Frequently asked questions
General
Triniti Script Wallet is a fully government approved online eScript platform to order your medication. We have partnered with pharmacies across the country to dispense medication and deliver it straight to your door.
Our roots are community based and our passion is in providing a positive patient-centered experience. Triniti Health was built because patients were asking for better, so we decided to do something about that.
We partner with local pharmacies in communities across Australia to dispense medication, and every order is delivered to your door with Australia Post or Courier.
We are fully compliant with the Australian Government standard for electronic prescriptions [conformant with eRx and the Australian Digital Health Agency (ADHA)]. We are approved in handling e-scripts in a way that meets strict patient data safety and security protocols. Not all script platforms are compliant and some have been operating without this approval!
Simply sign in to your Triniti Script Wallet and 'Upload script', then follow the prompt to copy/paste the token into Triniti Health. Add one of your scripts to your cart, select your pharmacy and checkout. The pharmacy will then confirm your order (stock available, approval paperwork, dispense limits etc.), and you'll get an update on when your is confirmed. Once paid, they will process and dispense your medication. Your order is then shipped to you. Your repeat tokens are sent back to you directly in the Triniti Script Wallet (or SMS) ready to use when you need to order again. Easy!
We'd love to hear from you! Please contact our customer service team. We aim to respond to all enquiries within 24hrs.
When you first access the Triniti Script Wallet you will see a notice at the top of the page that says "First time signing in as a current Triniti Health Patient?"
Click the blue "Activate your account before signing in" button. You will then be prompted to enter the email address listed on your Triniti Health patient file. An activation email will be sent to that address so you can set up your account.
If you are unsure which email address is registered, please contact our team on 1300 333 420, and we will be happy to assist you
Prescription help
Electronic prescriptions contain a QR code and an alphanumeric token. You'll usually get one from your doctor during your consultation. Instead of getting your prescription in paper form, ask your doctor to send your script via email or SMS. This will give you a digital eScript token that you can upload to Triniti Health and order your meds.
Your eScript should look something like this (after you click the link in your SMS or email):
Triniti Health only supports ordering electronic prescriptions (for any medication!). Electronic prescriptions are typically sent to you via email or SMS by your doctor and contain a QR code and an alphanumeric token. You just need to copy the token to our website. If you are a Triniti Health patient, your scripts will automatically show up on your Active scripts.
Unfortunately we're unable to support paper prescriptions. Regulations require the pharmacy to have the physical prescription before they can dispense medication.
Just copy/paste the token on your electronic prescription into Triniti Health Script Wallet, and we'll retrieve your prescription details from the prescription exchange. If this isn't working for you, you might be copying and pasting an invoice or order number from a different website/clinic platform that has locked you in.
Ordering
We work hard to make sure pricing is competitive. We can guarantee that you'll never be overpaying for your medication and your medication will be at Recommended Retail Price (RRP) or below. Our partners are specialists in their field offering great pricing that local pharmacies generally can't match (specifically for certain alternative medications).
Yes, absolutely! If you have a repeat script/token and upload it to Triniti Health that is fine. If you've ordered from us before, your repeat tokens are automatically added to your Triniti Health script wallet/dashboard if you want. You can also receive your repeat tokens back via SMS or email. Just log into Triniti Health, add your repeats to your cart and check out.
Yes. Triniti Health does prescribe medication through our clinic. Please make a booking via our main website - https://triniti.health
Delivery
Australia Post/Startrack delivery
Most of our partnered pharmacies offer express post delivery with Australia Post /Startrack nationwide. Delivery times to capital cities are usually 1-2 days for express post and 2-4 days for standard delivery or outside of capital cities. Please note that we can't deliver temperature sensitive medication by Australia Post, as we're unable to guarantee it'll arrive in appropriate condition.
Courier delivery
Our partnered pharmacies may have their own preferred courier services. They are detailed as part of your ordering process. All deliveries need to be received by an adult over the age of 18, and the courier will check ID.
Delivery costs vary by pharmacy. Most of them cap shipping at $15 unless otherwise specified. Some offer free shipping if your order is over a certain amount.
If ordered before 11am most pharmacies can ship the same day if stock is available. Most medications are delivered within 1-3 business days. The delivery time can vary depending on factors like your delivery location, stock availability, delivery service provider etc. Note: Orders that contain compounded products may take up to 10 days to be delivered as they are custom products made to order.
Experiencing an issue?
Triniti Health can only accept electronic prescriptions that are valid and have the correct data. They have to be 'Active'. If you saw an error saying your script has been 'Dispensed', is 'Ceased', 'Cancelled' or 'Expired,' it means you can't use that token again, even if you go to a local in-person pharmacy. You will need a new prescription. If you have received a message of 'Deferred', please see your last dispensing pharmacist in person to discuss. If you have received some other error, please contact us.
If your parcel is damaged, please message the pharmacy directly and be as detailed as possible in your message. Include photos and/or video of the issue as well as the product name and batch number. If you have consumed the product, Triniti Health and the pharmacy is unable to offer a refund or replacement as it is a scheduled medication. We require proof and the return of the product so we can investigate and take the appropriate action. If the product is confirmed damage, the pharmacy will organise a refund or replacement.
If you have received a parcel with missing products, please message the pharmacy directly and be as detailed as possible in your message listing the missing products. The pharmacy will organise a refund or replacement/reshipment of the missing product(s). Please be patient while this process is completed. Mistakes happen, but Triniti Health and our partner pharmacies will do our best to rectify the issue.
