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Questions and Answers
Below we have outlined some common questions. If cannot find an answer to your question below, please don't hesitate to Contact Us.
Question areas:
- Ordering
- Contact
- Refills
- Prescription Requirements
- Payment
- Delivery
- Returns
- Product Range
- About Medstore International
- Policies / Safety and Security
- Legal Issues
- Other
Q. How do I place an order?
You can order online, or by fax, or by phone:
A. Ordering ONLINE - it's as easy as 1-2-3
- STEP 1:
To place your order with Medstore International type the name of the medicine you require in the search box at the top of this page and click 'GO' to locate your medicine.
- STEP 2:
Click on the 'BUY' button alongside the product you wish to order. Adjust the quantity your require if necessary and 'UPDATE CART'. Repeat this process for any other products you wish to order.
- STEP 3:
When you have finished adding products to your cart - Click the green CONTINUE button on the shopping cart. You will then be taken through the questions required to complete your order, including the supply of your credit card details. All this information is entered and stored in a secure section of the Medstore International site.
NB: At the end of the ordering process a ‘Thank You’ screen indicating you have completed your order will be displayed showing your order number.
Remember to fax or email your prescription to us with your order number. Our supplier will be able to process your order when a faxed copy of your prescription is received.
Fax Toll Free: 1-800-420-8226
Email: prescription@medstoreinternational.com
A. Ordering by Fax
- STEP 1:
To place your order with Medstore International type the name of the medicine you require in the search box at the top of this page and click 'GO' to locate your medicine.
- STEP 2:
Download and print an order form. Click Here to download. Complete each page of the order form, including credit card details.
- STEP 3:
Fax your completed order form and prescription to:
1-800-420-8226.
A. Ordering by Phone
- STEP 1:
To place your order with Medstore International call:
1-866-755-1782 If your call is not answered live, leave a clear message providing your name and phone number.
- STEP 2:
We will call you back to assist in placing your order.
- STEP 3:
Fax your prescription to: Fax Toll free: 1-800-420-8226.
Your order will be completed in two business days after we have received all the required information. Delays occur if we have to verify your prescription, query payment details supplied, or if we are required to adjust your order because you have ordered more than a three month (100 day) supply, or if you are ordering something different than your prescription indicates.
Expect your package within 10-16 days. If your order has not arrived within 21 days please contact us. If you have not received your order within 21 days of shipment you have the option of either getting your medications re-shipped to you or receiving a refund of the amount charged for your order.
Q. How do I contact Medstore International?
A. You can phone us using the following number. Please note that outside of business hours you can leave a message on the Medstore International message service and schedule a call back during the next businesss day;
- Toll free phone: 1-866-755-1782.
To fax in your prescription or an order form please use the following fax number;
- Toll free fax: 1-800-420-8226
To email in your prescription or an order form, please use the following email address;
Q: How can I email Medstore International customer service representatives to answer questions about your products and your service?
A: You can email us using enquiries@medstoreinternational.com
To facilitate ongoing improvements to our product list, policies and procedures, customer comments and feedback are welcomed.
Q: How long does it take to respond to my email enquiry?
A: We do our utmost to answer all emails within 24 hours. National holidays and weekends may extend the length of time to respond, however, our aim is 24 hours from receipt of the email.
Q: How long does it take Medstore International to have my fax and order processed?
A: Our aim is to process all faxes within 24 hours of receiving them. National holidays and weekends may extend the length of time to respond, however, our aim is 24 hours from receipt of your fax.
Q. How do I refill an order?
A. To refill an order simply call, fax or email Medstore International, quote your previous order number and request that a refill be shipped. Be sure to include your full name, last order number and phone number when ordering refills by phone or fax or email.
Contact numbers:Call Toll Free: 1-866-755-1782
Fax Toll Free: 1-800-420-8226
Q: Do I have to supply a new order form to order again when my refills have run out?
A: No. Your details are held permanently on our secure database. You only need to supply a new prescription when your refills have run out or if you have a change in your medical circumstances or prescription information.
Q: How long will my order take to refill?
A: Refills will take approximately 10-16 days for delivery.
PRESCRIPTION REQUIREMENTSQ. Do I need a prescription to buy your prescription products?
A. Yes – Medstore International requires you to have a prescription before our licensed pharmacy can send you the products listed on this site.
At the end of the ordering process a screen indicating you have completed your order will be displayed showing your order number. Simply fax or email your prescription to us with your order number.
The following conditions must be met and agreed to before any prescription item can be purchased through Medstore International:
- The prescription medication is for personal use
- You complete all required details in the order form
- You supply a prescription from your Doctor
- The prescription medication is not a controlled or scheduled substance (ie: A narcotic product or habit forming product.)
Q: Where do I Fax my prescription?
A: Fax your prescription to: Fax Toll Free: 1-800-420-8226
Q: Do I need a prescription to buy your OTC products?
A: No - a prescription is not required for OTC products.
Q: Is there a limit to the quantity I can order?
A: Yes - Purchase of three months supply is the maximum that can be ordered at any one time for any one product. If your prescription is for more than this then you can purchase those as refills when you want to. You do not have to wait three months before ordering your next three month supply.
Q: Should I include my prescription with my order form?
A: Yes. When faxing in order forms and prescriptions, they should be faxed together. We cannot process or ship the order if one arrives without the other.
We will ship your order when we receive your faxed or emailed prescription, and will ship refills on request.
Fax Toll Free: 1-800-420-8226.
Email: prescription@medstoreinternational.com
Q: Does my doctor need to know I am ordering from Medstore International?
A: No, however one of our pharmacist suppliers may need to phone your doctor for further information or clarification.
Q: Is it possible for my doctor to fill in and send/fax in the order form and prescriptions for me?
A: Yes, your doctor can send in your order form and prescriptions if you wish, or you can do this yourself.
Fax Toll Free: 1-800-420-8226.
Q: Is it possible to supply all of the information required to get my first order through the website?
A: Yes and no. You can supply all of the information required online, in the order form. However you will still be required to fax or email in your prescription(s) before we can ship your order. Please ensure that the writing is clear and legible. This will help avoid delays in the processing and dispatch of your order.
Q: Are online prescriptions available from Medstore International?
A: No! It is not advisable to purchase products from online pharmacies that offer online prescriptions. We do not offer online prescriptions.
Q: I am ordering a prescription for a minor. Do I place the order under my name or under the name of the person who is prescribed the medicine?
A: Complete all the information in the name of the person who will be taking the prescription medication. It is the person's information we need to safely fill their prescription. The only place where your name would appear is under billing information.
Q: Are prescription labels regarded as full prescriptions?
A: No. A copy of the prescription written by your doctor must be sent to us before an order can be processed. If you only have a label, this can be supplied, but your order may be delayed while we check the details of the prescription with either your doctor or the issuing pharmacy before processing your order.
Q. Are the product prices shown on Medstore International in US Dollars?
A. Yes. All product prices shown on Medstore International are in US dollars.
Q. Are there any additional costs when ordering from Medstore International?
A. No, not from MedStore International. All prescription review and dispensing costs are covered in the price of the product. The price you pay will be the price of the product ordered and the US$9.50 freight charge per order. Rarely USA banks may charge a small international transaction fee to your account. If this occurs, please let us know.
Q: Can I use my American insurance plan?
A: Unfortunately foreign insurance plans cannot be accepted. However, an invoice for your order can be provided that may help you with a claim from your insurance company.
Q: What payment options do I have?
A: Visa and Mastercard are accepted for payment.
Q: Do customers receive a bill along with orders and what will be listed on the bill?
A: Yes, you will receive an automatic invoice as an order confirmation when you place your order. The order confirmation is included with your order when it is shipped and will show the products ordered.
Q: Are all Medstore International products less expensive than elsewhere?
A: Discount prescription medicines are usually less expensive from Medstore International.
Q. Do you provide a Delivery Guarantee?
A. Yes - Delivery Guaranteed - or your Money Back provided the delivery details you supplied when ordering were correct. If your order does not arrive by day 21 after shipment your order will be resent at our cost or the amount charged for your order will be refunded.
Q: What are the shipping charges?
A: For ALL orders with a total goods value of over US$200, SHIPPING will be FREE. For orders with a Total Goods value less than US$200, including orders for multiple products, there is a standard $9.50 delivery charge.
Q: How long will my order take?
A: Delivery time varies depending on destination and the postal service load at the time. The standard time for delivery to customers is between 10 and 16 days. Some customers have reported receiving orders in 5-6 days while for others (very few) it has taken up to 25 days. Delivery times can be unpredictably delayed by customs. It is advisable to order 30 days in advance to ensure you receive your medicines when you need them.
Q: How are items delivered?
A: Orders are shipped via International Mail. If you need information about the status of your delivery simply contact us.
Q: Can my family member's order be combined in the same package to help me save on the freight charge?
A: Yes. Members of the same household can combine products ordered in the same package for one shipping charge of $9.50. To have packages shipped together please email us instructions immediately after placing your order informing us of the order numbers to be shipped together. We will then make the necessary adjustment to your charges.
Q: What if my order does not arrive?
A: The risk of orders getting lost in the international mail system is very low (less than 1%). We'll reimburse you in full or resend the order in the unlikely event that your shipment fails to reach you. This applies if your order does not reach you within 21 days of being dispatched.
Q: Do I get charged a shipping charge for each prescription?
A: No. For ALL orders with a total goods value of over US$200, SHIPPING will be FREE. For orders with a total goods value of under US$200, including orders for multiple products, there is a standard US$9.50 delivery charge. The shipping charge applies to each order not each prescription.
Q: Can I return prescription products?
A: Because of the nature of prescription products they cannot be reused once they have been out of the care of the dispensing pharmacist. However, if you are dissatisfied with the products you receive or with the service we provide, we will give you a full refund.
In the event of a defect or damage to a prescription product, it will be exchanged and a replacement shipped.
Q: What if I can't find the product I'm looking for?
A: There may be a number of reasons the discount prescriptions you require may not be listed on our site. For example, the product name may be different to the name you're using. Please contact us by email if you can't find what you're after. We will reply to let you know if we can supply the prescription medication and give you the price. Click Here to contact us by email.
Q: What Prescription medicines do you have available?
A: We can supply any prescription medicine that's available at our supplying pharmacy providing it's not narcotic or habit-forming. For example, you won't find Tylenol #3 or Valium on our site as importation of any narcotic, habit forming or controlled substance is not permitted by the FDA.
Q: Are prescription drugs available through Medstore International safe and effective?
A: All brand name and generic medicines available through Medstore International discount pharmacy are of the highest quality. These products are either sourced from developed western countries (Canada, Western Europe, Australia and New Zealand) where they have complied with a strict international regulatory approval process, or are sourced from manufacturing facilities that have been approved by one of the following respected international regulatory bodies; Food and Drug Administration (FDA), USA; Medicines & Healthcare Products Regulatory Agency (MHRA), UK; Therapeutic Goods Administration (TGA), Australia; Pharmaceutical Inspection Convention (PIC), Germany; World Health Organisation (WHO).
Medications sold by Medstore International undergo rigorous testing and review to verify their identify. potency, purity and stability and to demonstrate that they are safe and effective drugs for their intended use.
Q: Why are some of your product names different and why do they look different to what I usually buy?
A: Sometimes the same multinational pharmaceutical company will sell the same medicine under a different brand name in different countries. This may be to appeal to local market preferences and culture. An example of this is the product Losec, which is named Prilosec in the U.S. Some companies have many manufacturing facilities throughout the world, and each facility may produce the same product with variations in appearance to the others. Sometimes the company that discovers a product will license it to different companies to market in different countries.
For these reasons, the brand name or the packaging or the appearance of the same product may differ according to the country it is sold in. This should be of no concern as the active ingredient in the product will be the same. You can be assured that the products sold on Medstore International are widely used in other western countries.
Q: Are generic drugs as safe and effective as brand drugs?
A: The Medstore International pharmacy sources high quality generic products only from pharmaceutical manufacturers that comply with strict international regulatory standards. Quality control on the production of generic products and brand name products is the same.
Q: Can I decide to have only brand-name products?
A: Yes. The choice is yours by the product selection you make. You are able to maximize your savings by ordering generic products.
Q: Is there a limit to how much I can order?
A: Customers can purchase a maximum of three months personal supply of each of our prescription products. If your physician writes a prescription for more than a 3-month supply then we can fill those as refills when you wish. It is not necessary to wait three months before ordering your next three month supply.
Q: Can I get any product I need from Medstore International?
A: The Medstore International pharmacy has most, but not all prescription drugs.
Q: Can you guarantee the quality of the products shipped?
A: Yes - All medicines listed on Medstore International are shipped from registered pharmacies that we have chosen to work with because of their proven reliability, quality and safety. All products supplied through the Medstore International pharmacies are manufactured according to robust internationally accepted quality standards.
All products have been approved for sale in developed western countries (Canada, Western Europe, Australia and New Zealand), or have been sourced from manufacturers that have been approved by one of the following internationally regarded regulatory agencies - Food and Drug Administration (FDA), USA; Medicines & Healthcare Products Regulatory Agency (MHRA), UK; Therapeutic Goods Administration (TGA), Australia; Pharmaceutical Inspection Convention (PIC), Germany; World Health Organisation (WHO).
Medstore International pharmacies have a successful track record of providing medicines to US and other International customers for over five years.
Q: Where do your drugs come from?
A: Our products are sourced from a reputable, well-established licensed pharmacies located in different countries around the world. All products supplied comply with robust, international manufacturing standards.
Q: How does your site offer cheaper drugs?
A: Medstore International works in partnership with reputable, well-established, licensed pharmacies to provide you with significant savings. Medstore International pharmacies source products from countries where the government regulates the price of medicines through funding agencies. These agencies negotiate the price for manufactured and imported drugs with pharmaceutical companies resulting in reduced prices. The exchange rate for people importing goods from international sources can further enhance savings. The result is discount international drugs.
Q: How much cheaper are your products?
A: Of course the price difference will vary from product to product and country to country. However, Medstore International can offer you significant savings on the same products that you'd buy from your local drug store or Pharmacist while maintaining quality and safety.
Q: Can you give me advice on my medication?
A: No - If you're in any doubt about the product you're considering purchasing, we strongly recommend that you seek the advice of a suitably qualified medical professional. A prescription will need to be faxed to 1-800-420-8226 before your order can be shipped
Q: Can Medstore International pharmacies accept my insurance for the products I order?
A: Your automatic invoice - order confirmation received after placing your order is considered an official invoice for your insurance. Your insurance company may or may not accept our invoice. You should check with your plan administrator in advance to see if they will accept our invoices.
Q: How can I contact you?
A: Either contact us by email at: enquiries@medstoreinternational.com or
Phone our Toll Free number:1-866-755-1782.
POLICIES / SAFETY AND SECURITY
Q: What is the security and privacy policy of Medstore International?
A: Security and privacy of your information is a high priority for Medstore International. We have chosen a company to host our web site that has invested in the lastest technology to protect data from unauthorized use or alteration. In addition, to be able to use the Medstore International service, there are areas in our site where you must provide personal information about yourself. We have developed a privacy policy that takes all reasonable steps to protect and securely manage your information.
For full details of our security and privacy policy, click here.
Q: During the online ordering process - what security technology does Medstore International use to ensure the information I provide is transferred in a safe and secure manner?
A: When placing an order on the Medstore International website SSL security technology is used to ensure your information is provided in a secure environment that is not able to be accessed by anybody other than the staff responsible for processing your order. SSL (secure socket layer) technology was developed by Netscape for transmitting private documents via the internet. SSL uses a cryptographic system that uses two keys to encrypt data - a public key known to everyone and a private or secret key known only to the recipient of the message. By convention, URL's that require an SSL connection start with https: rather than http:
Q: Are my payment information, personal information and prescription details kept confidential?
A: Yes. All information you supply is treated as confidential and will only be seen by those who are responsible for the processing and dispatch of your order. Your personal details are stored in our secure database, and will not be shared with anyone or used for any purposes other than ordering and contacting you.
Q: How can you reassure me that your site is secure and safe?
A: Pharmacy Checker has rated Medstore International with the maximum 5 star rating.
In addition we are members of the Safe Shopping Network. Pharmacy Checker, and the Safe Shopping Network have independently assessed the safety and security of shopping through Medstore International and have all concluded that the Medstore International service is both secure and safe.
Pharmacy Checker enables customers to provide comments about their shopping experience on Medstore International. We believe that providing you with this opportunity to make comment about the quality, safety and service you receive from us is critical to building a trusted long term business relationship.
You can be assured that ordering through Medstore International is secure, safe and reliable.
Q: What are the Terms and Conditions for using this site?
A: The terms and conditions page on the Medstore International website carries important information about the relationship that will exist between you, Medstore International and it's suppliers should you decide to order products through this site. Click here to review this information carefully before ordering because if you do place an order it will be presumed that you have read and accepted the Medstore International Terms and Conditions.
Q: Who has access to the prescription drug information I provide as part of the ordering process?
A: Only persons employed by Medstore International see your prescription drug information. Your prescription drug information is considered confidential and will not be viewed by or shared with anyone outside of or not employed by our online pharmacy.
Q: Is it legal to buy medicines online?
A: The answer to this question can be broken into two parts. The PURCHASE of drugs is governed by the country where the purchase is made, and in our case it's entirely legal for you to purchase from our suppliers country if you have the correct prescription, no matter where you're from. The other issue is whether it's legal for you to IMPORT AND USE the drugs in your country. The laws for this vary from country to country, and we advise you to check your country's legislation.
Q: Will I pay any sales tax on prescription items I am importing from international sources?
A: You will need to check regulations that apply in your country to ensure you will not be liable for sales tax. We have not received any feedback from customers that they have been charged sales tax for any prescription orders dispensed by Medstore International supplying pharmacies.
Didn't find the answer? Please feel free to email us any question or comment you may have : enquiries@medstoreinternational.com
Note: Medstore International.com will require you to supply a prescription for all orders before they can be processed.
Call Toll-Free: 1-866-755-1782
Fax Toll-Free: 1-800-420-8226