Prescription FAQ's

How to use my electronic prescription?

After selecting your medications, send us your e-script token in one of the three ways listed below.

• Enter your prescription token number when adding product to the cart
• Forward your Email e-script to support@fitchs.com.au
• Forward your SMS e-script to +61 483 913 912

# Please note that each medication you're prescribed will have its own unique token. Your e-Script token is the string of 14-20 letters and numbers underneath the QR code in your Electronic Prescription email or SMS.

How to use my paper prescription?

After purchasing your medications, post your paper prescription to:

# Please note, your script must be delivered to our Online Pharmacist in Perth WA before we can process and ship your order.

I selected "I need a script." What happens next?

After selecting this option, you will receive an SMS within 24 hours of placing your order, containing a link to book an appointment with a telehealth medical practitioner via the HotDoc platform. During the consultation, the practitioner will assess your needs and, if clinically appropriate, provide a prescription. Please note that the consultation incurs an additional fee, billed separately through HotDoc. Medicare rebates are available for telehealth consults. If the practitioner is unable to provide a prescription, a refund will be issued for the product, but not for the consultation.

How long does it take for my prescription to be processed?

At Fitchs Pharmacy, we aim to ship your medicines within 1 business day. However, there are some things that may delay your order:

• For paper prescriptions, your script must be delivered to our Online Pharmacist in Perth WA before we can process and ship your order, depending on your location this may take 2-5 business days.
• Electronic prescriptions can be processed immediately provided your token number has been entered correctly, in the case of an error our Pharmacist will contact you to check details.
• Fridge Items: Medications that require refrigeration are shipped early in the week, depending on your location, to ensure they are not held over the weekend and ensure optimal storage. For faster delivery, we recommend selecting Team Global Express instead of Australia Post.
• Our Pharmacist may need to get in contact with you to talk about your medicines before your prescription can be shipped, be sure to provide your best contact details in the checkout.

How will my prescription be delivered?

Once your order is reviewed and approved by our pharmacist, it will be shipped via Australia Post or Team Global Express. Fridge items will be packed in an esky with ice to maintain the necessary temperature, while other medications will be sent in discreet packaging.

Can I return my prescription items for a refund?

Due to the nature of prescription items, we are unable to offer refunds for change of mind after they have been shipped. However, if you change your mind before your order is shipped, a refund can be issued, minus a 5% fee to cover payment processing costs.
If there is a problem with your order, please contact us at support@fitchs.com.au

Can I contact the online Pharmacist for help?

You can get in contact with our online Pharmacist through the email or phone below, Monday to Friday 8am-4pm:

• Phone: 1800 418 429
• SMS: +61 483 913 912
• Email: support@fitchs.com.au