** Free Shipping for Orders over $150* within Australia Metro Area (Excludes certain Formula ranges and bulky size items).

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IMPORTANT NOTICE

For Order to United States of America

Due to new US customs tariff pre-payment requirements, Duties and Tax are required to be collected to clear customs on all Order.

• Duties and Tax at checkout are estimate only, customer may be asked to pay additional charges to clear customs (where the ingredients of products changes duties and tax can increase).
• For some US regions, where duties and customs fees are charged at the border, the customer is responsible for these charges.
• We are not responsible for any delays or additional charges once the order has been dispatched.
• Shipping charges reflect our postage and handling costs and are dependent on factors such as size, weight and delivery location. Better Value Pharmacy reserved the rights to adjust these charges according to new Courier Services Fee. 

Australia Post has partly suspended services to the US, expect delays and other shipping services like DHL will be available at higher fee until further notice.

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 *Item with Label

Will be required to pay for Express / Same-day Shipping at check out and/or an additional Freight Fee will be sent separately. Payment must be made in full before the item ships out.

Dispatch times: Within 3 to 4 business days. 

How long will my order take to arrive?

*Please Note: Free Shipping only progresses by Standard Shipping Method.

What if my order hasn't arrived in the estimated time?

We know you’re probably used to our super-fast dispatch times, as well as our guarantee to have any orders placed before 2PM dispatched on the same day. However, due to the ongoing COVID-19 crisis, we have had to slightly modify our processes in order to ensure the absolute health and safety of our team members as well as our wonderful customers.

This will mean our dispatch times will be slightly delayed and we can no longer guarantee same-day dispatch for orders placed before 2PM. Rest assured, we are doing our best to send out orders as fast as we can! Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.

Please be advised that our delivery time guidelines are based on business days, which only include Monday - Friday and excludes public holidays.

If you believe your order is outside the specified time range of delivery, and you are having your parcel delivered to a business address, please check the mail room or reception for your parcel.

If your parcel is being delivered to a home address and you have left delivery instructions, please check around your property (such as the meter box, carport etc) for somewhere safe the delivery driver may have left your parcel.

Please check your confirmation email to confirm your delivery address was correct.

Who will deliver my parcel?

Your parcel will be sent via Australia Post (Express), Sendle and Fastway.

How to track your parcel with Australia Post:

1. You'll find your tracking number under "Tracking Number" in your shipment confirmation email.

2. Enter this tracking number at  http://auspost.com.au/track/track.html

For parcel enquiries, you can contact Australia Post directly on 137 678

If you have been through these processes and still cannot locate your parcel, please email us at Orders@bettervaluepharmacy.com.au.

How to track your parcel with Sendle:

1. You'll find your tracking number under "Tracking Number" in your shipment confirmation email.

2. Enter this tracking number at https://try.sendle.com/en-au/tracking

For parcel enquiries, you can contact Sendle by clicking here. 

If you have been through these processes and still cannot locate your parcel, please email us at Orders@bettervaluepharmacy.com.au.

How to track your parcel with Fastway/Aramex:

1. You'll find your tracking number under "Tracking Number" in your shipment confirmation email.

2. Enter this tracking number at 

https://www.aramex.com.au/tools/track/

For parcel enquiries, you can contact Fastway Couriers by clicking here. 

If you have been through these processes and still cannot locate your parcel, please email us at Orders@bettervaluepharmacy.com.au.

Ways to ensure you don't miss your delivery:

Our deliveries with our third-party courier partners are delivered with safe drop, meaning your parcel will be left in a secure place around your property if no one is home. If there is nowhere safe to leave your parcel, please note this in the Delivery Comments box at the final stage of checkout.

If you are having your parcel delivered to a work address, please ensure you include your business name and any delivery instructions (eg "Leave at Reception").

If your parcel is being delivered with our same-day delivery service, please ensure your mobile number is in the delivery comments or on your customer account, so we can contact you if necessary.

What happens if an item I ordered was out of stock?

If one of the items you've ordered is out of stock, your order will be placed on hold until the available item comes back into stock.

This will be reflected on your confirmation email, as your dispatch date will be delayed.

If you would like an update on when a product will come back into stock, please email us at Orders@bettervaluepharmacy.com.au.

Thanks for understanding.

Are leakages considered damaged items?

Minor leakage from creams, lotions, tins, or bottles can occur in transit. As manufacturers do not design these products specifically for parcel shipping, this is not considered a claimable fault.

What if I miss a delivery?

If you are not home and no safe place is available, the courier will send your parcel to the nearest collection point (newsagent, general store, or Australia Post outlet). Redelivery is not always available.

What if my parcel is missing after being scanned as delivered?

We will lodge an investigation with the courier, who generally responds within 7 business days. If the courier confirms the loss is their fault, we will resend your parcel.

What if I gave an incomplete address or my parcel was returned to sender?

If your order is returned due to an incorrect address or because it wasn’t collected in time, and you no longer want it, we will dispose of the goods with no refund. We do not accept change-of-mind returns.

If you want the parcel resent, you will be charged a Return to Sender fee plus new shipping costs.

Returns:

If you'd like to return an item to us, please view our return information page here.

International:

We may not be able to ship some items to locations outside of Australia and reserve the right to cancel and refund any order to be shipped outside of Australia. We apologise for any inconvenience this may cause.

For international orders, shipping charges reflect our postage and handling costs and are dependent on factors such as size, weight and delivery location. For some regions, where duties and customs fees are charged at the border, the customer is responsible for these charges. We are not responsible for any delays or additional charges once the order has been dispatched.

If the package is not collected, rejected at the border, returned to sender or fees and duties are not paid by you, and as a result, you do not receive your goods, you will not be entitled to any refund for the goods or the postage and handling fees. Certain items may be restricted in your country and may be withheld at the border. It is your responsibility to ensure what you order will be able to clear customs.

Your order will be sent to the address supplied at checkout. If you wish to have your order diverted to an alternate address, please follow the steps set out here.

Warranties may not apply for goods purchased for use outside of Australia, except where required by Australian law.

For estimated delivery times to your country, please visit Australia Post International and select your country to view the estimated times for each delivery service. A limited list of prohibited products is also listed on the website for each country.

Better Value Pharmacy ABN 85 192 632 123 (“Better Value Pharmacy”) recognizes the importance of privacy issues. This Privacy Policy outlines how we manage the personal information that we collect, use and disclose and how to contact us if you have any queries. This Privacy Policy does not cover personal information collected or held by us about our employees and is to be read subject to any overriding provisions of law or contract. A reference in this policy to “Better Value Pharmacy”, we, our and/or us is a reference to Better Value Pharmacy Pty Ltd and any of its subsidiaries, related entities and affiliates which may collect your personal information.

Collection of Personal Information by us

We are required to collect personal information to be able to provide requested products or services.

The kinds of personal information we collect and store will depend on what products and services you request from us. However, it may include but is not limited to:

• personal information you give us when you request a product or service from us. This information may include your opinion/preferences about specific products and services, your name, address, telephone numbers, e-mail address, credit card details;
• communications between you and us; and
• transactional information about your use of our products and service

How we collect Personal Information

We collect personal information when you voluntarily provide it to us, for example, when you:

• contact us or order products via our website;
• register or open an account with us online or in-store;
• purchase products in-store; or
• update an on-line profile that includes personal information such as your name and contact details.

How your Personal Information will be used

We collect your personal information so that we can use it for our functions and activities which include but are not limited to:

• processing your orders;
• being aware of any special product and service requirements you may have;
• providing you with electronic confirmation of your orders (where applicable) and advising you of any changes to our products and services;
• confirming your identity when you contact us;
• addressing any feedback or complaints you may have;
• any purposes for which it was requested and directly related purposes; and
• developing, improving and marketing our products and services.

If you do not provide us with your personal information, we will be unable to do one or more of the above (including being unable to accept any orders and service requests). You are taken to consent to management of your personal information in accordance with and in the manner specified in this Privacy Policy (which may change from time to time) until you tell us to the contrary by contacting us using our contact details below.

Exchange of Personal Information with third parties

Personal information we collect from you may be disclosed:

• to any entity to which we are required or authorized by or under law to disclose such information (for instance, Federal or State law enforcement agencies and investigative agencies, courts, various other Federal or State government bodies);
• to others that you have been informed of at the time any personal information is collected from you;
• to our business associates and others for purposes directly related to the purpose for which the personal information is collected;
• to Better Value Pharmacy management, personnel and related entities;
• to our professional advisors and other contractors; or
• with your consent (express or implied), to others.

We may sell, transfer, or otherwise disclose our database of personal information to an actual or potential successor entity, purchaser, or investor in connection with a corporate merger, consolidation, sale of our assets or a substantial part of our assets, share sale, investment transaction or other corporate rearrangement.

We may also obtain personal and other information from some or all of the above to enable us to provide our services or products to you. When we obtain personal and other information from third parties whom we are referred to by you, we will assume and you will ensure that you have made that third party aware of the referral of the persons and purposes involved in the collection, use and disclosure of the relevant personal or other information.

Use and disclosure of Personal Information by us

If we use or disclose your personal information for a purpose (the "secondary purpose") other than the main reason for which it was originally collected (the "primary purpose"), to the extent required by law, we will ensure:

• the secondary purpose is related to the primary purpose of collection (and directly related in the case of sensitive information), and you would reasonably expect that we would use or disclose your information in that way; or
• you have consented to the use or disclosure of your personal information for the secondary purpose; or
• the use or disclosure is required or authorized by or under law; or
• the use or disclosure is otherwise permitted by law (for example, as a necessary part of an investigation of suspected unlawful activity).

Collection of information other than personal

If you visit our website, some of the information we and/or our contractors collect about your visit to our website is not personal information because it does not reveal your identity. Information of this nature may include but is not limited to:

Site visit information

When you visit our website, we and/or our contractors collect general information about your visit which may include your server address, the date and time of your visit, the pages you accessed, the information you downloaded and the type of Internet browser you used.

We and/or our contractors may use this information in an anonymous, aggregated form, for statistical purposes only, to assist us in improving the quality and usability of our website.

Cookies

A cookie is a small string of information that a website transfers to your browser for identification purposes. The cookies we and/or our contractors use may identify individual users.

Cookies can either be "persistent" or "session" based. Persistent cookies are stored on your computer, contain an expiration date, and are mainly for the user's convenience. Session cookies are short-lived and are held on your browser's memory only for the duration of your session, they are used only during a browsing session, and expire when you quit your browser. We and/or our contractors may use both session and persistent cookies. This information may be used to personalize your current visit to our and our contractors' websites. Upon closing your browser, the session cookie is destroyed.

Most Internet browsers can be set to accept or reject cookies. If you do not want to accept cookies, you can adjust your Internet browser to reject cookies or to notify you when they are being used. However, rejecting cookies may limit the functionality of our website.

Location of Personal Information

We do not, and do not presently intend to, disclose or transfer any personal information to overseas recipients. If this position changes in the future, we will take reasonable steps to notify you.

Your personal information may however be transferred overseas if we sell, transfer or disclose our database of personal information to an actual or potential successor entity, purchaser or investor who is located or has offices overseas. It is not practicable to specify the likely countries in which recipients of information may be located in this regard.

Security

Whilst we endeavor to provide a secure online environment, there are inherent risks associated with the transmission of information via the internet and no data transmission over the internet can be guaranteed to be completely secure. We therefore cannot warrant the security of any information you provide to us over the internet. You provide information to us over the internet at your own risk.

We encourage you to play an important role in keeping your personal information secure, by maintaining the confidentiality of any passwords and account details used on our website. It is your sole responsibility to maintain such confidentiality. We will not be liable for any damage, loss or expense suffered due to such disclosure.

Third Parties

Our website may contain links to third party websites and social media features that are hosted by a third party. Links to other websites do not constitute sponsorship, endorsement or approval of the information found on those websites. You should evaluate the accuracy, relevance and suitability for your purposes of any such information. We are not responsible for the privacy policies or practices of third-party websites, and your interactions with any social media features are governed by the privacy policies and practices of the hosting entities.

Access and correction of Personal Information

You can ask to obtain access to your personal information that we and/or our contractors hold, although under some circumstances permitted by law, we may not provide such information to you. Also, we may not be able to require our contractors to provide personal information to you.

We may ask you to put your request in writing and pay a reasonable fee levied by us for attending to your request.

It is important to us that the personal information we hold about you is accurate, complete and up to date. If your personal information changes or you are aware that your personal information held by us is not accurate, complete or up to date and you would like your personal information corrected, or simply desire access to your personal information, please contact us at:

Better Value Pharmacy
 250 Springvale Road, Springvale
 VIC 3171, Australia
 
  03 9547 2911

If we decide not to correct or provide you with access to your personal information, we will give you our reasons for our decision.

Complaints

If you have a complaint about the way we have dealt with your personal information, please contact us at the above telephone number. If you are not satisfied with the outcome of your complaint, you may refer the matter to the Office of the Australian Information Commissioner at:

Website: www.privacy.gov.au
   Phone: 1300 363 992

Updates to Privacy Policy

We may amend this Privacy Policy at any time and may choose to do so at our discretion. If we do so,  the amended Privacy Policy will be posted on our website so that you will always be aware of how we manage your personal information.

Further Information

Please contact us if you have any queries about the personal information that we hold about you or the way we handle that personal information. Our contact details for privacy queries are set out above.

Further information about the Australian Privacy Principles and the application of privacy law to the private sector generally can be found by contacting the Office of the Australian Information Commissioner (details above).