Frequently Asked Questions
How it works
What is Hims?
Hims is a telehealth platform that connects users with Australian practitioners. We provide an easy-to-use interface for users to chat to practitioners, and, if eligible, get the treatment plan they need.
What health issues can Hims help with?
Currently, Hims can connect you with a practitioner for treatment plans for weight loss, erectile dysfunction, premature ejaculation, and hair loss.
Can I change my plan after being approved by the practitioner?
Of course. If you want to discuss an alternative plan, our Care Team can organise another appointment to speak to a practitioner. All plans include unlimited appointments. If you don't want to proceed with a plan after being approved, just email the team at hello@hims.com.au for a refund on your initial consultation.
What happens if I am approved by my practitioner?
You will be able to review your treatment plan in your profile and read more information about what's included.
You can then check out payment options and purchase when you are ready.
How quickly can I speak to a practitioner?
You can speak to a practitioner within 20 minutes of finishing your quiz and booking a consult, subject to availability.
Otherwise, you can book a time slot that suits you between our operating hours of 7:00AM and 11:00PM AEST, 7 days a week.
What treatment plans are available through Hims?
Advertising regulations prevent us from being more specific with information about treatment options at this stage.
However, during your initial phone chat, your practitioner can freely discuss our treatment options, how they work, and share any other information you need. If you decide the treatment plan is not right for you, you’ll be refunded any money you have paid.
Am I guaranteed a treatment plan?
Not necessarily. Not all treatment plans are suitable for everyone.
Depending on your quiz responses and, after discussion with a practitioner, it may be that Hims does not have a suitable option for you.
Can I claim on Medicare?
Medicare benefits are not currently claimable for any treatment plan that Hims provides.
Do I speak to a real practitioner?
Yes. Hims partners with real, AHPRA-registered practitioners working throughout Australia.
How do I place an order?
If you are approved for a treatment plan, you will be able to log in to your profile and review your plan. When you are ready to purchase, simply click through on your plan in your profile and follow the instructions to complete your purchase.
Orders/treatment plans
Where can I learn more about associated clinical issues?
During your practitioner consultation, you will be informed of the potential clinical issues of your treatment plan before you purchase.
After you purchase, this information is also available via your profile page.
What should I do if I am experiencing a clinical issue?
For any symptoms, concerns or questions you have after starting your treatment plan, our Care Team is available to provide advice and support.
You can reach out to our Care Team at clinical@hims.com.au or via Live Chat in your Profile. If you think you are experiencing a medical emergency, please contact local emergency services (call 000 in Australia).
What if I want to delay my next order?
You can delay your next order via your Profile or reach out to our team via Live Chat, which you can also find in your Profile.
What if I need to pause or cancel my treatment plan?
You can pause your plan at any time via your Profile. This places future orders on hold and you won't be charged. Some treatment plans cannot be resumed without speaking to a practitioner after a certain time period for safety reasons.
If you want to resume your plan, please reach out to our Care Team via live chat or email hello@hims.com.au.
The Care Team can reconnect you with a practitioner to discuss safely resuming your plan. All practitioner consultations are included in the cost of your plan.
Can I change my treatment plan?
Please contact us at hello@hims.com.au if you have concerns or would like to change your treatment plan. We can book you a medical appointment with your practitioner, who can advise on next steps and make changes to your treatment plan if they deem it appropriate.
All appointments are included in the cost of your plan.
What can I do if the results aren't what I expected?
Contact us at hello@hims.com.au — all medical appointments are included in your plan, and we'd be more than happy to put you back in touch with your practitioner to discuss alternatives.
Transparency
Where are the practitioners based?
Our prescribers work remotely and are based in Australia. All prescribers are registered with AHPRA.
Why can't you give specific details about your treatment plans?
Advertising regulations prevent us from being more specific with information about treatment options at this stage.
However, during your phone chat your practitioner can freely discuss our treatment options, how they work and share how treatment it works, and share any other information you need.
If you decide the treatment plan is not right for you, you’ll be refunded any money you have paid.
What happens to my data?
Patient safety and privacy will always be our highest priority.
You can read more about how we manage data in our Privacy Policy.
What problem does Hims solve?
Stigma, embarrassment, lack of doctors in your area, or just not having enough time: visiting your local GP can be challenging.
With Hims, you can connect online with real, registered practitioners across Australia, be assessed, and discuss certain health concerns you might have.
Then, if eligible, get a treatment plan delivered to you.
Payments and refunds
What charges on my bank statement can I expect?
The charge on your bank statement will appear as "Hims".
What payment methods are accepted?
We support all Visa, MasterCard, and Amex cards, plus Apple Pay and Google Pay.
Our transactions are powered by Stripe.
Is Hims a subscription service?
We do have shipping schedules by default, but you can amend your order and payment date, pause or cancel your plan at any time.
Shipping
Does Hims ship to every address in Australia?
Hims can provide free shipping to most postcodes in Australia, but there are certain areas we are unable to deliver to at this stage.
You can find out if Hims delivers to your area in this Help Centre article.
Please see our Fulfilment, Shipping & Returns Policy for more information.
How can I change my shipping address?
You can update your shipping details from your profile page.
What can I expect the packaging to look like?
Our packaging is simple and discreet. Treatment plans are sent in a plain post bag with the sender information as small as possible. That sender information will appear as "Hims".
Inside the post bag will be a plain cardboard box with everything you need.
Can I track my order?
Yes – we ship with Australia Post, and you'll get a link with your tracking number when your order ships.
If your order is being sent with our refrigerated delivery service, you'll receive an SMS with your tracking link before your delivery.
How long does it take?
Weight treatment plan: Your order will take around 2–3 business days to be prepared. Orders can take up to 10 business days to be delivered to you. More specific shipping timeframes can be found on our Help Centre.
Other treatment plans: Your order will take around 2–3 business days to be prepared. Your order will be delivered with AusPost, check the tracking link for shipping times and download the Auspost App.
If you do not receive a confirmation SMS, you can reach out to our Care Team at hello@hims.com.au and they will look into it for you.
What does Hims charge for shipping?
Shipping is free Australia-wide.