Shipping & Handling

If you have any queries please get in touch (Mon - Fri 9:30am to 5:30pm NZST).

Call: 09 6300155 Fax 09 630 0154

Email product queries : sales@dominionroadpharmacy.co.nz

Email prescriptions : prescriptions@dominionroadpharmacy.co.nz

 

2. PROCESSING TIMES

We aim to have parcels ready for dispatch within 1-3 working days.

If there are any delays we will contact you immediately.

3. COLD GOODS

We endeavour to dispatch all Cold Goods with an ice pack and before Friday so that your product is not kept in storage over the weekend.

The stability of the product varies between brands with most being stable over transit time.

Please make sure that you are at home to receive the parcel, we will not be responsible to compensate the loss caused if the parcel containing cold goods has to be kept in courier depot.

Probiotics that require refrigeration

Store in the fridge as much as possible. Manufacturers add overage (more probiotics than what is on the label) to account for some loss of potency during shipping. Overage allows for 1 – 2 weeks of the product at room temperature.

4. DELIVERY TIMES

Please note that delivery is independent of processing time, once shipped transit times are as below

Auckland
1 to 2 business day

New Zealand (non-rural)
2 - 3 business days

New Zealand (rural) 
2 - 6 business days

Australia 
4 - 6 business days

Rest of world 
10 - 14 business days ( Largely depend on speed of custom clearance )

*These timeframes start only once the order has left our premises, not from the day your order is placed on our website. This may be due to stock availability. Working days means days during the week, not including weekend days. Please note that Dominion Road Pharmacy has no control over the delivery times once it has left our premises. 

5. METHODS OF SHIPMENT

All New Zealand parcels are sent via courier with track and trace.

Overseas items are sent via standard airmail with tracking number.

Express shipping is only available to some destinations. 

Please ensure you provide a delivery address where someone is available to sign for your parcel.

No Click & Collect service available.

Some products we have to procure depending on order quantities.

6. COMPENSATION POLICY

If you receive your parcel and it is damaged.

Please retain all the outer packaging and inner packaging.

Take photos of outer packaging and damaged goods and forward to sales@dominionroadpharmacy.co.nz

Failure to do so may result in compensation being forfeited.

Dominion Road Pharmacy will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs for containing any prohibited items. From time to time shipments are held by customs and subject to inspection fees - Dominion Road Pharmacy is not liable for these fees.

7. MISSING PARCELS

If you have not received your parcel within the delivery time frame specified above, you must contact us immediately on +64 9 6300155 or sales@dominionroadpharmacy.co.nz

We will advise you on the claiming process on a case per case basis.

Please note that all claims outside of 30 days from initial dispatch will not be considered. 

We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.

8. RETURN & REFUND POLICY

All returns must be received by us within 30 days of initial dispatch.

If we have sent you an incorrect item, we will send you the correct item along with a courier ticket for return.

If you decide you no longer require a product or have ordered an incorrect item, we will provide you a refund excluding shipping and handling fee. Please ensure all returns are packaged adequately as refund will not apply on damaged items. We are not responsible for any additional freight costs incurred.

If your parcel has been returned to us due to an incorrect address or inability to collect it from the post office, we will provide you a refund excluding shipping and handling fee. We are not responsible for any additional freight costs incurred. For all returns there will be shipping and handling fee charge.

Due to hygiene reasons some products may not be accepted as returns please check with staff before you buy.

In accordance to law, Prescription only medications cannot be refunded or returned. 

9. ADDRESS GUIDELINES

It is your responsibility to ensure that your address is accurate and complete. If you are unsure of how to format your address, please check with your country’s post office website.

If your parcel is being delivered to a business address, you must write the name of the business in the appropriate field. If your address is an apartment building, please ensure to write the correct apartment number and street address. Failure to do so will result in your parcel being returned to us by the courier or lost.

Most countries require a zip code/postcode, state or region and town. New Zealand addresses must have the suburb listed. 

10. DELIVERY INSTRUCTION GUIDELINES

Couriers need as much help as they can get when delivering parcels. This is especially true with units or apartments. This includes listing how to ring up to an apartment (e.g. press number or bell), whether the parcel can be left with another person (reception, building manager etc), how to locate your unit (back of house, identifying features) and where to leave the parcel. If your property has a gate or may be difficult for the courier to access please consider this when placing your order and write the appropriate instruction. If you own dogs, please state whether it is safe for the courier to enter the property.

11. YOUR RESPONSIBILITY AS AN IMPORTER (OVERSEAS CUSTOMERS)

Once you decide to bring goods into your country from an overseas location you become an importer. This means that legally you are responsible for abiding by the import laws set by your country. We are not responsible for any items that are seized or destroyed by the Customs and Border Protection in your country. If your item is destroyed by Customs we are unable to provide any refund. We are also unable to refund for items that are opened, damaged or inspected by Customs. 

12. DISCLAIMER - DESTINATION COUNTRIES

We apologise that we will only try our best efforts to help but can not take full responsibilityfor following countries due to repeated difficulties with customs / postal services: Afghanistan, Ethiopia, Ghana, India, Indonesia, Iran, Iraq, Mexico, Malaysia, Myanmar, Nigeria, Pakistan, Papua New Guinea, Greece, Philippines, Russia, Ukraine.

13. PRESCRIPTION MEDICATION

Free deliveries for all fully funded prescription medicines minimum 4 or more to non rural NZ address else standard shipping fee.

Prescription medications cannot be returned or refunded. 

Dominion road pharmacy pays your $5 prescription co-payments so that you can access your subsidised prescription items for FREE.

Which medicines are subsidised?

For the full list of subsidised medicines, visit PHARMAC’s website.

What Prescriptions are included?

Prescriptions from a public hospital, midwife, Family Planning Clinic or your GP (if your GP is part of a PHO) are included. 

Other providers such as dentists or private specialists  included, as long as they meet certain criteria such as the service being provided under a Te Whatu Ora contract. To learn more about pharmaceutical co-payments and approved co-payment providers please visit the Te Whatu Ora website.

14. OVERSIZED PARCELS

If your order is very heavy, or is very big/bulky, You may be charged for the extra weight/volume. If that is the case, Dominion Road Pharmacy will contact you directly to discuss prices/options prior to charging your order. Oversized and or heavy parcels will be dispatched until Friday 20th of December 2024 12pm and normal trading will resume on Monday the 13th of January. 

15. Products categorised under cost plus gst plus shipping category incur mandatory shipping fee of $5.99