Help & Support

Delivery, Pick up & Returns

Delivery


Where toCostTimeframe^ (Monday - Friday, excluding Public holidays)
North Island$5Order by 3pm for next working day delivery
After 3pm, 1-2 working days
South Island$52-3 working days 

*Large orders or rural delivery may incur additional delivery charges. We will contact you if this is the case.

^Delivery timeframe is based on the date your order is despatched, not the date your order is placed. Please allow an extra 2-3 days for rural delivery.


All of our deliveries are tracked and require a signature on receipt. You will receive tracking information when your delivery is on its way to you. If no one is available to sign for your delivery at the first attempt, the courier will leave a calling card.


PO Box & Private Bag Delivery


Unfortunately we do not allow orders to be dispatched to PO Box or Private Bag Delivery addresses as all deliveries require a signature on receipt.

Pick up

We now offer FREE Pick up at Countdown Pharmacies throughout the country. 


How it works?

Shop online, select the Pick up option as you checkout, and choose the Pick up store you would like to collect your order from. 


Our Pharmacist will pick and pack your order and aim to have it ready for Pick up within 2 hours* from the time of placing your order. 


Picking up your order

We'll send you a text to let you know when your order is ready for Pick up. Head to the in-store pharmacy with your order number. 


If someone else is picking up the order on your behalf, they will need a copy of your order number. 


*2 hours from the time you place your order. Applicable during in-store Pharmacy opening hours only, orders placed after 6pm may not be ready for collection until the next day. Some products are not available in all stores. 

Returns

If you are unhappy with a product you have received, please contact us with your order number handy. Please note if a refund is required it can take between 5-7 days to appear in your account.

Contact Us

We’re here to help! For questions regarding Delivery, Online Shopping & Your Account check out our FAQs, or get in touch with us below:

0800 237 427

Our Pharmacist Eddie is available 9:00am to 5:30pm, Monday – Friday (excluding public holidays).


Our in-store pharmacists are also available for general questions, and queries regarding prescriptions. 


Send us an email: pharmacy@countdown.co.nz

Find a store

Visit us in-store for help with prescriptions, private consultations and a range of services including free blood pressure checks and vaccinations.

Health & Medical Advice

Emergencies

In a medical emergency call 111


Doctor

Call your family doctor for information and advice.


Healthline

If you don’t have a doctor and are feeling unwell contact Healthline on 0800 611 116 for

health advice and information.


Healthpoint

For information regarding healthcare providers and services please check Healthpoint

Our Pharmacist – Eddie See

After graduating from the University of Otago, Eddie became a registered Pharmacist in 2009. Eddie joined the Countdown team in 2012, and was our first Pharmacist to be hired! He was involved in setting up Countdown’s first pharmacy in Newton, and has also been Department Manager at our Newton, Ponsonby and Mount Eden branches.


Our Pharmacist on Duty, Eddie checks orders before processed and prior to despatch and is available Monday to Friday between 8.30am – 5pm. Eddie is fluent in English, Malay and Mandarin.

Onecard

Earn Onecard points and rewards as you shop on the Pharmacy website! Simply enter your registered Onecard number at the checkout when you place your first order. 


In the same way as online or in-store shopping, you'll earn rewards as you spend. Every single dollar you spend earns you a single point. So be sure to use your registered Onecard with every shop - big or small.


Unfortunately at this stage we are unable to offer Onecard e-vouchers as a payment option. 


Learn more about Onecard.

FAQs

Online Shopping

What products and offers can I see?
We’ve got a range of Health & Wellbeing as well as our Pharmacy lines available to purchase. You’ll also find the same prices as in store, Specials, Great Price and Onecard Club prices.


I forgot my medicine - can I edit an order once I have submitted it?

No. Because we aim to despatch all orders on the same day as they’re received, we’re unable to make any changes to a submitted order.


Who picks my order?

Every order is checked by our Pharmacist, before being carefully picked and packaged by our Pharmacy team.


What if what I order is not available, will you substitute with something else?

Our Pharmacist will contact you if there is anything unavailable to discuss suitable alternatives or arrange a refund.


How do I cancel an order?

Please contact us on 0800 237 427 as soon as possible after placing your order if you need to cancel it. We’ll do our best to help but it may not be possible if your order has already been despatched.


Do you offer discounts for large orders or supply trade orders?

No. Please contact us if you wish to place a large order.


What browsers do you support?

We support the latest versions of all browsers and IE11.


Why can't I see my savings on Medicine items?

We adhere to a range of legal requirements, codes, and practices guiding the promotion and advertising of medicines in New Zealand, which unfortunately means we are unable to show savings on these products.


Is a Pharmacist on duty in the Pharmacy?

Yes, we have a Pharmacist available during all the hours the Pharmacy is in operation. These are Mon-Fri 8.30am - 5pm.


Are my items checked by a Pharmacist?

Yes, our Pharmacist checks every order before it is processed. If medicines have been ordered we will also ask you a few extra questions before the checkout as well.


How will I know that medicines I order will be safe for me to use?

Please always read the label and use only as directed. Check with your healthcare professional if you have any questions or concerns before consuming. 


Our Pharmacist will check all orders prior to despatch, and use any information provided by you to check for any interactions between products ordered. At times our Pharmacist may also provide usage information or guidelines via email or phone call.


Why can’t I buy these Pharmacy items as part of my Grocery shop?

For legal reasons regarding New Zealand Pharmacy ownership regulations we are unfortunately unable to offer you Pharmacy only items on our Grocery website or consolidate baskets and payment.

My Account

Will I receive emails from you?

We’ll email you to confirm that we’ve received your order, or taken payment.


Our Pharmacist may use email to send you further detail regarding any products you have purchased.


Marketing emails will only be sent to customers who have opted in, and will always include an option to unsubscribe.


Will I get text alerts?

Yes, we will send you a text to confirm your parcel has been delivered & received.


If I haven’t shopped online for a long time (it’s been over 12 months) will I still be able to Sign In and how do I do that?

Yes, no problem! If you’ve forgotten your password simply request a password reset and you’ll be on your way.


If I Sign Out of the Pharmacy website, do I also get signed out of the other Countdown websites eg: Onecard, Bunch, etc?

Yes, once you logout of the Pharmacy website you will be logged out on all devices and other sessions.


How long will I be remembered if I have chosen "Remember Me"?


Payment

How do I pay for my order?

We accept all major Credit & Debit cards for payment.


Can I redeem my Onecard e-vouchers online?

No. At this stage we’re unable to offer Onecard e-vouchers as a payment option.


Are the payment details I submit secure?

Yes. Our site uses 3DS as an extra layer of security for payment.


When will the money be taken from my account?

When you place your order our payment provider will pre-authorise the amount. Once your order is packed and despatched we’ll process payment (usually on the same day depending on when your order is received).


Do I get fuel discount vouchers if I shop online?

Yes you can earn Onecard points and rewards.


How can I check that my order has been received?

We’ll send you an order confirmation email to confirm we’ve received your order. Please check your spam folder or contact us if you don’t receive a confirmation email.

Pick up

Where do we go to pick up my order?

You need to go to the in-store pharmacy counter to pick up your order.


What do I need to bring to verify who I am?

You need the order number and answer any identity questions that the pharmacist may ask.


Can someone else pick up my order?

Yes, they will need to know the order number and answer any identity questions that the pharmacist may ask.


What if I can't make it to pick up the order?

Contact the in-store pharmacy to let them know.  They will contact you if you do not pick the order up.


What if I want a refund?

Contact the pharmacy where you picked the order up from. The refund will not be processed by them as they did not receive your payment. All refunds will be processed by the next working day by the support centre. 


What if I want extra items added to my order when I pick up my order?

Any additional products that you want can be purchased in-store as a separate transaction over the counter.


When would I expect my order will be ready for pick up?

The order will be available for pick up within 2 hours of the online order being placed. We will send you a text message when your order is ready.


Do I have to pay anything when I pick up my order?

No, your order has been paid for when you completed the transaction online.


Can I cancel my order?

Yes. You can call the pharmacist, their contact details are on the invoice, to cancel the order. If you have not received a text message from us prior to contacting the Pharmacist, then you would not have been charged if the order has not been fulfilled.


What if I received your text message and I wanted to cancel my order?

If you received the text message prior to wanting to cancel your order, please contact the pharmacy so they can arrange for a refund of the order.