fbpx

Frequently Asked Questions

Want to know more? Perhaps you have a specific question about Packapill? Our Frequently Asked Questions is a great place to start. Read more now.

GENERAL

Packapill is an Australian digital platform connecting patients to their local pharmacy and facilitating pharmaceutical delivery services in the Perth Metropolitan area. Packapill has partnered with AHPRA registered physicians and a range of trusted pharmacy locations to take some of the stress out of feeling unwell.

 

Download the app on Android or iOS, and start taking back time with Packapill!

Upload

Take a clear photo of your prescription using the in-app camera, or upload an image from your phone gallery. Try to take your photo so that all four corners of the page are clearly visible, and provide both scripts as shown in the template for Repeat prescriptions. You’ll be asked a few screening questions about your condition and medication history to help the pharmacist process your order.

*Please be sure to retain the hard copy of your prescription for the delivery driver*

Browse

Packapill has partnered with a range of trusted pharmacies in your area to choose from. Once you’ve provided your delivery address, tap to choose Click & Collect or Home Delivery, then choose your preferred pharmacy. If everything in your order looks right, submit your order request.

Order

The pharmacy will receive your order request and will confirm the price for the order. You’ll receive a notification to complete payment – Select your preferred payment method, complete the transaction and wait for our Packapill delivery network to deliver your order.

Complete

When the delivery driver arrives, you’ll verify the order with your app order number/ Script ID and sign to accept. You’ll also provide the delivery driver with the original prescription you used to process your order, so they can return it to the Pharmacy. Without this prescription the driver can’t deliver your order, so be sure to keep it on hand!

To use the Packapill pharmacy delivery services we have a really simple flat rate delivery charge of $4.99. This applies to each order - so make sure you include all the items you want to buy before confirming! We also charge a small convenience fee of $0.99 for the usage of the platform.

The Pharmacy sets the price of the medication.

When you place an order request to a Partner pharmacy, that location will independently determine the price they provide based on their own pricing list.

Packapill partners are established and reputable Australian pharmacies with locally employed pharmacists and pharmacy technicians to provide you with trusted and reliable service, every time.

We are still new, and not everyone knows about us yet! If you love your local pharmacist, you can reach out to them to let them know about us. Or you can reach out to our customer care team and let us know who you want to see on the platform. We will contact the pharmacy for you, and let them know how loved they are, and that you’d love to get your next prescription delivery from them. Simply email care@packapill.com.

We love our local pharmacist too. This is why you don’t have to change pharmacists if you have been seeing the same one and have a great relationship with them. We have over 100 pharmacy’s on Packapill, and if you don’t see the one you want - you can contact our team and we can reach out to them, to let them know you want to get on-demand chemist delivery from their pharmacy.

Absolutely! We have a dedicated section within the app for you to add family members or individuals you might be caring for, so you can manage medications for multiple people all in one place. 

If you are a carer facility and want to find out more about how Packapill can make medication management easy for your residents please contact us at care@packapill.com.

There are a few steps involved in processing a repeat prescription.

For the first repeat, upload your prescription to be filled as usual. Please ensure that you provide both your repeat and original hard copies to our delivery driver when completing the order – by default the Pharmacy will retain your repeats on site.

You can find repeats under the ‘My Repeats’ section of the app. Tapping My Repeats will show you your ongoing prescriptions –  you can see how many repeats are remaining on the script, and the days left on your current medication schedule.

To fill the next repeat, you can tap ‘Order’ and begin processing the order through the same fulfilling Pharmacy as before.

Prescriptions on file can be picked up at any time from your fulfilling Pharmacy.

You can request to speak to your pharmacist through our app before you place an order if you are not quite sure what you need. They will give you a call to go through your options and they can even place the order for you in their Packapill pharmacist dashboard and send the link through to your phone for secure payment. Simple!

ORDERS & DELIVERY

At Packapill we have simplified instant scripts delivery as well as prescription and over the counter pharmacy item delivery. 

 

Before you place your order, you will see a few options for delivery. Packapill currently offers delivery in 1-3 hours or ‘on-demand medicine delivery’ or if you want your delivery a little later, or the following day, or really any day in the future, you can schedule a delivery that suits your needs.

Don’t have time to wait? Already heading to the store? No problems. Packapill allows you to click and collect pharmacy products and prescriptions as well.

Packapill currently offers pharmacy and prescription delivery to all major metropolitan suburbs.

If you live in a suburb below, we deliver to you!

You’ll receive updates in the app to follow your order. We’ll let you know when your order is being processed when you’ll need to pay, when the medication has been dispensed and when your delivery is on its way. You’ll see an estimated delivery time at check out.

Typically, pick up orders will be ready in 30 minutes and deliveries completed within 3 hours of placing your order.

Schedule ahead for a preferred delivery date and time, or order Click & Collect to pick your order up 30 minutes after payment confirmation. Click & Collect orders will be retained at the pharmacy for 7 days after processing and will be automatically cancelled if left uncollected. 

Items can be ordered at any time, and orders will be processed depending on the operational hours of the pharmacy you choose. Delivery times are allocated based on the three 3-hour delivery windows available as indicated in-app.

Our delivery service network operates from 9 am until 7 pm, Monday to Friday, and from 9 am to 5 pm on weekends. For same-day delivery please ensure your order is confirmed prior to 4 pm; note orders placed after this time may only be available for next-day delivery.

Click & Collect is available depending on the operational hours of the pharmacy you select.

A flat rate delivery charge of $4.99 applies to each order, as does a convenience fee of $0.99 for the usage of the platform.

Once you’ve placed your order and the pharmacy has confirmed the medication we’re unable to modify the details of the order. This includes the items within the order and the pharmacy you’ve selected to process your order request.

You’ll have to cancel the order and process another.

Unfortunately, you will need to be home to accept your delivery.

Delivery drivers are required to return orders back to the fulfilling pharmacy if you aren’t home to sign for the order, or if you are unable to provide the prescription used for the order.

If you miss your delivery, please contact your fulfilling pharmacy.

While we strive to make every order easy, unfortunately, errors can occur along the line.

If you’ve received incorrect items in your order, please contact the issuing partner pharmacy that dispensed your medication. It’s important that all packaging remains intact and medication seals remain unbroken.

For further support, you can contact us at care@packapill.com using your Packapill registered email ID and the transaction details of the order.

You can also send us an email to provide feedback on how your order went!

Orders can only be cancelled prior to checkout. 

To cancel your order just press ‘Cancel Order’ at checkout, or head to ‘My Orders’ in the app menu and tap ‘Cancel’ in the ‘Order Details’ section of the app before you finalise your payment.

PAYMENTS & REFUNDS

We accept both Credit and Debit Card (Visa, MasterCard and Amex) payments. At our secure checkout please select your preferred payment option and await your order Invoice as confirmation.

No, we don’t accept cash for delivery or store pick up. Rest assured, all payments completed in the app are secure!

If your payment can’t be processed, please make sure you’ve entered your card details and payment method correctly. 

You can contact us via email at care@packapill.com using your Packapill registered email ID and we’ll get back to you as soon as we can.

If you find a ‘transaction failed’ error but your order has been deducted from your account, please reach out to us via email for a refund.

To help ensure customer safety and quality assurance, our partner pharmacies don’t accept medication returns due to a change of mind.

Please check your package carefully at the time of delivery.

If you receive an incomplete order/ prescription or receive damaged or incorrect items, we apologise – and you may be entitled to a refund. 

For us to process a transaction refund request, please write to us at care@packapill.com and detail your transaction number and the nature of the mistake in your order – include photos if appropriate.

Packapill requires all medication items to be returned to the issuing pharmacy in their original condition.

Refund requests must be lodged within the next business day from the order date. Items that are opened, partially used or disfigured are not eligible for a refund. Items being returned should be in their original packaging with medication seals, labels and barcode intact.

Refund transactions will be processed within 3-10 business days, depending on your banking institution or method of payment.

Packapill Medicine Delivery App Log

Packapill is an Australian digital platform connecting customers and patients to their local pharmacy and facilitating pharmaceutical delivery services in the Perth Metropolitan area.

We acknowledge the Traditional Owners of the land where we work and live, the Whadjuk people of the Noongar nation, and pay our respects to Elders past and present. We celebrate the stories, culture and traditions of Aboriginal and Torres Strait Islander Elders of all communities who also work and live on this land.

Download the app and Take back time

© 2021 Packapill Pty Ltd

Download the app today

Download the Packapill App today from either the Apple App Store or Google Play Store.