How delivery issues are reported
While a courier has responsibility for a parcel, they report any delay, loss, or damage to us directly. Patients can also report an issue to us themselves.
Delayed deliveries
Delays held by courier partners are typically resolved within 24 hours.
Our cold chain packaging keeps medication stable for 48 hours, so a minor delay won't affect the integrity of the medication.
🗒️ Note: If a cold chain delivery is delayed beyond 48 hours, we arrange a replacement item at no extra cost to the patient.
Lost deliveries
A package is treated as lost if it shows no tracking scans within 48 hours.
We raise a claim with the courier.
We arrange a replacement package for the patient at no extra cost, ideally with a different courier.
🗒️ Note: If the lost item is a Schedule 2 or 3 controlled medication, you need to issue a new FP10 before we can dispense the replacement. For all other medications, the replacement is sent immediately.
Damaged deliveries
If medication or consumables arrive damaged in transit, we arrange a replacement package at no extra cost. The original item is collected and returned to the pharmacy for disposal.
🗒️ Note: If the damaged item is a Schedule 2 or 3 controlled medication, you need to issue a new FP10 before we can dispense the replacement. For all other medications, the replacement is sent immediately.
🗒️ Note: If a replacement package is itself delayed, lost, or damaged, it follows the same process described above.