How medication delivery works

If your Abby clinician prescribes medication during your consultation, you can have it delivered to your door anywhere in Australia — often same-day in eligible metropolitan postcodes, with discreet packaging, and without a second trip to the pharmacy.

This article walks through what happens after your consult, the options you can choose from, and who to contact if anything doesn't feel right.

What happens after your appointment

Your clinician decides what's clinically appropriate during your consultation. If they write a script, it appears in your treatment plan in the Abby app as soon as the appointment ends, along with any other medications prescribed. If no medication is prescribed, your treatment plan will outline whatever your clinician has recommended instead.

When medication is prescribed, the choice of how to receive it is yours. You can:

• Have your medication delivered the same day
• Schedule it to arrive in the next two to three days
• Collect it from a nearby pharmacy within the hour
• Receive an e-script by SMS to take to any Australian pharmacy yourself

Whichever path you choose, your clinician's instructions, repeats, and any dosage notes travel electronically with the script so the dispensing pharmacist has everything they need.

Choosing a delivery option

On the Your treatment plan screen, tick the medications you'd like to receive and pick a delivery method:

Express delivery — In eligible metropolitan postcodes, orders placed before 9pm on a weekday can arrive the same day. Best for when you're starting treatment or have run out.

Regular delivery — Arrives in two to three business days. The right choice when you're refilling ahead of time and can wait.

Click & Collect — We'll route your script to a pharmacy near you. Most orders are ready for pickup within the hour. Useful if you prefer a face-to-face handover or if you live near a participating pharmacy.

E-script (SMS QR code) — We'll send a secure QR code to your phone. Present it at any Australian pharmacy to have your script dispensed in person. Useful for travel, existing pharmacy relationships, or non-delivery situations.

Delivery costs are shown on the Review your order screen before you pay. They can vary depending on where you are and how the medication needs to be stored or handled — some medications need cold-chain packaging, for example, and that's reflected in the fee.

Confirming and paying

On the Review your order screen you'll see:

• Who the medication is being delivered to and where
• When it's expected to arrive
• A line-by-line breakdown of each medication and its repeats
• Total prescription costs, delivery cost, GST, and the final total
• A tick-box to set up auto-renew (more on this below)

You can pay with card, Apple Pay, Link, Klarna, Afterpay, or Affirm. Payment is handled securely, and your payment method is only charged once the order is confirmed.

Tracking your order

Once you've paid, we keep you informed at every stage:

1. Order confirmed — We've received your order and sent it to the dispensing pharmacy.
2. Pharmacy accepted — A pharmacist has picked up your script.
3. Dispensing — Your medication is being prepared.
4. Packing — It's being packaged, with any cold-chain requirements respected.
5. Out for delivery — It's on its way to you.
6. Delivered — It's arrived at your address.

You can check progress any time under My Medications → Order details → Track your delivery.

Setting up auto-renew

If your script has repeats, you can tick Set auto-renew to have your medication dispensed and delivered automatically before you run out. You choose how often it arrives (for example, every four weeks) and where it's delivered. You can pause, delay, or cancel at any time.

Repeats are only dispensed when it's clinically appropriate to do so — your clinician sets the dispensing schedule, and any early requests are reviewed by a clinician before we go ahead. If you need a refill earlier than your schedule allows, contact our patient care team and we'll arrange the review.

Who dispenses your medication

Abby Health works with a network of licensed Australian pharmacies that dispense and deliver your medication on our behalf. Every pharmacy in the network is registered with the Pharmacy Board of Australia and bound by the same privacy standards as any local pharmacy. Your script details are shared only with the dispensing pharmacist.

If something doesn't feel right

If your delivery hasn't arrived, if the packaging looks wrong, or if you have any questions about your medication, get in touch:

• Open the Abby app and tap Need some help? → Speak with Mae, Catherine or Dom from customer service
• Available 5:30am to 11:30pm, every day

For clinical questions about your medication itself — side effects, missed doses, whether to keep taking it — book a follow-up appointment with your clinician. Abby AI and our patient care team can help with logistics; your clinician is the right person for clinical advice.

In an emergency, call 000. Medication delivery is not a substitute for emergency care.

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