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.
Q. Can you explain the ordering process?
A. The ordering process involves four simple steps
Select a product by following these simple steps:
Lawley Pharmaceuticals uses the CommWeb payments system to conduct 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.
Click here to download and print the order form.
Find the product you wish to order and mark the required quantity of the product(s) required.
Ensure that you complete all sections of the Fax Order Form including
Fax your completed order form using our US and Canada toll free fax number: 1-800-961-7650 or international direct +61 8 9388 0098.
To order by phone we will require your contact details. These can be left on our toll free phone message service. To contact this service, call 1-800-961-7813 USA and Canada or international direct +61 8 9388 0098 and follow the instructions to leave your phone contact details. A Hormone Solutions or Lawley Pharmaceuticals staff member will make contact with you to enable you to place your order by phone. We strongly recommend for your credit card security that your credit card details are provided via the online Commweb system rather than verbally, however we are pleased to offer a personalized service if required.
Q. What happens after I have placed an order?
A. Once you have correctly completed Step 3 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. 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.
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 products 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 days after the goods have been returned and deemed faulty.
Q. Does my doctor need to prescribe testosterone?
A. It is very important that the use of testosterone by either men or women is conducted under the supervision of a qualified medical practitioner. Testosterone has been used for decades to treat hypogonadal men and to a significantly lesser extent women with low libido. It is only within the past few years since newer user friendly forms of testosterone (like creams and gels) have become available that testosterone is used to treat a wider range of medical conditions. Clinical studies in women show that if used in low doses for short periods of time testosterone is well tolerated with little or no side effects. However because higher doses of testosterone in women can cause unwanted side effects treatment needs to be monitored by a medical practitioner. Unlike ordinary hormone replacement therapy (HRT) it is important to have blood tests before starting testosterone therapy and regularly while using it. Medical supervision is therefore essential.
In males testosterone use needs to be conducted under the supervision of a medical practitioner because safety factors including prostate screening via a blood test and a physical examination is essential prior to commencing testosterone therapy. Other factors including liver function and medical history need to be carefully considered prior to initiating testosterone therapy.
Q. Can I import prescription products into the U.S.?
A. Yes, provided the goods are for personal use. However, US law states US citizens are prohibited from the importation of controlled substances without the express authorization of the DEA. Testosterone is a controlled substance in the USA and we will NOT ship our testosterone products to the USA without DEA authorization.
There is a 'discretionary' provision in FDA policy which provides the flexibility for private individuals to import medicine for personal use under certain circumstances. The FDA General Guidance Section relating to Importation of drugs specifies that importation of unapproved medicines should not conducted if there is known commercialization or promotion to persons residing in the U.S. This is not the case with Hormone Solutions nor Lawley Pharmaceuticals. The FDA policy does make provision for importation of prescription products into the U.S. provided the product(s) is not considered to represent an unreasonable risk, the individual seeking to import the product affirms in writing that it is for the patient's own use and a small amount (usually less than a 90 day supply) is being imported and the goods used are being supervised by a medical practitioner.
Q. What about U.S. customs?
A. Many millions of US citizens have been satisfactorily supplied medicines via the Internet. However, US law states US citizens are prohibited from the importation of controlled substances without the express authorization of the DEA. Testosterone is a controlled substance in the USA and we will NOT ship our testosterone products to the USA without DEA authorization. An information link that will provide you with additional information is available below. You will read that the main desire of US FDA and US Customs is:
Neither situation is an issue with a Hormone Solutions or a Lawley Pharmaceuticals order.
Q. Do I need a prescription?
A. Hormone Solutions does not require a prescription to supply products. Hormone Solutions strongly recommends products be used in conjunction with medical supervision.
Hormone Solutions and Lawley Pharmaceuticals complies with all relevant Australian laws, practices and regulations.
Whether or not a customer requires a prescription for a product they order is determined by the regulations in their country. It is the responsibility of the purchaser to check the regulations in their country for the medicine they are ordering.
Q. What currency am I billed in?
A. All prices are quoted in US Dollars and all credit cards are charged in US Dollars. Payments via CommWeb can be converted to local currency at the time of undertaking the transaction using the currency converter displayed at the bottom of the order page.
Q. How do I pay for my order?
A. We utilize the secure online payment services of CommWeb 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 CommWeb 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 we can charge your credit card without any issues, but 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. On rare occasions a transaction may fail even though there are no bank blocks on the credit card. If this is the case re-try making the payment and leave the 3-digit security code blank when entering the credit card details. For reasons unknown this usually results in a successful completion of the order.
Q. Will you accept my insurance?
A. Unfortunately no. Hormone Solutions and Lawley Pharmaceuticals 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.
Q. Can I speak with someone from Hormone Solutions or Lawley Pharmaceuticals?
A. Yes, please phone our toll-free voice message service (1-800-961 7813 USA only) and provide the following details:
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 a minimum 10 hour time difference between the USA and Australia.
To find out the time in Perth, Australia visit the World Clock by clicking here.
We understand that our approach does not always allow customers to have immediate contact with us, but we are confident that our customer care is still of a high quality. We receive many good comments about it and very little negative feedback.
Customers residing outside the USA can contact Lawley Pharmaceuticals via email, post, telephone or fax.