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FAQ

 

Payment

Orders and refunds

Prescriptions for “Practitioner Only” Natural Medicines

Delivery

Privacy and Confidentiality

Password and user names



Payment


Q Can you take payment over the phone?
A. No. We only accept payment via an online credit card transaction, Paypal or a posted money order.

Q. Can I pay by cheque or money order?
A. We will accept Australian Dollars money orders but not cheques.

Q. What security measures have NatRx got in place to protect my Credit Card details?
A. Our website meets the requirements set out under the “Trusted Shop Code of Practice” which emphasises the importance of security to protect customers’ private data. When you place an order online, your personal and credit card information is encrypted using SSL encryption technology before being sent over the Internet. Your credit card information will be sent directly to Net Registry Payment Gateway. We do not store your credit card information.

Q. Does a tax invoice arrive with the goods?
A. No, your tax invoice is sent to your email address once your payment is processed. Your parcel will include a packing slip. This is a simple checklist of the items included in the parcel.

Q. Can I use someone else’s credit card to make a payment?
A. We can accept payments made with authorised credit cards belonging to relatives, friends or your business. These orders will be screened and we may need to speak to the card holder to validate the transaction before proceeding with the sale. Unauthorised and fraudulent transactions are vigorously pursued and punishable by law.

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Orders and refunds


Q. Can I change an order once I have placed it?
A. We cannot add or delete items to/from orders once they have been placed. You will need to place a new order for more products.

Q. How do I cancel an order?
A. Notify us immediately by email to cancel an order. You will need to provide us with the details of the order including your name, delivery address and the customer order number.

Orders that have already been dispatched will not be cancelled and must be returned at your expense within 14 days of receipt of goods.

If you cancel an order, we reserve the right to charge a processing fee. We will confirm by email the cancellation and amount charged / refunded. As long as all packaging is in its original, undamaged, unmarked condition, a refund less processing, packaging and postage will be provided.

Q How long do I have to cancel my order?
A. Please remember that orders placed will be dispatched the same or next business working day. Orders that have already been dispatched cannot be cancelled and must be returned at your expense.

Q. How long do I have to cancel an order for a “practitioner only” natural medicine?
A. Practitioner only” natural medicines will be dispatched the same or next working day following receipt of your prescription and placement of the order. If you do not have a prescription and want to cancel the order, you will be charged a processing fee.

Q. What is your refund policy?
A. All goods to be refunded must be returned within 14 days of receiving the goods.

You will receive a refund as long as the products are in their original condition, undamaged and unopened, including the outer packaging.

The customer will pay all freight charges.

We reserve the right to charge a processing fee. We will confirm by email the cancellation and amount refunded less charges for processing, packaging and postage.

Q. Can I order for more than one person?
A. Yes you may place an order for more than one person. If there is more than one prescription, remember to write the NatRx customer order number on each prescription. Each order can only be sent to one delivery address. If you require more than one delivery address then you must place separate orders.

Q. What happens if a product that I have ordered is out of stock?
A. If a product is out of stock it is posted on the NatRx shop. An order cannot be placed until the product is in stock.

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Prescriptions for “Practitioner Only” Natural Medicines


Q. How is my order linked to my prescription?
A. To enable us to accurately link your order to your prescription, please write your customer order number on the prescription.

Q. What needs to be written on the prescription?
A. A prescription must contain the following:
1. date
2. name, contact details and registration, provider or prescriber number of the practitioner;
3. name and contact details of the patient
4. name of the product, quantity, directions for use, number of repeat prescriptions
5. signature of practitioner

Q. Why do I need a prescription to order some items?
A. Many of our products are “practitioner only” natural medicine. This means that they cannot be dispensed without a prescription from a certified healthcare professional such as your doctor or naturopath.

Q. Do I need a prescription to place an order for a “practitioner only” natural medicine?
A. You can place an order for your “practitioner only” natural medicine from us at any time; however it will not be dispensed until we receive your prescription.
PLEASE NOTE: If you do not have a prescription and want to cancel the order, you will be charged a processing fee.

Q. What should I do if I do not hold a prescription for a “practitioner only” natural medicine?
A. If you are not holding a prescription for a product, please discuss this with your healthcare professional before placing your order.

Q. Can I ask my doctor to prescribe me natural medicines?
A Yes! You can always ask your doctor to prescribe you a natural medicine. However, it is your doctor’s duty to always prescribe what they consider to be the most safe, appropriate and effective treatment to support their diagnosis of your health condition.

Q. Can I fax the prescription to you?
A. Yes. We only dispense natural medicines and therefore by law, we do not require the original script. You can fax, email a scanned copy or post your prescription.

Q. Can I send a scanned copy of my prescription?
A. Yes! We only need a copy so you can email the scanned copy.

Q. Can I ask my health care practitioner for a repeat prescription?
A. Yes! Your practitioner can write the number of repeats on the prescription. This is helpful if you have a chronic ongoing condition.

Q. If I have a repeat prescription, how does it work?
A. There are two ways we can process repeat prescriptions:
1. You send through a repeat prescription with each order. Please keep track of your repeats. You will need a new prescription once you have used all your repeats.
2. You can use all your repeats in one order and have all your natural medicines dispensed immediately in bulk. The advantage of purchasing all repeats at once is that you save on time and delivery costs.

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Delivery


Q. Do your prices include postage?
A. No, the charge for postage will be calculated when you check out from your shopping basket. You can proceed through the check out to confirm postage costs without finalising your order. There are exceptions where we may need to charge extra for large orders or for some postcodes in the remote regions of NT and WA. We will contact you by email to confirm any extra charges. You will then have the option of changing or cancelling your order without penalty

Q. What happens if I am not at home to take delivery of my order?
A. NatRx uses the registered mail system through Australia Post to deliver your package. If you are not at home to receive the package, Australia Post will leave a card notifying you of a parcel pick up at your closest Australia Post Office.

Q What should I do if my delivery doesn’t arrive?
A. Sometimes Australia Post notification cards get lost accidentally. If you think your package should have arrived, please check first with your local post office before contacting us.

Q. When can I expect delivery of my order?
A. Your order will be placed and packed by the end of the next business day. Delivery will depend on standard Australia Post delivery times. These times are supplied by Australia Post and sometimes they can vary. http://www.auspost.com.au/BCP/0,1467,CH2098%257EMO19,00.html
http://www.auspost.com.au/

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Privacy and Confidentiality


Q. Are my personal details confidential?
A. We are committed to keeping your personal data confidential and secure. We do not sell, rent, or loan your personal information to others. However, we do use your personal data to process your order and provide you with a more personalized service.

Q. What security measures have NatRx got in place to protect my Credit Card details?
A. Our website meets the requirements set out under the “Trusted Shop Code of Practice” which emphasises the importance of security to protect customers’ private data. When you place an order online, your personal and credit card information is encrypted using SSL encryption technology before being sent over the Internet. Your credit card information will be sent directly to Net Registry Payment Gateway. We do not store your credit card information.

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Password and user names


Q. What do I do if I have forgotten my password?
A. Go to the homepage and click on “forgot your password” located in the “sign-in box”. Enter the username you used to create your account. A password will be sent to the email address you used to register.

Q. What do I do if I have forgotten my username?
A. Send us an email from the email address you used to place your order and we email you your username.

 

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