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Frequently asked questions
We’re here to help you feel better. If you need more information or have questions that have not been answered below, please contact our team.
Ordering and Delivery
I just had my consultation. How can I get my scripts filled?
Following the consultation with your doctor, you will receive an email from our team to register for your online portal.
If you are unable to locate this welcome email, please check your spam folder or contact our friendly team for any assistance.
How do I place an order?
All patients can place orders from their Monivea Road patient portal. For new patients please check your inbox for your registration email.
How long does the delivery process take?
Once dispatched, your parcel will usually be delivered via Premium Express. Most deliveries arrive within 3–4 business days after payment is made.
What happens if I'm not available for delivery?
Due to the sensitive nature of your order, you must be present to sign for it. If you’re not available, your parcel will be delivered to the nearest post office for collection. Please note that all our orders arrive in discreet packaging.
How can I track my order?
You can now conveniently track your order directly through our online ordering platform or via the Australia Post website. For live updates and a smoother experience, we recommend registering for a free ‘MyPost’ account and downloading the Australia Post app. Learn more here: https://auspost.com.au/receiving/tracking-service
What should I do if my order is delayed?
If you haven’t received your order within 6 days of payment, please contact us at hello@monivearoad.com.au with your name and order number. We’ll investigate and assist you promptly.
What payment methods are accepted?
We accept the following payment methods:
- Mastercard and Visa
- All orders will incur a 1.53% card surcharge and $17.50 postage fee
Am I able to cancel my order?
If you wish to cancel your order for any reason, please contact the support team as soon as possible. Please note that change of mind cancellations will not be accepted and we are unable to cancel any orders that have already been dispatched.
Refunds and Returns
What is your refund and returns policy?
Please note that our policy is in addition to the statutory consumer guarantees that are automatically granted under the Australian Consumer Law including the Competition and Consumer Act 2010 (Cth) and other related laws.
Unfortunately, we do not offer refunds or accept returns other than as required under the Australian Consumer Law. We do not offer refunds or accept returns where you have changed your mind about a service, product or item you have purchased. No return will be granted on the grounds that the consumer has;
- Changed their mind and no longer wants the product
- Placed an order for a product they didn’t want
- Found the same product cheaper or a similar alternative elsewhere
- Been made aware of any relevant faults or issues before ordering the product (i.e., a product with a short expiry date which is clearly stated on the label) and has proceeded to order the product with knowledge of that fault or issue
- Damaged the product by misuse
- Experienced the usual wear and tear due to using the product for an extended period of time
If you are not satisfied with the products included in your treatment plan and wish to make amendments, this must be brought to the attention of your prescribing doctor.
What if there is an issue with my order when it arrives?
Due to the nature of the products that are being ordered, we understand that there are circumstances that are out of our control.
We will provide you with an exchange, for any items that have been deemed;
- Faulty
- Significantly different to what was originally ordered;
- Not fit for the intended purpose; or
- Unsafe or damaged.
Proof of purchase will need to be provided and verified before any exchanges occur. If in the event a refund is provided, the refund will usually be provided in the same form as the original payment. All exchanges will be a case by case matter and we will do our best to find a satisfactory solution for all involved parties.
What is the procedure for faulty products?
In the event that your products arrive and are not considered acceptable quality, fit for purpose or have been damaged in transit, please refrain from using the item(s) and contact our support team at hello@monivearoad.com.au within 24 hours of receiving your order. Please include your order number and a photo of the item’s condition and any other relevant information in your email.
Once your complaint has been seen by our team, we will contact you with the next steps. If an exchange is warranted we will advise you of our Returns Process.
My medications
How do I refill my scripts?
Once you are a registered patient on the Monivea Road Platform you can refill your prescriptions through our patient portal.
What products are available?
All medicines that are available to you can be found within your individual patient portal. Please click here to access your prescribed list of medications.
We are only permitted to display the products that you have been prescribed – please speak with your prescribing doctor if you consider that other products might be better suited for your needs.
Does the Pharmaceutical Benefits Scheme (PBS) cover the costs of your products?
PBS does not cover any costs of medications we dispense, as they are not presently PBS items.
Does my health insurance cover any costs?
Some health funds may cover some of the costs. This does depend however on the health fund you are with and the extras plan you are currently under. Most will provide some degree of cover if you can provide the following:
- A letter from your prescribing doctor
- A pharmacy receipt proving the PBS didn‘t cover your medication