FAQ — Orders, Shipping, Authenticity & Safety
Customer support answers • Label-first • Rx-only medicines • General information only
Important: This FAQ is informational and does not provide medical advice, diagnosis, or treatment.
Prescription medicines should be used only under clinician supervision and according to locally approved labeling.
Prescription medicines should be used only under clinician supervision and according to locally approved labeling.
🔎 Quick Links
📌 Before you start
This page answers common customer questions about ordering, shipping updates, packaging checks, and general product information.
For medical decisions (diagnosis, dosing, contraindications), consult a licensed clinician and read the official leaflet supplied with your product.
We can help with: order status, tracking, packaging/authenticity checks, and sharing official reference links where available.
We cannot help with: dosing schedules, cycle protocols, or individualized treatment plans.
🧾 Orders
How do I place an order?
Add items to your cart, proceed to checkout, and complete payment using the available methods.
After checkout you’ll receive an order confirmation and, once shipped, tracking details where applicable.
After checkout you’ll receive an order confirmation and, once shipped, tracking details where applicable.
Can I change or cancel my order?
If your order has not shipped yet, we may be able to adjust address or items. Once dispatched, changes/cancellation are usually not possible.
Contact support as soon as possible with your order number.
Contact support as soon as possible with your order number.
I didn’t receive an order confirmation email—what should I do?
Check spam/junk folders and verify the email address entered at checkout. If still missing, contact support and we’ll resend it.
🚚 Shipping
Which countries do you support?
Our informational support and inquiry form are available to users in the United States, United Kingdom, and Australia.
Shipping availability depends on product type and local rules. Please verify your destination at checkout or via inquiry.
Shipping availability depends on product type and local rules. Please verify your destination at checkout or via inquiry.
How long does delivery take?
Delivery time varies by destination, carrier, customs processing, and local postal performance. Estimated timelines shown at checkout are not guarantees.
If tracking shows no movement for an extended period, contact support for an investigation.
If tracking shows no movement for an extended period, contact support for an investigation.
My tracking hasn’t updated—does that mean it’s lost?
Not necessarily. Tracking can pause during handoffs, customs scanning, or final-mile processing.
If there’s no update for an unusually long time, we can check the latest carrier status using your order number and tracking ID.
If there’s no update for an unusually long time, we can check the latest carrier status using your order number and tracking ID.
✅ Authenticity & Packaging
How can I verify authenticity?
Start with packaging checks: batch/lot number, manufacturing date, expiry date, manufacturer name/address, and intact seals.
We can also help you compare your packaging to typical manufacturer formats and advise on what to photograph for verification.
We can also help you compare your packaging to typical manufacturer formats and advise on what to photograph for verification.
What photos should I send for a packaging check?
Please send clear photos of: front/back of outer box, blister/strip (both sides), batch/lot and expiry, and any QR/serial panel.
Include a close-up of printing quality and seals. Avoid sharing personal medical details.
Include a close-up of printing quality and seals. Avoid sharing personal medical details.
The tablet/capsule looks different than last time—should I worry?
Appearance can vary by manufacturer, batch, or approved supplier changes. Do not assume counterfeit based on color alone.
If anything seems unusual, stop using it and request a packaging verification review.
If anything seems unusual, stop using it and request a packaging verification review.
🩺 Rx-only & Safety
Do you provide dosing instructions?
No. Dosing is a clinician decision and depends on indication, formulation, comorbidities, and interactions.
We can provide official leaflet links and general label-based precautions.
We can provide official leaflet links and general label-based precautions.
Can I combine two prescription medicines?
Combination therapy can involve significant interactions and patient-specific risks.
Consult a licensed clinician and read the official leaflets before combining any medicines.
Consult a licensed clinician and read the official leaflets before combining any medicines.
What if I experience side effects?
If symptoms are severe (e.g., chest pain, fainting, serious allergic reaction), seek urgent medical care.
For non-urgent concerns, stop use and consult a clinician. You may also report suspected adverse reactions to your local regulator.
For non-urgent concerns, stop use and consult a clinician. You may also report suspected adverse reactions to your local regulator.
↩️ Returns & Issues
Do you accept returns?
For safety and regulatory reasons, many medicines are not eligible for return once shipped.
If you received the wrong item or there is visible damage, contact support immediately with photos.
If you received the wrong item or there is visible damage, contact support immediately with photos.
My package arrived damaged—what should I do?
Take photos of the outer parcel, inner packaging, and the product (including batch/expiry).
Do not use damaged or compromised blister/strip items. Send the photos to support for review.
Do not use damaged or compromised blister/strip items. Send the photos to support for review.
What if customs holds the parcel?
Customs processing varies by country and is outside our control. If you receive a notice, share it with support (remove personal identifiers)
and we’ll advise on general next steps where possible.
and we’ll advise on general next steps where possible.
🔒 Privacy
Is my order discreet?
Orders are typically packaged discreetly with minimal external description.
Exact packaging and carrier labels can vary by route and destination requirements.
Exact packaging and carrier labels can vary by route and destination requirements.
Do you store my personal data?
We store only the minimum data necessary to process orders and support requests.
Avoid sending sensitive medical information by email—send only what’s required for order verification and packaging review.
Avoid sending sensitive medical information by email—send only what’s required for order verification and packaging review.
💳 Payments
Which payment methods are supported?
Available payment methods are shown at checkout and can vary by country, order type, and risk controls.
If a method is not visible, it’s not currently supported for your destination/order.
If a method is not visible, it’s not currently supported for your destination/order.
My payment failed—what can I do?
Double-check billing details, try a different method, or contact your bank/provider.
If the issue persists, contact support with your order number (do not send full card details).
If the issue persists, contact support with your order number (do not send full card details).
✉️ Contact & Support
For order updates, tracking checks, or packaging verification, use our support form:
Include: order number, destination country, and (if relevant) tracking ID. For packaging checks, attach clear photos of box + strip/blister + batch/expiry.