I ordered PrEP online, but it hasn’t arrived!

Ordered PrEP online?

Buying PrEP online to be shipped from overseas is a fantastic and affordable way to get access to HIV prevention medication, particularly if you don’t have Medicare. .

Why hasn't it arrived?

International shipping has been delayed any times because of staff shortages, and COVID. It’s possible your order could be delayed, it could be held at customs, or ocassionallky packages do get lost.

What should I do?

• Track it: Depending on where you ordered your medication from, you should have received a tracking number.

• Contact seller: Get back in touch with the online pharmacy who sold your PrEP to you. They sell PrEP all over, and may be able tell you if there are delays.

• Contact postal service: If your package has arrived in Australia but hasn’t been delivered, you should contact the postal service - with is like to be Australia Post. Provide them with your tracking number to find where your package has gone.
  

My order has been seized by Border Force?

Sometimes, customs officers (Border Force) will hold medications if they do not understand what they are for, or think that they may be imported illegally. Unfortunately, this sometimes happens with PrEP orders even if they are sent with a valid prescription to the customer.

You may receive a letter in the post from Australian Border Force with ‘Seizure Notice’ written on it. This should contain what was taken, and why.

How do I get my order released?

STEP 1: APPLY TO GET YOUR ORDER RELEASED

You can submit a form to Australia Border Force explaining that you have legally imported this medication, and that it is required to protect you from HIV.

Download the form located here: https://www.abf.gov.au/form-listing/forms/b511.pdf

STEP 2 FILL OUT THE FORM:

Either print the form, or use a program to fill it out digitally.

• As you are applying for the claim on non-narcotics, this should be addressed to the Comptroller-General of Customs. Tick that box.

• Supply your name and details as per your address on the seizure notice (ie. your shipping address)

• Description of seized goods.

• Something like; 90 pills (three month supply) of combination Tenofovir Emtricitabine for HIV pre-exposure prophylaxis as prescribed by my physician [Include Doctor’s name, clinic, and prescriber number if you can]

• Tick “I have an Import Permit (copy to be attached to this claim form)”

• Fill out your name and sign.

• Ignore Section 5 as you reside in Australia.
  

STEP 3: ATTACH DOCUMENTS

Attach a copy of your prescription, your form, and a copy of your order receipt from the online pharmacy - if you have it.

STEP 4: SEND THE FORM

Include a brief message. Something like

I am writing to claim items that were seized by Border Force on [date] at [facility name]

Tracking number: (eg.. LP00XXXXXXXIN)

GMS No: (GR-XXXXXXXXX)

Address and email to the Comptroller-General of Customs, Michael Outram APM

nationalclaims@border.gov.au

STEP 5: LET US KNOW

If you’ve had your PrEP seized, we can help. We are working with policy makers and government to make sure this kind of thing doesn’t happen in future. If you have had your PrEP seized, please let us knowas much information as you can.

STEP 6: OPTIONAL

If you wish, you can contact the office directly. The number for following up directly with Michael Outram’s office is (02) 6264 1111

I need PrEP until my order arrives.

If you have been left without enough PrEP while you get your order released. Please contact us at PAN without delay by emailing us or heading to our Facebook page. We will connect you with an alternate solution to ensure you have enough PrEP.