FREQUENTLY ASKED QUESTIONS

To order a prescription medicine, you must first sign in to your Dr. Med Pharmacy account.

You can submit your prescription in either of the following ways:

• From the prescription medicine’s product page, select “Upload prescription to unlock.”

• Go directly to the Upload Prescription page and select the prescription medicine or medicines you want to have reviewed.

Upload a clear photo or PDF of your valid prescription and provide the required prescription details. Your prescription will then be submitted to our pharmacy team for review.

While your prescription is under review, the selected prescription medicine or medicines will remain unavailable for purchase.

If your prescription is approved, the approved medicine or medicines will be unlocked and you can add them to your cart, select the appropriate quantity, and proceed to checkout and payment.

If your prescription is partially approved, only the medicines that have been approved will be unlocked for purchase. Any medicine that has not been approved will remain unavailable until the required prescription review is completed and approval is granted.

If your prescription needs clarification, you may be asked to provide additional information or upload an updated prescription.

If your prescription is rejected, the affected medicine will remain unavailable for purchase. You will need to upload an updated or valid prescription and submit it for pharmacist review again before the medicine can be ordered.

Approval applies only to the prescription medicine or medicines included in the prescription request and approved after review.

After you submit your prescription, it is sent to our pharmacy team for review.

Your prescription may have one of the following outcomes:

Under Review — Your prescription has been received and is being reviewed. The selected prescription medicine or medicines cannot yet be purchased.

Approved — Your prescription has been accepted for the applicable medicine or medicines. The approved prescription medicine or medicines will be unlocked so you can add them to your cart and proceed with your order.

Partially Approved — If your prescription was submitted for multiple prescription medicines, some medicines may be approved while others are not. You may purchase the medicines that have been approved. Any medicine that has not been approved will remain unavailable for purchase unless the required prescription review is completed and approval is granted.

Needs Clarification — Additional information or an updated prescription may be required before a decision can be made. Follow the instructions provided and submit the requested information for review.

Rejected — The submitted prescription cannot be approved for the affected medicine or medicines. Those medicines will remain unavailable for purchase. You will need to submit an updated or valid prescription for another review if you still wish to order them.

You can access your prescription information through My Prescriptions in your Dr. Med Pharmacy account.

Your uploaded prescription should be clear, readable, and valid. It should clearly show the required information, including:

• Patient’s name, age, and address

• Doctor’s name

• Doctor’s contact number or numbers

• Doctor’s license number

• Doctor’s signature

• Date of issuance

Upload a clear photo or PDF in which the prescription details can be properly reviewed by our pharmacy team.

Incomplete, unclear, invalid, or insufficient prescription information may require clarification or may prevent the prescription from being approved.

If your prescription needs clarification, review the information requested by the pharmacy team and provide the necessary details or upload an updated prescription.

If your prescription is rejected, the affected prescription medicine will remain unavailable for purchase. If you still wish to order the medicine, you must submit an updated or valid prescription for pharmacist review again.

If a prescription request covering multiple medicines is partially approved, you may proceed with the medicines that have been approved. Any medicine that has not been approved will remain unavailable until the required prescription action is completed and approval is granted.

Submitting another prescription does not automatically approve the medicine. The new submission must still undergo pharmacist review before the medicine can be unlocked for purchase.

Yes, if your valid prescription covers more than one prescription medicine, you can select the relevant medicines when submitting your prescription through Dr. Med Pharmacy.

Only select medicines that are actually covered by the prescription you are uploading. Each selected medicine remains subject to pharmacist review and approval before it can be purchased.

The medicines included in the same prescription request may receive different review outcomes. For example, some medicines may be approved while others are not, resulting in a Partially Approved prescription request.

If this happens, you may purchase the approved medicines. Medicines that have not been approved will remain unavailable until the required prescription review is completed and approval is granted.

Approval of one medicine should not be interpreted as automatic approval of the other medicines included in the same prescription request.

No. Under the normal Dr. Med Pharmacy ordering flow, the Add to Cart option for a prescription medicine remains unavailable until your prescription has been approved for that medicine.

If your prescription is still under review, requires clarification, or has been rejected for that medicine, you will need to wait for approval or complete the required prescription action before the medicine can be purchased.

For a Partially Approved prescription request, only the medicines that have been approved will become available to add to your cart. Medicines that are still unapproved will remain unavailable.

Once a medicine is approved, it will be unlocked and you can add it to your cart.

You can purchase eligible non-prescription products without creating an account using guest checkout.

However, an account is required when purchasing prescription medicines because your prescription files, pharmacist review, and prescription approvals must be securely linked to your Dr. Med Pharmacy account.

If your cart contains a prescription medicine, you must sign in and obtain the required prescription approval before you can proceed with the prescription order.

Use the Track Order option on Dr. Med Pharmacy to check the status of your order.

Make sure you enter the required order information correctly. If you are unable to locate your order or believe there is a problem with the delivery, contact our customer support team through the Contact Us page and provide your order number and the details of your concern.

For assistance, visit our Contact Us page and send us a message using the contact form.

You will be asked to provide your name, email address, inquiry type, and message. A phone number may also be provided but is optional. Please select the inquiry type that best matches your concern so our team can assist you appropriately.

You can contact us regarding:

• General inquiries

• Product inquiries

• Order and delivery concerns

• Prescription orders

• Senior Citizen or PWD discounts

• Logistics concerns

If an official email address or phone number is displayed on the Contact Us page, you may also use those channels to reach us. Available business address, telephone numbers, email address, and operating hours are displayed there when configured.

For concerns about an existing order, please include your order number and relevant details in your message whenever possible so our team can identify your order more efficiently.

For medical emergencies or urgent health concerns, please contact a licensed healthcare provider or appropriate emergency service. The Dr. Med Pharmacy customer support channel is not intended for emergency medical assistance.

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