Delivery issues

If you have an issue with your order or delivery, please contact our partner uMeds and not the dispensing pharmacy. uMeds may be unable to resolve any issues that are not raised within a reasonable amount of time so please make sure you reach out as soon as possible. The uMeds’ operations team will need to investigate the issue and contact their delivery partner for more information. Once they receive a response, they can then provide an outcome for you. 

Any orders placed through uMeds cannot be picked up from the pharmacy. This is because uMeds’ partner pharmacies only offer a home delivery service. 

Once your medication has been delivered in full and is in your possession, uMeds is not responsible for refunding or replacing any items that are then compromised.

Delayed delivery

For delayed deliveries, uMeds’ delivery partner may refer you back to the sender (uMeds), this does not mean the parcel is lost.

Please contact uMeds if the following applies to your order.

• It’s been more than 48 hours since your order was marked as dispensed and you haven't received your tracking information or delivery.
• You have received your tracking information but your order hasn’t moved in 2 business days.

The operations team will look into the matter and, if required, confirm dispatch details with the pharmacy or contact their delivery partner directly.

You may notice some past orders showing in your patient portal which have not been marked as delivered. This is due to our recent system update and does not mean the order was not completed.

Delivery dispute

If your order is marked as delivered but you’re unable to find the package, please check to make sure that no-one else on the premises has signed for the delivery. If someone within your household has signed for the delivery, it is not uMeds’ responsibility to replace it. 

uMeds delivery partners are required to get a name and signature on delivery. Other security measures can also be retrieved in some instances, such as delivery GPS data or dashcam footage. If no-one in your home signed for the package, please contact uMeds as soon as possible. The uMeds operations team will investigate and request detailed proof of delivery information from our delivery partner. 

Please note, you may also be required to complete a police report. This is because once the parcel has been delivered, it’s considered to be in your possession.

Incorrect orders

If you receive your order and find that some items are missing or incorrect, please do not consume the incorrect medication and contact uMeds as soon as possible.

In order for uMeds to investigate, you will need to provide photos of the received medication including the packaging and pharmacy labels.

For missing items, please check to see if your order has been split into two separate shipments. This is done if the pharmacy is waiting on more stock and can’t send everything right away. You are not charged for the extra shipping, and it allows you to receive your medication faster.

To check this, please follow the steps below:

1. Login to your Patient Portal.
2. Select “View orders” from the homepage or left navigation menu.
3. If your order number contains “-S1” and “-S2”, your order has been split. Your order number begins with “MPRS”.

You can view the status of the second part of your order here, and a tracking option will be available once dispensed.

Redirection

It’s important to make sure your details and delivery address is correct and up to date before placing an order. If your order has been dispensed from the pharmacy and requires redirection to a different address, please contact uMeds. The patient support team will contact uMeds delivery partner and request redirection.

Returns

If there is an issue with your medication, the uMeds operations team may request it to be returned in order to provide a resolution.

1. uMeds will email you a return label which will need to be printed by you. This can be done either at your home, or through a third-party.
2. Startrack Premium will collect the labelled package directly from your home, or a different nominated address.

All returns will be handled by the uMeds operations team, who will guide you through the process to ensure you have all you need to complete the return.