check if insurance is available visit the Australia Post website (http://auspost.com.au/internationalpost/tasks/send_parcel/insured/index.html).

Insurance Costs

Insurance will be arranged through Australia Post.

How do I track my order?

Within Australia

Deliveries within Australia are carried out by Australia Post. A signature will be required at the time of delivery. If no-one is home Australia Post will leave a card to let you know from which Post Office the parcel can be collected. If you do not receive your order or notification, please contact us and we can trace your parcel for you via Australia Post.

If you have selected Express Post and it does not arrive when expected please contact us and we can initiate a trace through Australia Post.

Overseas

A tracking code is included for all overseas insured orders. If your order does not arrive in a timely manner please contact us and we will initiate a trace through Australia Post.

For uninsured overseas orders Australia Post will not initiate a trace until at least 12 weeks have elapsed as the parcel may have gone via sea mail in error. If the parcel has not arrived after this time we can initiate a trace through Australia Post.

Contact

You can contact us via email or telephone 1300 131 061(freecall within Australia)
or +61 8 8363 9456 outside Australia.

What happens if my order doesn't arrive?

When you make a purchase on the Amcal Avenues Pharmacy Website, you are placing an order directly with us.

You should receive email confirmation for each order soon after placing your order. If you do not receive this please check your spam folder or contact us as your email address may have been input incorrectly. The email should include contact information for all inquiries about your order.

If you don't receive your order in a timely manner please contact us on 1300 131 061 and we will initiate a trace of your order through Australia Post.

Can I return my order?

We are confident of the products we sell. Should there be any dissatisfaction with any of the products you have purchased you can return the purchases within 30 days and get your purchase price back, no questions asked. We only require that the product be returned in original condition and packaging, with all accessories, along with your receipt. Please contact us prior to returning the product.

Please return the product(s) to:*

Amcal Avenues Pharmacy Returns
C/- Amcal Avenues Pharmacy
Reply Paid 119
PO Box 119
STEPNEY SA 5069
Australia

Telephone (in Australia) 1300 131 061
Telephone (International) +61 8 8363 9456
Email orders@avenuespharmacy.com.au

* Please note - Please be sure to carefully package returned goods sent back to us in the post.

International Returns

Purchasing internationally is no different to purchasing in Australia. Should you wish to return a purchase you've made from Amcal Avenues Online Pharmacy, please contact Customer Service at your earliest convenience on +61 8 8362 5757 or email us.

We will refund the purchase price if you contact us within 30 days or if the product is faulty.

Goods damged prior to or during delivery

If your purchase was damaged when you received it, we'll send you an undamaged one freight free. You will need to return the damaged product to us so that we can assess it.

Refunds

As we do not store your credit card information, should we need to refund your credit card we will contact you for your credit card details. Refunds will be processed as soon as possible, however they may not be credited your credit card account for some days after the transaction.