Shipping policy

Shipping & Delivery Policy

Due to the nature of the products supplied by PHYX, including Schedule 4 (S4) prescription-only medications and practitioner-approved supplements, specific requirements apply to shipping, delivery, and address accuracy.

Delivery & Transfer of Risk

PHYX will arrange delivery of goods to the patient’s nominated delivery address, subject to product availability and without assuming liability for courier delays outside our control.

Once an order has been dispatched from the compounding pharmacy or warehouse, ownership, responsibility, and risk transfer to the patient in accordance with Australian Consumer Law.

PHYX ensures all goods are securely packed prior to dispatch. While a parcel is in transit, responsibility rests with the courier company. PHYX is not responsible for loss, theft, or damage once the order has left the pharmacy or warehouse.

In the event of a lost or damaged delivery, the patient must contact the courier directly to lodge a claim. PHYX will provide reasonable assistance by supplying supporting documentation if required but does not issue refunds or replacements for courier-related issues.

By placing an order, the patient agrees to accept delivery of the goods. If a patient anticipates difficulty receiving a delivery, they must notify PHYX prior to dispatch.

Address Accuracy & Patient Responsibility

Due to the regulated nature of prescription medications, patients are solely responsible for providing a complete, accurate, and current delivery address at the time of purchase.

  • PHYX cannot redirect or retrieve parcels once dispatched.
  • Incorrect or incomplete addresses may result in delivery failure, delays, or loss of goods.
  • PHYX accepts no liability for deliveries sent to an incorrect address provided by the patient.

Address Changes

If an address needs to be updated after an order is placed:

  • Address changes are only accepted via email or online chat.
  • Requests must be received prior to dispatch.
  • Confirmation from PHYX must be received for the change to be valid.
  • Updating the shipping address online alone is not sufficient.

PHYX is not responsible for deliveries sent to an address on file where a change request was not received and confirmed in time.

Shipping Timeframes & Estimated Delivery

Typical Process Timeline

  • Order Placement & Consultation Scheduling:
    Initiated within 1–2 business days of purchase.
  • Doctor Consultation:
    Following the consultation, approved prescriptions are forwarded to our Australian-based compounding pharmacy.
  • Pharmacy Compounding:
    Typically takes 4–12 business days, depending on the medication and pharmacy workload.
  • Dispatch & Shipping:
    Once shipped, delivery generally takes 1–2 business days. Tracking details are provided.

Estimated total timeframe: approximately 6–16 business days from purchase to delivery.

All timeframes are indicative only and based on business days, excluding weekends and public holidays.

Receiving Deliveries

It is the patient’s responsibility to ensure the delivery can be received.

  • Couriers operate under Authority to Leave (ATL).
  • If deemed unsafe, parcels may be redirected to a depot or post office.
  • Patients must contact the courier directly to arrange redelivery or collection.

If a patient will be unavailable, they must arrange for a trusted third party to receive the parcel or notify PHYX in advance to request a temporary hold.

Hold requests must be submitted at least 3 business days prior to dispatch and confirmed by PHYX.

Courier Enquiries

Once an order has been dispatched, the courier has full control of the parcel.

Patients must contact the courier directly for delivery issues, redelivery requests, or depot collection queries.

Storage & Medication Stability

Some compounded medications, including peptides, are temperature-sensitive.

  • Medications remain stable for up to 72 hours in transit.
  • If a parcel is not collected and refrigerated within this timeframe, PHYX cannot guarantee product stability.
  • PHYX accepts no liability for compromised medication due to delayed collection.

Important Notes

  • Delivery timeframes are estimates only.
  • Tracking details are provided once the order leaves the pharmacy.
  • External factors may impact delivery times.

For enquiries regarding your order prior to dispatch, please contact our patient care team on 1300 007 499.

The timeframes provided on this page are indicative only. Patients are advised to use the tracking information provided to monitor delivery progress.