FAQ

All packaging has only the address label on the outside. This has the sender information in small lettering, as "Simple Online Healthcare" and our return address, but no information as to the contents. 

We only use plain, discreet packaging without any branding.

Your medical data and order history is completely secure and confidential. It will only be viewable by our pharmacy staff, patient care team and prescribers who are bound to confidentiality by contract as well as the code of conduct for registered health professionals.

When you pay by credit/debit card, payments will be shown on your statement under the name "Simple Online Healthcare"

Yes, we operate within AHPRA's guidelines for online consultations. We also hold LegitScript certification. LegitScript is a company that regularly audits and reviews our service for compliance with regulations and high-quality standards.

You do not need an existing prescription to use our service.

Our doctors will consult you to see if you are suitable for treatment and issue a private prescription to eligible patients.

Yes, all medication is supplied from our Brisbane based pharmacy.

All medicines are sourced from Australian registered wholesalers.

To verify medicine authenticity, you can often contact the manufacturer of the medication, quoting the batch number of the medicine received.

For treatments requiring a video/ audio consultation with a doctor under the Australian telehealth guidelines, a $25 consultation fee is charged. Our doctors may approve treatments for up to 12 months subject to your health and request. If you have an existing prescription with us, you will not be charged a consultation fee when reordering.

To place an order you will need to complete an online assessment. This can be accessed under "Online Scripts" and finding your health condition or by searching for your medicine in the search bar.

We can provide a wide range of treatments at Simple Online Doctor. The conditions we can treat can be found under "Online Scripts".

If your condition or treatment is not currently available it may mean we are unable to currently provide that service online. Patient safety and effective healthcare is our priority. This does mean we are unable to list certain treatments due to safety concerns and government regulations.

We are always looking to add to our range to help as many people as we can, but we only do so if it is considered safe and effective by our Australian medical team and government regulators.

No, we believe in only providing medicines when they are needed. To avoid supplying our customers with too much medicine and forcing unwanted monthly payments, we supply medicines only when requested and appropriate.

We must verify your ID in order to confirm you are over 18 and ensure your prescription is in your legal name.

To verify your ID we use Digital ID, a fast, easy and secure digital ID check run by Australia Post. We do not access your ID, rather your name and date of birth information are verified automatically.

You can use one of a wide range of ID documents including your Australian driver's licence, Australian Passport, Foreign passport with Australian visa, Medicare card, Australian birth certificate, Australian citizenship certificate, Immicard or Centrelink concession card.

You only need to verify your ID once for your account.

You will be prompted to verify your ID after placing an order on the order confirmation page after checkout. If you choose to verify your ID later, you may do so at any time via the "My Account" page after logging in.

We verify your ID using Digital ID, a fast, easy and secure digital ID check run by Australia Post. You can use one of a wide range of ID documents including your Australian driver's licence, Australian Passport, Foreign passport with Australian visa, Medicare card, Australian birth certificate, Australian citizenship certificate, Immicard or Centrelink concession card. Verification will occur within seconds using this method.

If you do not have one of these documents, you can submit an image via the "My Account" page of a valid government ID with your full name and date of birth for manual verification by one of our Patient Care Team. Verification may take up to 1 business day for this method.

Yes, all our doctors and health practitioners are Australian AHPRA registered professionals.

We use Australia Post Express Post to deliver all orders.

Our partner pharmacy is Racecourse Road Pharmacy in Brisbane.

Racecourse Road Pharmacy dispenses and dispatches all orders placed via Simple Online Doctor.

Orders are typically reviewed, prepared and dispatched within 24 hours Monday to Thursday. Orders placed late Friday and during the weekend will be dispatched Monday when postal service resumes. Delays may occur if our doctors require further information from you or if you delay submitting your ID verification (first-time customers).

If you live in a major Australian city, you will generally receive your order within 1-2 business days. It may take up to 5 working days for rural or regional areas. You can use the Australia Post Delivery Time Calculator to get an idea of how long your order should take to reach you. Tracking numbers are sent via email or available from your account page after your order has been dispatched.

The starting postcode is 4007.

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/

You should receive your tracking number by email automatically once Australia Post has collected your order for delivery.

This is usually around 6PM AEST. You should check your junk mail if you have not received this. You can also find the tracking information for your recent orders by logging in and going to "My Account".

Yes, due to the contents of the parcels and regulations, all orders must be signed for.

If you are not in to receive your package, it is automatically sent to your local post office and held for 5 business days. You should be left a card, or updated online with the tracking reference number.

If it is not collected within this time frame, this will be returned, and there are redelivery fees associated with this.

Redelivery costs $19.90 due to costs incurred for return and redelivery.

No, we do not offer delivery to any countries outside Australia.

We do currently allow shipping to PO Boxes and Parcel Lockers, but you must ensure you use your residential address in the billing address fields on checkout.

Your PO box will be carded. Take this card into the post office to collect your parcel. The post office will only hold your parcel for a limited time. Failure to collect your parcel in time may result in it being returned to sender, incurring fees for redelivery.

Not directly. Post offices will return packages sent directly to them, and this will incur a $19.90 redelivery charge.

You can get your delivery to an Australian Post office if you sign up for Australia Posts Parcel Collect. You can find more details on this Australia Post page https://auspost.com.au/receiving/collection-points/choose-a-post-office-for-deliveries

To prevent errors in address entry, the site uses an address matching service to make sure the address you enter is correct. Incorrectly entered addresses, can result in additional charges due to redelivery fees.

Option 1 - Using the address finder

Start typing your address into the "Search Address" field, as shown below. As you enter more information, such as your suburb, the address finder will narrow down your options.

Option 2 - Using the Suburb Finder

If you can't find your address using the address finder, you can free type your address.

1 - Tick the "I can't find my address check box.

2 - Enter your address on line 1 and 2 if required.

3 - Type in your postcode and select "Find Suburb". This makes sure you select the exact suburb Australia Post uses for your address, without spelling mistakes.

4 - Once you have selected your suburb, click on USE

After an initial review of your request by one of our doctors, an email and SMS containing a booking link will be sent. Simply pick the time that suits you best and join the call via the link sent to you in the confirmation email or SMS after booking.

Once you have made your booking, you will receive a confirmation email and SMS. Within this confirmation email and SMS, there will be an appointment link. Simply click on that link close to your appointment time to join your appointment.

As you have provided most of the background information our doctors need to prescribe, the consultations are expected to only take 3-5 minutes. The duration may differ depending on the complexity of your health.

Yes, the Australian Telehealth guidelines coming into effect September 1st 2023 require telehealth consults to occur in real-time (by video or phone call). Form-based prescribing alone is no longer supported by healthcare regulators in Australia.

If you are unable to make it or accidentally miss your appointment, please contact our customer service team at [email protected]. They will be able to assist with all matters relating to booking and rescheduling. Missing an appointment may result in a $10 rescheduling fee.

Our doctors prescribe with the highest practice standards in mind, whilst the majority of requests for treatment are approved, if a serious concern is raised during your initial form or conversation with the doctor, you may be referred elsewhere for treatment. In the event this happens, you will receive a full refund for the treatment and postage you have paid for and be told the reason for the referral. Simply, we aim to provide safe and effective healthcare however some things will require a physical checkup or review by your regular doctor.

The duration of resupplies you receive from the doctor will be based on your current health and the type of medicine you are requesting. This decision is always based on best practices and the expertise of our doctors.

You will not always need to speak to a doctor. If you have been approved for resupplies, you will be able to access them by completing a short healthcare form reviewed by our pharmacy team.

If you do not have a medicine approval on your account or you are requesting a new type of treatment, you will need to have another brief consult with one of our doctors.

No, you will only be charged a consult fee when you require a video or phone call with one of our doctors. Resupply requests will not have a consultation fee.

No.

PayPal do not allow merchants to process payment for prescription medications in their terms and conditions.

The most common reason for refunds is your order has not been approved by our doctors.

In instances where our doctor feels a face to face consultation would be beneficial, we notify you and issue a full refund.

Refunds should take 1-5 days to reach your account. In rare cases, it may take up to 14 days.

Refunds should take 1-5 business days to credit back to your card. In rare cases, it may take up to 14 days.