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Ordering FAQ

Question areas:

The Ordering Process

Q. Can you explain the ordering process?

A. The ordering process involves four simple steps

  • Step 1 - Select the product(s) to order
  • Step 2 - Provide Billing and Shipping details
  • Step 3 - Proceed with the Secure Payment
Step 1 - Select the product(s) to order

Select a product by following these simple steps:

  1. Click on the 'Buy Online' box Buy Online displayed below images of the products available for purchase at the Homepage and also in the Online Ordering option of each sub-menu. This will take you to the Secure Orders page.
  2. Enter the quantity of the product or products you wish to order. Multiple products can be ordered on a single order sheet. Prices in United States dollars are displayed on the left hand side of the order sheet.
  3. If a mistaken quantity is entered simply highlight the incorrect number, delete and re-enter the correct value.
Step 2 - Provide Delivery information
  1. Enter your name, shipping address, email and telephone contact details in the appropriate sections.
  2. If a mistake is made, simply highlight the incorrect section, delete and re-enter the correct details.
  3. To proceed, click on the 'Proceed' button.
Step 3 - Proceed with the Secure Payment

Lawley Pharmaceuticals uses the CommWeb payments system to conduct e-commerce in a secure and confidential environment. Hormone Solutions accepts payments with VISA and Mastercard credit cards. Please follow the prompts for your credit card details (card type, card number, name on card, expiry date and security ID). Confirmation of your payment and order details will be emailed to the email address you provide in Step 2.

How to Order Offline (By Toll Free Fax)

Step 1 - Download Order Form

Click here to download and print the order form.

Step 2 - Order the Product(s)

Find the product you wish to order and mark the required quantity of the product(s) required.

Step 3 - Complete the Fax Order Form

Ensure that you complete all sections of the Fax Order Form including

  • Customer details
  • Customer information
  • Order your medications
  • Credit card details
Step 4 - Faxing your form

Fax your completed order form using our US and Canada toll free fax number: 1-800-961-7650 or international direct +61 8 9388 0098.

How to Order Offline (By Toll Free Phone US and Canada Callers Only)

To order by phone we will require your contact details. These can be left on our toll free phone message service. To contact this service, call 1-800-961-7813 USA and Canada or international direct +61 8 9388 0098 and follow the instructions to leave your phone contact details. A Hormone Solutions or Lawley Pharmaceuticals staff member will make contact with you to enable you to place your order by phone. We strongly recommend for your credit card security that your credit card details are provided via the online Commweb system rather than verbally, however we are pleased to offer a personalized service if required.

Q. What happens after I have placed an order?

A. Once you have correctly completed Step 3 of the ordering process an automatic order confirmation and receipt of payment is emailed to the email address you supplied. This shows the product(s) you ordered, the quantity, the cost and the address they will be delivered to.

Orders are processed within 1-2 working days of receiving them. You can expect to receive an email message confirming your order has been despatched within this timeframe. If for any reason the product you ordered is not in stock, you will be notified of this. You will be given the option of leaving your order with us, and it will be despatched as soon as new stock arrives, or cancelling your order for a full refund.

Return and Refunds

Q. What is your policy on the return of goods and refunds?

A. Goods will be accepted for return only with prior approval of Lawley Pharmaceuticals. Lawley Pharmaceuticals owns and manages Hormone Solutions. Should it be necessary to return any product please contact Hormone Solutions or Lawley Pharmaceuticals prior to returning good(s) by phone, email or fax. Please click on here to contact us.

A refund will only be issued for faulty products once Lawley Pharmaceuticals has verified the fault and replacement of the faulty product is not appropriate.

If an item is deemed faulty Lawley Pharmaceuticals will also reimburse the purchasers all costs associated with returning the faulty product.

No refunds will be given for items that are seized at your local customs office and not returned. Should an item be returned from Customs damaged no refund will be issued. Any extra costs associated with the return of the goods will be deducted from the refund value. Please note that Customs and import policies in some countries prohibit the importing of hormonal products. It is your responsibility to check your country's policies.

Refunds will be issued no later than 10 days after the goods have been returned and deemed faulty.

Medical supervision using testosterone

Q. Does my doctor need to prescribe testosterone?

A. It is very important that the use of testosterone by either men or women is conducted under the supervision of a qualified medical practitioner. Testosterone has been used for decades to treat hypogonadal men and to a significantly lesser extent women with low libido. It is only within the past few years since newer user friendly forms of testosterone (like creams and gels) have become available that testosterone is used to treat a wider range of medical conditions. Clinical studies in women show that if used in low doses for short periods of time testosterone is well tolerated with little or no side effects. However because higher doses of testosterone in women can cause unwanted side effects treatment needs to be monitored by a medical practitioner. Unlike ordinary hormone replacement therapy (HRT) it is important to have blood tests before starting testosterone therapy and regularly while using it. Medical supervision is therefore essential.

In males testosterone use needs to be conducted under the supervision of a medical practitioner because safety factors including prostate screening via a blood test and a physical examination is essential prior to commencing testosterone therapy. Other factors including liver function and medical history need to be carefully considered prior to initiating testosterone therapy.

Legal issues

Q. Can I import prescription products into the U.S.?

A. Yes, provided the goods are for personal use. However, US law states US citizens are prohibited from the importation of controlled substances without the express authorization of the DEA. Testosterone is a controlled substance in the USA and we will NOT ship our testosterone products to the USA without DEA authorization.

There is a 'discretionary' provision in FDA policy which provides the flexibility for private individuals to import medicine for personal use under certain circumstances. The FDA General Guidance Section relating to Importation of drugs specifies that importation of unapproved medicines should not conducted if there is known commercialization or promotion to persons residing in the U.S. This is not the case with Hormone Solutions nor Lawley Pharmaceuticals. The FDA policy does make provision for importation of prescription products into the U.S. provided the product(s) is not considered to represent an unreasonable risk, the individual seeking to import the product affirms in writing that it is for the patient's own use and a small amount (usually less than a 90 day supply) is being imported and the goods used are being supervised by a medical practitioner.

Q. What about U.S. customs?

A. Many millions of US citizens have been satisfactorily supplied medicines via the Internet. However, US law states US citizens are prohibited from the importation of controlled substances without the express authorization of the DEA. Testosterone is a controlled substance in the USA and we will NOT ship our testosterone products to the USA without DEA authorization. An information link that will provide you with additional information is available below. You will read that the main desire of US FDA and US Customs is:

  1. to have control of commercial activity (i.e. the importation of goods for resale) and
  2. to protect US citizens from personal harm or financial risk as a result of involvement with unscrupulous Internet merchants.

Neither situation is an issue with a Hormone Solutions or a Lawley Pharmaceuticals order.

Q. Do I need a prescription?

A. Hormone Solutions does not require a prescription to supply products. Hormone Solutions strongly recommends products be used in conjunction with medical supervision.

Hormone Solutions and Lawley Pharmaceuticals complies with all relevant Australian laws, practices and regulations.

Whether or not a customer requires a prescription for a product they order is determined by the regulations in their country. It is the responsibility of the purchaser to check the regulations in their country for the medicine they are ordering.

Payment and Billing

Q. What currency am I billed in?

A. All prices are quoted in US Dollars and all credit cards are charged in US Dollars. Payments via CommWeb can be converted to local currency at the time of undertaking the transaction using the currency converter displayed at the bottom of the order page.

Q. How do I pay for my order?

A. We utilize the secure online payment services of CommWeb which accepts Visa and Master Card credit cards.

Q. When do you bill my credit card?

A. Billing is done at the time of placing the order and payment is processed by the secure CommWeb system. Goods are shipped and an email notification of goods having left within 1-2 working days of the online transaction being completed.

Q. Can you bill my credit card from outside the U.S.A.?

A. Most of the time we can charge your credit card without any issues, but some credit card companies block charges to your card that originate from a foreign country. Payment cannot be collected even when the correct credit card information has been provided. We suggest you contact your credit card company to notify them that you expect a charge from Lawley Pharmaceuticals, Australia, and ask them to remove any blocks on that charge. On rare occasions a transaction may fail even though there are no bank blocks on the credit card. If this is the case re-try making the payment and leave the 3-digit security code blank when entering the credit card details. For reasons unknown this usually results in a successful completion of the order.

Q. Will you accept my insurance?

A. Unfortunately no. Hormone Solutions and Lawley Pharmaceuticals cannot accept insurance. We will provide you with a medication receipt. Please contact your insurance agent for more details.

Q. Are there any other fees other than the drug cost and shipping/handling?

A. No. There are no hidden fees.

Telephone contact with Hormone Solutions or Lawley Pharmaceuticals staff

Q. Can I speak with someone from Hormone Solutions or Lawley Pharmaceuticals?

A. Yes, please phone our toll-free voice message service (1-800-961 7813 USA only) and provide the following details:

  • Name
  • Contact phone number
  • State and Country (to be used to determine time zone)
  • A convenient time for your call to be returned (your local time)

An automated answering system will record your message and forward the message to Hormone Solutions. A staff member will contact you at the time closest to your requested time. Please understand there is a minimum 10 hour time difference between the USA and Australia.

To find out the time in Perth, Australia visit the World Clock by clicking here.

We understand that our approach does not always allow customers to have immediate contact with us, but we are confident that our customer care is still of a high quality. We receive many good comments about it and very little negative feedback.

Customers residing outside the USA can contact Lawley Pharmaceuticals via email, post, telephone or fax.

Shipping and Delivery

Q. How are orders shipped?

A. Orders to Canada, Europe, the Middle East, Far East and Asia-Pacific are shipped via Australia Post's Express Courier International (ECI) premium international service. This is run in conjunction with the destination countries postal service. Orders to the USA are shipped via Australia Post Insured Air (trackable). Orders to some Central American, South American and African countries are shipped either via Australia Post's Insured Air service (trackable in most countries), Express Courier International (trackable) or via Registered Post (not trackable), depending upon individual countries' postal services. For most countries there is a DHL courier available at an additional cost.
In the USA, testosterone is classified as a controlled substance and may be seized by US customs. For additional details, please see below.

If you need information about the status of your delivery please track your order by entering your tracking number into the post tracking service of your country:

Australia

United States

Canada

Hong Kong

Japan

United Kingdom

Q. How long will delivery take?

A. USA: ProFeme® sent to the USA is shipped via Australia Post Insured Air. This service is run in conjunction with by the United States Postal Service (USPS). Delivery generally takes 10-14 days from the time of shipping. An email is sent with the shipments tracking details within 24 hours of shipping and can be tracked online via the USPS or the Australia Post website.
Please note US citizens are prohibited from the importation of controlled substances (testosterone) without the express authorization of the Drug Enforcement Agency (DEA). The cart page will not allow orders or payments for our testosterone products to be processed or shipped.

A. Rest of the World: Orders to Europe, the Middle East, Far East and Asia-Pacific are shipped via Australia Post's Express Courier International (ECI) premium international service. This is run in conjunction with the destination countries postal service. For example Hong Kong orders are delivered by Hong Kong Post. Delivery generally takes 4-8 business days from the time of shipping. An email is sent with the shipments tracking details within 24 hours of shipping and can be tracked online via the destination country website or the Australia Post website. Orders to some Central American, South American and African countries are shipped either Australia Post's Insured Air service (trackable in most countries - up to 20 days delivery), ECI (trackable - 4-8 days delivery) or via Registered Post (not trackable - up to 20 days delivery), depending upon individual countries' postal services. For a faster delivery option there is a DHL courier service option available at an additional cost.

Occasionally orders can take slightly longer if goods are delayed due to the Customs clearing processes. Australia Post, Lawley Pharmaceuticals and Hormone Solutions are not responsible for delays due to your countries Customs requirements.

Q. What if my order does not arrive?

A. Delivery Guaranteed - or your Money Back (provided the delivery details you supplied when ordering were correct). If your order does not arrive within 20 business days after shipment using ECI or insured post, we will resend your order at our cost or the amount charged for your order will be refunded. This undertaking does not apply if Customs officials in your country refuse entry to the goods. We will however resend at no cost or refund the amount charged for the goods (less freight costs) if they are returned by Customs. If goods are destroyed by Customs there is no entitlement for a refund.

Q. What is the delivery charge?

A. All orders are charged between US$17.50 - $75.00 depending upon the shipping destination regardless of quantity order. If for any reason an order has to be sent in more than one package, only a single delivery charge will apply.

Please note that Customs and import policies in some countries prohibit the importing of hormonal products. It is your responsibility to check your country's policies.

Estimated delivery time is 2-3 weeks from date of shipment provided no problems occur with your local Customs office. Some countries may require various types of import licenses. Lawley Pharmaceuticals will not be held responsible or liable for any problems that result at your local customs office. No refunds will be given for items that are seized at your local customs office. Lawley Pharmaceuticals will not be held liable for any customs duties or taxes that arise from your local customs office. Lawley Pharmaceuticals will also not be held responsible for any additional fee the local carrier in your country may charge. Our international shipping prices reflect the base shipping charge not including customs duties, taxes and country specific fees. Our fees ONLY reflect the cost for us to ship your order to your country. If you are unsure of your country's import policies, please check with them before ordering.

We do not ship orders on Saturdays, Sundays or Australian public holidays.

Contact Details

Lawley Pharmaceuticals Head Office is located at:
Unit 2 / 15a Harrogate Street, West Leederville
PO Box 1146, West Leederville, Western Australia, Australia 6901

Tel: +61 (0)8 9388 0096
Fax: +61 (0)8 9388 0098

Customers calling from within Australia please call 1800 627 506 or 08 9388 0096
Customers from outside Australia please call +61 8 9388 0096

All customers can contact us by email

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