As with any medical prescription, you are only able to order the specific products that your alternative health doctor has prescribed to you, as well as TGA-registered vaping devices that are listed on the Australian Register of Therapeutic Goods (ARTG) and accessories.
If you have any questions about different formulations or other medication options available, your alternative health doctor is the best person to speak to. They can provide guidance on suitable alternatives and discuss which medications align best with your treatment needs.
Medication packaging
Once received, medication must be kept in its original packaging with pharmacy labels attached. This is the best way to prove the medication is legally prescribed to you.
If you have an issue with your medication, you will need the information on the packaging to lodge a complaint. Additionally, if the medication needs to be returned to the supplier, it must be sent back in its original packaging to comply with legal requirements. Please do not discard any packaging until you’ve finished the medication.
Medication issues
If you have any issues with your medication, including damaged items, please do not consume or discard the medication or packaging as this will void the investigation.
uMeds require all medication complaints to be in writing. Contact uMeds as soon as possible and provide the below details:
- A short summary of your complaint
- Medication name
- The medication batch/lot number
- The medication expiry
- Photos of the issue
Our operations team will investigate and provide a suitable outcome. In some instances they may request further information or photos.
Medication expiry
Since the medications we prescribe are natural products, they have a shorter shelf life compared to conventional medications. The current standard ensures that your medication is dispensed at least 30 days before its expiration date. If a medication has more than 30 days until it expires from the dispensed date, it’s not classified as short-dated.
In some cases, if a medication is short dated or expired, you may receive an extension letter from the pharmacy within your parcel. This verifies that the supplier has tested the specific batch and found it to be suitable for an extended shelf life. Any medications with a valid extension letter stating an extended expiry date of more than 30 days from the dispensed date, are not considered to be short dated or expired.
If you have received short dated or expired medication, please contact uMeds and provide a clear photo of the following:
- The pharmacy label with your name and the dispensed date
- The medication packaging with the product name visible
- The expiry date and batch number
Our operations team will investigate and provide a suitable outcome.
Disposal of medication
Please note, disposing of medication or packaging will void any product issue investigations with uMeds.
However, if you do need to dispose of your medication, it can be taken to your local pharmacy for safe disposal.
Device issues
Storz & Bickel devices
If your Storz & Bickel device isn't working properly, you can follow the steps below to troubleshoot the issue:
- Clean the device. You can use this official instructional video.
If the device is showing an error:
- ERR001 - switch the device off and allow it to cool down before trying to use it.
- ERR002 - make sure you are waiting for the device to heat up before using it.
- ERR003 - there may be an issue with the power adaptor. Make sure you are using the adaptor that came with the device.
- ERR004 - this is a known fault and may occur from time to time. If this error code is showing up regularly, please raise a warranty claim with Vapormed.
If you have followed these steps and are still having issues with your device, the supplier “Vapormed” has requested that all warranty claims are to be directed to them. You can find more information about Vapormed’s warranty policy.
To raise a claim, you can email the supplier at vapormed@canopygrowth.com and provide the below information:
- Device Serial Number
- Name of Purchaser
- Date of Purchase (if known)
- A picture or video showing the issue with the device
- An explanation of the issue with as much detail as possible
If you have any questions about this process, please contact Vapormed directly.
Travel
You can travel within Australia with your prescribed medication as long as it’s kept in its original packaging with all pharmacy labels attached. It’s also recommended that all medications are stored in your carry-on baggage.
The Storz & Bickel Medic Vaporisers are TGA-registered vaping devices that are listed on the Australian Register of Therapeutic Goods (ARTG). This means they can be taken with you within Australia. Keep in mind that the portable devices contain lithium batteries and the airline may require it to be packed in your carry-on baggage.
Some Australian external territories don’t allow certain alternative medications, so if you’re travelling to somewhere like Norfolk Island or Christmas Island, we recommend checking their local laws.
Your prescription is valid for use within Australia only. Therefore we cannot provide any advice on travelling overseas with your medication. The Therapeutic Goods Administration (TGA) provides further information around travelling overseas with your medication. If you intend to travel overseas with your medication, we recommend speaking to your regular GP about what options are available.