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.
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 after placing an order?
A: If your order hasn’t been dispatched yet, we can update your address. Please use the "Live Chat" option in your "Patient Portal" requesting a delivery address change and a customer support member will be with you.
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 is 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 will have Authority to Leave, meaning the courier will drop your package at your door.
This is much more convenient if you're comfortable with unattended deliveries.