Frequently Asked Questions
These questions and answers are specific for smoking cessation users.
Getting Started
How can I access smoking cessation medicine and become a patient?
To access smoking cessation medicine, you will first need a valid prescription from your practitioner.
If you are in need of a prescription, Care Direct offers free smoking cessation consultations.
An authorised prescriber will assess your medical condition and determine if smoking cessation medicine is a suitable treatment option for you.
How do I get started with Dispense Direct?
Upload your scripts here or ask your healthcare professional to send them to us. We will set up your account and let you know when you are ready to order.
How do I access the ordering portal?
Once your account is set up, you will be notified by email with a link to our portal. Log in with the details provided to place and manage your orders.
How do I change my account details?
If you need to make any changes to your account, contact our team and we will update your details for you.
Where can I find accessories?
We sell a variety of vaporisers and other accessories in our shop. Browse the range online or ask our team for recommendations.
Legal and Regulatory
What is the new legislation on nicotine vaping products implemented on 1 March 2024?
The new legislation requires that all nicotine vaping products in Australia must be prescribed by a registered medical practitioner. This regulation is part of an effort to control the distribution and use of these products to ensure they are used safely and appropriately.
How do I obtain a prescription for nicotine vaping products?
To obtain a prescription, please book in for afree consultation. An authorised prescriber will assess your individual needs and determine if nicotine vaping products are appropriate for you. If eligible, a prescription will be issued and access will be granted to our online shop.
What changes should I expect with the new legislation?
With the new legislation, you will need a valid prescription to purchase nicotine vaping products. Additionally, these products will be subject to stricter regulatory controls to ensure quality and safety. Our pharmacy will assist you in navigating these changes and ensuring compliance with the law.
Can I travel with my nicotine vaping device under the new legislation?
Yes, but there are restrictions. Most airlines allow you to carry vaping devices in your carry-on luggage, but not in checked baggage. Always check the specific regulations of the airline and destination country before travelling. Ensure you have your prescription documentation with you if required.
Shipping and Returns
How much do you charge for shipping?
We charge a flat rate of $9.99 for express delivery, orders over $180 get free shipping.
Who is your logistics partner?
All our parcels are shipped via Star Track (signature required)
What happens if there is an issue with my parcel/it gets lost?
In the rare event that a parcel is lost, please contact us at 1300 420965 and we will be able to assist.
What is your return policy?
Please see our return policy here. We do not offer refunds or exchanges for change-of-mind situations. However, if you notice any defects in the product, please contact us and we will be able to assist you further. Please do not use the defective product as it may affect the return process. If you have a Storz & Bickel warranty enquiry, please read the information here first.
What are your order processing times?
Our cut off time for same-day shipping is 2pm (AEST). Orders placed during the weekend will be processed next business day.
