At Netmeds.com, we are dedicated to providing a seamless shopping experience to all our customers. To help guide you through your online shopping with us, we have compiled a list of frequently asked questions and provided answers below. If you don’t find your question, you are always welcome to contact us and we will get back to you as soon as possible.
Can I know whether your Pharmacy is licensed?
Certainly, we are a licensed pharmacy offering prescription medications online. Our licence number: 3184/MIII/20, 3188/MIII/21, 5509/MIII/20B, 5389/MIII/21-B.
What are your hours of operation?
Our website is open 24 hours a day, 7 days a week. Call Centre support is available from Monday to Saturday, 08:30 am to 09:00 pm IST and on Sunday's From 09:00 am - 05:00 pm IST.
What is your office address and phone number?
Our office address:
No. 1, Lalithapuram Street, Royapettah, Chennai - 600014, Tamilnadu, India
Our telephone number: 72007-12345
How do I contact Pharmacists at Netmeds.com?
To contact our pharmacists online, you can send your questions by using either “Ask Our Pharmacist Your Questions” option available in all the drug information pages or by completing the form in the Contact Us section where “Ask Our Pharmacist Your Questions” should be selected. It’s a free service!
How can I save more at Netmeds.com?
At Netmeds.com, you have quite a few avenues to save on your purchases of any products:
Rewards for You! Netmeds has a Reward Points Programme by which you automatically score points on any of your purchases. Once you have received enough points, you can convert those points into earnings and redeem it on your future orders. You get to see more savings when you shop regularly for all your health products at our one-stop pharma. To know more about our Reward Points program, click here.
Prices Slashed for Your Referrals! Netmeds is pleased to offer you Rs. 250 OFF your order when you refer your family and friends to us. You can learn more about our Refer & Earn programme here.
What are Netmeds.com's Privacy and Security Policies?
At Netmeds.com, your privacy and security are extremely important to us. We are committed to protecting the confidentiality of your personal information (your name, address, email address or credit card information) and we never share them with any other person or company. It is used solely by our authorised personnel to process your order.
Please note that all information provided to us is subject to doctor–patient privilege laws. Being compliant with PCI DSS Level 3, we use the latest electronic security measures and our servers are protected by secure firewalls to prevent unauthorised access to your personal data.
Do you accept any Insurance Plans?
No, we do not accept any insurance plans. However, we can provide invoice and receipt towards your order to claim your insurance. But, in most cases, you will find our low-priced medications to be of great value compared with that of your insurance plan.
What is Netmeds.com’s return and refund policy?
To know about our Return and Refund policy, please click here.
Is it safe to use my credit/debit card at Netmeds.com?
Yes. Netmeds.com uses third-party payment processing services to process all credit/debit card payment transactions. These payment intermediaries are PCI-compliant, which is the most stringent level of certification standard that ensures all cardholders’ data is stored, processed and transmitted securely by using the industry standard encryption technology.
Why is the image shown on the website different from the item I received?
Although we make every effort to ensure product images on our website are identical to the item you receive, occasionally actual product colour may vary from the image shown. We cannot guarantee the accurate representation of the product because not all computer monitors may have the same colour settings. Please note that product image on our site is for illustrative purpose only.
Are medications available at Netmeds.com safe?
Yes. The medications that you purchase at our pharmacy are of the highest quality. The prescription medications we provide are procured from world-class and well-recognised pharmaceutical companies such as GlaxoSmithKline, Pfizer, Wyeth, Merck, Ranbaxy, Dr. Reddy’s, Nicholas Piramal, Sun Pharmacy and other global industry giants. They are manufactured under government supervision, prepackaged in factory-sealed blister packs and untouched by human hands.
Why do the pills I ordered from Netmeds.com look different from those I get from my local pharmacy?
According to the trademark laws, generic pill is not allowed to look exactly like its brand-name version. So the pills (generic version) you received normally will look different from their branded counterparts, even though both contain the same active ingredient(s) and work in the same way exactly.
What is the meaning of Generic Drugs?
Generic Drugs, also known as Generics or Generic Medications, are drugs that are marketed without brand names and are considered identical as their brand-name counterparts in all respects such as strength, dose, active ingredients, intended use, route of administration, efficacy, bioavailability and safety. As required by the CDSCO, India’s regulatory body for pharmaceuticals, Generics must meet the same rigid standards as set for brand-name counterparts.
Is it safe to use Generic Drugs?
Yes, all of our generic drugs are procured from the world-renowned manufacturers and thus our generic products meet rigorous specifications and are strictly regulated for safety, quality and potency. By law, generic drugs must be bio-equivalent to brand-drug counterparts.
What do the following statuses IN STOCK and AVAILABLE on any product page mean?
IN STOCK: This means that the product is currently stocked in our warehouse and is available to be shipped.
AVAILABLE: This means that the product is available to order, but is expected to be in stock and ship in 4 to 5 days.
What information do you need from me to process my order as fast as possible?In order to process your order quickly, we need the following details from you:
- Your billing/shipping information
- Your prescription (required for the order of Prescription medicines).
- Your payment details.
Is there any limit on the number of prescriptions that I can upload?
Yes. A total of 12 prescriptions can only be uploaded in an order. However, you can upload the remaining prescription(s) in a new order.
What forms of payment does Netmeds.com accept for online orders?Netmeds.com accepts the following forms of payment:
- - Credit/debit card
- - Net banking
- - Cash on Delivery (COD)
- - Netmeds NMS Wallet
- - Wallet
What if I can’t find the products/medications I am looking for in your website?
Netmeds.com stocks a wide range of pharmaceuticals and other healthcare products. However, if you do not find what you need, please feel free to contact our pharmacists by emailing to [email protected]. We will get back to you as soon as possible to let you know the availability of the requested medication/products.
Is it possible to buy more than one medication in a single order at Netmeds.com?
Certainly, you can upload as many as 12 prescriptions and place them as a single order at our Pharmacy. You may also combine your prescription medication order with herbal or OTC products.
Are all your product prices quoted in Indian Rupees?
Yes, all product prices quoted in our website are in Indian Rupees.
How is my order packaged?
Netmeds.com takes greatest possible care in packaging your order. Untouched by human hands, your order will be packaged in factory-sealed blister-packs.
Are there any other hidden charges?
No. There are no hidden charges in any of our products.
Does Netmeds.com charge any professional fees on prescription drug orders?
No. Netmeds.com does not charge any additional professional fees on your prescription drug orders. The Pharmacist review charges are already included in the listed prices of our products.
What if I am charged more than the actual price of my prescription drugs?
Prices may fluctuate and in the event that the price of the drug you have purchased is less than the purchase price paid, the difference will be placed in your Netmeds "NMS Wallet", a store-credit account that you can use against future purchases.
Does Netmeds.com deliver products to any location in India?
Yes, we do deliver our products to any address in India.
How long will it take to deliver my order?
Delivery times may vary depending on the delivery location as well as the type of product you order.
What are your delivery charges?Following are Netmeds.com delivery charges:
Order Value Delivery Charge Up to Rs. 149.99 Rs. 50 Rs. 150 – Rs. 499.99 Rs. 25 Over Rs. 500 FREE Shipping
Note : Delivery charges quoted above are applicable on ALL Orders at Netmeds.com.
What is Cash on Delivery (COD)?
- Cash on Delivery (COD) is a payment method by which you can pay for your ordered item(s) in cash when the courier company delivers the item(s) to you at your delivery address.
- Don't own a credit/debit card? Or don't wish to pay online? Rather than making any advance online payment, Netmeds' COD option gives you the flexibility to pay the complete order amount on delivery.
What are the charges for Cash-on-Delivery (COD) payment method?
COD orders are not charged for any order value.
How do I pay by Cash on Delivery (COD) method?Payment by COD option is easy. Just follow these simple steps:
- In the website, select the products you need to purchase, add them to your cart and then in the Payment & Order Review page, select Cash on Delivery (COD) as your payment method.
- Click the “COMPLETE PURCHASE” button. Once the approval is done, your order will be dispatched.
- Once the courier agent delivers the order, you will have to pay him the complete order amount in cash.
What are the terms and conditions for the Netmeds COD payment option?Terms & Conditions for COD payment:
- The minimum order value for payment through COD is Rs.60.
- COD is available for orders of less than Rs. 5,000 only.
- COD charges are in addition to the standard delivery charges.
- Only Indian Rupee is accepted in the COD payment method.
- Payment through credit/debit cards, DD, cheque or any other means is NOT accepted in the COD payment. COD is strictly a cash-only payment method.
- COD orders that are not confirmed will be automatically voided in 48 hours.
- Any items can be ordered through a COD transaction.
- The COD option is available for selected locations only.
- Please note that if your pincode is not part of the COD serviceable pincode list, then the COD option will not appear in the Payment & Order Review page.
- In a COD transaction, if you use any discount coupon, the discount will be applicable solely on item price only, excluding COD charges.
- The original Shipping charges are not refundable except in the event of our error.
- Do remember to quote your order ID in all of your correspondence.
- Netmeds reserves the right to end or make amends in the COD mode of payment at any time.
What type of freight is used to ship my order containing liquid products?
Any parcel containing liquid products will be shipped only via road/rail transport. In such cases, please note that delivery can take from 5 to 7 additional working days, depending on your exact location.
How do I know if my order has been shipped?
You’ll get email confirmation of your order along with tracking details and you can always login to your account and track status. If the status of your order appears as “In Transit”, your order has been shipped. You can also get information regarding your shipment by calling our Customer Service number: 72007-12345.
How will I know the status of my order?
You can check your current order status by simply logging into your account. This lets you track your order in real time. Alternatively, you may check the status of your order by calling our Customer Service number: 72007-12345.
How do I cancel my order?
If you wish to cancel your order, you can send an email request to [email protected]. Please note that in case your order has already been charged or delivered, we cannot cancel it.
Is it possible to cancel my order after it has been charged?
No, you cannot cancel your order once your payment has been processed.
Can I change my delivery address after I have placed my order?
If your order has not been shipped yet, then we can deliver to a different address as per your request. To know further, you can contact us via the online chat or call at 72007-12345 or email to [email protected].
How is my order packaged?
Netmeds.com takes greatest possible care in packaging your order. Untouched by human hands, your order will be packaged in factory-sealed blister/strip packaging.
How will my order be delivered?
Your order will be delivered by EMS or Courier, depending on your pincode.
Customer Service Questions
How do I reach Customer Service?Customer service is available by phone, at 72007 12345, by email to [email protected], by opening the Contact Us form on the web site, or by opening a “chat” session. If you choose to call by phone, our intelligent Interactive Voice Response will be able to answer many of your questions without waiting for a live agent. Likewise, a chat session may be handled by Neddy, our smart bot, which can also answer most of your order related questions. Email will be replied to within 12 hours.
What if my product is damaged, wrong or missing?
What if I am not happy with your Customer Service response?We satisfied nearly all of our customers, in fact, more than 99%, at the agent level but there are rare occasions when the intervention of a higher authority is required. If you feel this is one of those occasions, our Escalation Matrix allows you to email [email protected]. If, in the highly unlikely event that the Escalation Team doesn’t fix the problem to your satisfaction, you may then file a “grievance” with Mr. Ronald Martin, our registered Grievance Officer. He can be reached at [email protected]and his complete contact details are available in our Terms & Conditions, Section 24.
NOTE: To escalate to either Escalation Team or Grievance Officer you must include the Ticket Number issued through previous contact with CS normal channels.
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