Your Questions Answered
Frequently Asked Questions
ACPHARM compounding is a specialty pharmacy that can compound medication for patients that are unable to use commercially available products, or we can customise medication based on their specific needs. Whether you need your medication flavoured, put into a smaller capsule, changed into a liquid form for easier administration or a blend of vitamins combined into one dose, we are here to help!
Why can’t I get my medication straight away?
ACPHARM is not like retail pharmacies, all medications need to be prepared in our compound laboratory, and we do not have any products premade due to the customised nature of compounding.
What types of medication does ACPHARM compound/supply?
ACPHARM compounds a wide range of medication from Hormone replacement therapy, Natural desiccated thyroid extract, Veterinary compounding, children’s medication, women’s health medication, men’s health medication, pain management, vitamins, supplements and nutritional’s, skincare and prescription skincare, Hair loss treatments, PDT therapy, topical anaesthetics, LDN (low dose naltrexone), Melatonin, pessaries and suppositories, professional range skincare, discontinued medication and commercially unavailable medications.
What is your turn around time?
We have a 2-3 business day turnaround time from placing an order with us, in busy periods this can be extended to 3-5 business days. This time frame can vary depending on if we need to order an ingredient in from one of our suppliers. We will always keep you informed on any delays.
When should I expect my delivery?
We offer a few options for postage. For local customers, we offer $9.95 Aramex Local delivery which can take 2-5 business days from dispatch, and we also offer Australia post regular post for $12.95 which takes 2-7 business days from dispatch, or you can pay for express postage for $15.95 which takes 1-3 business days from dispatch. However, these delivery time frames are not always guaranteed, especially in peak periods. If you would like to follow up a delivery, please contact the delivery provider using your tracking number which is provided by SMS or Email upon the dispatch of your parcel.
Where are my prescriptions repeats?
We hold all repeats on file, unless the patient has requested for the repeats to be provided back to them. You can contact us 2 weeks prior to running out of your medication to order a repeat.
When does my scripts expire?
All S4 prescriptions have a 1-year expiry and S8 prescriptions have a 6-month expiry.
What are your opening hours?
We are open 8am-5pm Monday – Thursday and 8am – 12pm on Fridays. Closed over weekends, public holidays and a short period over Christmas.
How do I know how many repeats I have remaining?
Your medications dispense label will state you how many repeats the prescription has left, otherwise we provide you with an invoice each order which lists what prescriptions you have on file with ACPHARM and how many repeats they have remaining.
I received an e-script from my doctor, how do I send it to ACPHARM?
You have multiple options when forwarding ACPHARM a copy of your e-script received by your doctor.
1. If received via email, you can forward the email to admin@acpharm.com.au with your contact information.
2. If received via SMS, you can take a screenshot of the QR code and forward the image to us at admin@acpharm.com.au
3. Fill out our online form at: https://acpharm.com.au/order-script/
I would like a quote on a medication, how do I request a quote?
You can follow this link to request a quote from our team – https://acpharm.com.au/quote/
Why do I have to supply the original prescription to you, wont a photocopy suffice?
An original paper prescription is a legal document provided to you by your doctor to obtain medication. The Pharmacy dispensing your medication needs to receive the original signed paper prescription for dispensing, record keeping purposes, to confirm that is a lawful prescription and to ensure that the medication is not being dispensed at other pharmacies which could result in an oversupply of medication.
Why can’t I pay for my medication when I pick it up?
We require prepayment due to the customised nature of our medications. The medications we compound are specifically compounded to your requirements which means they cannot be re-sold if you decide you no longer want/need the medication.
How do I place an order for my medication?
We have a few options when it comes to placing orders, You can fill out our online form at https://acpharm.com.au/order-script/ , you can call us 07 5526 5422 if you would like to order a repeat, or you can email us a photo of your prescription with your contact details at admin@acpharm.com.au
Why can’t I pay when I drop off my script?
We need to quote your medication first, and have it dispensed to appear into out point of sale system. Once you drop in your prescription, our admin team will contact you to confirm your order/details and to organise payment via credit card or direct bank transfer.
My medication arrived warm; will it still be effective?
Unless the medication is required to be refrigerated, the medication will still be effective if it has been kept warm for a short period of time. Majority of the ingredients we use are not affected by heat. Upon receiving your medication, it should be stored in a room temperature environment, out of direct sunlight. If you have any concerns, please contact our team for further information.