We understand that on occasion, parcels go missing within the mail system of Australia Post. We utilise signature upon delivery for all shipments as a safeguard against your package being left outside of your delivery address to avoid packages going missing.
If your package has gone missing, we first ask that you review your tracking link available via your order email or within your Patient Portal, keeping in mind that depending on your location, your order may take longer to reach you.
If you have determined the package has been lost, please get in touch with us with your order number and other details at hello@farma.au, and follow the below guide depending on your package type.
Over-The-Counter Lost Package:
We have a specific process to follow for packages lost in transit. If your lost parcel contains Over the Counter products (i.e. not prescription medicine), and our first step will be to lodge a formal enquiry with Australia Post, our shipping provider. Once Australia Post has confirmed this parcel has been lost we will send a replacement product to you at no cost.
Prescription Medicine Lost Package:
In the instance that a Schedule 4 or Schedule 8 medicine has gone missing in the post, we are required to lodge an enquiry with Australia Post. Once this package is confirmed as lost by Australia Post, we will lodge a report with police as well as Queensland Health, as these are restricted medicines within Australia, and the process for a lost parcel of this nature does not follow standard procedure.
Once these reports have been lodged and verified, we will be able to issue you with your replacement medicine at no cost.
We endeavour to resolve all missing parcel issues, so we appreciate your patience across this proces.