Frequently Asked Questions
Buying medicines online
How do I find the item I am looking for?
We’ve worked hard to make our website as simple as possible to use. If you know the name of the product you’re looking for, use the search function on our homepage.
If you still need help, simply pick up the phone or email us, and we’ll be happy to advise.
How can I check the status of my order?
You can check the status of your order at any time by logging into your account and viewing ‘My Latest Order’.
You will be kept up to date at every stage of your order via email. Upon payment, you will receive and order confirmation email. We will also email you when we have dispatched your order; we aim to do this on the same, or next, working day.
Will I receive a receipt for my order?
Yes, you will receive an order confirmation via email.
What payment methods do you accept?
We accept mobile payment systems such as MPESA, TIGOPESA, we also accept Cash on Delivery.
What are the typical expiry dates on the products sold?
We use a stock rotation system to ensure you receive products with the longest possible expiry dates. We always aim to ensure that this is a period of no less than 6 months.
Why do I have to answer questions to purchase some medicines?
Some of the medications we sell are legally classified as ‘Pharmacy’ or ‘Prescription-Only’ medicines. ‘Pharmacy’ medicines can only be sold from a registered pharmacy under the supervision of a pharmacist. ‘Prescription-Only’ medicines require a valid prescription to be supplied. We ask you standardised medical questions to ensure that any treatment that we supply will be both safe and effective for you to take.
Can I order by telephone?
Yes you can, provided you have already registered with us.
Can I order for others?
Consultations for prescription medicines must be completed by the patient. A prescription must be for a named patient who has completed the consultation themselves. This is required for us to operate safely and legally. Pharmacy medicines can be ordered for others such as family members, however, where possible we encourage the consultation process to be completed by the patient.
Can I repeat order?
Yes, it is possible to repeat order your medication. If you are ordering repeat medications and the circumstances have not changed since the last order, the process is much quicker than your first consultation.
Can I order medications other than those listed?
At present we can only supply the medications for the conditions listed on our website. This is to ensure we are prescribing safely for our patients. We are always looking to improve and expand our service, so keep looking out for new conditions and services being added.
Returns & Cancellations
Please see our ‘Returns Policy’ for more details.
Can I return items that I have purchased?
Yes, you can return any non-medicinal products to us that are unused and in a resalable condition as set out in our ‘Returns Policy’. Unfortunately, we are unable to accept returns of medicines or medicinal products, as they cannot be reused once they have left the pharmacy.
How do I return items?
If you wish to return non-medicinal items you should read our ‘Returns Policy’ for guidance.
Security, Privacy & legality
How can I be sure the medication is genuine?
We are a registered and regulated Tanzanian pharmacy; we source all our medications from the same wholesalers as your local chemist. We will always supply exactly what is ordered and will never substitute generic medicines unless that is what you have requested.
Why do you need all the details required?
When we ask for any personal details and/or medical history, it is to ensure that everything that you receive from us is safe and appropriate for you to take. This is the same information that would be required to check a medicine sale or prescription in your high street pharmacy, or GP surgery if you use our Online Doctor.
How is my information used?
We only use your information you provide to fulfil your order safely and efficiently and satisfy our professional obligations. We will never give or sell your data to third party organisations without your prior consent.
Please see our ‘Delivery Information’ page for more details.
When will my order arrive?
We aim to ship all orders placed Monday – Friday before 4pm on the same day. Orders placed outside these times will be shipped the next working day.
Where do you deliver?
We currently deliver to all areas. Some places are in rural areas may have a slightly longer delivery time.
What should I do if my order has not arrived?
Delivery is normally made very promptly after your dispatch email is received.
Unfortunately, sometimes packages can get lost in the delivery system, if after 10 days you have not received your delivery, please contact us and we will do all we can to resolve the problem.
How do I set up an account?
You will be automatically asked to register and create an account when completing an online consultation.
Can I register more than one person per email address/account?
Unfortunately, due to the potentially sensitive nature of the information, each account is specific to one customer. Each person will require a separate email address to register for our website.
Can I use the same email address for different accounts?
Each account must have its own unique email address. Notification of your account will be emailed to you, therefore maintaining patient confidentiality. Only one email address can be registered to each account. Free email accounts can be easily created online with a number of different providers such as Gmail or Hotmail.
Can my details be changed on my account?
Yes, certain details, such as billing and delivery addresses, saved payment methods, medical details and account preferences can be changed at any time by logging into your account. If you need to change details that you are unable to alter yourself, please contact us on 0333 2200 519 and we will arrange for your account to be updated