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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 with the in-app camera, or upload an image from your photo gallery, ensuring all four corners of the page are clearly visible. For Repeat prescriptions, please upload both scripts as shown in the template. You’ll be asked a few screening questions about your medical condition and history to ensure a smooth order fulfilment by the pharmacist.

 

*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 and selected your pharmacy, select Click & Collect or Home Delivery. If you are satisfied with your order, tap Place Order to submit your order.

Order

Once the pharmacy has received and confirmed your order, you’ll receive a notification to complete payment. Select your preferred payment method. For OTC items only, tap Place Order to proceed to your Order Summary where you can apply a discount code prior to checking out. Complete the transaction, sit tight and wait for your order to be delivered to your door by Packapill’s delivery partner. 

Complete

When the delivery driver arrives, please verify that the order number/Script ID are correct and sign to accept. You’ll need to provide the delivery driver with the original prescription you used to place 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!

We charge a flat rate of $4.99 for delivery plus a small convenience fee of $0.99 to use our service. This applies to each order – so ensure you include all the required items before confirming the order.

The Pharmacy sets the price of the medication.

 

When you place an order request to your preferred pharmacy, they will independently determine the price 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 our platform. We will contact the pharmacy for you, let them know how loved they are, and that you’d love to receive your next prescription delivery from them. Simply email care@packapill.com.

We love our local pharmacist too. 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 pharmacies on board with 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 would like them on board our on-demand pharmacy delivery service.

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 your loved ones 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.

For the first repeat, please scan or upload both the original and repeat prescriptions and ensure you have both scripts ready to hand over to our delivery driver when they arrive with your order – by default, the Pharmacy will retain your repeats on site.

 

You can find repeats under the ‘My Repeats’ tab. Tap My Repeats will display your ongoing prescriptions where you will be able to see how many repeats are left, and the days remaining on your current medication schedule.

 

To fill the next repeat, tap Add to cart on the repeat you want and proceed to checkout.

If you are not quite sure what you need, you can always request to speak to your pharmacist through our app before you place an order. They will give you a call to discuss your medical needs and can even place the order for you on their Packapill pharmacist dashboard, where you’ll be sent a 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. 

 

During checkout, you will see several options for delivery window. Packapill currently offers delivery in 1-3 hours or ‘on-demand medicine delivery’. If you want your delivery a little later OR the following day OR 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 problem! Packapill has a “Pickup” option where your orders are usually ready for collection within an hour of purchase, or as soon as the store opens the next day if you purchase outside of store hours.

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 via sms and on our app to track your order. We’ll let you know when your prescription order is confirmed, after which you will be sent a notification prompting you to make payment. You will be notified when your order is fulfilled and on its way to you. 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 Select Pickup to pick your order up 30 minutes after payment confirmation. Pickup 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 five 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; 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 your order has been confirmed by the pharmacy but payment has yet to be made, you can modify your order by giving the pharmacy a call, to include any OTC items or another script. Once you’ve paid, we are unable to modify your order so you’ll have to cancel the order and place a new one.

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 original/repeat prescription used for the order.

 

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

While we strive to make this a seamless experience for all customers, unfortunately, oversights can occur along the way.

 

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

 

For further support, you can contact us at care@packapill.com, providing us with 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!

OTC orders can be cancelled prior to checkout. 

 

To cancel your order, just tap ‘Cancel Order’ at checkout OR remove all items at checkout to start afresh.

 

For script orders, you have the option to cancel the order prior to payment even after your order has been confirmed. Once the pharmacy has confirmed your order, just click on the link sent to you via SMS to complete our payment (which will bring you straight to the checkout screen), Or access it via the payment email sent to you (where you can tap on ‘Pay Now’ to bring you to the checkout screen), all you have to do is tap ‘Cancel Order’ and your order is now cancelled.

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 once your order is completed (delivered or picked up), you will receive a receipt for your order via an email.

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 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 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.

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