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Orders and Shipping - Questions and Answers

Below we have outlined some common questions our customers ask us about ordering. If you do have a question, you may find an answer to it here. If not, please don't hesitate to contact us.

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 Delivery information
  • Step 3 - Attach copy of testosterone prescription
  • Step 4 - 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 Orders tab at the Hormone Solutions homepage and also in the Online Ordering option of each sub-menu. This will take you to the Hormone Solutions 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 US 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.
  4. Complete the 'Select your shipping option' (if applicable) and 'Shipping Country' box then provide your email address and click "proceed to Shipping Information".
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 - Attach copy of testosterone prescription

This is a compulsory requirement for new customer orders and an annual requirement.

If you are new to Hormone Solutions and do not have a prescription for testosterone or similar proof of being under medical supervision please DO NOT proceed with ordering.

Orders will not be shipped if an image other than a doctors prescription for testosterone or similar bona fides is provided.

If a prescription or similar proof is NOT provided and payment is made then the payment will be refunded LESS a US$100 service fee and no goods will be shipped.

Step 4 - Proceed with the Secure Payment

Hormone Solutions conducts 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.

Q. What happens after I have placed an order?

A. Once you have correctly completed Step 4 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. Orders for testosterone products will not be processed unless an image of a testosterone prescription from a doctor is provided - See Step 3 in the Ordering Process. 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.

Shipping and Delivery

Q. How are orders shipped?

A. Orders are shipped via Australia Post's Express Courier International (ECI) premium international service. This service is run in conjunction with the destination country's postal service. Orders to the USA, Europe, Central America, South America and Africa are shipped either Australia Post's Express Courier International service (trackable in most countries), ECI or via Registered Post (not trackable). For most countries there is a DHL courier available at an additional cost of US$120.

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.

Q. How long will delivery take?

A: Orders to the Americas, Europe, 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. Generally delivery takes 10 -14 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. For certain countries a faster delivery option is DHL courier service an option at an additional cost of US$90. Occasionally orders can take slightly longer if goods are delayed due to the Customs clearing processes. Australia Post, Lawley Pharmaceuticals and Hormone Solutions accept no responsibility for delays, seizures or actions due to Customs in a transit or destination country.

Q. What if my order does not arrive?

Delivery Guaranteed - or your Money Back (provided the delivery details you supplied when ordering were correct). If your order does not arrive by day 20 after shipment 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) once they are returned by Customs.

Q. What is the delivery charge?

A. The delivery charge varies depending upon the destination country from Australia.

The North America, Middle East and Asia is US$40, the EU is US$60 and other locations up to US$90 dependent on global postal Zones.

Q. Customs and Importation

A. 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. As part of the ordering process you will be asked to acknowledge and accept this prior to payment.

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. Hormone Solutions 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. Hormone Solutions will not be held liable for any customs duties or taxes that arise from your local customs office. Hormone Solutions 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 public holidays.

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 product 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 working days after the goods have been returned and deemed faulty.

Medical supervision using testosterone

Q. Does my doctor need to prescribe testosterone?

A. Yes, it is very important that the use of testosterone by either men or women is conducted under the supervision of a qualified medical practitioner. At the time of ordering a doctor's prescription is required to be uploaded for verification by Hormone Solutions before an order will be processed and shipped.

If an invalid or no prescription for testosterone is uploaded and payment completed no goods will be shipped until legitimate documentation is provided. If not document is provided within 7 days of ordering the payment will be refunded less a US$100 administration charge.

Existing customers are required to upload a new prescription annually to verify continued medical supervision of treatment.

Legal issues

Q. Do I need a prescription for testosterone?

A. Yes, Hormone Solutions requires all new customers to provide a copy of a prescription for testosterone before shipping testosterone products.

Existing customers are required to upload a new prescription annually ( every 12 months) to verify continued medical supervision of treatment. Customers will not be able to complete the payments section until a current prescription (one not dated more than 12 months prior) has been uploaded.

Hormone Solutions will send an email reminder one (1) month prior to the 12 month expiry date that a new prescription is required to continue supply.

Hormone Solutions reserves the right to contact the prescribing doctor to verify details provided.

Q. Is there a limitation on the quantity of supply?

A. Yes, we will ship no more than five (5) tubes of any product in any one (1) order and no more than twelve (twelve) tubes in any 12 month time frame.

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.

Q. How do I pay for my order?

A. We utilised the 3D Secure system which is an internationally recognised security standard for online credit card payments 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 3D Secure 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 our secure 3D online payments system can charge your credit card without any issues, however some 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.

Q. Will you accept my health insurance?

A. Unfortunately no. Hormone Solutions 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. Hormone Solutions will not be held liable for any customs duties or taxes that arise from your local customs office. Hormone Solutions 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.

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 us on +61 8 9388 0096 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 between 10 - 13 hour time difference between the USA and Perth, Australia.

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

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

All customers residing outside Australia can contact Hormone Solutions or Lawley Pharmaceuticals via email, post, telephone or fax.

Lawley Pharmaceuticals Head Office is located at

Unit 2 / 15a Harrogate Street, West Leederville, PO Box 448, Perth, Western Australia, Australia 6007

Tel : +61 (0)8 9388 0096

Fax : +61 (0)8 9388 0098

Email :

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