Question 1

How do I register an account with Pharmacann so I can place an order?

Accepted Answer

Registering an account is easy with our five easy to follow steps, we have also included a step-by-step video to help you in this regard.

Step 1: Fill in your business details- please remember to put the suburb if you are part of a group to ensure your pharmacy is easily distinguished from other pharmacies within the group- this also avoids issues with billing and delivery.

Step 2: Fill in your delivery address- please ensure this is correct to ensure product ordered is delivered to the right address.

Step 3: Create an account log in- only have one login/account per pharmacy.

Step 4: Insert your AHPRA credentials and upload your AHPRA Certificate- ensure this is current and matches the responsible pharmacists’ details in step 5.

Step 5: As the responsible pharmacist, provide your details and upload the front and back of your state issued licence for ID verification.

Once complete, review and accept our terms and conditions.

Once you have completed your registration you will be asked to verify you email address by entering the 6-digit code sent to the email address registered with.

Question 2

I have registered on the ordering portal; how long will it be before I can place an order?

Accepted Answer

During business hours (9am – 5pm, Mon- Fri), your account will be approved within an hour, provided you have uploaded you current AHPRA certificate, APHRA number, Pharmacy details as well as the responsible pharmacist details and proof of identity.

Registration of accounts outside of business hours will be processed and approved the next business day.

Question 3

How do I place an order on the Pharmacann portal?

Accepted Answer

To order, you must have an approved account with a valid AHPRA certificate.

1. Access the Ordering Portal
Click the "Order Now" button on our website, or visit https://www.pharmacann.com.au/pharmacy-orders  to view available products.

2. Select Products
Browse or search for the product you need.
Click Add to Cart for each item you wish to order.

3. Provide TGA Approval Details
You will be prompted to enter a valid TGA approval number (MAP or MB).
If your MAP or MB number is already in our system, it will be automatically approved for processing.
If it is not in our system, you will be prompted to upload a copy of the related MAP or MB documentation provided by the authorised prescriber for admin review and approval.
You may continue placing orders while MAP or MB documentation is pending approval.

4. Review Your Cart
Click your cart icon and select Checkout.

5. Submit Your Order

Question 4

Can I find the expiry date of a product before I order?

Accepted Answer

Expiry dates for all products are provided within the Pharmacann ordering portal. These can be viewed in the product list and under the product description by hovering over the information (“i”) icon next to the product in the product list.

Question 5

What should I do if I can’t upload my TGA approval?

Accepted Answer

If you are unable to upload your valid TGA document, please:

Take a screenshot of the issue or quote the error message (if applicable).
Include your TGA approval number in the message with a copy of the valid TGA document.
Email the details to it@pharmacann.com.au and info@pharmacann.com.au

Our team will investigate the issue, escalate if necessary, and ensure an expedited review for a timely resolution.

Question 6

Can I place an advance order for a product that is out of stock?

Accepted Answer

No, at this stage we are unable to accept orders for items that are out of stock.

Question 7

How far in advance should I order? Should I stock up?

Accepted Answer

Pharmacann offers next day delivery to all metro and regional locations for orders placed before 10:00am AEST. As such, ordering well in advance is not necessary. Prior to dispatch, stock is held in a secure climate-controlled warehouse.

When ordering large quantities, ensure you have sufficient storage capacity in line with Schedule 8 medicine storage requirements.

Question 8

Can I edit or cancel my order in the ordering portal?

Accepted Answer

No. Once an order has been submitted, you will be unable to make any changes to it.

If you wish to cancel or change the order, please contact Pharmacann Order Support by phoning 1300 516 438 or send an email to info@pharmacann.com.au. Please ensure this is done within an hour of placing the order to avoid your order being processed, resulting in restocking fees.

Please be aware that making changes can disrupts the flow of your order and may cause delays in processing.

Question 9

How do I acknowledge the receipt of an order using the Pharmacann portal?

Accepted Answer

In the Pharmacann ordering portal, select the profile icon (top-right corner).
Select “My Delivery Confirmations”. Here you will find both pending confirmations and completed confirmations.
On the “Pending Confirmation” tab, select your order number, then click “View Order Details”.
A lightbox will open showing all order line items.
Mark the quantity received for each product, then click "Confirm" to process the confirmation.
If your order is only partially received, it will remain in the Pending Confirmations tab until the full order quantity is received and confirmed.
Once your order is confirmed in full, it will appear in the Confirmed tab for your records.

If you have note receive the correct product or quantity that was ordered, please reach out to us immediately so we can investigate and rectify.

Question 10

What do I do if there are issues with my order?

Accepted Answer

Please contact Pharmacann Order Support by phoning 1300 516 438 or send an email to info@pharmacann.com.au.

Frequently Asked Questions