Delivery Policy

Same-Day Local Delivery, Nationwide Delivery and Safe Handover

Last Updated: 29 October 2026

Introduction and Scope

Northwest Pharmacy operates through:

Baraka Health Limited
Northwest 7 Day Pharmacy
98 Hobsonville Road, Auckland 0618

New Zealand Pharmacy Services Limited
Northwest Pharmacy Kumeu
Units 5 & 6, 1 Putaki Drive, Kumeu, Auckland 0810

In this policy, “Northwest Pharmacy”, “we”, “our”, and “us” refer to the company responsible for the relevant product, service, or patient record. 

This policy explains our medication delivery and courier services, including local same-day deliveries, standard deliveries, and nationwide courier services. Aged-care, disability-care, and palliative-care organisations may have separate delivery arrangements that take precedence where applicable.

1. Delivery Options and Charges

We offer free medication delivery where advertised and where an order qualifies for the applicable service. Delivery may be completed by our own team or through an approved courier service. 

Available delivery options and timeframes depend on:

• Delivery location
• Medicine type
• Prescription readiness
• Pharmacist approval
• Delivery capacity

If a delivery fee applies, it will be disclosed before dispatch. 

2. Local Same-Day Delivery Areas

Our standard same-day local delivery service generally covers:

• Hobsonville and Hobsonville Point
• Westgate and West Harbour
• Massey and Royal Heights
• Greenhithe
• Riverhead
• Kumeu, Huapai and East Taupaki
• Waimauku
  
  

Additional Auckland locations may be considered depending on circumstances and delivery capacity. Availability should be confirmed directly with the pharmacy, as delivery cannot be guaranteed for every address or order. 

3. Same-Day Delivery Cut-Off Times

To be considered for eligible same-day local delivery, requests must be received and accepted by the pharmacy before the following cut-off times:

Submitting a request before the cut-off time does not automatically guarantee delivery. The following must also be confirmed:

• Prescription validity
• Medicine availability
• Pharmacist assessment
• Readiness for dispatch
• Delivery location
• Driver availability

Public holiday arrangements may differ and will be confirmed when the request is made. 

4. Delivery Windows and Urgent Requests

For accepted and eligible same-day local deliveries, we aim to complete delivery by 9:00 PM, unless a different delivery window is confirmed. 

Estimated delivery times may be provided where practicable.

A guaranteed delivery time applies only when specifically confirmed by the pharmacy.

Urgent Medication Requests

If medication is required urgently:

Phone: 09 416 0405

Please do not rely solely on the online repeat prescription form for urgent requests. Urgent deliveries are assessed individually based on:

• Clinical need
• Legal requirements
• Medicine availability
• Transport capacity

For medical emergencies, call 111 immediately. 

5. Repeat Requests and Prescription Readiness

Our online repeat prescription service recommends at least 12 hours’ notice for routine delivery requests.

Please note:

• A repeat request is not a prescription.
• Supply remains subject to prescription validity.
• Pharmacist review and clinical checks may be required.
• Prescriber clarification may be necessary.

Patients should contact the pharmacy early if they are running low on essential medication.

6. Nationwide Delivery and Courier Services

We may arrange medication deliveries throughout New Zealand where legally and clinically appropriate.

Nationwide and out-of-area deliveries typically operate on different schedules from local same-day delivery services.

Delivery timeframes may depend on:

• Destination
• Dispatch timing
• Courier availability
• Medicine-specific restrictions

Where possible, estimated delivery information will be provided. We will also assist in investigating delayed or missing deliveries where required. 

7. Correct Details and Authorised Recipients

To ensure safe delivery, customers must provide:

• A complete delivery address
• A valid telephone number
• Any relevant access instructions

We may verify:

• Patient identity
• Authority of the receiving person

Medicines will generally be delivered only to:

• The patient
• An authorised representative
• Authorised care-facility staff where applicable

8. Unattended Deliveries and Special Handling

Medicines will not automatically be left in a mailbox or unattended outside a property.

Where unattended delivery is requested, the pharmacy will determine whether it is:

• Safe
• Legally permissible
• Appropriate for the medication involved

For certain medicines, including controlled drugs and refrigerated products, direct handover may be required. Unsafe delivery instructions may be declined.

9. Missed Deliveries and Unsuccessful Handover

If no authorised recipient is available at the delivery location, we may:

• Attempt to contact you
• Return the medication to the pharmacy
• Arrange redelivery
• Arrange collection from the pharmacy
  
  

Repeated unsuccessful deliveries may require an alternative delivery arrangement to be established. Any additional charges will be explained before they are incurred. 

10. Delivery Delays, Loss and Damage

Delivery may be affected by factors such as:

• Traffic conditions
• Weather events
• Prescription delays
• Medicine shortages
• Unforeseen circumstances
  
  

If a significant delay or delivery issue occurs, please contact the pharmacy promptly so we can investigate and assist.

Where we arrange delivery, your rights under the Consumer Guarantees Act 1993 continue to apply. We will not require customers to deal directly with a courier instead of meeting our own legal obligations.

11. Care Facilities and Clinical Deliveries

Deliveries to:

• Aged-care facilities
• Disability support providers
• Hospices
• Other healthcare organisations
  
  

may operate under separate service agreements and clinical procedures, including urgent medicine supply and controlled medicine handover requirements. Appropriate authorised staff must be available to receive deliveries where required.

12. Contact and Related Policies

For delivery changes, urgent requests, delayed deliveries, or missing medications:

Phone: 09 416 0405

Email: info@northwestpharmacy.co.nz

Please also refer to:

• Terms & Conditions
• Privacy & Health Information Policy
• Returns, Refunds & Complaints Policy
  
  

These policies do not limit any consumer or patient rights provided under New Zealand law.