Your medical centre should send your prescription to ZOOM Pharmacy if you ask them to.

If for some reason your medical centre refuses or delays sending your prescription to ZOOM, gently remind them of the Code of Health and Disability Services Consumers’ Rights. It’s your fundamental patient right to choose what pharmacy you use, and the duty of your medical centre to send your prescription to the pharmacy of your choice. If your medical centre still refuses, just give proudly Kiwi owned and operated ZOOM Pharmacy a call, so we can help find a solution and resolve this for you.

TELL YOUR MEDICAL CENTRE TO EMAIL OR FAX YOUR PRESCRIPTION TO ZOOM

Ask your medical centre to include your mobile phone number on your prescription, so we can send you a text to confirm when we receive it. If you don’t have mobile, just your landline is fine so we can give you a call.

If for some reason your medical centre refuses or delays sending your prescription to ZOOM, gently remind them of the Code of Health and Disability Services Consumers’ Rights. It’s your fundamental patient right to choose what pharmacy you use, and the duty of your medical centre to send your prescription to the pharmacy of your choice. If your medical centre still refuses, just give proudly Kiwi owned and operated ZOOM Pharmacy a call, so we can help find a solution and resolve this for you.

OR USE YOUR PATIENT PORTAL

If you’re using a patient portal, select/enter ‘ZOOM Pharmacy’ when it asks for your chemist name. If you can’t find ZOOM listed, simply call your medical centre and tell them to send it to ZOOM.

OR YOU CAN FREEPOST/COURIER IT YOURSELF

Just make sure you allow time for it to get here. See our address details in the CONTACT tab.

Selecting the “ZOOM Pharmacy” option in your GP Patient Portal instructs your medical centre to send your repeat prescription directly to ZOOM.

When will ZOOM receive my prescription?

Most medical centres process this within 24 hours (one day). However, some medical centres can take up to 48 hours (two days) for your prescription to be processed and sent onto ZOOM.

Once ZOOM receives your prescription, we will always notify you immediately to confirm your order is underway.

If you haven’t heard from ZOOM and you think it is taking too long, please let us know immediately, so we can follow up with your medical centre to see where your prescription is at.

Why is my mobile phone number important?

Remember, it’s important to let your medical centre know your mobile phone number if you have one and use it often. They can then include it on your prescription in your contact details. This is useful for ZOOM, so we can easily contact you.

Yes.

You can easily request in your medical centre’s patient portal that your repeat prescriptions are sent to ZOOM Pharmacy.

How do I select ZOOM in the portal?

Once you have selected all your medicines you need new repeat prescriptions for, the option to select ‘ZOOM Pharmacy’ will either appear in a drop down menu – or simply select the ‘Chemist/Pharmacy Name’ option, and enter ‘ZOOM Pharmacy’. If you can’t find ZOOM listed in your patient portal, simply call your medical centre and tell them to send it to ZOOM.

This is what your patient portal might look like below, but there may be other examples:

Example 1

Example 2

What happens next?

If you select ZOOM Pharmacy this will trigger a message to be sent to your medical centre, requesting your prescription be sent/faxed to ZOOM.

Please note that at this point, ZOOM will not know you have requested your prescription to be sent to them. Your medical centre must first confirm they are comfortable to issue your repeat prescription.

When does ZOOM receive my prescription?

Most medical centres process this within 24 hours (one day). However, some medical centres can take up to 48 hours (two days) for your prescription to be processed and sent onto ZOOM.

Once ZOOM receives your prescription, we will always notify you immediately to confirm your order is underway.

If you haven’t heard from ZOOM and you think it is taking too long, please let us know immediately, so we can follow up with your medical centre to see where your prescription is at.

FREE shipping for prescriptions with 3 or more medicines on them. For prescriptions with 1-2 medicines on them a $5 shipping fee may apply.

Normal prescription fees may apply.

FREE medicine sachet pack service

On four meds or more? If you use our Sachet Pack Service you receive FREE prescriptions (for fully funded medicines), FREE sachet packing and FREE delivery.*

Unfunded medicines

Check out ZOOM’s unfunded prescription medicine price list. If your medicine is not listed, contact us to find out more.

Partnership benefits

Let ZOOM know if you are an nib member so you receive your discount/benefit. You only need to tell ZOOM once, as your member discount/benefit will automatically be applied for all subsequent orders where applicable.

Family prescription subsidy scheme

Ask about our prescription subsidy scheme and receive FREE prescriptions for you and your family. If you have a partner/husband/wife and/or dependent children living in your household, let us know so we can link you together and help your family save.

*free prescriptions for fully funded medicines only, ‘Special Foods’ may incur a delivery fee.

Once you have confirmed your order and paid any fees that may apply, your meds order is sent out either that day, or the following morning. Delivery is overnight, but we suggest you allow 1-2 days for delivery, depending on where you live in New Zealand.

Our deliveries are done by Courier Post and actioned with urgency and priority during Level 1.

A sachet pack order will take longer as it needs to be made up, however ZOOM sends it out to you well before you are due to start it.

If you need an order urgently, please let our team know.

No.

In your tracking link, you may wish to direct where you would like the courier to leave your parcel. Just click on ‘parcel leave’ then click on ‘add instructions’. Then select the option best for you, for example ‘leave at front door’. You can even click the ‘other’ option and write in specific instructions like ‘go down the path to the left of the garage door and leave by the red door’ for example.

Note that, for health and safety reasons, controlled and fridge medicines CANNOT just be left, nor can some expensive unfunded medicines that you have paid extra for. So for these special deliveries only, Courier Post will knock on your door, then step back two metres. They will wait for someone to come to the door. The courier will then ask that person for their name (to record proof of delivery) and leave your parcel on the doorstep.

How do I track my delivery?

If you wish to see how your delivery is progressing, click on your order tracking link sent to you by text and/or email, to find out where your delivery is at.

What is the best delivery address to choose?

ZOOM recommend you choose a delivery address where someone is there to receive your delivery. Medicines arrive in discreet packaging with no pharmacy identifier, so no-one will know what’s inside your parcel, or that it came from ZOOM.

Why use sachet packs?

Medicine sachet packs have been designed to make it as easy as possible to take your medicines correctly. Sachet packs sort all your medicines into easy to take doses, so that you always know you are taking the right pills, at the right time, each and every day.

What information is on each sachet?

Each individual sachet is clearly labelled with your name, the medicines inside – and the date, day of the week, and time of the day to take it.

How do I use sachet packs?

Your sachet packs come in a long roll, loaded into a dispenser box. Sachets come out in the order that you need to take them, each one clearly labelled with the date, day of the week and time of day to take it.

  1. Gently pull out your sachet pack roll through the slot at the bottom of your dispenser box, so that you can see the first sachet
  2. Double check the sachet label is correct: right date, right day, right time
  3. Gently tear the sachet from the roll, starting the tear from the right-hand side
  4. Start to tear the sachet open from the top perforated side, then tearing down

How long will my sachet pack last?

Most sachet pack rolls last for one month, unless instructed otherwise. About ten days before you are due to run out, ZOOM will automatically begin to organise your next month’s supply.

What if I forget a dose?

If you forget a dose and it’s time for your next sachet, call ZOOM to check what you should do. If you are unsure, simply tear off the sachet you forgot to take, and place it inside your dispenser box – this way you can keep track of what doses you have missed.

Can I take other vitamins/supplements with my sachet packs?

Call ZOOM to ask about any vitamins or supplements you are taking to check if they are OK to take with your medicines. ZOOM can include any pharmacy vitamins you take into your sachet packs as well, making it really easy for you to keep on top of all your medications.

What happens when I need more sachet packs?

Most sachet pack rolls last for one month, unless instructed otherwise. About ten days before you are due to run out, ZOOM will automatically begin to organise your next month’s supply.

How do I reload my dispenser box with a new sachet pack roll?

  1. When you reach the end of your sachet packs, open the box at the top, and remove the old roll.
  2. Place your new sachet pack roll into the box, with the start of the roll underneath.
  3. Gently pull out your new sachet pack roll through the slot, so you can see your first sachet.

What do I do if my doctor changes my medication?

If your doctor changes the medicines you are on, let ZOOM know. We will organise for a new, up to date medicines sachet pack to be sent to you. We will also send you a pre-paid return courier bag, so you can send back to ZOOM your old sachet pack roll for safe disposal.

Is my sachet pack biodegradable/recyclable?

Yes. The clear pouches used in our state-of-the-art sachet packs are biodegradable and can be composted, as they are derived from natural sources such as wood. The cardboard dispenser box is fully recyclable.

Got a question? We’re here to help!

FreePhone 0508 966 622 Monday to Friday 7AM – 6PM

Yes.

ZOOM dispenses and delivers prescription medicines, both funded and unfunded. Make it simple for yourself. Just ask your medical centre to put all your meds on the one prescription and send it to ZOOM. Easy!

Yes.

Once ZOOM receives your prescription, we will always notify you immediately to confirm your order is underway.

If you haven’t heard from ZOOM and you think it is taking too long, please let us know immediately, so we can follow up and make sure your order is on track.

Invitation to download the ZOOM app (only if you want to!)

When ZOOM receives your first prescription, you will receive a text to download the ZOOM Pharmacy app. But if apps aren’t your thing – no worries, you don’t need to download or use it. ZOOM will simply contact you by whatever way you prefer i.e. phone, email or text, and let you know we have received your prescription.

Already downloaded the app?

If you have already downloaded and are using the app, when ZOOM receives your prescription, you will receive an app notification that you have new medicines to confirm and pay for.

Yes.

With NZ Post ‘Parcel Collect’ you can have your tracked parcels delivered directly to one of their 300+ Parcel Collect locations nationwide. So, you can pick them up when and where it’s most convenient to you. Find out more here.

Yes.

ZOOM deliveries have no pharmacy identifier on the package. The sender’s name shows as our shipping agent, Parcel Wings. No one who might see the delivery package will know who it is from or what is inside.

Double check the following, or just call us and we will get it sorted!

Is your mobile phone number correct?

Make sure your mobile phone number was entered correctly with the right country code.

Do you have a good Wi-Fi or mobile data connection?

  • Either Wi-Fi or mobile data needs to be ON
  • Airplane mode needs to be OFF
  • Move to where you have a better connection – your Wi-Fi or mobile data icon should show at least 1 bar of connectivity
  • To test your connection, open a browser, like Chrome or Safari, and go to a website and confirm if it loads

Can you receive texts?

  • Cell signal needs to be ON
  • Airplane mode needs to be OFF
  • Ask a friend to text you to make sure your phone is working

Request a new verification code

On the verification code screen, you can ask for the code to be sent to you again.

Call the team at ZOOM

FreePhone 0508 966 622 and our team will talk you through the process, they’ll get you up and running in no time!

Once you request a repeat with ZOOM, we send your request to your doctor. Typically, your doctor approves or declines repeat requests within 1-2 working days. As soon as we hear back from your doctor, we will let you know. If your doctor wants to see you first (e.g. to check your blood pressure) we will let you know. Repeat requests made on weekends or public holidays may take a little longer.

Yes.

It’s important to let your medical centre know your mobile phone number if you have one. ZOOM most often communicates with you via your mobile (unless you direct us otherwise), and your mobile phone number is also used to authenticate your ZOOM Pharmacy app.

But if you don’t have a mobile and apps aren’t your thing – no worries! You can still use ZOOM and receive the same great service without using the app. ZOOM will simply contact you by whatever way you prefer i.e. phone, email or text and take it from there. 

Yes.

If apps aren’t your thing – no worries! You can still use ZOOM and receive the same great service without using the app. ZOOM will simply contact you by whatever way you prefer i.e. phone, email or text and take it from there. Easy!

Yes.

You can use your ZOOM for your own medicines, as well as take care of other family members medicines like your partner’s or child’s, or even elderly parents.

Yes.

ZOOM dispenses medicines from prescriptions written by GPs and specialists. It’s your right to choose what pharmacy you use, so tell your GP or specialist clinic, you choose ZOOM.

No.

In order to use ZOOM you must be in New Zealand at the time. We cannot send medicines to other countries – we only send to New Zealand addresses.

ZOOM makes prescription medicines easy. Your meds are delivered direct to your door, your repeats organised for you. And, its proven – you will be healthier because of it.

Get in contact with us as soon as you can so that we can update your information for you.

Yes, but you need to have a medicines order loaded into your app by our team first – then you can save your credit card details.

Each time you place an order with ZOOM , you are asked to confirm your delivery address. If you want to update or change it, simply do so BEFORE you confirm each order. You can also update your delivery details under the settings tab on your ZOOM Pharmacy app.

Yes.

ZOOM’s sachet pack dispenser box, and other paper/cardboard packaging, cartons and boxes, as well as our plastic bottles and containers are fully recyclable.

The clear pouches used in our state-of-the-art sachet packs are fully biodegradable and can be composted, as they are derived from natural sources such as wood.

The ZOOM Pharmacy app will show you when your order is processing, and we will send you a Track and Trace number once your meds are dispatched. Simply go to the Courier Post website to see the status of your delivery.

Yes.

ZOOM will keep your private details safe and secure.

Yes. If you have not yet processed and paid for your order – you can cancel it.

You cannot cancel an order that has already been paid for.

On your mobile, check settings, then notifications, and make sure your app notifications for ZOOM Pharmacy are switched on.

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