Frequently Ask Questions

Frequently Ask Questions

How do I return a product that I purchased from a Wizard Pharmacy?

To return a product purchased from a store you must return it to the store you brought it from. For more information on here Returns Terms and Conditions click here.

How do I return a product that I purchased online?

If the product was purchased online you must return it back to the distribution centre if the product was delivered or return back to the store you collected it from if the product was purchased as part of a Click & Collect order. For more information on Returns Terms and Conditions click here.

I have been approved for a refund. How long will it take for the money to be credited back to me?

Refunds will take 2-5 business days to be processed.

I want to return a product, but I’ve lost my receipt. What do I do?

All returns require you to have a receipt if you have lost your receipt please speak to the store you purchased the product from or contact our customer care team at

Is my original delivery fee refundable when I return an online purchase?

Your delivery fee is not refundable when I return an online purchase.

What are the conditions for a change of mind returns?

We do not allow for a refund on change of mind products, however, you are able to receive an exchange. For more information on here Returns Terms and Conditions click here.

What should I do if I am missing an item from my order?

Contact us immediately at and we will investigate this for you.

What should I do if I receive a product which is damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect?

Contact us immediately at and we will investigate this for you and either issue you with a replacement product or issue you with a refund.

What are the delivery fees and options for online purchases?

If your online order is over $99 (including GST) we will ship your order free of charge. If your order is under $99 a charge of $8.95 will be applied to your order for shipping.

  • Express shipping is available and costs $17.95 for the purchase less than $75 or $10 for purchases over $75.
  • Delivery times; Standard Post within Australia: Allow 2 - 7 working days for most areas. Certain rural areas may require longer.
  • Express Post within Australia: Allow 1 - 3 working days for most areas. Certain rural areas may require longer.

When may Express Post not be an option?

Express Post is not available for goods on the Australia Post Dangerous Goods list, which is subject to change at any time. This includes but is not limited to flammable items, pressurised aerosol cannisters and lithium batteries. For an up to date list, please refer to the Australia Post website

If an item deemed asdangerous goods is included in an order where Express Post is requested, shipping charges will be refunded and your order will be sent by standard post.

If there is another reason that Express Post is not viable for your order, you will be contacted by our customer service team to determine the best course of action.

Can I send a single order to more than one address?

Order must be sent to one address and cannot be split.

Can I specify special delivery instructions and choose a delivery time?

At this stage, you cannot specify delivery instructions and choose a delivery time.

Do you deliver in my area?

Wizard Pharmacy orders will be delivered to any area covered by the Australia Post system, excluding overseas.

Do you deliver internationally?

At this stage, we don’t deliver internationally, however, stay tuned!

How can I track my online order?

An online order can be tracked via the Australia Post tracking number that you will receive when the order has shipped, and you will also receive emails informing you when the order has been delivered. When placing an order for Click & Collect you will receive a communication, SMS and an email, to inform you that your order is ready to be picked up and another communication to inform you when it has been collected.

How do you deliver my online purchases?

All online orders are delivered via Australia Post.

How long will it take for my order to arrive?

Orders will take between 5-10 business days which is dependent on the delivery option that was selected at the time of purchase and on your location.

How will I know when my order has been shipped?

We’ll send you an email to let you know that your order is on its way. You will also receive an email from Australia Post that will contain your tracking information for you to follow your order as it makes its way to you.

What happens if I do not complete the delivery address for my online order correctly?

If you don’t complete your delivery address correctly, we may not be able to send your order and we will get in contact with you to rectify the issue.

What if I am not around when my order is delivered? Who can accept my delivery?

If at the time of delivery, you are not available to accept your delivery someone can either select it on your behalf or the parcel will be taken to the closest Australia Post outlet for you to collect from there.

What should I do if my parcel does not arrive?

If your parcel does not arrive please contact us at so that we can investigate this for you. In addition to this you can also contact Australia Post with your tracking number so that they can investigate this for you.

Can I layby products?

Products can be put on layby in-store however this service is currently not available online.

Can I use my Value Vouchers, Gift Cards or any other vouchers to purchase online?

Yes, you can! When completing your transaction, you will be able to select a Value Voucher to use, remember you can only use one per transaction, and you will also have the option to redeem your gift card as well.

I'm a Wizard Rewards member and have lost my receipt/tax invoice. Can I get a replacement?

If you require a new receipt or invoice, please contact our customer care team at

I'm not a Wizard Rewards member and have lost my receipt/tax invoice. Can I get a replacement?

If you require a new receipt or invoice, please contact our customer care team at

What is the CCV on a credit/debit card?

A CVV number (or card verification value) or CVC (card verification code) on your credit card or debit card is a three or four-digit number on your card. If you have a Visa or Mastercard branded credit card or debit card, it'll be a 3 digit number located on the back of your card. If you're using an American Express issued card, the CVV will be a four-digit number found on the front of your card.

What payment methods can I use for online purchases?

You can pay for your purchase by using either a debit or credit card or if you are a Wizard Rewards member, and let’s face it who wouldn’t want to be one?,  you can use your points or vouchers.

What should I do if my credit card is declined?

If your credit card is declined check the details that you entered to make sure that everything is correct and if they are checked with your bank.

Will I get a tax invoice for an online purchase?

Yes, you will.

How do I join Wizard Rewards?
You can easily do this Online or Instore.
What does it mean to ‘Activate’ my Account?
To activate means we have all the information we need from you to give you maximum Rewards. If you do a quick sign up, you can get the card and start earning points, but you can't use the points until you're activated.
How do I activate?
If you have registered and provided your email, you should have received an email with a unique code on it. If not, simply call or drop into your Preferred Wizard Pharmacy for help. If you don’t have an email, simply drop in and we’ll sort it out for you!
How do I earn points and how many?
You earn points for shopping with us. We also give bonus points from time to time. You will usually earn 3 pts for every $1 spent in-store, Seniors earn triple points. But like we said, we have heaps of offers on certain products and promotions. We also have Bonus points and other offers.
Can I check my Balance Online?
Yes, if you've provided your email. If you haven't, head in to store. You can check in there or provide an email and we can set you up Online.
How do I get my card?
Come and grab one in-store BUT if you have an email address on our system you don't technically need one as we have Virtual Cards for email customers.
What if I lose my card?
Easy, we give you a new one when you're next in-store.
How do I redeem Points or Vouchers?
Head in-store and shop from our huge range!
How can I update my address?
If you have provided an email, just log in and change, or you can come in-store and we'll do it for you.
I've moved, and want to change my 'Preferred' Pharmacy?
No problem, just email
If I don't want to have a card how does that work?
You can have a ‘Virtual Card’. If you know what this means then it’s easy. If you don’t understand we can show you in-store.
Can we have a family card?
No, because Wellness is our focus, we need to know who YOU are. By having a card per person you also get more rewards, starting with a $5 activation voucher that can be spent on anything!
Can we get points on anything?
Almost everything. There are a few exclusions such scripts, and a few promotional lines.
How quickly do the points get on the card?
I'm a Senior / Pensioner / Veteran Card Holder, what do I get?
Wizard Rewards is great for Seniors. You get Triple points, Bonus Points, Vouchers, Exclusive Access to Special Events. This may also qualify you for discounted scripts after January 1.
Are you going to send me heaps of emails etc?
No, you control how much we speak to you.
What's the minimum spend on points?
Nothing. Well technically 1c, but close enough! No waiting for a $20 voucher to arrive, do it when you want to!
Can I donate my points to charity?
Yes, you will be able to but not until early 2016. So start saving them up and we'll let you know when!
Do Vouchers expire?
Some do some don't. Expiry Dates are shown on your profile or we can let you know in store.
How do I use a voucher?
You can print them, but you don't really need to as we have them on record in-store.
Can I use the vouchers at all stores?
Different vouchers will have different conditions on how you can use them. Don’t worry though we will explain how to use the voucher and where when we send you an email or you can check your account online for more information. 
What happens with 2-3 Wizard so close to each other?
Basically you can earn points at any of them, you can also burn points at any of them. The only small hitch is with a few of the vouchers, they will need to be used at your Home Pharmacy! But most are fine to use throughout our Pharmacies.
What is a Preferred Pharmacy?
This is your Home Pharmacy in which your account has been set up in. It acts as a point of contact if you have any issues or questions that you would like to talk about with one of our friendly team members. 
What about prestige ranges like Estee Lauder and Lancome? Do I get points on these?
Oh yeah!
What is the points balance on the receipt?
This is the balance BEFORE this transaction minus any points you have spent.
How do I know how many points I earned on this transaction?
You can check your account later online, or ask us in-store. There is a full points audit trail so we'll never miss anything.
What if I think I missed out on points?
You can check out your statement online, or Come and see our manager.

Do you store my credit card details?

No, we don’t store any card details.

How can I work to keep my Wizard Rewards account secure?

Make sure that you set a password that is not used on any other sites and do not keep your password written down or stored elsewhere.

What should I do if I think I've been contacted by a fraudster or a scammer?

If you think you have been contacted by a scammer you can contact us immediately at and we will be able to confirm if we have contacted you, if possible send through a copy of the communication that you received so that we can investigate it for you. We will then be able to give you instructions on what you should do next.

Which internet browsers are supported?

All internet browsers are supported.

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