Covid-19 Shipping Update
Please be advised that Covid-19 impacts on the international postal network are ongoing. We ask for your patience and understanding as service delays and disruptions are out of our control.
Deliveries to the US are typically between 2-6 weeks from the date of dispatch to Vanuatu Post. Flight services are weekly to the US via Australia. USPS also advises that delays are apparent and ongoing.
Order Inquiries
How do I place an order?
- We accept orders via online, telephone or fax. Our site is user friendly, however, if you encounter any difficulties with placing an order, please email or call us. One of our customer service representatives will be happy to assist.
Can I track my order and what is the procedure?
- Details of tracking websites will be provided on your shipping confirmation email. We recommend using www.usps.com and www.17track.net
- Online tracking will update on the tracking websites after your parcel has been scanned in by Vanuatu Post and USPS.
- Visit either of the tracking websites and enter your tracking number that is provided on your shipping confirmation email.
Can I add additional family members to my customer account?
- You can add additional family members to your customer account; however, you must provide a date of birth for each member.
Can I change my address on my order?
- You can add or edit addresses in your customer account. Once you have placed an order and you have received an order and shipping confirmation email, you will not be able to change your address.
Can I place an order over the telephone?
- You can place your order over the phone and mail your cheque, cashier’s check or money order to our PO Box. Address details for where to send your payment will be listed on your order confirmation email.
Can I cancel my order?
- You may cancel an order but must do so promptly before receiving a shipping confirmation email. Once your parcel has dispatched for shipping, we will not be able to retrieve your parcel from Vanuatu Post.
When will my order get dispatched?
- We must receive payment and funds cleared before we can dispatch your order for shipping. Please allow between 2-8 days for USPS to deliver your payment to us. For mail and shipping services, please visit the following USPS link; https://www.usps.com/ship/mail-shipping-services.htm. We recommend First-Class Mail which can be delivered in 5 business days or less.
Payment
What Billing Address can I use?
- Your physical residential address is a requirement for payment verification. We are not permitted to accept PO Boxes, UPS store addresses, or commercial addresses. Due to stringent payment processing regulations, you must provide a physical residential address in the billing address field to enable processing of payment for your order. Banks must be certain that the person who is making payment is not listed as a money launderer or known to be funding terrorism. This is because of supplying outside of the US. If you are unable to provide a physical residential address, your order will be declined.
What payment methods do you accept?
- We accept personal checks, cashier’s checks, or money orders. Money orders are a safe alternative to personal checks when sending payment by mail. You will also be provided with a money order receipt which will help you track your payment and provide proof of value should the money order get lost, stolen, or damaged while in transit. You can purchase a postal money order from your local post office. Address details for where to send your payment will be listed on your order confirmation email.
How do I send payment?
- We have a USA PO Box that you can mail your payment to. Address details for where to send your payment will be listed on your order confirmation email. Please allow between 2-8 days for USPS to deliver your payment to us. For mail and shipping services, please visit the following USPS link; https://www.usps.com/ship/mail-shipping-services.htm. We recommend First-Class Mail which can be delivered in 5 business days or less.
Can I use a credit voucher to pay for my order?
- If you have been issued an online credit voucher from a previous purchase that resulted in non-delivery or was returned, you may redeem your credit voucher towards a future purchase of equal or greater value and pay the difference. If you do not wish to use the full value of the credit voucher, please contact us first before placing an order.
How long does it take to process a refund?
- Refunds are processed by check and mailed to your delivery address. A refund check can take between 5-7 days for processing and delivery to your delivery address. Please allow for USPS delays.
Prescriptions
Do you supply prescription only medicine?
- We sell non-restricted pharmaceuticals only. We do not sell controlled drugs or medicines classified as abusive or listed on the DEA website as a scheduled medicine. To place an order with us, you will be required to send us a valid doctor’s prescription for the items ordered. We can only supply the prescribed items and quantities.
What is the quantity I am allowed to purchase?
- The US has a personal importation policy (PIP) that permits the importation of pharmaceuticals for yourself or your immediate family living in the same household with you for up to 90 days’ supply.
Do you have a Pharmacist I can talk to directly?
- Our friendly pharmacist is available to take your call or answer email inquiries during regular business hours unless otherwise specified.
How do I send my prescription?
- You can either upload a copy of your prescription on our website, email a photo or scan it. You can also fax it to us. Once we have received your prescription, we can process your payment and fulfil your order.
FAX: (315) 679 5554 (USA Toll free)
EMAIL: customerservices@5starpharmacy.com
Products
Are your medications authentic?
- We are a registered pharmacy that only buys through wholesalers registered in their respective countries, who only buy through registered manufacturers. Our supply chain is secure, and all of our products are 100% authentic. We offer brand-name products and generic alternatives, all of which are manufactured in FDA-approved facilities.
Do you supply generic medication?
- We offer brand-name products and generic alternatives, all of which are manufactured in FDA-approved facilities.
- Our products are 100% authentic, proven to be true to label, and effective for the prescribed purpose, not to mention much less expensive than the locally available product in your country.
What are the expiration dates of your products?
- The expiration date of all our products is displayed on the product page. Please be assured that the expiration dates are accurate as listed below the ‘add to cart’ button. This information is updated as we receive new supply.
What if my order arrives damaged?
- We will refund or replace any product that arrives damaged. Please take a photo of the damaged packaging and product and send as an email attachment to customerservices@5starpharmacy.vu. Please safely dispose of the medication.
How is my order packaged?
- Please be reassured that our packaging is discreet. Goods are boxed and sealed in a white plastic envelope and cannot be identified from the packaging.
For customs declaration purposes, our goods must be declared as ‘Non-Restricted Pharmaceuticals.’ We do not include our company logo on the package for privacy reasons.
What if I can’t find the medicine I am looking for?
- We welcome your inquiries about a specific brand or drug name and concentration. Please direct your inquiry to customerservices@5starpharmacy.com and one of our customer service representatives will forward it to our pharmacist. You can expect a reply within 24 hours. Alternatively, please feel free to contact us directly by telephone and ask to speak directly to our pharmacist.
Shipping & Delivery
Where does my order ship from?
- We are a licensed pharmacy situated in Vanuatu, officially the Republic of Vanuatu, an island nation located in the South Pacific Ocean, east of Northern Australia. All of our orders are processed and shipped from here.
Can my order ship to a PO Box, work or APO address?
- We can deliver your order to your home address, a PO Box, your work address or an APO address. If you have registered as a customer on our site, you can specify a different delivery address during the website checkout. You can add and edit delivery information as required once you have signed into your customer account. For added convenience, you will have the ability to save multiple shipping addresses.
What is the delivery time frame?
- Your order will complete processing and dispatch to our local post carrier within 24 hours of placing your order. The advised delivery time frame to the US is between 2-6 weeks to allow for any unexpected delays or service disruptions in the international postal system, particularly due to Covid-19.
- Once your order has completed processing, you will receive a further order confirmation email followed by a shipping confirmation email to say that your order is on its way. We use Air Vanuatu, which provides weekly cargo services.
What delivery options are available?
- We offer FREE shipping using both Standard and Registered Airmail. The recommended method of shipping is with Registered Airmail using online tracking services.
Unfortunately, we are unable to offer our US Customers Premium Shipping such as DHL or FedEx.
What website do I use to track my order?
What happens if I am not at home when my order has delivered?
- Orders shipping using Standard Airmail will be left at your address by USPS without a required signature at time of delivery.
- Orders shipping using Registered Airmail will require an individual at your address to sign and receive your parcel.
Can my order be left at my address without a signature required?
- If you have selected Registered Airmail at the website checkout, please include the instruction “Waiver Signature-Leave without signing” in the ‘Order Notes’ so that we can ensure the instruction is placed on the label of your parcel for USPS to follow.
Is there US custom regulations & controls I need to be aware of?
- All parcels arriving to the US are passed through US Customs and Border Protection before clearance.
- The US FDA has a personal importation policy (PIP) that permits individuals and family members to import up to a three-month supply (90 days) of pharmaceuticals for personal use. Your order must not exceed this allowed limit.
What will my order be declared as?
- Your items are declared as ‘Non-Restricted Pharmaceuticals’ for customs declaration purposes. We do not include our company logo on the package for privacy reasons.
Will I have to pay US customs duty fees?
- Your order is not subject to US Customs duty fees or sales tax.
Are there US customs processing delays?
- Customs processing times can vary, and delays are apparent during Covid-19; therefore, it is recommended you place your orders in advance to allow for potential delays and service disruptions.
- USA customs receives your order as ‘imported goods’ because its source of origin is an offshore base in the South Pacific region. The Customs Declaration System (CDS) was digitized globally in 2019. This means that US customs are sent details of the contents of every package before it arrives in the US to enhance the customs clearance process.
- Parcels typically clear US customs within 5-7 days, however, with delays apparent, processing times can take upwards of two weeks or longer.
General
Where is your company located?
- Our company is Elluk Pharmacy Limited. We are a licensed pharmacy situated in Vanuatu, officially the Republic of Vanuatu, an island nation located in the South Pacific Ocean, east of Northern Australia. All of our orders are processed and shipped from here.
Can I change my online customer account details?
- If you wish to make a name or address change, please send an email to customerservices@5starpharmacy.com and one of our customer service representatives will gladly assist and make any changes for you.
Does 5starpharmacy.com offer medical advice?
- We do not provide medical advice. Please seek advice from your medical professional. To process orders, you must provide a valid doctor’s prescription based on a clinical assessment performed by your doctor.
- Our pharmacist is available to assist you with any pharmaceutical inquiries.