Frequently asked questions
Short answers on prescriptions, delivery, tracking, customs, refunds and returns. Each answer shows the PharmEasyBank page it comes from, so you can read the full policy.
Nothing matched. Try a different word, or email your question to us.
The questions we hear most
Ordering and payment
Do I need a prescription?
For most medicines on PharmEasyBank, yes. You upload a scan of your original prescription. Talk to your doctor before you start any new medicine, and tell them about your medical history and anything else you take.
What happens after I place an order?
An order confirmation email is sent straight away. Within 24 hours we contact you about the order. If there is a problem with the order or the payment, we tell you by email.
When will my order be sent?
Most orders are dispatched within 24 to 48 hours, often on the same day. Once your payment is confirmed, we aim to ship that day or the next.
Which currency are prices in?
US dollars (USD). Prices can change, so check the current price before you buy.
How can I save money on my order?
Look out for the discounts and offers that run on the site.
Is my payment information safe?
Your details are protected with SSL encryption before they are sent over the internet. If you choose to save a card, it is stored encrypted in a database that cannot be reached directly from the internet. The site uses Alpha SSL and Sucuri Security.
Can PharmEasyBank cancel my order?
Yes, an order can be refused or cancelled without notice. If that happens, you get a full refund to the card you paid with.
Shipping and delivery
How long does delivery take?
Standard delivery takes 10 to 12 days from dispatch. Every parcel ships with a tracking number.
How much does shipping cost?
Shipping is $25 on orders under $299 and free on orders above $299. You see the fee at checkout before you pay. Parcels go by registered airmail, which needs a signature on delivery.
Can you deliver to my workplace, a PO Box or an APO address?
Yes. We ship to home or work addresses. For a PO Box or APO address, set it as your Primary Shipping Address on your My Account page. The delivery method you choose has to support it.
What if nobody is home to sign for the parcel?
The postal service leaves a notice telling you how to contact your local post office. They keep the parcel for 4 weeks, then send it back to us.
Is the packaging discreet?
Yes. Orders go out in plain recycled boxes or mailers, and your purchase is kept confidential.
Which shipping address is used for my order?
Your most recent shipping address, unless you change it at checkout. Changing the address in your account later does not change orders you have already placed.
Why might my order take longer than expected?
Flights out of India are not always frequent, which can slow things down a little. Import checks, your customs department and the delivery service can also add time, and these are outside our control.
Tracking and customs
How do I track my order?
Your shipping confirmation email includes a tracking number. Enter it on India Post’s international tracking site, which works for every country, or on your local service: USPS (USA), Parcelforce (UK), Australia Post, NZ Post or Russian Post. See how to track your order.
Will I have to pay customs charges?
You may. If your country charges duty on the import, you pay it directly to your customs department.
Why is my parcel stuck in customs?
We ship from India, so your order counts as an import. Customs can hold it for a few days, and in extreme cases up to 3 weeks, before they contact you. If duties are pending, allow an extra 3 to 21 days.
My order is late. When should I contact you?
If it has not arrived within the standard delivery time, wait 7 more days, then contact us. We will check whether it is delayed, held at customs or lost.
The carrier says my parcel is on hold or being returned. What should I do?
Contact us straight away. Shipping problems like this are handled first.
Medicines and safety
Are your medicines generic?
Yes. PharmEasyBank supplies medicines in generic form and does not carry brand-name versions. Tell your doctor, so they prescribe the right medicine and dose.
Is a generic medicine the same as the brand?
A generic must contain the same active ingredients as the original brand-name medicine. It costs less because its maker does not repeat the research, clinical trials and advertising that the brand paid for. See our drug policy.
Where are orders shipped from?
From India. That is why your order goes through customs in your country.
Do you sell narcotics or controlled substances?
No, never.
Can I order medicines to resell?
No. Everything is supplied for personal use only, not for commercial import or export. Import rules differ between countries, and we are not liable for customs or legal action such as seizure.
Can I use the information on your site instead of seeing a doctor?
No. Product and health information on the site is for general reference only. Follow the dose and instructions your healthcare provider gives you, and read the product packaging.
Cancellations, refunds and returns
Can I cancel my order?
Yes. Cancel online on the site or call our helpline on +1 251-332-4105. Please tell us why you are cancelling. See the cancellation policy.
What if a medicine I ordered is out of stock?
If we cannot supply the product or the quantity you ordered, the cancellation policy applies to your order.
What if my parcel is lost?
We reship it or refund you, as long as you contact us within 8 weeks of the ship date. At least 7 days must have passed beyond the standard delivery time, and the address you gave us must be correct. If the address was wrong, you pay for the replacement.
What if my order arrives damaged, late or incomplete?
We either send a new package or give you a full refund, whichever you prefer. If only part of an order arrives, you pay only for what you receive, and the rest is refunded. See our guarantee.
How do I ask for a refund for an order that never came?
Wait 30 days from the dispatch date. If the order still has not arrived and there is no sign it was returned or put on hold, open a support ticket with our refund team.
Can I return a product?
Refunds are possible for products that are unused, unopened and have more than 3 months left before they expire.
I am not happy with a product. What can I do?
Report it to our customer care team. We will try to fix the problem, and if we can’t, we offer a full replacement or a refund.
Privacy and contact
Do you sell my personal data?
No, we do not sell or rent it. We share it only with service providers who help run the site and process orders, when the law requires it, or as part of a business transfer. See our privacy policy.
How can I see, correct or delete my personal data?
Email order@pharmeasybank.com. You can ask for a copy of your data, a correction, deletion or a machine-readable copy, or object to some uses of it.
How can I contact you?
Call +1 251-332-4105 or email order@pharmeasybank.com. We are open Monday to Friday 9 am to 8 pm, Saturday 9 am to 12 pm and Sunday 9 am to 11 am, Indian Standard Time (IST).
Didn't find your answer?
Get in touch and our support team will help. If it is about an order, have your order number to hand.