Frequently Asked Questions

What is Medmate?

We believe healthcare should be easier.

Medmate is a national Australian Government approved medication platform, developed in consultation with GPs, pharmacists, consumers and the Australian Digital Health Agency. The medication ordering platform is a conformant software product for ePrescribing, and is listed on the Australian Digital Health Agency’s ePrescribing Conformance Register.

Medmate pharmacy delivery

Do you deliver COVID-19 rapid antigen tests?

Yes. Medmate offers national home delivery of Australian Government approved rapid antigen tests.

Current rapid antigen tests available for purchase are:

  • ALL Test SARS-COV-2 COVID Antigen Rapid Test (NASAL) – 2 test
  • CareStart Covid-19 Antigen Home Test 2 tests
  • Testsealabs COVID-19 Antigen Test (NASAL) – 5 tests

Click here to order online
Medmate delivers rapid antigen tests

How does Medmate work?

Medmate makes it easy to order from your favorite pharmacies. Shop for items from stores near you, with a selection of more than 1000 trusted chemists across Australia. Then, Medmate will connect you with a delivery service to deliver your order. Express 60 minute delivery is available in most locations.

You can track your order’s progress every step of the way using the Medmate app or website.

Medmate also offers click and collect from all pharmacies. Simply place your order choose pick-up.  The pharmacist will prepare your order ready for you to skip the queue and collect in-store.
Shop online with your favourite pharmacies

New scripts

When you receive a new electronic prescription from your doctor (in an SMS/email or printed token), simply load the script into Medmate by clicking the link in your SMS and choosing Medmate or copying the eScript token and pasting into  the  “Add Script” section in Medmate

 

What type of medicine can I buy with Medmate?

Medmate works with your local community pharmacy to list their entire pharmacy shop on Medmate.

This means you are able to purchase any prescription or over the counter medications from the pharmacy of choice.

Please note that Schedule 8 prescription medications are not available for home delivery but can still be ordered online for click & collect with a valid prescription.

Can I get over the counter and prescription medications with Medmate?

Yes, you can order any medications that are stocked by the local pharmacy – over the counter and prescription medications.

What is an electronic prescription?

You will need an electronic prescription to order prescription medications with Medmate.

An electronic prescription (or eScript) is the most convenient way to receive a prescription from your doctor. It is a digital version of the paper prescription that we have all been using for many years.  They are more convenient, safe and secure than paper prescriptions, particularly hand written traditional scripts.

Simply ask your regular doctor for an eScript rather than a paper script.

Click here to learn more about eScripts

How do I get a new script?

Simply ask your doctor for an electronic script to be sent to your mobile.

Medmate has links to a growing number of clinics around Australia. Click “Appointments” and book a telehealth or face to face consultation with your regular doctor.

The easiest way to get a new script is to connect to a Medmate doctor 24 hours a day 7 days a week via our telehealth service. You will be able to see a doctor within the hour and have the script send to you by SMS.

For repeat scripts, please notify the pharmacist that you would like your repeat eScript token to be issued by SMS so that you can reload it into the Medmate app. You can do this in the “Order Notes” section of your order.

How do medicare entitlements work?

What is the PBS?

The Pharmaceutical Benefits Scheme (PBS) provides timely, reliable and affordable access to necessary medicines for Australians. Under the PBS, the government subsidises the cost of medicine for most medical conditions.

Who is eligible for the PBS?

The Scheme is available to all Australian residents who hold a current Medicare card.

How much will I pay for PBS medicines?

This is referred to as the patient co-payment and will vary depending on your entitlement. These are described in more detail below. Many PBS medicines cost significantly more than the co-payment amount. The government pays the difference between what you pay and what the medication costs.

So what are the different Entitlements?

Can you order for someone else?

Yes absolutely. Many carers and family members order medications for other people. Simply use their address for the delivery and leave a note for the pharmacist on checkout (Notes to Pharmacy section).

Can I get it delivered?

Yes choose pick up or delivery. The pharmacies in your local area will display their delivery options including any costs and available delivery periods. Medmate has express delivery options (in eligible locations) that can have orders to your door in 60 minutes. Our average express delivery time is 50 minutes.

Delivery options:

$11.50 Express 60 min delivery (eligible locations)

$7.50 Same Day Next Day delivery – orders placed before 1pm likely to be delivered the same day otherwise within 24hrs.

$7.50 Standard 3-5 day national delivery

 

*Express 60 minute delivery service operates 9am to 9pm for eligible locations and during the selected  pharmacy’s opening hours.

*The 60 minute window is calculated from receipt of a paid order, ready for processing,  in the Medmate system.

*The customer service team will contact you to discuss delivery timeframes if there are delays being experienced by the service.

*If you order outside these periods, the Medmate team will process your order as soon as express delivery opens the next day.

Is medication delivery safe?

Medmate has specialised medication delivery systems. Pharmacies may also utilise their own courier services. Medmate insists that drivers undergo background checks, privacy and security training. Your medication arrives in a discrete package and only you and your pharmacist are aware of the contents.

If there is a prescription item in your order, the driver must check your photo-ID on arrival.

*Express 60 minute delivery service operates 9am to 9pm for eligible locations and during the selected  pharmacy’s opening hours.

*The 60 minute window is calculated from receipt of a paid order, ready for processing,  in the Medmate system.

*The customer service team will contact you to discuss delivery timeframes if there are delays being experienced by the service.

*If you order outside these periods, the Medmate team will process your order as soon as express delivery opens the next day.

Are my products shipped from Medmate?

Orders containing scheduled medicines are shipped directly from a registered Australian pharmacy of your choice. Pharmacists will provide appropriate medication counselling and package your medications safely for delivery.

Some non-scheduled products may be shipped directly from Medmate.

How long does delivery take?

$11.50 Express 60 min delivery (eligible locations)

$7.50 Same Day Next Day delivery – orders placed before 1pm likely to be delivered the same day otherwise within 24hrs.

$7.50 Standard 3-5 day national delivery

 

Do I need to be home to receive my Medmate order?

Yes, a responsible adult must be at home to receive the order. If you have ordered a prescription medication, you will have to show the driver photo ID.

 

What happens if I am not at home, will my order be delivered?

If your order does not contain prescription medication then the driver is able to leave the package in a safe place.

If the order contains prescription medication, or you are not able to produce photo ID, the order will need to be returned to the pharmacy.

Is my information secure?

This is very important to us. Your data is stored in Australia and encrypted to standards conformant and approved by the Australian Government.

What if I have a question or different needs?

Need some help with Medmate?

Call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week.

Need to talk to a doctor?

Connect to a Medmate doctor 24 hours a day 7 days a week via our telehealth service. You will be able to see a doctor within the hour and have the script send to you by SMS.

Click here to make a telehealth appointment now

Got a question for the pharmacy?

Include comments in the “Order Notes” section to the Pharmacy of your choice. The Pharmacy will contact you about your requirements and provide any medication counselling. Information you provide in Medmate is used by Pharmacists to safely dispense and supply medicines.

 

How much does it cost?

Your medication order will be itemised:

  • Product prices are determined by each Pharmacy and inclusive of Medmate customer service fees.
  • Extra competitive prices are available with discount Pharmacies on Medmate.
  • You can add as many items as you like to a single order. Choose delivery or pick up.
  • Delivery costs are :

$11.50 Express 60 min delivery (eligible locations)

$7.50 Same Day Next Day delivery – orders placed before 1pm likely to be delivered the same day otherwise within 24hrs.

$7.50 Standard 3-5 day national delivery

Will I pay the same on Medmate as I would in the pharmacy?

Pharmacy partners set the prices of items on the Medmate directory. While many chemists offer everyday store prices on Medmate, prices on the Medmate platform may be different from in-store prices.

What happens if something is out of stock?

Medmate communicates with you every step of the way. When an item you want is out-of-stock at the pharmacy, a Medmate team member will work with the pharmacy on an alternative or ask you if you would like the order fulfilled by another store.

How do I talk to someone if I need some help?

To talk to customer service call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week

 

How do I get help with my Medmate account?

Having trouble logging in? Forgot your password? Just need some help?

For any technical issues please contact customer support

Call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week.

What happens if there is an issue with my order?

If something isn’t right, you’ve got options. Contact us to report:

– Missing items
– Incorrect items
– Damaged items
– Late orders
– Issues with delivery

To talk to customer service call 1300 858 909
Our support team is available 9am–9pm, Australian Eastern Time, 7 days a week

But what happens when I've got no-one around me?

Jan Frazer
83 years old

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