Missed Your Delivery?

What to Do If There’s an Issue with Your Delivery 

We understand how important your medicines are, and we do everything we can to make sure your delivery arrives on time. Here’s what to do if something doesn’t go as planned:  

Delayed Delivery 

• Check your Track-Your-Driver link first - this gives you real-time updates on your delivery. 

• If you’ve requested a before 1 PM or after 1 PM slot, we’ll always try to honour it, but sometimes this isn’t possible due to route planning or unforeseen delays. 

• If your driver is delayed because of traffic or other issues, we’ll contact you by SMS, email, or phone to keep you informed. 

• In very rare cases, such as extreme weather, we may need to cancel a delivery route. If this happens, a member of our team will contact you as soon as possible. 

Missed Delivery 

What to do if you miss your delivery. 

• If you’re not home when the driver arrives, they will wait for a short time and try to contact you via our logistics team. 

• If we can’t reach you or you’re unable to get to the delivery location, the delivery will be returned to our depot for checking. 

• Once everything is checked back in, a member of our team will contact you to reschedule. This usually happens the day after your original delivery date. 

• If you haven’t heard from us by the following day, please contact Patient Support. 

Did you know? If you won’t be home for your delivery, you can let us know by calling XXXX anytime up to 5pm the day before it’s due.