- DELIVERY
- PAYMENT
- RETURN
- COMPLAINTS
- PLACING AN ORDER
- HOW IT WORKS ?
- LEGISLATION
What is the expected delivery duration?
Our delivery service utilizes swift courier options, typically spanning a range of 3 to 6 days for delivery. Nevertheless, it’s important to note that all delivery alternatives hinge on placing your order before the designated cutoff time, and external factors such as weekends and holidays might influence the timeframe. Additionally, the delivery period is contingent upon the approval of your order by our chief pharmacist partner. Hence, there might be instances where you’ll want to consider allocating extra time to accommodate any necessary clinical decisions.
To which countries do you provide delivery?
Our services cover most of the world’s countries. However, please be aware that certain countries have restrictions on the import of pharmaceutical items. It’s your responsibility to verify these regulations before placing an order. We would also like to emphasize that we do not assume any responsibility regarding the legality of importing items for personal use into your country, and we will not provide refunds if your shipment is blocked by the authorities.
Specific rules apply to non-governmental organizations (NGOs); please contact us before placing an order.
Furthermore, we do not extend our services to clients located in the following countries, listed alphabetically:
Afghanistan,
Algeria,
Bangladesh,
Cuba,
Iran,
Iraq,
Kuwait,
Lebanon,
Liberia,
Libya,
North Korea,
Pakistan,
Russia,
Saudi Arabia,
Somalia,
Sri Lanka,
Syria,
Tunisia,
Venezuela,
Yemen,
Zimbabwe.
Is it possible to have delivery to an alternate address?
Certainly, you have the option to include extra shipping addresses in your account, which can be subsequently chosen during the checkout process. Nonetheless, your primary address must align with the address on your card; this will serve as your main address for identity checks conducted in the background.
Is a signature required for my delivery?
Indeed, a signature is necessary for a few reasons. Firstly, we want to ensure that the items are handed over to the intended recipient to prevent any potential harm.
Secondly, it’s essential for credit card verification that you’ve received your order.
Lastly, certain items require refrigeration and must be promptly stored in a cold chain upon delivery.
How discreet is the packaging?
Recognizing the significance of privacy in matters of health, we take pride in providing a discreet service. All our orders are dispatched in unbranded and unmarked bags, devoid of any hints regarding their contents or origin.
Can I modify my delivery address after placing the order?
Regrettably, it’s not possible to alter the shipping address once your order has been placed. We advise you to carefully review all information before confirming your order.
Absolutely. Upon logging into your account, you have the capability to track your package once it has departed from the pharmacy. This allows you to monitor its delivery schedule.
Can I utilize someone else’s payment card?
No, the payment card used must be owned by the individual placing the medication order. This protocol is in place to enhance security within our system and guarantee that medications are exclusively delivered to the intended recipient.
Additionally, our background identity checks are conducted, and a mismatch between the name on your account and your payment card will lead to a failure and an automatic rejection of your order.
Do you take payment over the phone?
We do not accept payments over the phone; all orders must be made online. Our phone number is designated solely for customer service inquiries and is not available for order placement.
There are various potential reasons for a card decline. Firstly, double-check your details – incorrect entry can be a culprit. Another possibility is insufficient funds; if you suspect they should be available, review your bank balance and consider reaching out to your bank. Additionally, using a card registered under someone else’s name can lead to issues.
For a smooth order process, always employ your own card and make sure the name aligns with your account information. If you’ve followed these steps and still face difficulties placing an order, don’t hesitate to contact us or your bank for additional support.
Your satisfaction and convenience are our priorities.
How will the charge appear on my bank statement?
The charge on your bank statement will be labeled with the name of the pharmacy from which you made the purchase.
My order has been declined by your chief pharmacist. When can I expect my refund?
When you place a repeat order, we initiate a pre-authorized payment to secure the necessary funds. The actual charge only takes place once your order gains approval. In the event that your order isn’t approved, the pre-authorized funds will be promptly released, typically reappearing in your available balance within 3-5 business days.
Keep in mind that this is classified as a canceled payment, not a refund. As such, it won’t appear as a transaction on your bank statement. If you’ve completed a consultation for a medication, you haven’t previously received from us, no payment will be deducted until your consultation receives approval and you’ve selected your preferred treatment option.
Your convenience and peace of mind are central to our commitment.
My order has been sent back to the sender. What are the next steps?
Upon the order being returned to us, kindly inform our customer service team (via phone, live chat, Whatsapp or email) of whether you would like a refund or a reshipment, along with the reason for the return.
How soon can I expect to receive my refund?
After we’ve received and processed your returned order, which might take up to 2 weeks, you can anticipate receiving your refund within 3-5 working days. Please note that the exact duration can vary and is contingent on your bank’s processing timeline.
To ensure your safety, we are unable to accommodate returns for opened orders, especially medications that have been partially used. If you’re seeking alternatives due to dissatisfaction, don’t hesitate to reach out to us. We’re here to assist, and we could possibly recommend a more suitable option for your upcoming order. Your well-being and satisfaction are our top priorities.
Will my primary care physician (PCP) be informed if I utilize your service?
No, your PCP will not be notified. However, we highly advise discussing your medical conditions and any medications you’re taking with your PCP.
Can I anticipate service confidentiality?
All medical information and patient accounts remain confidential, accessible only to us and the dispensing pharmacy. We hold your privacy and security in the highest regard, refraining from sharing your data with any third parties. For more details, please refer to our privacy policy.
What’s the significance of my order status?
Your order status offers a glimpse into where your order stands in the process. When it’s marked as ‘Review,’ our chief pharmacist is meticulously evaluating your prescription. ‘Label Created’ indicates your order’s greenlit and its way to the pharmacy. ‘Complete’ means your package is ready to roll and will soon be at your doorstep using your preferred delivery method. Keep tabs on your order’s journey with our tracking tool. Once your order arrives, the status switches to ‘Delivered’ and ‘Complete’.
If you’re considering canceling your order, our customer service team is here to help—give us a call for swift assistance. Please keep in mind that canceling over the weekend might have limitations, and once your order reaches the ‘dispensing’ status, cancellation won’t be feasible. Don’t hesitate to reach out!
What if I’m asked for additional ID?
No need to worry! This doesn’t indicate any disruption to your order’s progress. If the third-party ID checker couldn’t verify you during the initial checks, it’s just a minor step. You’ll receive emails with guidance on the required documents and easy online instructions. Once you’ve completed this, your order will smoothly continue through our process. Your convenience is our commitment.
Who oversees my order and provides the prescription?
Rest assured, our expert chief pharmacist will promptly review your order and determine the appropriateness of the requested medication. Every decision made by our prescriber is conclusive and won’t be altered or contested. Your satisfaction and well-being are our paramount concerns.
How can I be certain of the authenticity of the medication?
Rest assured, our partner pharmacies are all GPhC-regulated, ensuring the highest standards. Our medications are not only genuine but also sourced from the very suppliers that supply your local high street pharmacy. We proudly offer a variety of trusted brands. Your health and confidence are our top priorities.
How do we ensure your safety as a patient?
Patient safety is our unwavering priority, and we take it seriously. When you create an account and place your initial order, we conduct a seamless background identity check to confirm your identity. In the event of a hiccup in this initial check, our trusted third-party provider, Yoti, may request additional information for verification. If this isn’t fulfilled or if the supplementary checks don’t align, your order will be canceled, and the pre-authorized payment released.
We’re vigilant against any potential misuse of our service. We promptly cancel orders for individuals suspected of abusing the system, including those who create multiple accounts with identical information. Our commitment is unwavering. If you’re aware of any abuse, you can provide an anonymous tip-off by clicking in the dedicated section of the website. Your well-being and trust are our top priorities.
What steps should you take if you encounter any side effects?
Your well-being is paramount. If you face any side effects or need medical attention, promptly reach out to a doctor or emergency service, depending on the severity. Our telephone number is dedicated to exceptional customer service and should not be considered a substitute for medical assistance. Your health and safety are our priority.
FDA, has a policy explaining that it typically does not object to personal imports of drugs that FDA has not approved under certain circumstances, including the following situation:
- The drug is for use for a serious condition for which effective treatment is not available in the United States;
- There is no commercialization or promotion of the drug to U.S. residents;
- The drug is considered not to represent an unreasonable risk;
- The individual importing the drug verifies in writing that it is for his or her own use, and provides contact information for the doctor providing treatment or shows the product is for the continuation of treatment begun in a foreign country; and
- Generally, not more than a 3-month supply of the drug is imported.