Frequently Asked Questions

General Info

Why should I use Chemist2U?

Chemist2U was created with the primary aim of helping Australians access their medicine quicker and easier than ever. Our service offers a level of convenience never seen before, saving customers crucial time and energy.

For many Australians, going to the pharmacy can be inconvenient or unsafe, and we aim to remove that burden. Our app and website are simple platforms that allow users to immediately order what they need at the click of a button.

If you are a repeat prescription user, we can keep you on track by storing your medical profile and reminding you when you require a re-stock.

Where does Chemist2U operate?

Chemist2U operates in all capital cities and major regional areas across Australia. Whilst we do operate in rural and remote areas, delivery will be within two to three days. To find out whether Chemist2U can deliver to you, simply type in your address at the top of our website.

What type of medicine can I buy from Chemist2U?

The Chemist2U catalogue contains the majority of products found in retail pharmacy. To order Over-the-counter medications simply browse the catalogue and “add to cart”

All prescription medication is available for dispensing from our pharmacy network (some restricted categories such as Schedule 8 medications are not available for home delivery).

To order prescription medications you will need a valid prescription. Simply upload a photo or scan of your paper script, or a screenshot of your e-script.

Can I get over-the-counter & prescription medicine at Chemist2U?

Yes, you can order both over-the-counter items as well as prescription medications via the Chemist2U app or website.
How do I get my prescription online when my doctor has given me a paper script?

Our website allows you to upload a photo or scan of your paper script, or a screenshot of your e-script.

Once your prescription has been validated, you will receive a notification to review your order and make final payment prior to delivery.

Any paper scripts must be collected at the time of delivery and returned to the pharmacy. Repeat scripts will be provided to you in the satchel.

Does Chemist2U take repeats into account?

Yes, your repeat prescription will be printed at the pharmacy and delivered with your medication. This should be attached with your original script to enable you to order again.

What happens if my script has expired?

If your script has expired or you’ve just ordered your last repeat, you will need to see your GP to obtain a new script.

Alternatively, you can access instant online prescriptions for a range of select medications through our website via InstantScripts. Click here for more information.

What if my prescription has run out? Can I get a new or renewal for a prescription?

If your script has expired or you’ve just ordered your last repeat, you will need to see your GP to obtain a new script. Alternatively, you can access instant online prescriptions through our website via InstantScripts.

Can you order for someone else on your account?

You can order for someone else on your account. Simply use their address for delivery and write in the order notes who it is for. If it is a prescription, you can create a medical profile for them using their details and use this when you upload the script.

Can I make an order for someone else if they need my help or are in my care?

Yes, simply use their address for delivery and write in the order notes who it is for. If it is a prescription, you can create a medical profile for them using their details and use this when you upload the script.

Who do I contact if I have an issue with my order?

Please contact our customer service team by either calling 1300-22-32-32 or using our online chat function, which you click to open in the bottom right-hand corner of your screen. You can also email us at [email protected].

Does Chemist2U charge more than a regular pharmacy?

All of our prices are based on retail pharmacy averages and all prescription processing is based on the PBS pricing. We offer free delivery if you include a prescription with your order, otherwise delivery is $8.95 or free for all orders over $60.

Who can benefit from using Chemist2U?

Chemist2U is designed to be used by anyone who would see a benefit in getting medicines delivered to their home or office. This could include those too busy to visit the pharmacy, those too unwell to leave their home, someone requiring a one-off or repeat prescription, or anyone who is seeking a convenient alternative to going to the pharmacy.

How does Chemist2U work?

Once you have downloaded our app or visited our website, you enter your delivery address and start browsing the various categories of pharmacy products, adding what you need to your cart.

If you require a prescription, you simply upload a photo or scan of your script which will be processed by one of our partner pharmacies. Once a script has been approved, you will be notified and you can then review the order and make final payment.

Once your order is placed, you will be given an estimated delivery timeframe.

If there are any issues with your order, our customer service team are available to chat.

When your order is delivered, if you have any paper prescriptions, these must be handed over for return to the pharmacy. Any repeat scripts will be provided to you in the satchel.

How simple is Chemist2u to use?

Chemist2U is very simple to use, not unlike many online shopping platforms where you can add products to your cart and checkout using your address and card details. If you are ordering a prescription, you can simply take a photo of your script which once submitted, is quickly viewed and approved by one of our local pharmacists.

After ordering, you will receive SMS updates to confirm everything is in order and on track. If at any time there are issues or you find our platform is not simple to use, our customer service team are available to chat.

How can I access Chemist2U?

Any person with a device connected to the internet can access Chemist2U. You can make an order via our website or using our app available on both Apple and Android devices.

Information about delivery

How long does it take for the goods to reach my house?

If you order before the indicated cut off time displayed after entering your address, you’ll receive your pharmacy delivery that day. Once your order is placed, you will be given a timeframe for when you can expect your delivery, which is usually within a couple of hours.

Do I have to be home to receive my Chemist2U order?

You need to be at home to accept your order. This is because it is important the person who made the order receives their medicine or prescription themselves.

Alternatively, you can nominate a different adult in the household to receive the delivery. If you will not be home between our pharmacy delivery times displayed, please give us a call or message our customer service team so we can let the pharmacy know and provide alternative arrangements for you.

What happens if I’m not at home? Will my delivery still get delivered?

You need to be at home to accept your order. If you will not be home between our pharmacy delivery times displayed, please give us a call or message our customer service team so we can let the pharmacy know and provide alternative arrangements for you.

Are the products sent from Chemist2U or individual pharmacies?

Your items are sent from a local pharmacy within our network. So you are supporting local businesses when you shop with Chemist2U!

Are my items shipped from Chemist2U?

Your items are sent from a local pharmacy in our network. So you’re supporting a local business when you shop with Chemist2U!

How do I know if Chemist2U is available in my area?

When opening our app or signing in via our website, you can enter your address at the top of the screen. If there is a pharmacy in your area, the delivery times will appear and if not, the message will appear to let you know.

What if the pharmacy I’m matched with doesn’t stock my product?

If you can’t find the item you’re looking for, simply use our online chat function to speak with one of our customer service team who will help you find a suitable alternate.

Why is Chemist2U needed when many pharmacies offer delivery?

Our seamless online platform is a simple and efficient alternative to calling or hand-delivering your script to the pharmacy, which can often be complicated and take days to arrive. Within a few minutes, you can place your order from your device and a local pharmacy will approve and deliver your order that day.

The story of Chemist2U

Where did the Chemist2U concept come from?

The idea to form Chemist2U first emerged when our founder Dr Matthew Cullen worked as a delivery driver for a local pharmacy during medical school. After the emergence of food delivery services such as Deliveroo and Uber Eats, he recognised an opportunity to work with pharmacies through a similar platform, allowing Australians to receive same-day delivery of medicine to their homes.

Where did you see the need for a service like Chemist2U?

At Chemist2U, our goal is to allow Australians to access the medicine they need without the hassle of waiting in queues at the pharmacy. Since COVID-19, this need has accelerated to reduce the risk of infection. Chemist2U provides a simple platform for users to order the pharmaceuticals they need from their device, receiving them the same day without the need to leave home. Additionally, users can store a medical profile and use our reminder system to easily re-order as needed.

Has Covid-19 accelerated the launch of Chemist2U?

At the beginning of the COVID-19 pandemic, we recognised a need for Australians to access the medicines they need from the safety of home. As a result, our launch was accelerated and Chemist2U quickly became a popular solution for accessing instant healthcare.

* We are currently offering free delivery on all prescription orders & non prescription orders over $60. The delivery fee for non prescription orders under $60 is $8.95.

Delivery estimates are based on pharmacy business hours. This is subject to Chemist 2U's confirmation of your order and is a guideline only. If an order is confirmed, Chemist 2U will use reasonable endeavours to deliver your order to the relevant address by the time stipulated in the app, though we cannot guarantee this. Factors that may change the delivery time include when an order is confirmed and paid (e.g. if it is paid outside of designated delivery or order hours), or any adverse weather, traffic or other events. We will contact you as soon as possible in the event of an unavoidable delay to make alternative arrangements.

You should not rely on Chemist 2U’s predicted delivery times or service availability to guarantee access to your health and medical needs. Any medication that is critical to your health or required to be taken on a strict schedule should be ordered well ahead of time, and you should not rely on Chemist 2U for urgent deliveries. Chemist 2U is a distribution provider and does not sell therapeutic goods.

Chemist2U Australia Pty Ltd
702, 10-14 Waterloo St
Surry Hills NSW 2010 Australia

* We are currently offering free delivery on all prescription orders & non prescription orders over $60. The delivery fee for non prescription orders under $60 is $8.95.

Delivery estimates are based on pharmacy business hours. This is subject to Chemist 2U's confirmation of your order and is a guideline only. If an order is confirmed, Chemist 2U will use reasonable endeavours to deliver your order to the relevant address by the time stipulated in the app, though we cannot guarantee this. Factors that may change the delivery time include when an order is confirmed and paid (e.g. if it is paid outside of designated delivery or order hours), or any adverse weather, traffic or other events. We will contact you as soon as possible in the event of an unavoidable delay to make alternative arrangements.

You should not rely on Chemist 2U’s predicted delivery times or service availability to guarantee access to your health and medical needs. Any medication that is critical to your health or required to be taken on a strict schedule should be ordered well ahead of time, and you should not rely on Chemist 2U for urgent deliveries. Chemist 2U is a distribution provider and does not sell therapeutic goods.

Chemist2U Australia Pty Ltd
702, 10-14 Waterloo St
Surry Hills NSW 2010 Australia