Home > FAQs

Are all items in your catalogues available on your website?

Not all items displayed in our catalogues will be available to purchase on the TerryWhite Chemmart website. These products are available at participating TerryWhite Chemmart stores while stocks last..

How do I create a new account?

You will need to register an account to purchase on TerryWhite Chemmart Online. Simply click the Register button and complete the requested details. You can create an account once you have selected products.

I've forgotten my password, how do I set a new one?

If you've forgotten your password. Click here. Enter your email address and we will email your password to you.

I've ordered on the TerryWhite Chemmart website before but I want my next order delivered to a new address. How do I do this?

You order what you require as normal and follow the prompts through the site. A question will appear saying do you want the order sent to the following address (i.e. the address you last provided) or would you like a different postage address. If you wish to change the address, select this option and fill in details, then continue as normal.

How do I cancel an order?

The best way is to email us ASAP and request to cancel it. You must remember that in most cases, orders placed are dispatched the same or next business day. Orders that have been dispatched cannot be cancelled and will have to be posted back at the expense of the customer. As long as the goods and the packaging are in original condition, a full refund less postage will be provided.

How long will my order take to get to me?

Over 90 percent of orders are picked, packed and dispatched within 2 - 3 working days of placement. A timetable can be found on our website under 'postage and handling'. It is important to note that orders can only be dispatched Monday to Friday.

Do I need to have cookies enabled to use the TerryWhite Chemmart website?

Yes, you must be able to accept session cookies for all functions on the Terry White Chemmart website to work.

What happens if a product is out of stock?

If a product is out of stock, you will get a call offering a substitute or a credit, or you can wait until the product comes into stock.

Why do we offer a generic-branded product?

TerryWhite Chemmart is interested in saving our customers money. Where equivalent less expensive brands of a medication are available, you will be asked if you would like us to substitute the brand you ordered with these. These less expensive brands are in no way inferior in quality or strength, but are less expensive due to the companies supplying them being more competitive in pricing. In many cases, the same companies make both brands!

If I use a credit card to purchase my items can anyone else obtain my credit card details?

The TerryWhite Chemmart website is tested and certified regularly by independent 3rd party security firms to help protect you from identify theft, viruses, spyware and other online threats. We do not see your credit card details when ordering online. All transactions are performed by the banking institutions. We do not store any credit card details, therefore additions to orders already placed will require you to phone through payment details or place a new separate order.

Why do TerryWhite Chemmart only accept Credit Card payment online?

There are a number of payment methods to use at your convenience.We recommend using a Credit Card when purchasing online for the following reasons. Benefits of using your Credit Card when paying online are: You are automatically protected against credit card fraud 2. Has the fastest processing time, meaning your goods are dispatched sooner and Provides the highest level of consumer protection. The TerryWhite Chemmart website is tested and certified regularly by independent 3rd party security firms to help to protect you from identify theft, viruses, spyware and other online threats.

Why have I been initially charged for products that the TerryWhite Chemmart website could not supply?

All orders must be paid in full before the TerryWhite Chemmart website will process them. The TerryWhite Chemmart website stocks in store around 90% of products ordered and orders any other products. Most of these arrive the same day the order is placed.

Which credit cards do you accept?

We accept the following Credit Card types: Visa, Mastercard, Diners Club and American Express.

How does the Price Match Guarantee work in-store?

We will price match any competitor's advertised price on any product we stock. Conditions of price match offer: 1)The offer does not apply to PBS prescriptions. 2)The offer does not apply to prices advertised by online retailers, other than our own TerryWhite Chemmart online store and is at the discretion of the individual franchise store. 3)To apply, the customer must, within the date range of a current advertised price, provide evidence to our satisfaction (advertisement, broadcast or catalogue) of the unconditional offer to the public of the product at the advertised price. 4)The offer does not apply to typographical errors, where the advertised price is conditional or the product is part of any promotion involving any free or bonus offer. 5)The offer only applies to products purchased in retail quantities.

How can the TerryWhite Chemmart website assure professional quality standards are met and maintained?

The TerryWhite Chemmart website is Quality Care Pharmacy (QCPP) accredited for retail, internet and mail order pharmacy. QCPP is an industry-developed quality assurance program developed by the Pharmacy Guild of Australia with the assistance of other industry stakeholders. It serves to raise the standard of customer service in individual pharmacies across Australia - providing an industry-wide guarantee of retail service quality and professional practice. If your current online pharmacy is not accredited you should ask yourself why.

Is my order confidential?

All information collected by the TerryWhite Chemmart website is strictly confidential. We do not provide this information to any other party for any purposes. In addition, all the TerryWhite Chemmart website staff are legally bound by conditions of employment to the confidentiality of your order and personal details.

What is TerryWhite Chemmart Online Privacy Statement?

The TerryWhite Chemmart privacy statement can be found here: http://www.terrywhitechemists.com.au/privacy-policy

Can Fragrances be returned for exchange or refund?

A fragrance return will only be accepted if the return is made with 30 days and is accompanied by a receipt. All original packaging must be intact and the fragrance must be unopened and in a re-saleable condition.

How do I organise a refund?

Once we have received your items in their original condition, we will process your refund. This will be completed no later than 48 hours after your goods are received. We will call you to arrange the refund and you will need to provide details of the original method used to purchase the goods.

Can I phone and talk directly to a pharmacy assistant?

Yes. We have pharmacy assistants available on the phone 5 days a week from 9.00am to 5.00pm Monday to Friday, on a FREE call number. The phone number is 1800 653 662.

Why can I only order one lot of an National Health Service (NHS) item at a time?

The government under the National Health Service (NHS) subsidises many medicines so that all Australians can have access to affordable prescription medicines. Because they are paying for some or all of the cost of these, they impose restrictions on how frequently they can be dispensed. This varies from item to item but you can ask your pharmacist what the time interval is on a particular product. In most cases the time interval is 21 days. Items dispensed before this time interval cannot be covered under the NHS except in special circumstances.

Can I return prescription medicine or any preparation for oral use for a refund?

No. Unfortunately due to Health regulations, medicines including any preparation that is taken orally cannot be returned for credit. This is because once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with.

Do the TerryWhite Chemmart stores keep the same products as listed on the TerryWhite Chemmart website?

TerryWhite Chemmart does endeavour to stock the same products online and in store. Products that are stored in the fridge and heavy or bulky items cannot be supplied through TerryWhite Chemmart website.

Where do I go to access my RewardsPlus account online?

Log on to www.terrywhitechemists.com.au/rewardsplus to view your account.

I can only see "In Store Only" for a product I want to purchase. What does that mean?

"In store only" means that that product is temporarily unavailable in our online warehouse. We recommend contacting your nearest store to enquire about local store availability, or alternatively check back on the site in a few days. Products listed as "In Store Only" may not be available at all TerryWhite Chemmart stores, however we do endeavour to stock these where possible. Please contact your local store to confirm availability.

Are the prices at the TerryWhite Chemmart website different to instore at TerryWhite Chemmart?

In most cases, the prices are the same but they can vary on some items. Please check with your local TerryWhite Chemmart store on the price and availability of products.

Why are some of the prices online different to the prices found instore?

The TerryWhite Chemmart website is an independently owned business, as are all of the pharmacies in the TerryWhite Chemmart group, and as such, while prices are broadly consistent, each store owner determines the pricing in their own store. The price shown on TerryWhite Chemmart website is the advertised price by the owner of the TerryWhite Chemmart website business and that price may not be the advertised price by the owner of another TerryWhite Chemmart store. There are many valid reasons why the price of products on-line are less than the price of the same products in a physical retail store. There are also genuine reasons why the price of products in a particular location are less than the price of the same products in another location.

Does this website reserve the right to correct website errors and refuse affected orders?

Yes. Unfortunately accidents happen from time to time, and we reserve the right to correct errors made on this website. We can refuse to honour, not accept and cancel your order for any reason, which includes (but not limited to) pricing, product availability, product images, product descriptions, and general errors. We will do everything we can to rectify these issues as quickly as possible. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell.