Zenith Pharmacy orders

1. What is your method of shipping and delivery?
To place an order Zenith Pharmacy, follow these steps:
  1. Visit the Zenith Pharmacy website.
  2. Browse the product catalogue and add the desired items to your cart.
  3. Review the items in your cart and make any necessary changes.
  4. For Click and Collect - select "Click and Collect" option for pick up at the Zenith Pharmacy store.
  5. Alternatively, enter your shipping information.
  6. select a payment method. (We accept VISA, Mastercard, Afterpay, PayPal and ZipPay)
  7. Review your order information and make sure everything is correct.
  8. Submit your order and wait for a confirmation.
You will receive an email from Zenith Pharmacy confirming your order.
2. Once I place my order, will I receive a confirmation of my order?
Yes, once you click on ‘Place order’, a confirmation email with your tracking number will be sent to the email address you have supplied during the checkout process.
3.  I didn’t receive my tracking number; what do I do?
If you haven’t been sent your tracking information, please check your junk/spam folder. If you have not been able to locate your tracking number, please contact our customer support team via email with your online ‘order’ number so we can check your order for your peace of mind and provide a tracking number if it exists.
4. I am having difficulty placing my order online; what should I do?
If you need customer support in placing your online order, please don’t hesitate to contact us via email or phone; available Monday to Friday, 9 am to 6 pm, and our friendly customer service team will be happy to help.
5. I have placed my order, but I need to cancel an order. Is this possible?
Orders cancelled within 3 hours of placement will not incur any additional cancellation fee. If you wish to cancel your order, please contact our friendly customer service team via email as soon as possible. Orders cancelled after the 3-hour window may incur a fee of $7 or 10% of the order value (whichever is greater). This cancellation fee is chargeable at the discretion of management.
6. Can I add an item to an order once it has been placed?
After your order has been submitted, the order cannot be changed. Please call our support team as soon as possible to discuss the cancellation of your order.
7.  Can I track the progress of my order?
Yes, you can track your order by logging in to your account on the Zenith Pharmacy website and clicking on your tracking order number to see the status of your pending order.
8. I am unable to log in to my account. How do I check the status of my pending order?
If you cannot log into your Zenith Pharmacy account, you may have checked out as a ‘Guest’ when making your purchase rather than logging in to your account. In this instance, please email our friendly customer service team to request your tracking order number.
9. What payment methods does Zenith Pharmacy accept for online orders?
Zenith Pharmacy accepts online payment methods: VISA, MasterCard, American Express, PayPal, and Afterpay.
10. Is it safe to place an order online using my credit card with Zenith Pharmacy?
Zenith Pharmacy uses a Level 1 PCI DSS Compliant Payment Gateway. PCI DSS is a set of standards developed by credit card acquirers, including VISA and MasterCard, to ensure that credit card transactions and details remain secure.

Shipping and Delivery

1. What is your method of shipping and delivery?
All orders will be delivered via Australia Post to the address provided during checkout. Please ensure that you provide a valid shipping address containing a street name, suburb, postcode, and unit number (if applicable).
2. What if I entered my shipping details incorrectly?
If you enter your shipping details incorrectly, please email our customer support team immediately so we can amend your details. Zenith Pharmacy will not be held responsible if your shipping details are incorrect.
3. What happens if my order arrives when I’m not at home?
Zenith Pharmacy uses Australia Post Standard Parcel delivery for all orders. If you are not at home during the delivery, Australia Post will notify you that your order is ready to be collected from the appropriate post office.
4. What are the shipping charges for the delivery of my order?
Zenith Pharmacy charges a flat rate of $9.95 for shipping or free shipping for all orders over $99.
5. Does Zenith Pharmacy ship internationally?
Zenith Pharmacy does not ship orders internationally.
6. How long will it take to receive my order?
Zenith Pharmacy aims to provide same-day dispatch provided that all shipping/payment details are confirmed and all items are in stock. Orders made after midday will be attended to the following day. You will be notified via email if there are any significant delays with dispatching your order. Please allow approximately 7 business days for your order to arrive. All orders are shipped from NSW, so delivery times will vary accordingly to the shipping location. During certain peak seasons, delivery via Australia Post may take longer than usual.
7. Does Zenith Pharmacy ship orders over the weekend?
All items purchased from Zenith Pharmacy will be dispatched on weekdays only.

Zenith Pharmacy Returns, Refunds, and Cancellations

1. Can products be returned for a refund?
Zenith Pharmacy is committed to making your online shopping experience as easy and stress-free as possible. If you are unsatisfied with your purchase, you can simply return the products for a refund in line with our return and refund policy. Our return policy is per Australian Consumer Law. All returns must be returned within 7 days of parcel receipt and be in a saleable condition (i.e., product in its original packaging, unopened, unused). Zenith Pharmacy reserves the right to decline a return if the requirements are not satisfied within our return and refund policy.
2. Does Zenith Pharmacy accept returns and refunds for prescriptive medication?
Zenith Pharmacy will only provide a refund of a prescriptive medication order in the event we are unable to fulfil your prescription medication order. Please note: Refunds may not be approved on prescription items, pharmacy medicines, pharmacist-only medicines, baby formula, or vitamins. These products cannot be returned or re-sold after they have left the storage condition care of Zenith Pharmacy as we cannot guarantee the outcome or medication’s effectiveness once they have left the premises.
3. How does the refund process work?
Once your return is received and inspected, Zenith Pharmacy will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days. Refunds will also not be given if the product has been opened or used. All returns will need to be confirmed with Zenith Pharmacy via email prior to returning the products. Unauthorised returns may be refused. No item will be refunded until your return has been received by Zenith Pharmacy.
4. Can I cancel an order that has just been shipped?
Cancelling orders that have been shipped must be posted back to Zenith Pharmacy at your own expense. The product to be returned must be packed securely and sent via registered post for you to be able to track the parcel. Please note that you will be responsible for the product until Zenith Pharmacy receives it. Products that have been tampered with cannot be refunded. Postage costs will not be refunded.
5. Where do I mail returned products?
Returns can be posted to PO Box 635 Parramatta NSW 2124 Returned products will be checked. The products are your responsibility until they reach our warehouse. Please ensure the product is packed sturdily and securely to avoid any damage in transit.
6. If my product is incorrect or faulty, will I be able to receive a replacement or refund?
Zenith Pharmacy offers a replacement or refund if any products delivered to you are damaged or incorrectly supplied.
7. I received the wrong product. Will I be able to receive a replacement or refund?
If you received the wrong product for what you had placed an order for, please contact our customer service team within 7 days of parcel receipt. Upon looking into the issue, our customer support will help you with a pre-paid shipping label to return the product. You can choose to either have the correct product re-delivered at our cost or receive a full refund.
8. The product I ordered and received was damaged or defective. What can Zenith Pharmacy do to help?
If the product you received is damaged or defective, please contact our customer service support team within 7 days of delivery with your order number and a description of the condition of the damaged or defective item. Our customer support, upon careful consideration and depending on the Manufacturer’s Policy for the product in question, may offer to provide one of the following resolutions: Place you in contact with the manufacturer for warranty support. Replace or exchange the damaged or defective product. Provide a refund for the product.
9. I have not received my refund yet. How do I check on late or missing refunds?
If you haven’t received a refund and have already checked your bank account. The first step will be to contact your credit card company or bank. It may take some time before your refund is officially processed and posted back to your credit card or account used for the original transaction. If you have followed these steps and have not yet received your refund, please contact us via email.

General frequently asked questions.

1. When is your customer service team available?
Our online customer service team can be contacted via email (Monday to Friday between 9 am to 5 pm AEST).
2. How do I redeem my promo code with Zenith Pharmacy?
Promo codes are applied to your order upon checkout. To redeem your promo code, enter your promo code in the order section at checkout before submitting your order in the promo code field.
3. My Promo code is not working. What should I do?
If your promo code is not working, please refer to the offers and specials terms and conditions relating to your promo code.
4. Is my personal information kept confidential?
Zenith Pharmacy respects your privacy and is bound by the National Privacy Principles set out in the Privacy Act 1988 of the Commonwealth of Australia. Zenith Pharmacy takes the privacy and confidentiality of our customer’s personal information very seriously. We understand that keeping your personal and health information confidential and secure is important. All personal information collected by Zenith Pharmacy is used strictly to complete your order and provide you with professional health care services at the highest level. Zenith Pharmacy ensures that all customer information is never shared with any third party.
5. Why does Zenith Pharmacy require my email address for orders?
Email addresses are required for all correspondence from Zenith Pharmacy relating to your order and when registering as a member or subscriber to our latest specials, articles, and information sent via email.
6. Does Zenith Pharmacy sell products in bulk orders?
At Zenith Pharmacy, many of our products online will highlight our multi-buy and bulk buy discounts where applicable. If you have a particular product that we currently don’t offer a bulk-buy discount, please contact our customer support team via email to review what options are available.
7. What happens if I have been charged for products that Zenith Pharmacy could not supply in my order?
If the product you ordered is unavailable due to unexpected circumstances, for example, a wholesale shortage or distribution delay. In this instance, the item will be cancelled from your order, and a refund will be provided back to your card or account that was initially charged.
8. I would like to order my prescription medication online. Can I do this without showing my original prescription instore at Zenith Pharmacy Parramatta?
Yes. Please note it is a legal requirement that we receive either your original prescription over the counter or an electronic e-prescription (e-token) via email or receive an SMS text copy from your doctor on your behalf before you can successfully receive your prescription. Prescription details can be sent via SMS text to 0418 711 732.

Click & Collect

1. How do I place a Click & Collect order?
Add your favourite health and wellbeing products to your shopping cart and proceed to checkout. Select Click & Collect as your preferred delivery method at checkout. Once your order has been placed, you will receive an email confirmation of your order and when it will be ready to be collected from our Chemist in Parramatta.
2. Are there any Click & Collect fees?
No delivery fee or minimum spend at checkout is required for a Click & Collect order with Zenith Pharmacy.
3. What do I need to bring to collect my Click & Collect order?
Remember to bring your ‘Click & Collect confirmation email confirming your products are ready for collection, a valid photo ID, and your prescription information, if applicable and has not already been supplied electronically.
4. How long does Zenith Pharmacy hold Click & Collect orders?
Please pick up your order within 14 days of being notified that it is ready for collection. Orders cancelled or not picked up after the 14-day window will be refunded and may incur a fee of $7 or 10% of the order value (whichever is greater). This is chargeable at the discretion of management. Please email our friendly customer support team if you intend to pick up the order but cannot within the 14-day window.
5. Can I return and receive a refund for an item purchased through Click & Collect?
Yes. Products purchased through Click & Collect with Zenith Pharmacy can be returned and refunded provided the reason for return meets our refunds and returns policy.

Compounding Pharmacy

1. What is a compounding pharmacy?
At Zenith Pharmacy Parramatta compounding pharmacy we prepare custom medications for you and your family. We do this to provide pharmaceutical formulations that meet your needs, in line with your prescription. This could be the same active ingredients but in a different flavour, texture or format.
2. What payment methods does Zenith Pharmacy accept for compounding and prescription medication?
At Zenith Pharmacy for compounded you can pay via three methods: Credit Card: through our payment portal. You will need your Order Number and Payment amount sent to you via email prior to using our portal. (Amex, Visa, MasterCard). Bank Transfers: Account Name: Zenpharm BSB Number: 012-306 Account Number: 324154196 Bank: ANZ In-store Payments: Payment can be made at the time of collection for your compounded medicine. We accept Cash, Credit Cards (Amex, Visa, Mastercard), Alipay and WeChat Pay.
3. Can I phone and speak with a Pharmacist to discuss my Compounding order?
Yes. Our friendly Pharmacists are available by phone Monday to Thursday 8am to 6:30pm, Friday 8am to 6pm. Saturday and Sunday 9am to 5pm.
4. Who can order custom-made compound medicines from Zenith Pharmacy?
Australians with a valid prescription can order custom-made compound medicines from Zenith Pharmacy.
5. What medicines do Zenith Pharmacy make?
Skincare, pigmentation and acne Hormone replacement therapy Vitamins and nutrition Pain management Insomnia Hair loss Compounded medicines for children Veterinary and animal compounding Discontinued or unavailable compounded products
6. How long does it take to make compounded medications?
Compounded medicines are generally ready for dispatch within 24 hours.
7. Where can I collect my compounding order over the counter?
You can collect your compounded medicines from our Pharmacy at Zenith Pharmacy: Shop 13 Westfield Shopping Town Corner of Argyle &, Marsden St, Parramatta NSW 2150.
8. Am I eligible to make a tax claim for my compound prescription purchase through my private health care fund?
If you have a private health care fund, it’s important for you to maintain a copy of your tax receipt and check with your private health care fund provider to see if you are eligible to make a tax claim.
9. Does Zenith Pharmacy accept returns and refunds for prescriptive compound medication?
Zenith Pharmacy will only provide a refund of a prescriptive compound medication order in the event we are unable to fulfil your compound prescription order. Please note: Refunds may not be approved on compound prescription items, pharmacy medicines, pharmacist-only medicines, baby formula, or vitamins. These products cannot be returned or re-sold after they have left the storage condition care of Zenith Pharmacy as we cannot guarantee the outcome or medication’s effectiveness once they have left the premises.