Order Enquiries
Is my order confidential?
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.
Can I put my families’ patient profiles on my account?
Yes. Registered Users can create as many patient profiles they require for people they have consent (from such patient) to 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.
Can I order over the phone?
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.
How do I cancel an order?
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.
How can I track the progress of my order?
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.
What happens if I don’t receive my confirmation email for my order?
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.
How can I change my address on my order?
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.
What do I do if something from my order is received damaged/missing/or not as ordered?
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.
How can I get a copy of my Tax Invoice?
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.
Can I refund/exchange products I’ve ordered online?
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.
How will my order be packed?
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.
How can I ensure my parcel is left at my premises without a signature required?
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.
Payment
How can I pay for my order?
Chemist Warehouse Online accepts payments via:
- AliPay
- Visa or MasterCard
- Visa Checkout
- WeChat
- Zip
- Online EFTPOS
- Afterpay
If I use a credit card to purchase my items can anyone else obtain my credit card details?
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.
Can I use a gift card/voucher to pay for my order?
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.
How long will it take for my refund to be processed?
Refunds may take up to 5 business days to be visible in your bank account.
How do I make a purchase with Zip?
Zip allows you to pay only 25% of your purchase today and have your goods shipped straight away, and pay the rest over 3 fortnightly interest free payments. You can create a Zip account in minutes when checking out at chemistwarehouse.co.nz by selecting Zip as a payment method. For more information on Zip and full terms and conditions see www.zip.co/nz.