ORDER ENQUIRIES
How do I know that Direct Chemist Outlet has received my order?
If your order has been successfully placed, you will receive an order confirmation email shortly after your purchase
If you haven’t received any confirmation emails and are confident that you’ve placed an order, please reach out to our friendly customer service team to confirm your order status.
Where is my order being sent from?
Your order is dispatched from one of our multiple fulfillment locations across Australia. Depending on stock availability, it may not always be shipped from your nearest store.
I’m having trouble with the website. What can I do?
Having trouble with our website
- Non-responsive interface, we recommend refreshing the page or trying with a different browser or device. Or clearing your website cache/cookies and restarting your device.
- Page not loading due to browser compatibility or outdated devices. We recommend refreshing the page and upgrading your browser to the latest version.
My payment is not going through
- Card was declined due to incorrect details, insufficient funds, or bank restrictions. Please check that your card details are entered correctly and that there are sufficient funds in your account.
- Direct Chemist Outlet do not accept payments using international cards, we recommend using an alternative payment method.
Product availability
The "In Stock" and "Out of Stock" status refers to our online and Click and Collect inventory only. Please note, stock levels may differ at physical store locations. If an item is marked as "Out of Stock," it cannot be added to your cart or purchased online.
Can I place a special order, and how does it work?
If you are inquiring about the availability of a specific item, we recommend contacting our team via email at onlinecs@directchemistoutlet or by phone at (03) 9562 0388 to confirm stock before proceeding with your order.
Does Direct Chemist Outlet price match?
The Direct Chemist Outlet pricing policy is to match a competitor's advertised price and provide an additional 5% off the difference, even if the sale price is below our cost price
All price matches must be limited to reasonable, personal use, with quantity approval at the discretion of the pharmacy owner.
This policy applies across both in-store and online purchases, with a few important guardrails to ensure responsible use:
General Rules:
- Applies to identical items that are in stock at the competitor.
- Limited to a maximum of three units per product per transaction.
- The price match must be for personal use only; bulk orders or excessive quantities will be declined.
- Final approval rests with the pharmacy owner, or pharmacy manager.
In-Store Price Matching:
- Customers must present a valid catalogue or online link displaying the competitor's advertised price.
- Staff may contact the competitor to verify the price before approving the match.
- The matched price is applied at the time of purchase.
Online Price Matching:
- Customers must enquire before placing their order by providing a direct product link and competitor details.
- A maximum of one unit per household, per order will be price matched.
- Bulk orders are not eligible for online price matching.
- Online price matching is not available for Click & Collect orders.
- Online price matching is not available for same day deliveries.
- Online price matching is not available for any items that can be combined with any other offers.
Exclusions:
Price matching does not apply to:
- Items that are out of stock, short-dated, clearance, discontinued, items combined with any other offer, or multi buys (e.g. Buy One Get One Free).
- International orders.
- Exclusively online orders, or ranges.
- Purchases made using Click & Collect and same day deliveries.
- Competitors must be another Australian Registered Pharmacy, or Australian Registered Retailer.
Direct Chemist Outlet reserves the right to deny any price matching claims if they do not meet the above criteria.