FAQ

FREQUENTLY ASKED QUESTIONS AND OUR TERMS AND CONDITIONS

In this section you will find answers to some of our most frequently asked questions.
If you have read the FAQ and still have some questions unanswered, please feel free to email us at info@pharmacyflame.com

How is my order delivered and what happens if I am not at home when my order is delivered?
Pharmacyflame.com uses a registered  e-parcel mail delivery system through Australia Post to deliver parcels within Australia. All parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes a card may get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first or follow the internet tracking details that will be provided by us. In order to ensure that your items ordered reach you in the best condition we have gone to great lengths to ensure that we employ an e-parcel tracking system that is both reliable and efficient.
For international orders a number of couriers can be employed to give you best service and all international customers will be advised of this.

How long will my order take to get to me?
Over 90 percent of orders are picked, packed and dispatched within 2 to 3 working days of placement, however this time can be even shorter if all items ordered are in the warehouse at time of receipt of order. Delivery times are reliant upon normal Australia Post delivery times.It is important to note that orders can only be dispatched Monday to Friday and depending on Australia post can take anywhere from 5 to 10 working days after dispatch from us, however we have been assured that delivery will in most instances will be quicker than this depending on where you live.

Is my order confidential?
All information collected by Pharmacy Flame is strictly confidential. We do not provide this information to any other party for any purposes. In addition, all Pharmacy Flame staff are legally bound by conditons of employment to the confidentiality of your order and personal details.

What happens if I am after a product that is not listed on the website?
Pharmacy Flame will endeavour to locate products that are not located on our website for sales. You just need to send the relevant information to info@pharmacyflame.com and we will try our best.

How do I cancel an order?
The best way is to email us ASAP and we will 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 by registered post at the expense of the customer. As long as the packaging is in original condition and not damaged and tampered with, a full refund less postage will be provided.

If I use a credit card to purchase my items can anyone else obtain my credit card details?
We are a secure site that uses the latest encryption methods to ensure security of payment. We do not see your credit card details when ordered online, with all transactions performed by the banking institutions. We do not store any credit card details, therefore additions to orders already placed or an changes in freight charged will require us to get in touch with you by mail or phone to finish the order.

If I live locally, can my order be picked up from a collection point to save on postage?
Orders can be picked up from another business within our group of companies called Sandgate Pharmacy located at 67 Brighton Road at Sandgate, Brisbane Qld on Mondays to Fridays between 9am and 5pm. If you have been automatically charged freight through our shopping cart then the freight will be refunded to you. If you wish to save on freight and use this option then please email us at info@pharmacyflame.com and we will direct you on how to have your order picked up.

Who owns and operates Healthflame.com?
Pharmacyflame.com  is owned and operated by Sandgate Pharmacy,  a registered pharmacy  in Australia and its Managing Director is Mr Christopher Sajnendra an Australian trained and registered pharmacist who has had over 15 years of experience in health,pharmacy,beauty and business experience both in Australia and overseas.

Where is Pharmacyflame located, and can we purchase at Pharmacyflame retail shops rather than through the Internet or mail order?
Pharmacyflame currently operates from Sandgate Pharmacy in Brisbane,Australia. Prices are only available through the website at present but plans are underway for a future rollout of Pharmacyflame Mega Stores nationally. We will keep you informed as this happens.

What is Pharmacyflame  Privacy Statement?
Our web server may make a record of your visit and log the following information for statistical purposes - the user's server address, the user's top level domain name (eg. .com, .gov, .au, .uk etc.), the date and time of the visit to the site, the pages accessed and documents downloaded, the referrring site and the type of browser used. No attempt will be made to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect the web server's logs.

What do we do with the data collected in our privacy statement?
Pharmacyflame uses this information to improve our services and capabilities in operating our business for you, the consumer. We do not sell, provide, or allow our information to be viewed by any other person other than those employed by Pharmacyflame. Pharmacyflame will also forward order addresses only onto Australia Post and any other courier employed  in order for the successful delivery of the parcel.

Why do we collect email addresses?
Pharmacyflame requires email addresses for correspondance in regard to orders placed and registration of users and to inform our customers of anything that may be of interest to their health. We do not use these emails for commercial use without prior consent.

What is the responsibilty of  Pharmacyflame and staff in regards to orders?
Pharmacyflames's prime objective is to ensure the safety of the customer in regards to the safe use of medications, vitamins or health products. Pharmacyflame staff reserve the right to refuse any orders it may deem to not fit this criteria, or of a nature that may be unsafe in its volumes or capacity for misuse. The sole discretion is that of the health professional in charge.

How can I pay for an order and is it safe?
Pharmacyflame currently  accepts most major credit cards such as visa and mastercard that are currently accepted by Paypal. The transaction is performed by Paypal ensuring the highest level of security, as well as eliminating the need for Pharmacyflame to see the card, as well as store numbers.

Why have I been initially charged for products that Pharmacyflame  could not supply?
All orders must be paid in full before Pharmacyflame will process them. Most of the order is consolidated by the next working day. In some instances, suppliers may not have stock of a product and Pharmacyflame was not informed until after an order was placed. We are currently developing new systems to limit this problem. In these cases, the item is cancelled from the order and a refund is given by way of a cheque or credit card refund.

How can I track the progress of my order?
You can also track your order status during processing as well as delivery by logging online, and clicking on your relevant order number. The status will allow you to see the stage it is at if it has not yet been shipped, and by pressing the “track order” button after it has been shipped, you can see the latest information Australia Post has on your order.

How can I pay for an International order?
You can pay by credit card over our website, however for the first order you may  need to supply a copy of the credit card to verify the name on the card is the same as the order.

Are there any restrictions on what I can order if I am ordering outside Australia?
Yes, we cannot supply certain lines to certain countries .We cannot send any product which are illegal or restricted in the country they are being sent to. We strongly recommend that if you are an overseas customer that you please view the overseas customs and courier guide listed for your country by going to this site  http://www1.auspost.com.au/international/

Do I need to have cookies enabled to use the healthflame web site?
Yes, you must be able to accept session cookies for all functions on the Pharmacyflame site to work.

If I am an international customer, how can I know how much the prices are in my currency?
The Pharmacyflame website prices can be changed to selected currencies from around the world. You can select you currency on the home page in the top left hand corner using the drop down box. The conversion rates are calculated daily using daily foreign exchange data.This will give you a close estimate of your order price. Once you have completed your order, your credit card will be charged the equivalent amount in Australian dollars, where your credit card issuer will then convert accordingly. Pharmacyflame does not have any involvement in the currency exchange process by the credit card providor that is viewed on your statement.

How are international orders sent?
Pharmacyflame has partnered with Australia Post and Toll Priority currently to ensure a fast cost effective delivery solution. the order is normally sent by Australia Post's Express post international.The cost of the freight is calculated once your order is placed with us, we will then advise you of the final freight amount via email and request that the final freight figure be paid before the order is dispatched, with the charge being showed in Australian dollars.

What happens if customs prevent my order from entering my country of stated delivery?
As each country in the world have their own custom requirements for specific products, it is imperative that if you are not certain whether a product can be delivered to your country of origin, you should check before you place the order. Where an order is returned to Pharmacyflame by customs in a resaleble condition, we will refund the amount less the freight incurred by us to send the order in the first place. Once again we strongly recommend that you view the international freight guidelines by clicking on this link.http://www1.auspost.com.au/international/

Can you provide us with an estimate of what sort of freight charges we will be paying for deliveries within Australia and International?

Delivery Charges
Within Australia
0 - 5kg    AUD$9.95 
5- 10 kg  AUD$14.95
10-15kg  AUD$19.95 
15-22kg  AUD$24.95 

*Please note that Australia post places a a restriction on maximum dimensions of parcel and thus freight charges can vary. If this is the case we will first contact you via email or phone to confirm new freight charges and then dispatch the order.

Outside Australia
Using Toll Priority or Express Post International (Australia Post)

Up to 2 Kg Please refer to the following zone.

Zone A Air - New Zealand
Upto 2kg    AUD$35
Extra 500g or part therof  AUD$3.50 

Zone B Air Asia/Pacific
Bangladesh, Bhutan, Brunei, Cambodia, Caroline Is, China, Cook Is, East Timor, Fiji, French Polynesia, Guam, Hong Kong, India, Indonesia, Japan, Kiribati, South Korea, Laos, Macao, Malaysia, Maldives, Mariana Is, Marshall Is, Micronesia, Myanmar, Nauru, Nepal, New Caledonia, New Zealand, Pakistan, Palau, Papua New Guinea, Philippines, Pitcairn Is, Samoa, Singapore, Solomon Is, Sri Lanka, Taiwan, Thailand, Tonga, Tuvalu, Vanuatu, Vietnam, Wallis and Futuna Is.
Upto 2kg   AUD$43
Extra 500g or part therof  AUD$4.55

Zone C USA/Canada/Middle East
Afghanistan, Bahrain, Canada, Comoros, Cyprus, Hawaii, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Madagascar, Mauritius, Mexico, Oman, Qatar, Reunion, St. Pierre & Miquelon, Saudi Arabia, Syria, United Arab Emirates, USA and Yemen Republic.
Upto 2 kg  AUD$51.50
Extra 500g therof AUD$6.60

Zone D Rest of the World
The rest of the world
Upto 2 kg AUD$63.50
Extra 500g therof $8.70

Terms and Conditions of Use
 
Thank you for visiting the Pharmacyflame.com web site. Pharmacyflame.com is one of Australia's foremost leading online Pharmacies and Health related Information Center which offers online shopping and health information to help with your well being. The site is designed to provide an enjoyable, convenient, secure, private and informative shopping experience for you to safely purchase products online, essential to maintenance of good health and for prevention of future illness. Also acccessible 24 hours a day, 7 days a week is an neasy and convenient method of ordering health related products online coupled with a wealth of free health-related information, articles and links. 

Pharmacyflame wants you to have a safe, most enjoyable visit, so we have established the following terms and conditions. This will ensure that we both know exactly what to expect from each other. By using this web site you agree to be bound by the terms following. Please take time to read them carefully. Your usage of the site indicates your acceptance of these terms and conditions and your placement of an order indicates your acceptance of these terms and conditions. By using this site you also acknowledge that the use of any and all of the information or services offered within this site or its subsidiary sites are subject to these Terms and Conditions of Use. Please read the Terms carefully.

The Terms may be modified at any time without notice to you by posting the revised Terms on the Site. Your use of the Site and any placement of orders made through the Site indicates your binding acceptance to these Terms as well as any modifications of the Terms. We encourage you to view this Site and the Terms regularly. Your continued access of the Site shall be deemed your acceptance to any changes the Terms.

Copyright
The information contained the site is protected by relevant copyright legislation in Australia and other applicable international treaties and may not be copied or used without the express permission of  Pharmacyflame.com, which reserves all rights. Please obtain permission to reuse any of Pharmacyflame content or graphics for any purpose whatsoever.

Disclaimer of Information
All information supplied carries no warranty whatsoever. Under no circumstances are the information and content within the Site intended for the purposes of treatment or diagnosis, or to prevent any disease(s). We strive to present the most updated information to you however, no warranty or guarantees are made concerning the accuracy and/or completeness or the information in or linked to or from the Site.
The information contained in the Site or on or in the packaging or labels of products advertised in the Site is not intended or implied to be a substitute for professional medical advice. It is merely for informational purposes only. Please consult the advice of your qualified health care provider with regards to any question you may have before following any of the information contained within the Site.

Disclaimer for Sale of Products
Pharmacyflame.com strives to present the most updated information and pricing of the products within the Site. We are not liable for any typographical errors, sudden price changes or any other change or increase in product prices whatsoever. Pharmacyflame is not liable for any error or changes in packaging, description, label or illustration of any product advertised within the Site.

We do not accept liability for any item listed on this site which is unavailable through being out of stock or discontinued. Some items on our website may be illegal entry into certain countries. We cannot accept any responsibility for seizure and / or forteiture by your customs.

Pharmacyflame reserves the right at any time and for any reason within our discretion without giving you any prior notice to:

(1)Refuse the sale of any product advertised within our web site
(2) Restrict, suspend or terminate your access to our web site 

Pharmacyflame.com is not liable to you or any other third party for taking any of these actions. We reserve the right to perform any of these actions whether or not an order has been confirmed and your credit card is charged. In the event that your credit card is charged and your order is cancelled, Pharmacyflame will issue a credit to your credit card for the amount that is wrongfully charged.

In Summary

The information on our site carries absolutely no warrantees at all.  Our internet site is intended to heighten awareness of health information and does not suggest diagnosis ortreatment. This information is not a substitute for individual medical attention. See your health care professional for medical advice and treatment. Pharmacyflame and its associated entities disclaims all representations and warranties, including for example warranties of merchantability and fitness for a particular purpose. In addition, Pharmacyflame Pty Ltd does not represent or warrant that the information accessible via this site is accurate, complete or current. Price and availability information is subject to change without notice. Pharmacyflame and Sandgate Pharmacy or any of its directors, employees or other representatives will not be liable for damages arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.