Delivery and Transfer

The Company will effect the delivery of goods to the Patient:

• Subject to availability.
• Without assuming any liability for delays. 

Once the Company has delivered the goods to the Patient's designated location, all responsibility and risk associated with the goods will be transferred to the Patient.

It is important to note that, once the package leaves the compounding pharmacy or warehouse, the Company is no longer accountable for the Patient's shipment. In compliance with Australian consumer rights, the risk of loss or damage to the goods shifts to the consumer upon dispatch. While the goods are in transit, the courier company bears the responsibility.
The Company ensures that all goods are securely packed to prevent damage during transit.
In cases of a lost or damaged delivery, the Company is not responsible for issuing refunds or covering losses. The Patient must promptly report any issues to the courier company to initiate a complaint. The Company will assist to provide the necessary documentation for filing a claim. Upon making a purchase from the Company, the Patient commits to accepting the delivery of the product. If the Patient anticipates any challenges in receiving the delivery, they must notify the Company before any delivery attempts are made.
Failed delivery attempts by the courier will result in the goods being held by the courier, and the Patient will be notified of the unsuccessful attempt. The Patient will need to contact the courier, as indicated, to arrange for redelivery or pickup from the courier's depot.
The Company will make reasonable efforts to contact the Patient before delivery to ensure their availability.
Depending on the order's contents, it may be shipped from either the Company's warehouse or the compounding pharmacy. Some orders may be split into multiple packages based on stock availability.

Shipping Time Frame and ETA:

• 1. Order Placement and Consultation Scheduling: Upon placing your order, our patient care team will reach out to schedule your consultation with one of our doctors. This step is typically initiated within 1-2 business days.

  2. Doctor Consultation: After scheduling, you'll have your consultation with one of our doctors. Once completed, your order will be forwarded to our Australian-based pharmacy for compounding.

  3. Pharmacy Compounding: The compounding process at our Australian-based pharmacy may take between 4-12 business days. This ensures that your order is customised to meet your specific needs.

  4. Order Shipment: Once compounded, your order will be shipped, and you will receive a tracking number. The shipment process typically takes 1-2 business days.

  5. Total Time Frame: Taking into account the consultation scheduling, doctor consultation, compounding, and shipping, the entire process can take anywhere from 6-16 business days.

      

     Responsibility for Receiving Deliveries

     It is the patient’s responsibility to ensure someone is available to receive the delivery.

     Couriers operate under Authority to Leave (ATL). If the driver deems the location is safe, the parcel will be left. If not, it will be redirected to the nearest post office or depot for collection.

     If a patient cannot be home due to work, travel, or other commitments, they must arrange for someone else (friend, neighbour, or a third-party service such as Airtasker) to collect the parcel promptly if prior arrangements have not been requested to PHYX to hold an order. Any HOLD request must be communicated to PHYX a minimum of 3 days prior to next dispatch. Please note that if you have not received communication from PHYX that the changes have been made, call 1300 007 499.

     Address Changes

     Patients must notify PHYX of any address change at least 5 days prior to their next delivery or within 3 days of purchase.

     Simply updating the “shipping address” online is not sufficient. Address changes must be communicated by email, phone, or online chat so a team member can verify and update all internal systems.

     Contacting Courier Companies First

     Once an order leaves the pharmacy, the parcel is under the Couriers control.

     Patients must contact the Courier directly for any delivery issues, re-delivery requests, or depot storage queries, as they can act faster using their own system.

     Storage & Stability

     Peptides are temperature-sensitive but remain stable for up to 72 hours in transit.

     If a patient does not collect and refrigerate their parcel within this timeframe, PHYX cannot guarantee the stability of the medication and accepts no liability.

     Important Notes:

     • The mentioned time frame is based on business days, excluding weekends and holidays.

     • You will receive a tracking number as soon as your order leaves the pharmacy, allowing you to monitor its progress until it reaches your address.

     • Please be aware that unforeseen circumstances such as external factors may impact the shipping time.

     • For any specific concerns or inquiries about your order, our customer service is available to assist you on 1300 007 499.