How can we help you?
What forms of payment do you accept online?
We accept Visa, MasterCard, American Express, Diners, or direct payment through PayPal.
Can I cancel or change my order?
Contact us immediately if you wish to cancel or change an order. If your order hasn’t been shipped yet, we will be able to process a refund. If the courier has already collected your order, simply wait for it to arrive and send it back to us according to our returns policy.
Where do you ship to?
We ship to almost every country in the world.
What does shipping cost?
Within NEW ZEALAND
Orders over $75 FREE
Orders between $50 – $75 is $5.00
Orders below $50 is $10 **
All parcels default to signature required. If you don’t want to sign for your parcel (e.g. you want the courier to leave it at the door), please say this in the delivery instructions. We highly recommend you require a signature for high-value orders. Neither the courier nor Home Pharmacy is liable for parcels that are stolen, damaged, or lost after an item has been delivered.
*Sorry these prices exclude deliveries to Great Barrier Island, and Chatham Islands. Also, on the odd occasion we might need to alter our shipping prices for exceptionally big or heavy items. If this is the case we’ll contact you directly
**We are ecologically minded folk and so want to reduce our impact on the planet as much as possible. We therefore strongly encourage you to place larger orders (less frequently), to reduce both the packaging we use and the carbon miles incurred in transit. Our packaging and shipping prices reflect this intent.
How long does shipping take?
We try to pack and process orders the day payment is received. All going to plan you should receive your order in 1-5 working days. Rural delivery addresses usually take a little longer.
However, now and then we may need to make a special order for your item(s) from our suppliers. This can take up to 3 working days prior to your order being shipped. If there is a delay, we’ll let you know.
Can I track my order?
Once your order is shipped you’ll receive an email with a tracking link. Please allow up to 24 hours for the link to activate.
Do you ship internationally?
We sure do. Shipping to Australia is provided below with other international shipping prices available at Checkout.
Orders over $150 NZD FREE
Orders $150 NZD or less $10.00 NZD
*Excludes Rural addresses
How long does international shipping take?
Standard shipping to Australia takes 10-14 working days. Standard international shipping elsewhere takes 3-5 weeks. This is an estimate only since customs processing times can vary.
If you’re after something in a hurry, feel free to contact us directly and we can check the cost for an urgent delivery.
Will I be charged additional customs fees or import taxes?
Most likely. Every country has different regulations on how they handle imported goods. We recommended you visit this Duty Calculator to get an estimate of what you will be charged when the package arrives. We do not pre-pay or cover any import fees.
Returns & Exchanges
What is your returns policy?
We want you to be 100% satisfied with your Home Pharmacy purchase. Items in new condition (unused/unopened) can be returned or exchanged within 14 days from purchase. Please note that original shipping charges are non-refundable.
If we made a mistake or the item arrived defective, please contact us here and we’ll make things right.
To return or exchange an item please:
Include a copy of the packing slip or confirmation email with your unused/unopened item(s), and note the new item(s) desired, or write you want a refund.
You’ll need to pay for shipping back to us. Send your return to:
280 Richmond Road
Grey Lynn, Auckland, 1021
When we receive your return or exchange order, your new item(s) will be shipped out, or we will issue your refund.
How long will my refund take?
Refunds are usually processed within 7 working days from the day your return is received and inspected. Depending on your bank or Credit Card Company it can take a little while to show on your account.
Can I return or exchange my order in-store?
You most certainly can.
So we have your exchange items ready, or refund card at the go, it’s best to phone or email us first to let us know you’re popping in.
Still have questions?
For additional information about Home Pharmacy please contact us here.