Getting Started
How does Ace work?
Ace Pharmacy operates like a regular pharmacy. You can ask your doctor to send your prescription directly to Ace, or request us to transfer your prescription from your old pharmacy. You will have access to your own patient portal to manage your prescriptions and health conditions, and can choose to have your medication delivered or picked up in-store.
What is specialty medication?
“Specialty medication” is a type of prescription drug used to treat complex, chronic, or rare medical conditions. Specialty medications often require special handling and administration, and may be expensive. They include drugs used to treat conditions such as cancer, autoimmune disorders, HIV, hepatitis C, and medicinal cannabis.
What can I expect when I get started with Ace?
With Ace, you will have access to a care team, which includes clinical pharmacists and nurses specially trained to assist with your condition. They can help you get started, coordinate your care, manage side effects, and support you every step of the way.
Will my medications cost more through Ace?
No, they will not. Ace is a PBS approved community pharmacy, where you pay the same for all PBS subsidised medications. Non-PBS subsidised medications are competitively priced to ensure maximum value for your chronic health management.
Switching to Ace Pharmacy
How do I transfer my prescriptions to Ace?
Simply request a transfer via our website sign up, online platform or by calling us. We will coordinate the onboarding process, but there may be a few days delay as your current pharmacy will need to provide us with the information.
How do I send a new prescription to Ace?
Let your doctor know that Ace is your pharmacy of choice, and we will load the prescription onto your patient portal for you to order.
Can I order multiple repeats at once?
Yes, if your doctor has authorised multiple supplies. Some prescriptions may have repeat intervals which require a certain number of days to have passed before getting repeats.
What do I pay for my medicines?
There are no extra charges for our services. Your medicine prices are priced according to your entitlements and in line with the pharmaceutical benefits scheme. Please contact us for any price verification.
What payment methods do you accept?
We accept payments made by credit card, direct transfer, and direct debit.
How much does it cost to have my medication delivered?
We offer free delivery for all PBS medications! Non-PBS and private medications may incur a delivery fee.
How do I track my order?
Once your order is dispensed and shipped, you will receive notifications to track your orders through your patient portal.
Can medications be returned?
Refunds and exchanges must be authorised by the manufacturer or supplier. We are happy to organise this on your behalf, or you may do so with the company yourself. However, we cannot issue refunds or returns until the manufacturer has confirmed the product issue and refund approval. We will not issue refunds/returns for a product any other way once the seal has been broken.
How long does it take to get my order?
Once your order is validated, it is shipped through standard Australia Post. It may take between three and five business days to arrive.
Do you accept Medicare and Concession Cards?
Yes! We accept all entitlements, just like a regular pharmacy.
How will my medicine stay safe during delivery?
Refrigerated items are packed in a plastic bag to avoid condensation, which is then packed inside either a Styrofoam cooler or an insulated.