FAQs

Hellomello connects patients with qualified doctors, Authorised Prescribers, and pharmacists specialising in alternative medicine. To get started, simply sign up and book a telehealth appointment. If your practitioner prescribes a treatment plan, you can view this online via the Hellomello portal. As a patient you will have your own unique login and dashboard where you can view your treatment plan, make payments and book follow up consultations. Once you make payment, we handle the pharmacy dispensing and express delivery across Australia. You can access our care from anywhere without the need to visit a doctor's office or pharmacy. Plus, enjoy free consults with our Nurse Team and ongoing support from our Patient Care Team.

It's easy, just fill out our quick online eligibility form which only takes a few minutes. Our Nurse Team will then be in touch to let you know if we need further information.

Essentially, you need to satisfy the following criteria to be considered eligible for a prescription for natural medicine in Australia:

Have had a chronic condition lasting three months or longerHave tried other treatments which were ineffective or caused unwanted side effects.

If you're not sure where to start or have questions anytime throughout this process, we offer free nurse calls. Our dedicated Nurse Team is well trained, highly qualified and incredibly caring.

Consultations are typically available the next day. You'll be able to book as soon as you complete your eligibility form.

Please have your Medicare number handy. Hellomello also requires a health summary from your GP. If you don't have a regular GP, no worries! We can use any relevant info from your previous doctor to provide the best care possible. Please contact us if you are unsure and we can assist you.

Some treatments need TGA or Authorised Prescriber approval. The TGA approval is connected to your prescribing practitioner, the form of your medication and the ratio of CBD to THC. If you change practitioner or medication you may require a new TGA approval. Does this sound confusing? Don't worry, we will manage all of this for you.

To show you are legally accessing this form of treatment, we can arrange a signed medical certificate from your practitioner as well as any relevant documentation relating to your treatment, such as your TGA approvals. Please email us to request a medical card via support@hellomello.com.au

Hellomello offers Same Day Dispatch through our partner pharmacy network. Order before 12pm and your medication is packed and out the door the same day.

This applies to:

New and repeat prescriptions for manufactured medication from Authorised PrescribersRepeat prescriptions for manufactured medication from Nurse Practitioners

Some orders may take a little longer if it's a new script from a Nurse Practitioner, compounded medication, your order needs extra review or documentation, the pharmacy is trying to reach you for required counselling services, or there are extenuating circumstances.

Startrack Premium Express offers next business day delivery for metro areas and 1-2 days longer for rural locations.

In the event that you require that we provide your Health Information to you or your pharmacy of choice, we will make such information available in accordance with Principle 11 of the Health Privacy Principles and may charge an administration fee of $48 to collate your Health Information, prepare a Health Summary, or redact relevant information recorded in any TGA Approval Letters or Authorised Prescriber Letters if requested by your pharmacy of choice.

Such fee is calculated in accordance with the Health Records Regulations 2023 (Vic). We require that the administration fee be paid prior to the transfer of your Health Information to another health practitioner.

You'll chat with one of our AHPRA-registered doctors or nurse practitioners who specialise in alternative treatments.

Absolutely! All our consultations are via telehealth, so you can chat from the comfort of your home or wherever you are. And all you need is a phone.

When you book with Hellomello, you'll get access to our patient portal where you can manage your consultations, view and pay for your treatment plan, and reschedule if needed.

After booking, add the appointment to your calendar. Make sure your contact details and delivery address are up to date, as your practitioner will call the number provided. Be available 30 minutes before and after your timeslot in case of delays, and ensure you can accept private calls with good reception.

If you're prescribed a treatment plan, you'll have access to your prescriptions and consultation notes via our patient portal, and can order your medication for express delivery. If you have any questions, our Nurse Team and Patient Care team are here to help with free, unlimited support.

Yes, you can reschedule your appointment anytime if it's more than 24 hours before your scheduled time through the Hellomello portal. If it's less than 24 hours, please contact our Care Team. Please be mindful that we can't refund missed appointments with less than 24 hours' notice, but you can easily re-book through the portal with sufficient notice.

We support all Visa, Mastercard and AMEX payments.

All consultations must be paid for at least 24 hours before the consultation. That said, same-day consultations are also available, with payment made when booking.

Hellomello charges a consultation fee for your initial consultation only. The consultation fee is charged at the time of booking and is non-refundable.

Unfortunately, we are unable to reschedule or provide a refund for any missed or cancelled appointments where less than 24 hours notice has been provided. This is because your appointment is already scheduled and your practitioner has blocked out this time in their calendar dedicated to speaking with you. Our Nurse Team has already done a considerable amount of work on your file to assess your eligibility and provide your practitioner with any information they need for your consultation.

We understand that emergencies and unforeseen circumstances happen. In the event of an emergency or extenuating circumstances, please contact us immediately, and we will review your case individually.

If you would like to re-book your cancelled or missed appointment, you can do so via the Hellomello portal.

We charge $49 for an initial 20 minute in-depth consultation with a practitioner. All follow up consultations with practitioners are $29.

At certain times throughout the year, we offer promotional discounts on initial consultations, these vary depending on the event (for example, Black Friday).

All consultations with our Nurse Team, as well as calls to our Patient Care Team, remain completely free.

See our pricing page for more information.

The cost of any medication will depend on what you are prescribed. Our practitioners will take into account your conditions, needs and your budget. Be sure to discuss any needs or concerns in relation to the cost of your treatment plan with your practitioner.

We offer 10% concession discounts on medications for eligible concession card holders: Concession Card, Veterans Card (DVA), and Seniors Health and Pensioner Concession Cards.

It is possible to make a private health claim and will depend on your particular insurer and coverage. Typically, insurers cover up to a set amount each year, with limits on individual prescriptions. To claim, insurers may require documentation like a pharmacy receipt, medicine and prescriber information, and proof of payment.

Not all insurers ask for additional documents like TGA Approval or a doctor's letter, so it's best to check with your provider. We can assist with any documentation you need. Please email us via support@hellomello.com.au

We will claim Medicare rebates on your behalf as and when it is applicable. This typically depends on your practitioner.

To receive an invoice for any orders, please reach out to the Patient Care Team via support@hellomello.com.au. We will get this organised for you as soon as possible and send it back to you.

Yes. Every Hellomello doctor and nurse practitioner is registered with AHPRA, and their registration number is listed on their profile.

Your consultation is a phone appointment with a practitioner, from wherever suits you. No waiting room, no referral needed.

Where possible we match you with a practitioner suited to your needs. For return consultations we aim to keep you with the same practitioner.

No referral is needed to book an initial consultation.

If eligible, your practitioner will talk you through the next steps and you can manage everything through your patient portal.

The cost of any medication will depend on what you are prescribed. Our practitioners will take into account your conditions, needs and your budget. Be sure to discuss any needs or concerns in relation to the cost of your treatment plan with your practitioner.

If you have a medication in mind, feel free to ask your doctor. They can advise if it's right for you and compare other options to help you decide.

Typically, medications last 1-3 months based on individual needs.

Due to regulatory restrictions, we can't advertise ingredients online. Please contact support@hellomello.com.au for more details.

Your practitioner will explain possible side effects during the consultation, and our pharmacist will offer additional guidance before shipping.

In emergencies, dial 000. For non-urgent side effects, call us at (03) 7065 5855. Our dedicated Nurse Team is here to help.

Adjustments are common in the first 30-60 days. Our team will guide you in finding the right dosage. You can book a $0 out of pocket follow up consultation anytime to discuss possible changes to your treatment plan.

Prescriptions are valid for 6 months from the prescribing date and we'll help manage refills.

You can indicate whether you want automated or manual repeats via the patient portal. You can use the patient portal to change your preferences anytime or you can contact support@hellomello.com.au or call (03) 7065 5855 for adjustments.

Always follow the storage instructions written on the box or packaging that your medication came in from the pharmacy. In general, your medication should be stored at below 21 degrees C and away from moisture and sunlight.

You can discuss any concerns during your consultation. If you change your mind, contact support@hellomello.com.au to revisit your options with your practitioner. You can book a $0 out of pocket follow up consult anytime via the patient portal.

Your practitioner will determine if a treatment plan is appropriate based on your needs.

Yes, we offer an external script option. Get in touch with us to learn more. This process can take longer but there is no additional cost associated.

Your medication will be delivered discreetly to your door with registered express shipping available across Australia. You will need to sign for your delivery.

During your consultation, your doctor will explain your prescribed treatments and any driving restrictions related to your medications. If your treatment doesn't contain THC, you should be able to drive as usual.

Since THC can impair your ability to drive, your practitioner will advise against driving or operating machinery while on any THC-containing medication. In Australia (except Tasmania), driving with detectable THC in your system is illegal, even with a prescription. THC can be detected in saliva for days after use. If you're unsure about driving while on your medication contact our Patient Care Team for guidance via support@hellomello.com.au.

Yes, if you have a valid prescription, you're allowed to travel with your approved medication across all states in Australia, including on flights.

Here are some tips for travelling with your medication: keep it in its original packaging with the pharmacy label attached, carry ID that matches your prescription and pharmacy label, and be aware that certain delivery methods may have restrictions in public areas.

If you plan to travel internationally with your medication we advise you research the laws and regulations in the country you are visiting and contact both your doctor and relevant authorities to get precise information before you travel.

If you have any concerns about travelling with your medication, contact the Patient Care Team or discuss it with your practitioner.

If you have any concerns about your treatment, please contact the Patient Care Team within 3 days so we can investigate with the pharmacy or delivery service.

If the supplier asks for the medication back, please stop using it and share your feedback with us first. We'll also notify your practitioner and reach out if they have any advice.

When contacting the Patient Care Team, please include photos of the issue (like leaks, breakages, or weight discrepancies).

We are aware of the issues out of stock medication can cause. The pharmacy lets us know when medication is becoming low on stock so we can email you and let you know. We will also reach out to your practitioner to prescribe a replacement that is like-for-like so you won't be without access to your medication.

Depending on how long ago your last consultation was, you may need to book in for a quick follow up consultation. This may be a temporary or permanent replacement, depending on availability.

Your current dosage instructions are visible on your portal in the 'Active Treatment Plans' page. If you have any further questions you're always welcome to speak with our dedicated Nurse Team or your practitioner. This can be arranged through our Patient Care Team via phone or email.

Hellomello offers Same Day Dispatch through our partner pharmacy network. Order before 12pm (Syd/Melb time) and your medication is packed and out the door the same day.

This applies to: new and repeat prescriptions for manufactured medication from Authorised Prescribers, and repeat prescriptions for manufactured medication from Nurse Practitioners.

Some orders may take a little longer if it's a new script from a Nurse Practitioner (extra approvals needed), compounded medication (custom-made), your order needs extra review or documentation, the pharmacy is trying to reach you for required counselling services (only for first time scripts), or there are extenuating circumstances.

Hellomello offers Same Day Dispatch through our partner pharmacy network. Order before 12pm (Syd/Melb) time and your medication is packed and out the door the same day.

If Same Day Dispatch applies, deliveries should take 1-2 business days in metro areas and slightly longer for rural areas. If Same Day Dispatch does not apply, deliveries should take 3-5 business days.

Yes, a tracking number will be sent once your order ships via email. All orders are shipped via registered express post.

If 10 business days have passed, email or call us, and we'll open an investigation. As the shipping of medication is highly regulated we will have to locate your package before a replacement can be sent.

Yes, Hellomello is accessible to all Australians as well as individuals holding a valid visa. Your prescription treatments can be shipped to you wherever you are, including all regional areas.

You can update your personal information, including your shipping address via our patient portal. Before placing an order, double-check your delivery address.

For privacy and safe delivery, all pharmacy orders require a signature. Please make sure someone is available to sign between 9am-5pm, Monday to Friday. If no one is home, your package will be taken to the nearest post office or service hub for pickup.

For privacy and safe delivery, all pharmacy orders require a signature. Please make sure someone is available to sign between 9am-5pm, Monday to Friday. If no one is home, your package will be taken to the nearest post office or service hub for pickup.

We offer full refunds in the following instances: change of mind after the initial purchase before pharmacy counsel, after pharmacy counsel before the product is dispensed, and cancellation of prescription before the product is dispensed.

We do not offer returns. All purchases of Hellomello are final. This is because our products are personalised medications unique to each individual patient, so once they are packaged for you they cannot be used for another patient. Our pharmacy's regulations prohibit the return of prescription medications for reimbursement.

Like any prescription you would get from a pharmacy, you cannot return once it leaves the pharmacy. If your medication arrives faulty we are able to facilitate a return to the pharmacy for investigation. Depending on this investigation we will be able to resolve it with a refund or a replacement.

Based on the terms and conditions of our payment platform it can take between 5-10 business days for a refund to be returned to your bank account.

Hellomello charges a consultation fee for your initial consultation only. The consultation fee is charged at the time of booking and is non-refundable.

Unfortunately, we are unable to reschedule or provide a refund for any missed or cancelled appointments where less than 24 hours notice has been provided.

We understand that emergencies and unforeseen circumstances happen. In the event of an emergency or extenuating circumstances, please contact us immediately, and we will review your case individually.

If you would like to re-book your cancelled or missed appointment, you can do so via the Hellomello portal.

Our Clinical team may reach out to you before your first consultation requesting additional documentation. We're required by a government body called the Therapeutic Goods Administration (TGA) to ensure you have a chronic condition diagnosed by a medical professional (lasting 3+ months) and you've tried standard treatments that didn't work or caused side effects.

We'll only ask for documents if more evidence is needed to meet these criteria. Our team can help you request these from your GP, or even do it on your behalf.

Yes, most first consultations can go ahead as scheduled without this documentation. Your practitioner can discuss treatment options with you, but prescriptions often cannot be issued until we receive evidence of diagnosis and treatments tried (e.g. from a GP Health Summary or Referral Letter). We recommend sending your GP Health Summary and any relevant documents at least 24 hours before your consultation if this is possible.

GP Health Summary: a document provided by your GP showing diagnosis, past treatments and medications prescribed. You don't need to book an appointment with your GP. The easiest option is to sign our consent form, confirm your GP Clinic and we can contact them to request documentation on your behalf.

Referral Letter: requested in certain circumstances where your medical history may be more complex or if you are seeing a Specialist.

Consent Form: allows us to request info from your GP on your behalf and to liaise with your GP or Specialist on an ongoing basis to coordinate safe and informed care.

Discharge letter: from a previous provider to show you are not being prescribed elsewhere.

No problem. You can request a GP Health Summary from your previous GP, or we can do it for you. If you've moved interstate or haven't seen a GP in a long time, we suggest booking with a new GP to discuss your history.

Yes! With your signed consent form, we can contact your GP to clarify details, share updates, or provide supporting info and this is always with your knowledge and approval. We're here to support your care, together.

Contact your current provider (usually via email) and request your Discharge Letter. Once you have it send it to us via email.

Yes, in some cases. For example: psychosis, bipolar, substance use history; certain heart, liver, or kidney conditions; pregnancy/breastfeeding; no chronic condition or prior treatments tried.

We'll guide you if face-to-face care is more appropriate and we will always refund any charges for consults if your telehealth consult doesn't go ahead.

If you've forgotten your password, simply use the 'forgotten my password' function on the portal login page. This will send you an email with walk through instructions on how to reset your password and return you to the login page.

If you can't access your portal simply get in touch with our Patient Care Team at support@hellomello.com.au or give us a call on (03) 8899 6484.

You can update your portal details at any point. Simply log into your portal and click the 'View your profile' icon. In the top right corner is an 'Edit' button. This will allow you to edit all your personal information. Make sure to 'Save' before exiting the portal.

Please make sure to update your phone number 24 hours before any upcoming consultation. If your consultation is the same day please get in touch with the Patient Care Team via phone or email.

You'll be able to process payment for your treatment on your portal by clicking the 'Pay for your Treatment Plan' icon. This will lead you to your details page with your personalised ordering link at the top of the page. Click this link to choose the treatment plan you want to process and move it to your cart for payment. When you're ready, click the cart icon in the top right corner to add your card details and process payment. We do not keep a record of your card details on the portal.

In your personalised ordering page you'll see your treatment options available to you. On each tile the 'auto renew' function is visible. If you'd like to turn this on or off simply use the tickbox. The default is set to off.

How many repeats are remaining on your script as well as when you're next able to order them will be visible on your personalised ordering page for each medication you are prescribed. You'll also be able to see this information in your 'Active Treatment Plan' page on your portal!

You can book a follow up appointment using the 'Book a Follow Up' icon on your portal homepage. If you want to know who your current practitioner is, simply look on the 'All Consultations' page to find their name.