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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 customercare@wizardpharmacy.com.au.

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 customercare@wizardpharmacy.com.au 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 customercare@wizardpharmacy.com.au 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: up to 14 working days for most areas. Certain rural areas may require longer.
  • Express Post within Australia: up to 7 working days for most areas. Certain rural areas may require longer

For up to date information on Australia Post shipping times, please refer to the Australia Post website

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 as dangerous 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.

All perfume, cologne, eau de parfum and eau de toilette which contain alcohol are considered a 'dangerous good' and as such are not able to sent via Express 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.

I ordered Express Post, but my order took more time than I expected?

Wizard Pharmacy Online Store sources product from across the Wizard network, At times, this may mean a delay for your order to be shipped. If this is the case, we will send you an email to keep you up to date.

Where all products in your order are available, Express Post cuts offs are 12 noon WST for dispatch the same day provided it is not a weekend or public holiday, 

Any medications that can be supplied by a pharmacist only will require phone contact prior to your order being dispatched.

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. 

How do you deliver my online purchases?

Currently, all online orders are delivered via Australia Post. Should you have a large order or your area is not covered by Australia Post, please get in touch with us at customercare@wizardpharmacy.com.au and we will do our best to help!

Do you deliver internationally?

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

How long will it take for my order to arrive?

Orders will take up to 14 business days from the time of dispatch. This is dependent on the delivery option that was selected at the time of purchase and on your location. If there is a delay to dispatching your order, we will do our best to keep you informed.

How can I track my online order?

You will receive emails informing you the status of your order and to confirm when your order has been shipped. If you are concerned that there has been a delay or you have not heard an update for some time, please get in touch with us at customercare@wizardpharmacy.com.au and we will do our best to help! 

When placing an order for Click & Collect you will receive 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 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 a signature is required at the time of delivery and you are not available to accept your delivery, someone can accept it on your behalf or the parcel will be taken to the closest Australia Post outlet for you to collect from there.

If a signature is not required, the parcel will be left in a safe place.

What should I do if my parcel does not arrive?

If your parcel does not arrive please contact us at customercare@wizardpharmacy.com.au 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 customercare@wizardpharmacy.com.au

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 customercare@wizardpharmacy.com.au

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.

Are all the products stocked by Wizard Pharmacy available via the Online Store?

At this stage, we have many products available online, but not all. Keep an eye out as we extend the range or use our Store Locator to find your nearest store.

Are all products available in every Wizard Pharmacy?

Not all products are available in every Wizard Pharmacy. If you wish to check if a product is available before going in-store you can confirm by ringing the store. To find your closest store you can view our Store Locations here (link to store locations page).

Can I buy Gift Cards online?

At this stage, you are unable to buy gift cards online, but you can buy them at our conveniently located 24 stores throughout WA.

Can I exchange, return or refund my Gift Card?

Gift cards cannot be exchanged or refunded for cash.

What value can I put on a Gift Card?

When purchasing a gift card there is a minimum of $10 however there is no maximum value that you can set.  

Can I get my medical prescription or pharmacy-only medicines filled via Wizard Pharmacies online store?

At this point in time prescription medication must be purchased in-store however pharmacy online medicines can be bought online but you are required to speak to a pharmacist prior to your order being delivered or picked up in-store.

Can I order samples or testers online?

Unfortunately at this stage, you cannot order samples online if you wish to see a sample of a product you can visit one of our stores and our friendly team members will be able to assist you.

Can I reserve products online for pickup from my local Wizard Pharmacy?

When shopping online you can choose to Click & Collect your order from your local Wizard Pharmacy. 

Does the product price include GST?

Not all products include GST however when you have added a product to cart it will inform you if the product price includes the GST or not and your order total will include GST.

How do I get my Free Gift With Purchase?

The Gift with Purchase will be placed with your order for delivery or Click & Collect.

How do I search for products in the online store?

To search for the product within the online store using the search bar at the top of the page by writing in the product name or description and press enter. Relevant products will then be displayed for you to view and to select.

How does ‘Buy 3 for 2’ offer work?

When there is a Buy 3 for 2 offer products will be marked and you can select from these products. The offer will then result in you paying for only 2 items with the 3rd item being free. The free item will be the product that is equal or lesser in the price of the other 2.

Where can I find the Wizard Pharmacies latest catalogue or promotion?

Locate the latest catalogue under the Catalogues tab at the top of the page.

What qualifies a product to be included in the Australian Made item group?

Products within this group are manufactured in Australia. Ingredients or componentry may be sourced locally or internationally. Other items across the website may also be made in Australia and not appear in this group.

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 customercare@wizardpharmacy.com.au
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 customercare@wizardpharmacy.com.au 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.

Can I cancel or change my order?

If you wish to cancel or change your order please contact our customer care team at customercare@wizardpharmacy.com.au

Can I earn Wizard Rewards points on my online purchases?

Any valid purchases made online when you are logged into your Wizard Rewards account will earn you purchases. You will also be able to redeem your points and vouchers on your online transactions as well.

Do I have to be Wizard Rewards member to shop online?

No, you don’t! But we would recommend that you join as you get $10 off your first transaction, plus you will also earn points on your purchases as well receive Value Vouchers to sue when you shop as well. Join Wizard Rewards here (link to Wizard Rewards sign up page).

How do I place my first order online?

Simply find the product you wish to purchase, then click on add to cart. You will be prompted to select either delivery (if available) or Click & Collect. Once your select has been made you will be unable to change unless you empty your cart and start over.

Once you have selected all the items you wish to purchase proceed to your cart. Here you will begin the checkout process.

How will I know if my online order has been completed successfully?

When your order has been completed you will receive an email to state that your delivery is on its way or to come and collect your order in-store.

Is there a minimum order amount?

There is no minimum order amount when you shop online.

What does it mean to Check out as a guest?

To check out as a guest means that you are not a Wizard Rewards member and that you won’t earn points on your purchase. But who would want to do that?

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