Frequently Asked Questions
 Below
we have outlined some common questions our customers ask us. If you do have a
question, you may find an answer to it here. If not, please don’t hesitate to
contact us.
Question areas:
Q. Can you explain the ordering process?
A. Once you have made your product selection, proceed to the ‘checkout’ where
there are three simple steps required to complete an order:
Step 1 – Prescription or Declaration
If the product selected is a prescription medicine in your country, you
should complete the Personal Declaration offered at this point or fax a copy of
your prescription to us. To see a sample of this Personal Declaration form,
click here
The Personal Declaration is automatically emailed to our Customer Service
staff and it is packed and shipped with your order. If you prefer to fax a
prescription to us, simply click on the “I am faxing a prescription” option
which alerts our Customer Service staff to hold your order until the fax is
received. This option will therefore delay your order by 1-2 days.
Click 'continue' to move to step 2.
Step 2 – Order Processing
At the top of this page, the amount of your order including delivery charge
is displayed. Here you enter your name, delivery address, credit card billing
address (if different from delivery address) and contact details.
Step 3 – Secure Payment
Once your details are entered at step 2, you then click ‘next’ to move to a
secure server where you enter credit card details (card type, card number, name
on card, expiry date and security ID). This secure server uses 128-bit
encryption technology to protect data from unauthorized use or alteration. To
read more about this technology
click here.
Q. Can you explain the ordering process for non-prescription medicines?
A. When ordering non-prescription medicines, you do not need to enter any
details at step 1. Simply press the ‘continue’ button to move onto step 2. Steps
2 & 3 are the same as above.
Q. What happens after I have placed an order?
A. Once you have correctly completed step 3 of the ordering process and
pressed ‘continue’, an order confirmation will be emailed to the email address
you supplied when you click on the large button labelled Click to receive your
order confirmation by email . This shows the product(s) you ordered, the
quantity, the cost and the address they will be delivered to.
Orders are processed within 1-2 working days of receiving them. You can
expect to receive an email message confirming your order has been despatched
within this timeframe. If for any reason the product you ordered is not in
stock, you will be notified of this. You will be given the option of leaving
your order with us, and it will be despatched as soon as new stock arrives, or
cancelling your order for a full refund.
Delivery
Q. What if my order does not arrive?
Delivery Guaranteed – or your Money Back provided the delivery details you
supplied when ordering were correct. If your order does not arrive by day 20
after shipment our supplier will resend your order at our cost or the amount
charged for your order will be refunded.
Q. What is the delivery charge?
A. For all orders with a Total Goods value of over US$200, DELIVERY will be
FREE. For all orders with a Total Goods value less than US$200, including orders
for multiple products, there is a standard $9.50 delivery charge. If for any
reason an order has to be sent in more than one package, only a single delivery
charge will apply..
Q. How are orders shipped?
A. Orders are shipped via International Registered Mail™ which provides
assurance of delivery. The final stage of delivery using this system is though
each country's internal mail system. Delivery times will therefore vary
depending on the efficiency of the domestic mail system. If you need information
about the status of your delivery please contact us.
Q. How long will delivery take?
A. We advise customers in North America and Europe that orders will take
approximately 10 days to reach them. However this does depend on which part of
their country the order is going. Some customers there have reported receiving
orders in 5-6 days while for others (very few) it has taken 20 days. Orders are
shipped via International Registered Mail™ which provides assurance of delivery.
If you need information about the status of your delivery simply contact us.
Q. Is a faster delivery possible?
A. We are happy to use an alternative delivery method but we would have to
charge you the extra cost involved. You should also be aware that in some
countries this does make the delivery subject to mandatory customs declaration
and inspection. This could result in the order being held by Customs while
questions are asked about what it is and whether it complies with local
regulations. This slows rather than improves delivery times and there is also
the potential for duty to be imposed, and/or entry refused. We have found that
when customers are told this they most often choose to have orders sent by
standard international mail. While the choice is certainly yours to make, we
must be clear that if there are problems, the risk is also yours to take.
Q. My order was of a very high value – will it be safe?
A. Orders of relatively high value are often split into two separate
deliveries. We take this approach because it lowers the risk associated with the
potential loss of a single high value dispatch (Fewer than 1% of our dispatches
are, however, lost in the international mail service). Note: A single $9.50
delivery charge will still apply to orders that are split into two separate
deliveries.
Q. Do you ship orders to Canada?
A. Yes, under special conditions - Orders received with a Canadian delivery
address will not be processed unless the customer agrees to take the risk of the
order going missing and faxes their prescription to 1-425-642-1492.
Unfortunately our suppliers have had to take this position due to the
significant number of orders that have recently been stopped at the Canadian
border and denied access.
The requirement for a prescription and Legal issues
Q. Do I need a prescription?
A. Whether or not a customer requires a prescription for a product they order
is determined by the regulations in their country. It is the responsibility of
the purchaser to check the regulations in their country for the medicine they
are ordering.
Our suppliers must comply with the practices and regulations in their own
countries. This means that they may ask for a prescription to be forwarded or
Personal Declaration to be completed with certain products, but not for others.
If the product you order requires a prescription in your country, you should
complete the Personal Declaration which is offered during the ordering process
or fax us a copy of your prescription. Whichever document we receive will be
packed and shipped with your order.
Q. Do you know whether the product I am ordering requires a prescription?
A. Neither Discount Prescription Drugs Online nor its suppliers check whether
the products ordered through this web site are prescription products in the
country where the order originates. This is because ‘Prescription Medicine’
classifications frequently vary from country to country around the world. The
need for any customer to complete a Personal Declaration or to supply a
prescription is determined by the regulations in that customer’s country.
Sometimes our suppliers will require the Personal Declaration to be completed
for a particular product and this is indicated alongside that product listing.
If this is not required by our suppliers, then it is your responsibility to
check whether the product you are ordering is a prescription medicine in your
country. If it is, you should still complete the Personal Declaration or fax
your prescription to us.
In the Terms and Conditions contained on the Discount Prescription Drugs
Online site we advise;
“It is the responsibility of the purchaser to check local regulations and to
order prescription medicines only after a prescription has been received
following a consultation with a physician.” and
“Confirming and abiding by each country’s importation requirements is the
responsibility of the purchaser. The supplier is therefore not liable for
replacement or refund of products which are confiscated by customs or for the
payment of any taxes due on products ordered”.
Q. Is a Declaration or a prescription required for all products available
in the Discount Prescription Drugs Online catalogue?
A. While our suppliers do not require a prescription or a Personal
Declaration to be supplied with every product, obviously we do recommend that a
prescription be obtained if the product ordered requires one in the customer’s
country. It is the customer’s obligation to find out the regulations in their
country & abide by these.
Q. Can I import prescription products into the U.S.A.?
A. If the letter of the law is observed then the importation of prescription
medicines into the U.S. is not strictly legal. However there is a
'discretionary' provision in FDA policy which provides the flexibility for
private individuals to
import medicine for personal use under certain circumstances.
When placing an order on our site, customers are given the opportunity to
make a declaration which shows that their purchase satisfies the provisions of
the FDA discretionary statement. To see a sample of the Personal Declaration
form, please
click here.
Q. What about U.S. customers?
A. Many millions of US citizens have been satisfactorily supplied discounted
medicines via the Internet. However, you must make a personal assessment as to
whether you wish to use the Discount Prescription Drugs Online service based on
your knowledge of the local laws regarding the importation of medicines. An
information link that will provide you with additional information is available
below. You will read that the main desire of US customs is:
1) to have control of commercial activity (i.e. the importation of goods for
resale) and
2) to protect US citizens from personal harm or financial risk as a result of
involvement with unscrupulous Internet merchants.
Neither situation is an issue with a Discount Prescription Drugs Online
order.
You will find more information on this topic discussed on the Discount
Prescription Drugs Online site.
Click here to read more
Product range
Q. Do you have sleeping pills or strong pain-killers available?
A. Discount Prescription Drugs Online does not offer any products with abuse
potential. While we recognize that this does penalize legitimate users of these
products, we feel that this is the only way an Internet merchant can ensure it
is not involved in inappropriate use of these medications.
Payment and Billing
Q. What currency am I billed in?
All prices are quoted in U.S. Dollars and all credit cards are charged in U.S.
Dollars.
Q. How do I pay for my order?
We accept Visa and Master Card. We also accept check or money order; however, we
must verify the check or money order prior to shipment of the order.From
September 2007 we no longer accept AMEX .
Q. When do you bill my credit card?
Billing is done just prior to order being shipped, unless otherwise notified.
Q. Can you bill my credit card from outside the U.S.A.?
Most of the time we can charge your credit card without any issues, but some
credit card companies block charges to your card that originate from a foreign
country. Payment cannot be collected even when the correct credit card
information has been provided. We suggest you contact your credit card company
to notify them that you expect a charge from Pacific Customer Services, and ask
them to remove any blocks on that charge.
Q. Will you accept my insurance?
Unfortunately no. Discount-Prescription-Drugs-Online cannot accept insurance. We
will provide you with a medication receipt. Please contact your insurance agent
for more details.
Q. Are there any other fees other than the drug cost and
shipping/handling?
No. The physician review and pharmacy dispensing fees are included in our drug
prices. THERE ARE NO HIDDEN FEES!
Telephone contact with
Discount-Prescription-Drugs-Online staff
Q. Can I speak with someone from Discount-Prescription-Drugs-Online?
A. Yes, please
contact us or phone our voice message service (1-425-642-1492) and provide
the following details:
- Name
- Contact phone number
- State and Country (to be used to determine time zone),
then we will contact you. We understand that our approach does not always
allow customers to have immediate contact with us but we are confident that our
customer care is still of a high quality. We receive many good comments about it
and very little negative feedback.
Return policy
It is unlawful for Discount-Prescription-Drugs-Online to accept medication for return and
re- distribution. If there appears to be a problem with your order, please call
us at 1-425-642-1492 for more details as all returns are handled on an
individual basis.
Pharmacist shall not accept for return to inventory any drug that has been
previously dispensed (Pharmaceutical Act Section 23(1) Return of Prescription
Medication (1) | 
