Tracking your order

You'll never wonder where your medication is. Here's what each stage means and where to check.

Where do I track my order?

Open the Abby app and go to My Medications → Order details → Track your delivery. You'll see a timeline showing which stage your order is in and how long it's been there.

We'll also send you a push notification (and an email, if you'd prefer) at each major milestone so you don't need to keep checking.

What do the order stages mean?

1. Order confirmed We've received your order and sent it to our fulfilment partner. This usually takes around 30 minutes. Nothing for you to do — we'll let you know when the next stage begins.

2. Pharmacy accepted A licensed Australian pharmacist has reviewed your script and accepted the order for dispensing. If there's anything unusual about the prescription, the pharmacist may reach out.

3. Dispensing Your medication is being prepared. This is where the pharmacist physically assembles your order according to your clinician's instructions — counting tablets, checking expiry dates, adding any patient information leaflets.

4. Packing your order Your medication is being packed, with cold-chain or signature-on-delivery requirements respected. Labels are double-checked, delivery instructions are attached, and your parcel is handed over to the courier.

5. Out for delivery Your parcel has left the pharmacy and is on its way to you. You'll usually receive a narrower arrival window (for example, "Arriving between 2pm and 5pm") at this stage.

6. Delivered Your medication has arrived at your address. If you're home, the driver will hand it over. If you're not, they'll follow your delivery instructions.

How long does each stage take?

Rough guide for Express delivery ordered before 9pm on a weekday:

Regular delivery follows the same stages but with longer windows between each (normally one to two business days for dispensing and packing, then standard courier timeframes for delivery).

What if my order is stuck at one stage?

A few hours at any one stage is normal. If an order stays at the same stage for more than 24 hours, 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

We'll look into it and let you know what's going on.

Will the courier call me?

In most cases, yes — if you've added a mobile number to your delivery address. The courier may call if they can't locate the address, if a security gate is blocking access, or to confirm drop-off instructions.

If you'd prefer not to be contacted, add a note on the Find delivery address screen (for example, "Leave at front door, do not call").

What happens if I'm not home?

The driver follows the instructions you provided at checkout. Common options:

• Leave in a nominated safe place (side gate, under a pot, with a neighbour)
• Attempt redelivery the next business day
• Return to the local depot for pickup

For controlled medications that require a signature, the driver will attempt redelivery rather than leave the parcel unattended.

My tracking says "delivered" but I haven't received it

First, check any safe places you've nominated. If the parcel still can't be found:

• Contact our patient care team right away — same-day reports are much easier to resolve
• We'll investigate with the courier and arrange a replacement or refund if needed

We take this seriously. Every misplaced parcel is followed up.

Can I reschedule a delivery?

If your order is still at the Order confirmed or Pharmacy accepted stage, you can usually change the delivery date or address through the app. Once your medication is being dispensed or packed, you'll need to contact our patient care team — we can sometimes hold a parcel at the depot for you to collect.

Find Comfort. Abby Health. Care that understands you.