Shipping Policy
Processing Time
All orders are typically shipped within 48 hours of the order being placed. However, if your order is awaiting the arrival of a specific ingredient or packaging component, dispatch may be slightly delayed. We will notify you promptly if this applies to your order. Delivery timeframes depend on the shipping method you select and the carrier’s current delivery schedule.
Processing Cut-off times:
· All orders placed before 3:00pm on Monday to Thursday & before 10am on Fridays are typically reviewed and processed by our admin team on the same day.
- These orders will be scheduled for compounding the following business day, subject to availability in our compounding schedule.
- If the schedule is full, your order will be compounded on the next available business day.
- Orders received after 3:00pm will be processed the next business day.
- Orders placed after 10:00am on Fridays will be processed on the following Monday.
- If your order is placed on or just before a public holiday, it will be processed on the next working day.
We’ll always notify you of any delays in processing or compounding due to order volume, ingredient availability, or public holidays.
Shipping Carriers
We use the following trusted carriers to deliver your order:
- $12.95 Australia Post Parcel Post (2-7 business days)
- $15.95 Australia Post Express Post (1-3 business days)
- $9.95 – Aramex Local Courier Service (Coolangatta to Ormeau | 1-5 business days)
- $19.95 StarTrack Express (Must be selected for S8 medications | 1-2 business days)
- $19.95 StarTrack Express Cold (all medications requiring refrigeration | 1-2 business days)
Once your order is dispatched, tracking information will be sent to you via SMS or Email.
Shipping Protection (Recommended)
You have the option to add Shipping Protection at checkout. This small, optional fee covers:
- Lost or stolen parcels
- Carrier-related delays
- Damage during transit
If Shipping Protection is not added, we cannot be held responsible for any shipping issues once your order has left our facility. For complete peace of mind, we strongly recommend selecting this option at checkout.
Delivery Delays:
While we do our best to ensure timely delivery, please note that delays caused by carriers (e.g., weather, peak periods) are outside our control and we cannot be held accountable for such delays.
Backorders
If an item in your order is on backorder, we will:
- send all products once the items on back order become available.
- If you choose to receive available items immediately, a second shipping fee will apply for the remaining items once they ship.
Returns & Refunds Policy
Customised Orders
All of our products are custom-made to meet your specific needs at the time of ordering. For this reason, we do not offer refunds.
Replacements for Faulty Items
If you receive a product that is faulty or damaged, we are happy to offer a replacement within 30 days of purchase. To be eligible:
- The item must be returned to us in its original condition
- The issue must be confirmed by our team upon inspection
Please note: Our products must be stored below 30°C (unless refrigeration is required then below 5°C and away from sunlight. As we cannot verify how items are stored after dispatch, replacements will only be issued for confirmed product or packaging faults reported within 30 days of purchase.
Returns Not Accepted For:
- Change of mind
- Incorrect product ordered
- Product not suited to your preferences or needs
- Over-ordering
- Product no longer required
Returns process:
If you believe your product is faulty or damaged, please follow these steps to request a replacement:
- Email us at admin@acpharm.com.au within 30 days of receiving your order.
- Include your medication type, when it was received and a detailed description of the issue.
- Attach clear photos showing the fault or damage to the product or packaging.
Our team will review your request and get back to you promptly with next steps, including instructions on how to return the item if a replacement is approved.