FAQs

If your question is not answered in the following list of FAQ's you're welcome to contact our Customer Service Team on 1300 790 618 for more information.

The price you see online may vary with the price available in store. You're welcome to contact your local Amcal pharmacy to confirm their price on a particular product. You can find the contact details for your nearest Amcal Pharmacy.

If you're keen to take advantage of an price online and collect your order from your local Amcal pharmacy (instead of delivered to you), you could have a look at our Click & Collect service.

Order related FAQs

How will I know if my online order has been completed successfully?
Is there a minimum order amount?
What is the CCV on a credit/debit card?
What payment methods can I use for online purchases?
Why is my order cancelled?
Can I order over the phone?
How do I track my orders online?
I received a phone call requesting for my credit card verification, what is this about?
Is my order confidential?
I have ordered through Amcal Online Store before, but I want my next order to be delivered to a new address. How do I do this?
Can I place my order over the phone?
My order has been rejected but the bank has taken the money from my credit card.
How can I receive my orders without paying freight?

Product related FAQs

I can't find product X online, can you please help?
Are you able to check if store X has product Y?
I have a copy of the new Amcal Online Store catalogue, but I can't find some of the items on the website?
Do the Amcal Online Stores keep the same products as listed on the Amcal Online Store web site?
What policy does Amcal Online Store have in regards to expiry dates of the products they supply?

Returns Policy FAQs

What is your return policy?
How do I cancel an order?
How do I return?
Can Fragrances / medicines / vitamins be returned for exchange or refund?
Can I return or exchange in store?

Delivery related FAQs

What are your delivery methods?
How long will my order take to get to me?
What happens if I am not at home when my order is delivered?

Click & Collect FAQs

What is Click & Collect?
What does it cost?
What products are available for Click & Collect?
Can I split my order for home delivery and Click & Collect?
Which stores offer Click & Collect?
How long does it take?
Why does it take so long for my order to be ready for collection?
How will I know when my order is ready to collect?
Can someone else collect the order on my behalf?
Can I change or cancel my Click & Collect order?
How long are orders kept for collection?
I've collected my order, but it isn't what I was after. Can I return Click & Collect purchases?
Do I need to bring any form of ID or confirmation with me when I collect my order?

Pricing and Promotion FAQs

Are the pricing in the Amcal website the same as the stores?
My nearest store has a lower pricing than the online store, can you price match?
My nearest store has a special promotion on product X, can you match the promotion?
I can't apply my promotion code at checkout.
I can't apply my promotion code at the shopping cart page. I have entered in the coupon code and the button says "Remove"/ I clicked on the "Remove" button next to the coupon code, the promotion is not applied and I can't locate the promotion anymore.

Payment related FAQs

I have trouble paying with my credit card, there is an error message "A system problem occurred while processing your order. Please contact your bank."
I received an error message "The credit card number is not valid. Please type the number of the credit card in the Credit card number field and try again."
How can I pay for an order and is it safe?
If I use my credit card can anyone else obtain my credit card details?
Do you accept payment using PayPal?

Security related FAQs

Is my order confidential?
If I use a credit card to purchase online, can anyone else obtain my credit card details?
Why do you collect email addresses?

Other FAQs

How do I become a Amcal franchisee?
Who owns and operates Amcal Online Store?
Do I need to have cookies enabled to use the Amcal Online Store web site?
I am using IE8 (or earlier version) and I can't checkout.


Orders


  • How will I know if my online order has been completed successfully?
    You will be sent a confirmation email as soon as you finish the checkout process. If you don't receive an email or if you are unsure whether your order was successful, please contact our friendly Customer Service Team at 1300 790 618.
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  • Is there a minimum order amount?
    No, there is no minimum amount of money that you are required to spend on an order.
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  • What is the CCV on a credit/debit card?
    It is the 3 digit code located on the back of your credit card, above the signature box and next to the 16 digit credit card number.
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  • What payment methods can I use for online purchases?
    You can use VISA and MasterCard to purchase from our online store.
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  • Why is my order cancelled?
    There are a few reasons why your order may be cancelled. Examples include: Out of Stock, unanswered phone calls during our verification checks with you, failure to collect your parcel(s), etc. Our Customer Service Team will be able to provide an answer regarding your order. You can reach them at 1300 790 618.
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  • Can I order over the phone?
    No –orders must be placed on the website. If you require guidance on online purchase, please contact our friendly Customer Service Team at 1300 790 618 .
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  • How do I track my orders online?
    You can log into My Account to view the status of your order. You can also check your emails for notifications related to your order.

    As we use Australia Post's eParcel service, you can also find Australia Post's delivery schedule and status here:
    http://auspost.com.au/parcels-mail/standard-delivery.html
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  • I received a phone call requesting for my credit card verification, what is this about?
    This is a security process to prevent unauthorised use of your credit card. This process is in place to protect your interests as a credit card holder.
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  • Is my order confidential?
    Yes. We do not share your order details with third parties. Please refer to our Privacy Policy for more details.
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  • I have ordered through Amcal Online Store before, but I want my next order to be delivered to a new address. How do I do this?
    You can order as normal and follow the prompts through the website. A question will appear asking if you want this order to be sent to a pre-filled address (this should be the address you provided during your last online purchase) or if you would like to use a different postal address. If you wish to change the address, select this option and fill in the details, then continue as normal. If you would like to permanently change your address, please send an email to platinum.service@signet.com.au and our team will amend it.
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  • Can I place my order over the phone?
    Phone ordering is not available. Orders must be placed on the website.
    If you require guidance on how to make an online purchase, please contact our Customer Service Team via 1300 790 618 and they will be able to assist you.
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  • My order has been rejected but the bank has taken the money from my credit card.
    We use SecurePay as our payment gateway. SecurePay has pre-authorised the transaction with your bank, but no money has actually been withdrawn if the transaction is shown as "pending". Please note your bank will hold the pre-authorised funds until the transaction is resolved. This will appear on your statement as "Sigma Company Limited." Typically the bank will release the funds automatically in less than 10 days. If you have any concerns, it's best to contact your bank first.
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  • How can I receive my orders without paying freight?
    Shipping is free when your order value exceeds $89.
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  • Product


  • I can't find a particular particular online, can you please help?
    If you cannot find the product via the search bar, it is likely that the online store does not carry this product at this time.
    Products do come into the warehouse on a daily basis and will update as soon as it is available for sale. If the product your would like is listed as unavailable, please check back soon to purchase. You can call our Customer Service Team on 1300 790 618 to enquire about specific product availability.
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  • Are you able to check if a particular store has a particular product in stock?
    No - however our Customer Service Team can assist in locating the nearest store for you and provide you their phone number for such enquiries. You can call our Customer Service Team at 1300 790 618.
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  • I have a copy of the new Amcal Online Store catalogue, but I can't find some of the items on the website?
    We endeavour to stock all catalogue items on the Amcal Online Store website. However, some items may be too bulky, have limited availability, or are unsafe to send through the post. Therefore they are not listed online. However our website is able to provide many specials and discounted items 24 hours, 365 days a year.
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  • Do the physical Amcal stores stock the same products as listed on the Amcal Online Store website?
    Not all roducts on the Amcal website are available at our physical Amcal stores but you can order them online via our Click and Collect Service if you wouldlike to pick up instore and discuss your purchase with the pharmacist.
    Not all products at our physical Amcal Stores can be supplied through the Amcal Online Store.
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  • What policy does Amcal Online Store have in regards to expiry dates of the products you supply?
    Our policy is to supply products with at least a 3 month expiry beyond the normal expected time it would take to consume based on normal dosages. As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months supply of any product. Any order in excess of 6 months supply or in excess of retail quantities is at the risk of the purchaser in regards to expiry dates.
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  • Returns Policy


  • What is your return policy?
    PLEASE CHOOSE CAREFULLY AS WE DO NOT REFUND OR EXCHANGE IF YOU CHANGE YOUR MIND. We accept refunds or exchanges in accordance with the Australian Consumer Law. This enables you to return a product where:
    • It is Faulty
    • It is significantly different to those shown or described
    • Not Fit for purpose
    • Unsafe

    Where a return is required and not covered by the above:
    • Goods must be in a sellable condition with original packaging and tags attached
    • Goods must be received by within the 7 days of the return being agreed
    • Items cannot be returned if they are perfumes, vitamins, medicine or edible (as storage conditions may be compromised and product could be tampered).

    Shipping and handling are not refundable.

    Sigma will replace without charges or offer full refund (including shipping) on faulty goods with proof of purchase. However, Sigma reserves the right to refuse refund or replacement on faulty goods if the merchandise is damaged due to misuse.

    Please contact our Customer Service Team (1300 790 618 or email platinum.service@signet.com.au) on your eligibility of returns, and if eligible, to then obtain a Return Merchandising Authorisation (RMA).
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  • How do I cancel an order?
    Please remember that in most cases, orders placed are dispatched on the same or next business day. Orders that have been dispatched cannot be cancelled and will need to be posted back at the expense of the customer. As long as the packaging is in original condition, a full refund less postage will be provided. Prescription Medications are unable to be refunded or returned once they have been dispatched.
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  • How do I return?
    Please contact our Platinum Customer Service Team to talk through your options and where available, raise the return request for you. Please call 1300 790 618 or email platinum.service@signet.com.au before sending your returns back to us.
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  • Can Fragrances / medicines / vitamins be returned for exchange or refund?
    No. Fragrances, medicines, vitamins or foods cannot be returned for refund or exchanged.
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  • Can I return or exchange in store?
    Online purchases can be returned. Please refer to our Return Policy listed here. Online purchases cannot be exchanged at physical stores. Please contact our Customer Service Team by calling 1300 790 618 or email platinum.service@signet.com.au for eligibility of returns or exchanges.
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  • Delivery


  • What are your delivery methods?
    Our delivery method is Australia Post's Eparcel.
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  • How long will my order take to get to me?
    We work hard to ensure that your order is delivered ASAP Over 90 percent of orders are picked, packed and dispatched within 24 hours of the order being placed but please allow 2 working days for your order to be dispatched.
    Delivery times are reliant upon normal Australia Post delivery times and vary depending on where you live.

    Orders are shipped from Melbourne and delivery times vary between states. On average, delivery days are between 1-8 working days after the order is dispatched.

    Orders are only dispatched Monday to Friday.

    You can find Australia Post's delivery schedule here: http://auspost.com.au/parcels-mail/standard-delivery.html
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  • What happens if I am not at home when my order is delivered?
    A signature is required upon delivery. Australia Post will leave a delivery card at your door to indicate they were there. You will then need to pick up the parcel at the post office stated on the card. If you are not available to sign for the parcel or to pick up from the post office, please arrange to send the parcel to an alternative address, such as your workplace.
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  • Click & Collect


  • What is Click & Collect?
    Click & Collect is a free service that allows you to place an order online and then collect your purchases in store. There are no delivery fees, and no waiting around at home for the postman to arrive. Click & Collect is currently available in participating stores only.

  • What does it cost?
    Our Click & Collect service is free of charge.

  • What products are available for Click & Collect?
    Click & Collect is available for all of the items on amcal.com.au. Items will show a green Click & Collect icon in the 'Availability' section of every product page.

  • Can I split my order for home delivery and Click & Collect?
    We are not able to accept a single order that includes items for Click & Collect services as well as items for home delivery, so in these cases you will need to place two separate orders – one for collection and one for delivery.

  • Which stores offer Click & Collect?
    At the moment Click & Collect is only available in selected Victorian and Tasmanian stores. This will be extended to more stores over the year. To find a collection location, simply enter your suburb or postcode during checkout to view a list of collection locations near you.

  • How long does it take?
    Your order will be ready to collect within 5-7 working days. You will receive an email confirmation once your order is ready to collect.

  • Why does it take so long for my order to be ready for collection?
    To make sure that we can guarantee the availability of items you order online, we ship your order from our warehouse to your chosen collection. Depending on the location of your preferred store, this takes between 5 and 7 working days.

  • How will I know when my order is ready to collect?
    You will receive an email once your order is ready.

  • Can someone else collect the order on my behalf?
    For security reasons, only the person who placed the order will be able to collect any purchases.

  • Can I change or cancel my Click & Collect order?
    Unfortunately, we are unable to access your order once it has been placed. To ensure efficient processing, your order is closed as soon as it is processed. When you collect your order you will be able to return any unwanted items to that store for a refund back to the card used to place the order.

  • How long are orders kept for collection?
    Orders will be kept for up to 14 days from the time you receive your initial collection email.

  • I've collected my order, but it isn't what I was after. Can I return Click & Collect purchases?
    Yes. If a product is not right, we are happy to provide a refund in accordance with our refunds policy.

  • Do I need to bring any form of ID or confirmation with me when I collect my order?
    Yes please bring photographic ID and print out your confirmation email which contains your order number and bring it along when collecting, or alternatively show the in-store staff member your email on your phone.

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    Pricing and Promotion


  • Is the pricing on the Amcal website the same as the pricing in the stores?
    No. Stores may have different prices and promotions.
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  • My nearest store has a lower price than the online store, can you price match?
    We do not price match with prices from a physical store.
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  • My nearest store has a special promotion on a particular product, can you match the promotion?
    We do not price match with prices or promotions from a physical store.
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  • I can't apply a promotion code at checkout.
    We suggest you check to see if the code has been used previously, or if it has expired. Please contact our Customer Service Team by calling 1300 790 618 or email platinum.service@signet.com.au to check the validity of the promotion code.
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  • I can't apply my promotion code at the shopping cart page. I have entered in the coupon code and the button says “Remove”/ I clicked on the “Remove” button next to the coupon code, the promotion is not applied and I can't locate the promotion anymore.
    Has the code been used previously, or has it expired?
    Please contact our Customer Service Team by calling 1300 790 618 or email platinum.service@signet.com.au to check the validity of the promotion code.
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  • Payment


  • I have trouble paying with my credit card, there is an error message “A system problem occurred while processing your order. Please contact your bank.”
    Please contact your issuing bank as there may be an issue with your credit card.
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  • I received an error message “The credit card number is not valid. Please type the number of the credit card in the Credit card number field and try again.”
    Please ensure that the numbers are entered correctly, and there are no spaces between the numbers.
    If you require more guidance please contact our Customer Service Team for assistance by calling 1300 790 618.
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  • How can I pay for an order and is it safe?
    Amcal Online Store accepts most major credit cards. The transaction is performed by the bank under 128 bit encryption - ensuring the highest level of security; as well as eliminating the need for Amcal Online Store to see or store your card details.
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  • If I use my credit card can anyone else obtain my credit card details?
    We are a secure site endorsed with the That we Certificate. This uses the latest encryption methods to ensure security of payment. We do not see your credit card details when ordering online - all transactions are performed by the banking institutions. We also do not store any credit card details, therefore additions to orders already placed will require you to phone through payment details or place a new separate order.
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  • Do you accept payment using PayPal?
    We don't accept payment with PayPal, however we do accept MasterCard and VISA. Also, if you have enough points on your Amcal Rewards card, you could also pay using Amcal Reward Points.
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  • Security


  • Is my order confidential?
    Yes. We do not share your order details with third parties. Please refer to our Privacy Policy for more details.
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  • If I use a credit card to purchase online, can anyone else obtain my credit card details
    No. Our online payment provider uses industry best practise fraud prevention and security tools to ensure your credit card details are safe and secure.
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  • Why do you collect email addresses?
    Your email address is used for order-related correspondence with us, such as for order confirmation, follow-up, etc. Unless you have opted in to our mailing list, we will not be soliciting you with marketing material.

    Also, our customers' privacy is important to us and we will never share email addresses with third party without prior consent.
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  • Others


  • How do I become a Amcal franchisee?
    Amcal Pharmacy provides a fully integrated retail business solution, whilst delivering a consumer healthcare experience based on advice and information to improve the health, wellbeing and life of our customers. Through the Amcal Pharmacies partnership, we can give your business the tools and resources required to increase your success and profitability.

    If you would like arrange a meeting with an Amcal Business Manager please email franchiseopportunities@signet.com.au
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  • Who owns and operates Amcal Online Store?
    Amcal Online Store is owned and operated by Sigma Company Limited ABN 004 132 923.
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  • Do I need to have cookies enabled to use the Amcal Online Store web site?
    Yes, you must be able to accept session cookies for all functions on the Amcal Online Store site to work.
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  • I am using IE8 (or earlier version) and I can't checkout.
    Our online store does not support versions of Internet Explorer version 8 or older. Please upgrade your Internet Explorer to version 9 or later or switch to another browser all together, such as Chrome or Firefox. You will then be able to transact online.
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