Below we have outlined some common questions our customers ask us. If you do have
a question, you may find an answer to it here. If not, please don't hesitate to
contact us.
Question
areas:
How to Select a Product
Q. How do I select a product to order?
A. Select a product by following these simple steps:
1. Use the search box to locate your product by typing the name of the product
into the search box and click the arrow (eg: Lipitor). If you are not sure of the
exact spelling of the product, use the alphabetical search function on the Product Catalogue page (eg: ‘L’).
Some popular products are listed on the left side of each page, and you can
click directly on these product links to see prices and to order.
2. Click on any product listed to see the range of product options.
3. Click on the product option you wish to order to see the price.
4. Type the quantity you wish to order in the quantity field and click on the 'Add to Cart' icon which is below the quantity field.
5. You will now have the product you wish to order and the quantity you selected
in your 'shopping cart'.
To order online, click on the 'Add to Cart' icon that is located on the product page
and follow the instructions to complete your order online.
Ready to order? Locate the product you require, click on that product and follow the ordering process.
Click here to read about how to order offline
The Ordering Process
Q. Can you explain the ordering process?
How to order online.
A. Once you have made your product selection and have clicked on the 'Add to
Cart' icon that is located on the product page, there are two simple steps required
to complete an order:
Step 1 – Click 'Checkout' to be taken to our secure server where you are able to supply Shipping information and click 'Next' to be able to supply a Prescription or Declaration.
For all orders with a Total Goods value of over US$200, DELIVERY will be FREE.
For all orders with a Total Goods value less than US$200, including orders for
multiple products, there is a standard $9.50 delivery charge. If for any reason
an order has to be sent in more than one package, only a single delivery charge
will apply.
The requirement for prescriptions varies from country to country and from product
to product. When ordering a product that requires a prescription in your country,
you must have a prescription. This can be faxed to us using our toll free fax
number: 1-800-234-9185. If you don't have a fax machine, you can complete the
online Personal Declaration form offered on this page.
If you are faxing your prescription to us, simply click on Yes under "I am faxing a prescription for the product I am ordering:
" and write 'FAXING RX' in the Full Name field at the bottom of the Personal Declaration. This alerts our Customer Service staff to hold your order until the fax is received. Completed the Personal Declarations,
are automatically emailed to our Customer Service staff. Either your faxed prescription or your Personal Declaration will be packed and shipped with your order.
Step 2 – Secure Payment and Order Completion
Once your details are entered, click ‘Next’ to continue on the secure server where you enter credit card details (card type, card number and
expiry date). Then enter the security code provided in the 'Enter the security code shown' field before clicking 'Next'. Check your order details and click 'Submit' ONCE to complete your order. You will be taken to the order confirmation page where your order number is displayed. The secure server uses 128-bit encryption technology to protect data from unauthorized use or alteration. To
read more about this technology click
here.
Ready to order? Locate the product you require, click on that product and follow the ordering process.
How to order offline (by toll free fax)
Step 1 - download order form
Click on the 'download order form' button above and print the form.
Step 2 - locate the product
Find the product you wish to order and note the product name and price
Step 3 - Complete the fax order form
Ensure that you complete all sections of the fax order form including
- Customer details
- Customer information
- Order your medications
- Credit card details
- Personal declaration (if not faxing a prescription).
Step 4 - Faxing your form
Fax your completed order form using our toll free fax number: 1-800-234-9185
How to order offline (by toll free phone)
To order by phone we will require your contact details. These can be left on
our toll free phone message service. To contact this service, call 1-800-234-9185
and follow the instructions to leave your phone contact details. A Value Pharmaceuticals
staff member will make contact with you to enable you to place your order by
phone.
Q. Can I order my refill offline?
A. Yes, there are two methods to order refills without completing the on-line
ordering process.
- Email. Contact us by emailing enquiries@valuepharmaceuticals.com
and provide details of the product and quantity you wish to order. We will
then place your order or contact you to clarify the order details.
- Voicemail. Contact us using our toll free phone message service; 1-800-234-9185. Leave your contact details and brief product requirements. We will then call
you to confirm details of your order and place the order for you.
Q. Can you explain the ordering process for non-prescription medicines?
A. When ordering a medicine that does not require a prescription in your country,
you are only required to complete your name, delivery address, contact details
and credit card billing address (if different from your delivery address). You
do not need to send us a prescription and only need to write 'OTC PRODUCT' in the Full Name field of the personal declaration to be able to progress your order.
Then click 'Next' to move to step 2 - secure payment, as described above.
Q. What happens after I have placed an order?
A. Once you have correctly completed step 2 of the ordering process and pressed
‘Next’, an automatic order confirmation is emailed to the email
address you supplied. This shows the product(s) you ordered, the quantity, the
cost and the address they will be delivered to.
Orders are processed within 1-2 working days of receiving them. You can expect
to receive an email message confirming your order has been despatched within
this timeframe. If for any reason the product you ordered is not in stock, you
will be notified of this. You will be given the option of leaving your order
with us, and it will be despatched as soon as new stock arrives, or cancelling
your order for a full refund.
Delivery
Q. What is the delivery charge?
A. For all orders with a Total Goods value of over US$200, DELIVERY will be
FREE. For all orders with a Total Goods value less than US$200, including orders
for multiple products, there is a standard $9.50 delivery charge. If for any
reason an order has to be sent in more than one package, only a single delivery
charge will apply.
Q. How are orders shipped?
A. Orders are shipped via International Registered Mail™ which provides assurance of delivery. The final stage of delivery using this system is though each country's internal mail system. Delivery times will therefore vary depending on the efficiency of the domestic mail system. If you need information about the status of your delivery please contact us.
Q. How long will delivery take?
A. We advise customers in North America and Europe that orders will take approximately 10-14 days to reach them. However this does depend on which part of their country the order is going. Some customers there have reported receiving orders in 5-6 days while for others (very few) it has taken 25 days. Orders are shipped via International Registered Mail™ which provides assurance of delivery. If you need information about the status of your delivery simply contact us.
Q. Is a faster delivery possible?
A. We do not use International Couriers as this can make the delivery subject to mandatory customs declaration and inspection in some countries.
This could result in the order being held by Customs while the package and its
contents are checked. This slows rather than improves delivery times and there
is also the potential for duty to be imposed, and/or entry refused. We have
found that when customers are told this they are happy to have orders
sent by standard international mail.
Q. My order was of a very high value – will it be safe?
A. Orders of relatively high value are often split into two separate deliveries.
We take this approach because it lowers the risk associated with the potential
loss of a single high value dispatch (Fewer than 1% of our dispatches are lost
in the international mail service). Note: A single $9.50 delivery charge will
still apply to orders that are split into two separate deliveries.
Q. Do you ship orders to Canada?
A. Yes, under special conditions - Orders received with a Canadian delivery
address will not be processed unless the customer agrees to take the risk of the
order going missing and faxes their prescription to 1-800-234-9185.
Unfortunately our suppliers have had to take this position due to the significant
number of orders that have recently been stopped at the Canadian border and denied
access.
The requirement for a prescription and Legal
issues
Q. Do I need a prescription?
A. Whether or not a customer requires a prescription for a product they order
is determined by the regulations in their country. It is the responsibility
of the purchaser to check the regulations in their country for the medicine
they are ordering.
Our suppliers must comply with the practices and regulations in their own countries.
This means that they will ask for a prescription to be forwarded or Personal
Declaration to be completed with certain products, but not for others.
The requirement for prescriptions varies from country to country and from product
to product. When ordering a product that requires a prescription in your country,
you must have a prescription. This can be faxed to us on 1-800-234-9185 or,
if you don't have a fax machine, you can complete the online Personal Declaration
form. The completed Personal Declaration is then emailed to us automatically
along with your order details. Whichever document we receive will be packed
and shipped with your order.
To see a sample of this Personal Declaration, click
here
Q. Is a Declaration or a prescription required for all products available
in the Value Pharmaceuticals catalogue?
A. Our suppliers do not require a prescription or a Personal Declaration to
be supplied with every product because not all products in our product catalogue
are prescription products in their countries. If the product ordered requires
a prescription in your country, you must obtain one for it, and supply us with
a faxed copy or complete the Personal Declaration offered during the ordering
process. It is the customer's obligation to find out the regulations in their
country & abide by these.
In the Terms and Conditions contained on the Value Pharmaceuticals site we
advise;
"It is the responsibility of the purchaser to check local regulations
and to order prescription medicines only after a prescription has been received
following a consultation with a physician."
and
"Confirming and abiding by each country's importation requirements is the
responsibility of the purchaser. The supplier is therefore not liable for replacement
or refund of products which are confiscated by customs or for the payment of
any taxes due on products ordered".
Q. Can I import prescription products into the U.S.A.?
A. If the letter of the law is observed then the importation of prescription
medicines into the U.S. is not strictly legal. However there is a 'discretionary'
provision in FDA policy which provides the flexibility for private individuals
to import medicine
for personal use under certain circumstances.
When placing an order on our site, customers are given the opportunity to make
a declaration which shows that their purchase satisfies the provisions of the
FDA discretionary statement. To see a sample of the Personal Declaration form,
please click here.
Q. What about U.S. customs?
A. Many millions of US citizens have been satisfactorily supplied discounted
medicines via the Internet. However, you must make a personal assessment as
to whether you wish to use the Value Pharmaceuticals service based on your knowledge
of the local laws regarding the importation of medicines. An information link
that will provide you with additional information is available below. You will
read that the main desire of US customs is:
- to have control of commercial activity (i.e. the importation of goods for
resale) and
- to protect US citizens from personal harm or financial risk as a result
of involvement with unscrupulous Internet merchants.
Neither situation is an issue with a Value Pharmaceuticals order.
http://help.customs.gov/cgi-bin/customs.cfg/php..
You will also find more information on this topic discussed on the Value Pharmaceuticals
site. Click here to
read more
Product range
Q. Do you have sleeping pills or strong pain-killers available?
A. Value Pharmaceuticals does not offer any products with abuse potential.
While we recognize that this does penalize legitimate users of these products,
we feel that this is the only way an Internet merchant can ensure it is not
involved in inappropriate use of these medications.
Charges
Q. The amount I have been charged on my credit card differed slightly
from what I was expecting.
A. We use a daily exchange rate that our bank has advised should mean there
is a slight undercharge in the customer's favour. However, the customer's bank
may also make charges at its end. For overseas transactions these vary. They
can be a commission, a flat charge, or both. This results in considerable variability
in bank charges at the customer's end and unfortunately we are not able to anticipate
exactly what these charges will be. Where there is a higher than expected charge
made, it is usually small and always due to the charges made by the customer's
bank.
Telephone contact with Value Pharmaceuticals
staff
Q. Can I speak with someone from Value Pharmaceuticals?
A. We are based in Australia and because of time zone differences with most
of our customers, we do not offer telephone contact as an initial method of
contact. However, customer service is very important to us and we do read and
respond to email every work day.
If any customer does wish to have telephone contact, then we are very happy
to do so at a time convenient to that customer. Simply Email
us or phone 1-800-234-9185 and provide the following details:
- Name
- Contact phone number
- State and Country (to be used to determine time zone),
then we will contact you. We understand that our approach does not always allow
customers to have immediate contact with us but we are confident that our customer
care is still of a high quality. We receive many good comments about it and
very little negative feedback.