3. How can I place an order?
For your convenience, Cincotta Chemist has made it is easier to shop:
• All orders can be completed online (if your order includes a
prescription, you will be required to post your prescriptions to us);
or
• Visit the store at 185 Merrylands Rd, Merrylands where we have
been serving customers for over 50 years. For your convenience we are
open 365 days a year 8.00am - 9.00pm (except Christmas Day 8.00am –
1.00pm)
• For more details please see under Ordering.
4. How long will it take for my order to arrive?
Once your order is dispatched, we will email you to let you know. Please
allow the usual delivery period (approximately 2-3 working days for
most areas of Australia) to pass before you ask us to track it for you.
5. What happens if I’m not at home when my order
is delivered?
Cincotta Chemist uses registered mail through Australia Post to deliver
parcels. If you are not at home to receive the parcel a card will be
left so you can pick it up from your closest Post Office. Sometimes
cards get accidentally discarded so if you believe your parcel should
have arrived, check with your local post office first.
6. How can I help make sure my order is not delayed?
• Read the information under Ordering and Payment Options and follow
the instructions carefully.
• Before you send us your order, make sure there are enough funds in
your account to cover its cost.
• Paying by credit card will enable us to process your payment as soon
as we have your order ready.
• If ordering a prescription read the information under Ordering Prescription
Medication and on completion of the order post the Original prescription
as quickly as possible.
• In order to speed up prescription order deliveries you can choose
to leave you repeats on file. That way the next time you place your
order we can match your repeats with the order and dispatch as soon
as your order is prepared and payment processed.
• Choose a delivery address where you or someone else will be available
to sign for the parcel when it arrives – eg your business address
if nobody is usually at home during the day.
7. Can I order my prescriptions online?
• Yes. Although, by law we are not allowed to dispense a prescription
medicine unless we have received a prescription for that medicine, written
by a medical practitioner registered in Australia. Therefore, if ordering
a prescription item online, an original prescription must be sent to
Cincotta Chemist by post for that item. (Please note: an order number
will be generated upon finalising your order. Please write the number
on the back of each of the prescriptions that you post to Cincotta Chemist.
This is to ensure that your order is processed without delay).
• There are some restrictions regarding products that can be ordered
online and these include refrigerated items. Please see under Additional
information and restrictions under Ordering Prescription Medication.
8. Why can I only order one lot of a PBS item at one time?
The government under the Pharmaceutical Benefits Scheme (PBS) subsidises
many medicines so that all Australians can have access to affordable
prescription medication. As the government is paying some or all of
the cost of these medicines, they impose restrictions on how frequently
they can be dispensed. This varies from item to item but you can ask
your pharmacist what time interval is on a particular product. In most
cases the time interval is 21 days Items dispensed before this time
can not be covered under the PBS except in special circumstances.
9. Can I fax my prescription?
It is illegal to accept faxed or emailed prescriptions in Australia
at this stage. We must receive the original prescriptions with duplicates
before we can dispense and send the medication
10. Can I put my families’ patient profiles on my
account?
Yes, once you have logged in as a user you can create as many patient
profiles as required for all the people you may order for. We aim to
provide the best health care we can for our customers and patient profiles
ensure we can screen customers for any possible interactions.
11. Why do I need a prescription to order some items, when
I don’t need one if I purchase them over the counter?
This only applies to ‘Pharmacist Advice’ items, which by
law you cannot buy from a pharmacy unless you are counselled by a pharmacist.
Since there is no opportunity to interact with a pharmacist in this
way when you order ‘Pharmacist Advice’ items online, the
law requires that a doctor counsels you about the item instead and provides
you with a prescription for that item.
12. Can I return prescription medicine for a refund?
No. Unfortunately, we can not accept medicines returned for credit.
This is because once the product has left the pharmacy, the storage
conditions of the product cannot be guaranteed.
13. How can I pay for my order?
By credit card:
• We accept AMEX, Bankcard, MasterCard and Visa (Diner’s
Club not accepted)
• Payment by credit card can be sent electronically or you can
call Customer Service to arrange phone payment.
14. How can I cancel an order?
The best way is to email us ASAP and if it hasn’t already been
sent then we can cancel your order. You must remember however that in
most cases orders placed are dispatched the same or next business day.
Orders that have been dispatched can not be cancelled and will have
to be posted back at the expense of the customer. As long as packaging
is in original condition, a full refund will be provided less an administration
fee of 10%.
15. I don’t live in Australia – can I place
an order?
We supply to all areas of Australia, although at this point in time,
we are not supplying internationally.
16. What happens if a product that I have ordered is out
of stock?
• We do our absolute best to keep 100% of our inventory in stock
100% of the time, but unfortunately this is not always possible.
• If an item you have ordered is temporarily out of stock we will
let you know by phone or email.
• If the item will take more than a couple of days to come in,
you can choose to order another item instead (eg a different size/brand),
or simply to delete that item from your order and its cost from your
payment.
17. What happens if I am after a product that is not listed
on the website?
Cincotta Chemist will endeavour to locate products that are not located
on our website for sales. We may in fact already stock in store. You
simply send the relevant information to it@cincottachemist.com.au and
will try our best to obtain the product for you.
18. Can you inform me when a product that has been out
of stock is back on shelf?
• If an item is out of stock it will be labeled as ‘Out
of stock. Email me when in stock’.
• If you wish to be informed when an out of stock product is back
on shelf, click this button. Enter your contact details in the popup
window so that we can email you as soon as the product is back on shelf.
• You can then decide whether you still require the product and
place an appropriate order for the product.
19. I need pharmaceutical advice – can you help?
Yes. Our fully qualified Pharmacists can answer any questions you may
have:
• You can email us and a Pharmacist will either email or phone
you back with a reply.
• You can phone during our opening hours (02) 9897 1011 and at
the prompt, select 1 for a Pharmacist. We are open every day of the
year from 8am-9pm Eastern Australian Standard Time, except for Christmas
Day (8am-1pm).
20. What is your return policy?
You can return any item within 14 days – as long as it is packed
appropriately, received in its original condition and accompanied by
proof of purchase. If we have made a mistake (e.g. not filling your
order properly) we will pay for the postage. However, if you are returning
the item for any other reason, the postage fee is at your expense.
Exceptions:
• Prior to returning any items, please contact our Customer Service
Department and have your order number ready.
• Some of our suppliers insist on dealing with customers directly if
goods are faulty – so if you have faulty goods to return, please
call our Customers Service Department first.
• Products that can be affected by heat cannot be returned – e.g.
film and some medication.
21. What is your refund policy?
If for any reason you are not satisfied with your purchase, we will
happily refund the purchase amount back onto your credit card. Please
refer to Returns and Refunds.
22. How do I use Favourites?
Favourites are created from previous purchases and can be used to streamline
your ordering. To access previous purchases you will need to login.
Once in the favourites section you can sort by using various methods
(alphabetical, most often purchased, or most recently purchased). You
can also delete any products that are no longer required.
23. I clicked on ‘Customer Medical Information’
and nothing happened. Why didn’t this work?
To open the Customer Medical Information files you need to have Adobe
Reader installed on your computer.
Try using the following link to install this program: ADOBE READER
