Get all your answers about ordering, prescriptions, shipping, medicine quality, payments, refunds, privacy and customer support.
Ordering and account
Do I need an account before purchasing an order?
No. You can check out as a guest. Creating an account lets you track your orders and see your order history.
How to register at Prashi Pharma website to place an order?
To register at Prashi Pharma website sign up with your email address and a password on the My Account page. After completion, you can browse the category products and place an order of your selected items in the cart. Once completed you can check out and enter necessary details required to process your order.
Can I reorder medicines I purchased before?
Yes. Returning customers can reorder medicines with the “Order again” button in their account order history. A valid prescription is checked again for every order.
Can I change my order once I place it?
You can only change your order before it is confirmed. Once you place an order and it gets confirmed, we are unable to change your order. For more details see Returns & Refunds.
How will I know my order gets received successfully?
After you place your order you will receive a confirmation email at your email address.
Can I update my billing information?
You can update your billing information in the “Addresses” section of My Account, or enter new details during checkout. Please note no changes can be made once the order is dispatched.
Where can I see my last order?
Log into your account and go to Orders to see your full order history.
Can I have multiple shipping addresses saved in my account?
You can save one billing and one shipping address in your account, and enter a different address at checkout.
Prescriptions
Do I need a prescription to purchase medicine?
Yes. You will need a valid prescription advised by a healthcare professional before purchasing your required item.
How to upload a prescription?
You can upload your prescription while placing your order at checkout. Please upload a clear photo (JPG or PNG) or PDF so the pharmacist can review your prescription.
Does our prescription need review?
Yes. All the submitted prescriptions are reviewed by our registered pharmacists to support safe and compliant dispensing.
What is the reason my prescription is not approved?
If a prescription is unclear, incomplete, expired or does not match with the requested medicine, we will contact you for clarification. If it cannot be approved, your order is cancelled and fully refunded.
Shipping, tracking and customs
How long does delivery usually take?
Orders are dispatched within 1-2 business days after approval and usually arrive in 10-15 business days. See our Shipping Policy.
How do I track my shipment?
You can track your shipment once the order has been processed and dispatched through the shipping carrier. The tracking number is sent to your email within 24 hours of dispatch.
Why has my order not been shipped yet?
For additional prescription verification, stock confirmation, payment checks or packaging before dispatch the order takes time in shipping.
What happens if customs stop the order?
While most parcels pass smoothly, in rare cases, customs may hold or stop a parcel. Any import duties are borne by Prashi Pharma. If customs seize your parcel, we will reship at no extra cost or refund your order. Check your country’s import regulations before placing an order.
Is my order safe during shipment?
We maintain your confidentiality and health information and therefore our orders are sent in discreet looking packages without any information of the contents on the outside of the package.
My order is showing pending. Why?
Pending status means we are waiting for payment confirmation or prescription verification. Once confirmed, your order will move to processing.
What should I do if my order is delayed during customs clearance?
Check your tracking status for any instructions or requests for documentation. If customs contact you, respond promptly and provide all the details that are required. Please note customs processing time is determined by relevant authorities, we cannot guarantee when a held parcel will be released.
Payment
What is the process to pay for my order?
While checking out, you’ll see all available payment options. Click at your preferred method and follow the instructions to complete your order.
What are the available payment methods?
We accept Visa and Mastercard credit/debit cards and digital wallets. See Payment Methods.
Can I pay upon delivery?
No. Currently, cash on delivery option is not available. All orders must be prepaid.
Is paying through the phone available?
For security purposes, we do not accept payments over the phone. Orders can be paid through Visa and Mastercard credit/debit cards and digital wallets at checkout.
Will I see the full price before I pay?
Yes. The cart and checkout pages will display the product prices and order total before final order placement. Shipping is free on listed products.
Is digital wallet accepted?
Yes. Digital wallets are accepted at checkout.
Will I receive payment confirmation after placing an order?
Yes. Once your payment is completed a confirmation status will be sent to your registered email address. If you do not receive it, check your spam folder.
Returns, refunds and cancellations
How to cancel my order?
If your order has not shipped, you can cancel it by contacting our support team. Once the order is shipped, it cannot be canceled.
Do you accept returns?
If you are not satisfied with your order, contact our support team and we will help you with a return or refund. See Returns & Refunds.
Can I cancel the order if it is not delivered within estimated delivery time?
If your order does not get delivered within estimated time, you may request for a refund. If it is held or seized by customs, we will reship at no extra cost or refund your order.
What happens if I receive the wrong medicine?
If you receive wrong medicine or an incorrect item, reach out to our support team immediately. We will arrange a replacement or refund depending on the situation.
Can I exchange medicine for another product?
No. Exchanges are restricted because of medicine safety requirements and prescription regulations.
How long does it take to receive a refund?
Once a refund is approved, it is processed within 7 business days.
Will I get a refund if I get a damaged product?
Yes. If you receive a damaged product, you can apply for a refund. Please take photos of the package and contents and email them to us.
Product quality: generic vs brand, packaging, expiry dates
What does generic drugs mean?
Generic drugs come without patent protection. It contains the same active ingredient as brand drugs and it is identified by its chemical name rather than its brand name.
What is the difference between generic and branded drugs?
Generic and Branded medicines have the same active ingredients, strength, dosage and quality but differ in cost. Generic medicines cost on average 80% to 85% less.
Do you offer generic medicines?
Yes. Generic and branded medicine options are available depending upon the product and stock availability.
Are generic drugs effective as brand-name drugs?
Yes. Generic drug is bioequivalent to the original brand-name drug. It has the same quality, strength, purity and stability standards.
Is it safe to use generics?
Yes. Our medicines are made by licensed manufacturers whose facilities are WHO-GMP certified.
Is it possible to request medications with specific expiration dates for my order?
No. We do not ship medications with specific expiration dates, as these meds are subject to availability.
What happens if the package was damaged or products are missing?
Contact our customer service department immediately. Please take photos of the package and contents and email them to us. We will reship the package at no cost or issue a refund.
What is the shelf life of your products?
The expiry date is printed on every pack.
Privacy and security
Is my personal and medical information secure?
Yes. Your personal and medical information is protected. See Safe & Secure Shopping.
Is it safe to purchase medication from Prashi Pharma?
Yes. Every prescription is checked by our pharmacists, and medicines are shipped in the manufacturer’s sealed pack.
Can I see your licenses?
Yes. Request the documents on our Contact Page and we will share copies within 2 business days.
Is my prescription information safe?
Yes. Only our pharmacists review the prescription. For more details see our Privacy Policy.