Once your prescription is active and available, you can place your order directly through the patient portal. If your prescription has only recently been received, it may still be in the process of being reviewed and uploaded by our team. If your medication is not showing after a reasonable time, or if you need assistance sooner, please contact our pharmacy team and we’ll be happy to help.

Orders placed before 1:00 PM (AEST/Queensland time) are generally processed and ready for dispatch on the same business day, subject to prescription approval, payment confirmation, and stock availability. 

If a product is unavailable, our team will contact you by phone or email to discuss your preferred option. 

Most orders are delivered within 1–2 business days after dispatch. Delivery timeframes may vary depending on your delivery location and courier service availability. 

No. While most orders arrive the next business day, delivery timeframes are estimates and cannot be guaranteed. We use accredited third-party couriers who are specialised in the delivery of prescription and related services. Whilst they provide guidance on the delivery timeframes, these cannot be guaranteed by the Epsilon Pharmacy team.  

Medication pricing can be viewed by selecting the medication within the patient portal. Prices are subject to change without notice and are out of our control. 

Yes. Local collection is available from our Southport, QLD location. Please contact our pharmacy team to arrange collection and obtain the pickup address. 

Your prescription may have recently been received and is still being processed by our team. If the medication does not appear after a reasonable period or you require urgent assistance, please contact the pharmacy team who will be glad to assist. 

Orders may only be changed or cancelled if they have not yet been processed or dispatched. Please contact the pharmacy as soon as possible.

Many medications are held in stock; however, as these medications are considered Special Access medications, they may need to be ordered from the supplier. In these cases, our pharmacy team will need to order the stock in before your medication can be dispensed and dispatched. If your medication is not immediately available, our team will contact you to advise of the expected timeframe and discuss any available alternatives where appropriate. 

A “SPECIAL ORDER” item is not routinely held in stock and must be ordered from the supplier. In most cases, these products are available for dispatch within 1–2 business days, depending on supplier availability and the time the order is placed. 

Yes, we deliver via courier services nationwide within Australia.

Once your order has been dispatched, you will receive a SMS containing your tracking details. This is usually sent around 4:00 PM (AEST/QLD time) on the day of dispatch. 

Tracking information may occasionally be delayed by the third party courier. If there has been no tracking movement for more than 24 business hours, please contact our pharmacy team for assistance. 

Our third-party courier service requires a signature upon delivery. If nobody is available to accept the parcel, the courier may leave a collection card or redirect the parcel according to their delivery procedures. Delivery requirements may vary depending on the courier. 

If your parcel appears significantly delayed or has been marked as delivered but cannot be located, please contact our pharmacy team as soon as possible so we can assist with investigating the shipment. 

Please take clear photographs of the product, packaging, and any visible damage, then contact our pharmacy team as soon as possible (within 24 hours of delivery receipt). We will review the issue with the supplier and advise you regarding replacement, return, or other available options. 

Changes in packaging, labelling, or batch appearance can occasionally occur. If you have any concerns about the appearance of your medication, please contact our pharmacy team before use. 

If you have questions about your order, including its status, tracking information, stock availability, payment, or the ordering process, our pharmacy team will be happy to assist. We can be reached on 1800 377 456. 

If your enquiry relates to your prescription, treatment plan, medication changes, repeat prescriptions, or appointments, please contact Epsilon Clinic directly, as they are best placed to assist with your ongoing care. They can be reached on 1800 861 099. 

If you have questions about how to take your medication, your prescribed dose, potential side effects, treatment outcomes, or any other clinical concerns, please contact your clinic directly. Your healthcare team is best placed to provide advice tailored to your individual treatment plan. 

If you experience any side effects from your medication, please stop taking and contact Epsilon Clinic as soon as possible for clinical advice on 1800 861 099.

For urgent or severe reactions (such as difficulty breathing, chest pain, severe dizziness, or signs of an allergic reaction), seek immediate medical attention or call 000.

For non-urgent side effects, your clinic team can review your symptoms and provide guidance on whether any changes to your treatment are needed.

For pharmacy enquiries, please email: orders@epsilonpharmacy.com.au

For patient portal support or technical assistance, please email: portal@epsilonpharmacy.com.au

For clinic or clinical enquiries, please respond directly to your nursing team’s email or contact: patients@epsilonclinics.com.au

Our team will respond to your enquiry as soon as possible during business hours.