Q. How long does it take for my medication to be delivered?
A: Delivery times depend on your location. Typically, orders are delivered within:
Metro areas: 1-2 business days
Regional areas: 1-4 business days
Remote areas: 4-7 business days
You’ll receive a tracking link once your order has been dispatched. This can be found in your "Patient Portal" under the "Deliveries" tab
Q. How can I track my order?
A: You’ll receive a tracking link once your order has been dispatched. This can be found in your "Patient Portal" under the "Deliveries" tab
Q. Do I need to be home to receive my delivery?
A: deliveries do not require a signature upon receipt. If you're not home, the courier will do the following:
Leave it in a safe location
You'll receive a SMS, stating your delivery window of when you can expect your Delivery (EG. 1PM - 3PM )
Q. What happens if my order is delayed?
A: Delays can occur due to high demand, weather disruptions, or courier issues. If your order hasn’t arrived within the estimated timeframe, check your tracking link or contact the "Live Chat" in your Patient Portal for assistance.
Additionally if your consultation with the Dr/Nurse Practitioner is after the cut-off for delivery - it will be sent the following week.
Generally this means before 2:30pm on Thursday - as no new shipments are dispatched on Friday.
This is done to minimize the risk of medication being delayed over the weekend and ensure it spends minimal time in transit.
Q. What should I do if my medication is lost in transit?
A: If your tracking shows no updates for more than 5 business days, or your order is marked as delivered but you haven’t received it, contact us through your "Patient Portal" through the "Live Chat" so we can investigate with the courier.
Q. Can I change my delivery address?
If your order hasn’t been dispatched, you can update your address by doing the following.
Log into the patient portal (skip this step if you are already logged in)
Navigate to the My Account tab
There should be your current address listed - click Edit to change your address
Start typing your delivery address in the box pictured below.
Instructions for Auspost Parcel Lockers
If you are updating your address to a parcel locker
Log into the patient portal (skip this step if you are already logged in)
Navigate to the My Account tab
There should be your current address listed - click Edit to change your address
Please enter the street address for the parcel locker first.
Once selected - more options will appear - in delivery notes you can then enter the locker number (as below)
If your order has already been dispatched from our pharmacy - it might be possible to change the delivery address en route by contacting StarTrack on 13 23 45 as soon as possible. Be sure to have your tracking number on hand.
Q. My medication arrived damaged. What should I do?
A: If your medication arrives damaged, broken, or with missing items, take a photo of the package and contact "Live Chat" in your patient portal immediately. Our customer service team will arrange a replacement if necessary*
Q. Do you offer express shipping?
A: All our medications are shipped via air freight, ensuring the quickest possible transportation times.
Q. Can I schedule a specific delivery date?
A: At this time, we cannot guarantee specific delivery dates. However, you can track your order through the "Patient Portal" under Deliveries tab and plan accordingly.
Q. Can I have my order delivered to a Parcel Locker?
A: Yes! if you don't want your parcel delivered to your home address.
Your two delivery options are below
1. Australia Post Parcel Locker (Secure & Free)
Parcel lockers are a better choice if you want privacy and security (for free).
Sign Up for a MyPost account at Australia Post.
Choose a Parcel Locker location near you.
Use the Locker Address when ordering medication.
Get a Pickup Code via SMS/email and collect within 48 hours.
Tip: Download the Auspost app and make sure you have push notifications enabled to know exactly where your delivery is, and when it arrives.
Please note: It's your responsibility to collect the parcel within 48 hours.
Rumen takes no responsibility for parcels not collected in this timeframe.
2. Authority to Leave at Your Address
If not delivered to an Australia Post Parcel Locker - all deliveries to your house have Authority to Leave, meaning the courier will leave your package at your door without needing a signature.
This is much more convenient if you're comfortable with unattended deliveries.