Shipping Policy

Thank you for visiting and shopping at www.customcompounding.com.au.

The following terms and conditions outline the shipping and delivery policies for National Custom Compounding (NCC).

Because many of the medicines supplied by NCC are custom compounded prescription medicines, strict shipping procedures apply to ensure patient safety and regulatory compliance.

Order Processing

All orders are custom compounded and dispensed by our pharmacy team.

Orders typically progress through the following steps:

  1. Prescription verification
  2. Dispensing
  3. Compounding preparation
  4. Pharmacist quality review
  5. Packaging
  6. Shipment dispatch

Orders are generally received within 24 hours of submission. Dispensing then occurs within 1-2 business days.

After processing & dispensing, compounding and quality checks may require an additional 1-2 business day before dispatch.

Orders are not shipped on weekends or public holidays. Temperature-sensitive medicines are not shipped on Fridays and may not be shipped on Thursday, based on delivery estimates of parcel.

During periods of high demand, compounding time may increase. If a significant delay occurs, our team will contact you directly.

Shipment Notification & Tracking

Once your order has been dispatched, you will receive:

  • SMS notification
  • Shipment confirmation email
  • Tracking number

Tracking numbers may take up to 24 hours to activate in the courier system.

Patients are responsible for monitoring shipment tracking and ensuring someone is available to receive the delivery if required.

Shipping Methods & Costs

Shipping fees are calculated at checkout based on delivery method and weight.

Shipment MethodAreaEstimated Delivery TimeCost
NCC → NCC AffiliateAustraliaVaries$5
NCC → NCC Affiliate (Sterile Medicines)AustraliaVaries$12
NCC → Patient (Express Post)AustraliaVaries$15 (up to 1kg)
Startrack / Courier Next DayAustralia1–2 business days$50 (up to 1kg)

Additional charges may apply for parcels exceeding 1kg.

Delivery times are estimates only and are not guaranteed.

Courier Responsibility

Once an order has been collected by the courier service, delivery timeframes are controlled by the courier provider.

NCC is not responsible for courier delays caused by:

  • Weather events
  • Transport disruptions
  • Public holidays
  • Remote delivery locations
  • Courier operational delays

Patients should allow additional transit time during peak periods.

Delivery Address Responsibility

Customers must ensure all shipping details are correct at the time of ordering, including:

  • Patient name
  • Delivery address
  • Contact phone number
  • Email address

NCC cannot be responsible for delays or lost parcels resulting from incorrect delivery information provided at checkout.

If a parcel is returned due to incorrect address details, additional shipping charges may apply to resend the parcel.

Temperature-Sensitive Medicines

Some compounded medicines supplied by NCC require temperature-controlled storage (refrigeration).

Patients must ensure:

  • Deliveries are brought indoors promptly
  • Medicines are refrigerated immediately if required
  • If parcel collection notice is left at the patient address, collection from the post office occurs quickly

NCC cannot guarantee product stability if parcels are left unattended for extended periods after delivery.

Replacements may not be issued for medicines that deteriorate due to improper storage after delivery.

Delivery to P.O. Boxes

Orders delivered to P.O. Boxes can only be shipped via Australia Post or Startrack Express.

If a P.O. Box address is entered at checkout, NCC will automatically dispatch the order via Australia Post.

If the item being shipped is a temperature-sensitive medicine, it is the patient’s responsibility to collect the item immediately from the Post Office.

Shipment Locations

NCC currently ships to:

  • Australia
  • New Zealand

For international shipping enquiries, please contact: [email protected]

Our team can provide a shipping quote prior to order placement.

International Shipping

International shipments may be sent via:

  • TNT / FedEx
  • Australia Post International

Delivery times vary depending on destination and customs processing.

Customers are responsible for ensuring that importation of compounded medicines is permitted in their country.

Customs, Duties & Taxes

NCC is not responsible for customs duties, taxes, or import fees applied to international shipments.

All charges imposed by customs authorities are the responsibility of the recipient.

Damaged Shipments

If your parcel arrives damaged, please contact NCC within 48 hours of delivery.

Please include:

  • Photographs of the damaged packaging
  • Photographs of the product
  • Order number (if available)
  • Our pharmacists will review the issue and determine whether a replacement product should be issued.

Please retain all packaging materials until the issue has been resolved.

Lost Shipments

If your parcel appears to be lost, please contact NCC so we can initiate a courier investigation.

Replacement products may be issued once the courier confirms the parcel is lost in transit.

Please see Lost Parcel (In‑Transit) Policy for more information.

Pharmacy Regulations

Because many NCC products are custom compounded prescription medicines, once they are dispensed they:

  • cannot be returned to stock
  • cannot be resold
  • must comply with pharmacy regulatory requirements

Please refer to our Patient Returns & Refund Policy for further details.

Contact Information

If you have questions about your order or shipment, please contact our team.

Phone 1300 731 755, Email [email protected] or Web www.customcompounding.com.au

National Custom Compounding
166 Gooding Drive
Merrimac QLD 4226

Version 1.3, Date modified Thursday, 12 March 2026