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You can find the answers to most questions quickly using the tools and information covered on this page. If you still have questions you can
contact us.
ORDERING
You can order over the counter products and prescriptions online with Pulse through the website. To do this all you have to do is browse or search to a product and select the add to basket button. Just make sure you have selected 'Shop' for over the counter products or 'Prescriptions' for all script items.
How do I find the product I’m interested in?
You can find products in a number of different ways:
- By inputting your search term into the search box and selecting GO. You can search by product, brand, manufacturer or by using keywords associated to the product description. Make sure the drop down next to it is set to SHOP for over the counter products or PRESCRIPTIONS for prescription products.
- You can select any of the Top Sellers, Featured Products and Sales Items on the home page. This will take you directly to the product detail page where you can add a product to your basket
- You can browse through the different categories available in the top navigation and filter your search using the options on the left of the page
How do I place an order?
The process for placing an order is very straightforward.
If you see a product you want to order, select 'Add to cart'. If you’re on a product detail page you can chose the quantity you want from the drop down selection. After ordering each item you have the option to 'Continue shopping' or 'View Cart'. Click 'Continue shopping' if you want to keep browsing, or 'Vew Cart' to go to the checkout. You can go to the checkout any any time by clicking on 'Checkout' in the top right corner of the page. On the Shopping Cart page you can update the quantities or remove products prior to payment. Click Checkout when you are satisfied with your order.
If you are already a registered user, enter your username and password. Your shipping address will then be pre-populated or you can add a new one.
New customers can choose to checkout as a guest (your details are not saved) or register as a member. If you register, it will be faster for you to order next time.
Enter your details and on completion an order confirmation email will be sent to you.
What are the payment options?
We accept Visa, Mastercard, American Express and Diners Club. (There is no extra charge for using American Express or Diners Club.)
We also accept payment by cheque or money order, however your order will be delayed as we must wait for the payment to clear before shipping your order. To order using this payment method, please order over the phone.
YOUR ACCOUNT
The Your Account section of the site provides you with all the tools you need to manage your profile, view the status of your orders and keep a record of your medical history, securely online.
I've forgotten my password, how do I retrieve this to login?
Click here to go to the forgotten password page. You'll be asked to enter the email address you registered with and the details will be emailed to that particular email account.
How do I change my default delivery address?
Click here to login to Your Account. Next to the heading Your account details select the edit button. You will be able to update your delivery address in there, so the next time you place an order this will automatically be stored as your address.
How do sign-up / unsubscribe to emails after registering?
If you have subscribed to Pulse emails you will always be given the option of unsubscribing to the emails at the bottom of each email you receive. You can also login to Your Account to change your preferences here under the Your email subscriptions heading, by selecting unsubscribe or subscribe.
PRODUCTS
I am looking for a particular product, but do not see it on your product catalogue. Can you still help me get it?
Pulse Pharmacy will endeavour to obtain the product you are interested in. Contact us by
clicking here or emailing
enquiries@pulsepharmacy.com.au and will do our best to source this product for you.
Does Pulse supply product catalogues? Pulse produces a monthly catalogue that can be downloaded as a pdf from the site, and is also available to pick-up in store. Members of our online database will also receive the catalogue as an email.
If you’d like a copy please come into one of our stores or visit
www.pulsepharmacy.com.au and sign up for our newsletter.
Specials may vary between Pulse Pharmacy Online and the stores.
What is the difference between the brand and generic version of a medication?A generic drug is a copy of a branded drug. It is chemically equivalent to its branded counterpart but usually costs less. Generic drugs meet the same standards of quality and safety as branded drugs. They may have different colourings and binding agents, but the active ingredient used is the same. Not all drugs have a generic equivalent. Newly developed medicines are protected by a patent, only when this patent runs out can generic versions be produced. Generic drugs are cheaper than branded drugs because the manufacturers don’t have to spend the same amount of money on research and development.
PRESCRIPTIONS
Can I order prescription products?Yes, you can definitely order prescription products through our website: Select 'Prescriptions' at the top of the page, then locate your medication either by searching or browsing by the first letter.
Proceed through the checkout process as normal. Mail your prescription free of charge to:
Pulse Pharmacy
Reply Paid 84848
Richmond Victoria 3121
Once we receive the prescription/s one of our pharmacists will call you for a brief consultation. Your prescription will be dispensed and mailed to you after that. Please note that we must receive the original prescription in the mail before we can process your order, so please post your script to us asap.
What are “Pharmacist Only” Medicines?Pharmacist Only products require the customer to have a personal consultation with one of our Pulse Pharmacists. After you place your order you will be contacted by a pharmacist to determine if the Pharmacist Only Medicine is suitable for your condition and if it is safe for you to use. Please ensure you provide a daytime phone number for our Pharmacist to contact you on. You can call us on 1300 1PULSE if you think our Pharmacist may be having trouble contacting you.
Please note our pharmacist is obliged to refuse sale if they think the product is not suitable.
The legislation on Pharmacist Only Medicines varies from state to state. As we are based in Victoria, we must comply with the rules here.
We will not ship any Pharmacist Only Medicines overseas.
If I do not live in Australia will I be able to order prescription items?Pulse Pharmacy will not ship any prescriptions overseas.
Is it okay to fax my prescription?Legally we cannot accept faxed or emailed copies of prescriptions. We must receive the original prescription before we can dispense and send you your medication.
Why do some prescription items have four different prices?Medicines which are subsidised by the government under the Pharmaceutical Benefits Scheme (PBS) are charged at different prices depending on the benefits a customer may receive. Please note additional charges may apply if a patient elects a more expensive brand.
General patients:
Customers with no pension or concession benefit cards at all. These customers must pay up to the first $31.30 before the government starts to subsidise their medicines. The customer must have a Medicare Card to be eligible for this subsidy.
Concession patients:
Customers who have one of the following cards: health care card, pension card, veteran’s affairs card or safety net concession card. These customers pay the first $5.00 of a script and the government subsidises the rest.
Safety net entitlement patients:
Customers who have a benefit card and obtain 58 scripts in a calendar year. These customers obtain scripts at no cost.
Safety Net Concession:
General patients/families who spend over $1141.80 in a calendar year will receive their prescriptions at the concession rate for the remainder of the year.
Private Price:
Is the price of prescriptions which have no government subsidy. Customers without a Medicare Card will always pay the private price.
If you would like to check the price of your prescription before ordering, please contact us on 1300 1 PULSE (1300 178 573) or email
enquiries@pulsepharmacy.com.auWhy can I only order one lot of a PBS item one at a time? The government under the Pharmaceutical Benefits Scheme (PBS) subsidises many medicines so that all Australians can have access to affordable prescription medicines. As the government is paying for some or all of the cost of these medicines, they impose restrictions on how frequently they can be dispensed. You can ask our pharmacist what the time interval is on your particular product, as it varies. Usually the interval is 21 days. Items dispensed before this interval cannot be covered under the PBS except in special circumstances.
Can I return prescription medicine for a refund?Unfortunately due to regulations we do not accept returned prescription medicines. This ensures that all our stock is always stored correctly and that there is no risk of tampering.
PRIVACY AND SECURITY
How do I know that my credit card details are safe?
Payments on the site are secured via Thawte's secure-gated cryptography certificates. These are fully authenticated certificates that offer secure websites more control over the encryption being used. In independent tests conducted by the Yankee Group SGC SSL certificates successfully stepped up Windows 2000 systems with browsers predating March 2000 (used by millions of people) from 40 and 56-bit connections to 128-bit strong encryption. Thawte technology can also deliver 256-bit encryption were both browser and web server are capable of doing so.
What are the privacy details for the website and how do I know what my details are being used for?
Click here to review the privacy policy for www.pulsepharmacy.com.au
DISPATCH AND DELIVERY
How long will it take for my order to arrive?If a product is in stock the general dispatch timeframe is within 2 business days of purchase. If a purchase is made on the weekend then you will have to allow for additional time.
Click here for more information on delivery.
How do I track the status of my order?
If you are a registered user, you can track the status of your order at any time through the Your Account section of the site. Click here to login and follow these steps:
- Next to the heading Order history status select the view button
- You will be presented with a list of all your orders. Select the order you want to view the status of.
- In the right hand column under order date there is the Order Status, which will be set to one of the following
- Pending - your order is in the system but is yet to be processed by Pulse staff
- Processing - the order has been reviewed and is in the process of getting compiled
- Dispatched - your order has been dispatched by Pulse, which means it should only be approximately 48 hours away
- Cancelled - if you successfully cancel an order. Please read the next FAQ for details on how to cancel an order
REFUNDS AND RETURNS
How do I cancel an order?
If you would like to cancel an order, email us ASAP at orders@pulsepharmacy.com.au and we will cancel it. If an order has already been dispatched then we cannot cancel it immediately. If you do receive the order and all the packaging is in original condition and returned to Pulse at the address below, a full refund less postage will be provided.
Pulse Pharmacy
Reply Paid 84848
Richmond VIC 3121
Prescription Medications cannot be returned.
Do you offer refunds?
Pulse Pharmacy gladly provides refunds on all products except prescriptions and other medications, provided the products is in re-sell able condition. To arrange a refund please call us on 1300 1 PULSE (1300 178 573) and send the product to the address below. Once we receive the stock we will refund your credit card, less the delivery charge.
Pulse Pharmacy
Reply Paid 84848
Richmond VIC 3121
PULSE PHARMACY CUSTOMER REWARDS
Can I earn Customer Rewards points on my online purchases?
No, unfortunately our Customer Rewards program is for retail store purchases only.
INTERNATIONAL ORDERS
Do you ship internationally?
Yes, we do. Please click here to go to our Delivery Information page for more information.