FAQs about uMeds | uMeds Frequently Asked Questions

eScripts and ordering

Switching provider

Delivery

Pricing and payment

Partner pharmacies

eScripts and ordering

I have a script but I don’t know where to start.

First, you’ll need to make sure it’s an eScript rather than a hard copy script. You can ask your doctor to reissue your prescription as an eScript. 

When you have your script, use the unique token to upload your script on the uMeds website and search for your medication. 

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Then you place your order. We have a range of flexible payment options, including Afterpay.⁴

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You’ll receive an update and tracking information when your order is collected and on its way to you. Standard delivery time is 1-3 business days. Your medication will be delivered discreetly to your chosen address.

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How do I upload my prescription?

You’ll need your eScript token. The eScript token is an 18-digit code alongside a QR code.

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You may have been sent your electronic prescription via email or SMS. You can find the script token in the link to your prescription.

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Enter the eScript token in the uMeds website and check for your medication.

Do I need to speak to a doctor first?

No, you don’t need to speak to a doctor if you already have a valid eScript.

How does the ordering process work?

Once you place your order on our website, the uMeds partner pharmacy will be sent the medication (if they don’t already have it in stock). Then, the pharmacy will dispense and deliver your medication by courier to your address.

Why did uMeds reject my prescription?

There are a few reasons we may be unable to fulfil your electronic prescriptions (eScripts) for alternative medications.

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To be eligible, your script must:

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Be for a medication we stock
Be valid and not expired, cancelled, or already dispensed
Include your contact details (email or phone number)
Be written for a brand-name product (we currently can't process generic or open eScripts)
Not list a patient or clinic address in Tasmania (we’re currently unable to fulfil Tasmanian prescriptions)

Can I order medication on behalf of someone else?

No, you can’t order medication for someone else using your uMeds account. The eScripts need to be in your name, and you can only upload and order medication for yourself.

If you know someone with a valid eScript who would like to have their alternative medication dispensed by our partner pharmacies and delivered by us, let them know they can get started on the website.

Switching provider

Can I switch from my current provider?

Yes, uMeds fulfils electronic prescriptions (eScripts) for a range of alternative medications. 

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To be eligible, your script must: 

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a. Be for a medication we stockb.

b. Be valid and not expired, cancelled, or already dispensedc.

c. Include your contact details (email or phone number)d.

d. Be written for a brand-name product (we currently can't process generic or open eScripts)

e. Not list a patient or clinic address in Tasmania (we’re currently unable to fulfil Tasmanian prescriptions)

Will I need a new prescription to switch?

No, you can place an order with us long as you have remaining repeats and an active eScript.

How quickly can you fulfil my eScript once I switch?

Once you place the order, we aim to dispense your medication within 1 business day. We’ll then notify you once your package is ready for shipping. 

As pharmacies have to dispense medications as prescribed by your doctor, timing might vary depending on the details of your prescription. Find more here.

‍While most orders arrive within 1-3 business days and same-day delivery may also be available, an actual estimate will be provided by the courier once your package has been collected.

If a delivery time goes beyond 3 business days, it can depend on factors such as TGA approval or stock availability.

Do you stock the same medications as my current provider?

Through uMeds, you can connect with hundreds of pharmacies to support access to thousands of alternative medications. Once you upload a new eScript or if you are a new uMeds customer, you'll be able to see during the review stage whether our partner pharmacies have your specific medication in stock.

Delivery

Where does uMeds deliver?

Wherever you are in Australia, we can deliver your medication. That includes a major city or a remote location.

How long will it take for my medication to arrive?

Most orders are delivered within 1-3 business days and same-day delivery may also be available, but you’ll get a more accurate timeframe once the courier collects your package.

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At times, deliveries can take more than 3 business days. This might be due to factors like awaiting TGA approval documents or stock availability of that medication.

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We’ll soon be introducing additional delivery options, including 3-hour, to make receiving your medication even faster and more convenient.

Can I track my order?

Yes, you’ll be able to track your order online.

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You’ll be sent a tracking number via email within 24-48 hours after your medication has been dispensed, when the delivery partner collects and scans the package. Then you’ll know it’s on its way.

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You can also find your tracking information in uMeds directly from our portal, or via the uMeds chatbot.

How does same-day delivery work?

Same-day delivery is available in eligible metro postcodes across Brisbane, Melbourne, Sydney, Perth, and Adelaide when you order by 2 pm. It’s delivered to residential addresses only, and someone needs to be home to receive it. If no one’s available, we’ll try again the following day. Same-day delivery also depends on stock being available at your local pharmacy.

What should I do if my order hasn’t arrived?

Most orders arrive within 1-3 days.

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If it hasn’t reached you by then, you can:

Check the status of your order to see if it’s been dispensed and collected and log in to your uMeds portal.
Check the tracking information if your order is already on its way. You would have received an email with your tracking number within 24-48 hours.
Talk to our chat support.

What if my medication is out of stock?

While we try our best to have thousands of alternative medications readily available, there may be times where we are waiting for stock for some products from our supplier.

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If you’re having difficulty accessing it through uMeds or directly from pharmacies, it may be best to get in touch with your prescribing doctor to ask about alternatives.

Pricing and payment

What payment options do uMeds accept?

We offer a range of different ways to pay, including Apple Pay, Google Pay, American Express, Mastercard and Visa.

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If you need more flexibility when it comes to managing your budget, you can also pay for your order in instalments with Afterpay.

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Disclaimer: Before proceeding with a payment option, consider your financial situation to ensure that you can afford the full cost of the product purchased, including any applicable fees. Failure to make required payments may result in late fees, additional charges, or impact your credit rating. We recommend reviewing terms and conditions of the payment option you are choosing and assessing your ability to repay before completing your purchase. If you are unsure about your financial ability to meet payment obligations, please speak to your doctor about more affordable alternatives.

Partner pharmacies

Which pharmacies does uMeds partner with?

We partner with 130+ pharmacies nationwide, giving patients stress-free access to thousands of alternative medications with a network of licensed professionals.

What if my local pharmacy isn’t a uMeds partner?

That’s no problem. Your medication will be dispensed and delivered from one of our 130+ partner pharmacies around Australia. We can deliver nationwide, from city and suburb to rural and remote, to residential, business or PO Box addresses. It’s seamless, discreet and convenient, so you won’t have to worry about local availability. 

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If your local pharmacy would like to partner with us, they can reach out to pharmacypartners@montu.com.au.