Q: How do I check my order status?
A: Click on "MY ACCOUNT", then click on the button "Order History". To view the status history, comments and tracking data of an order click on "View Details". You can print an Invoice by clicking on "Print Invoice" on the Order details page.

Q: What does "PENDING" mean?
A: Your order is either awaiting verification or credit card processing.

Q: What does "CONFIRMING ORDER" mean?
A: We have contacted you by e-mail with questions regarding your order. We are awaiting your reply so we can continue processing your order.

Q: What does "PROCESSING" mean?
A: Once your credit card has been authorized, your order status will be "PROCESSING". The order is awaiting dispatch.

Q: What does "SHIPPED" mean?
A: Your payment has been received and we have shipped your order. Orders can not be cancelled or returned once your credit card was charged. All sales are final and non-refundable.

Q: What does "RECEIVED" mean?
A: After your order has shipped, you have kindly notified us that your order has arrived. We will set your status to "RECEIVED". This helps us to estimate average shipping time for other customers. It also shows us at a later stage that you are a honest customer and it might influence our decision to re-ship an order to you in the event where a subsequent order does not arrive.

Q: What does "REJECTED" mean?
A: e-Pharma24.com reserve the right to deny service at our own discretion and without any reason. An example would be if we have requested a fax confirmation of your order or any supporting documentation and you were unable to supply us with the information. Another example might be if we can not contact you by e-mail on the address you provided. We also take part in a global loss prevention Blacklist project. If your details match an entry in the blacklist, we can not accept orders from you.

Q: My order history is showing more than one shipping date, why is that?
A: There is only one shipping date for each order, that date where your order history has the comment "Shipped on (DATE) from (COUNTRY)". After the order was shipped, there might be new entries to your order history, the status would have remained unchanged "shipped". An example would be an entry for your tracking number.

Q: My order history is showing "CNS", what does that mean?
A: CNS is an internal entry only, it means that you have contacted us on this date to enquire about your order status.


Shipping Questions


Q: How do you ship? What carrier is used?
A: We ship daily Mondays - Fridays from various locations. Orders received on weekends will be shipped the following business day. We use registered airmail and the goods will be delivered to you by the postal service. A signature will be required unless you have previously ordered from us and made arrangements with our Customer Service staff to receive your order without signature required.

Q: How much do you charge for shipping and handling?
A: There is a flat handling fee of $10 USD per order and an additional $10 USD per item ordered. If you order one item, you would pay $20, for two items $30.

Q: Can you "overnight" my order?
A: Overnight delivery is not possible.

Q: Can you use FedEx/DHL or UPS for my order?
A: No products can be shipped by FedEx or other Couriers at present.

Q: Do I receive the tablets in the original blisters and box or only the tablets, how are they packaged?
A: All products ship in their original blisters and we include the cardboard box (No box for DHL orders), unless you specifically select or request that we send you only the tablets. There are exceptions: Xanax XR (Pharmacia), the time release Xanax and Revez will not ship in blisters but you only receive the tablets hygienically repacked.

Q: How long will it take until I get my order?
A: It depends on where you are and what you order. Customer Service will give you details by e-mail once your order has been processed. As an approximate guide, 10 - 20 days will work for most countries inlcuding the USA. These are estimates only, we cannot be more specific as we do not have control over the efficiency of the postal service. Please only contact us if your order has not arrived 30 days from the shipping date found in your order history (found when logging into your account).

Q: Where do you ship from? I am concerned about receiving orders from certain countries.
A: We ship from various locations.

Q: What does your "shipping guarantee" mean?
A: If your order has not arrived after 30 days, please contact us and we will investigate and track the shipment. We will offer you, at our sole discretion, one of the following options: Full refund, free-reshipment or account credit. Which option is offered to you will be determined after consulting with you and in accordance with your previous order history and our loss prevention guidelines. We welcome your feedback after your order arrived to let us know that you received it, it allows us to better estimate the average shipping time to other customers.

Q: Do you ship to the UK / Canada / Europe?
A: Yes, we can ship all our medications worldwide.

Q: What happens if I am not home to sign for my order?
A: The delivery person will leave a slip or card at your delivery address and you can pick your order up from the post office that is servicing your area or in some cases arrange re-delivery. If you have not been notified, you may ask the post office whether there is an item waiting for you. Orders returned or rejected will NOT be received by us, do not return any medications, they would be lost and you will not receive a refund.

Billing Questions


Q: What payment methods are accepted?
A: We only accept VISA Credit Card. We do not accept other forms of payment at this time.

Q: What will appear on my card statement?
A: Charges from us will appear under various discreet names on your credit card statement, you will be informed in your order confirmation e-mail of the exact name. If you have any doubt, contact us first! Charges are non-refundable. Disputed charges will be collected including all reversal fees by our debt collection contractors.

Q: My card declined and the reason was "blocked", why is my card blocked?
A: Our bank does not accept certain card or cards issued in certain countries or by certain banks to prevent fraud. For example if your VISA or MasterCard was issued by the Capital One bank, it would not be accepted.

Q: The amount billed to my card was different to the amount on my order. Why?
A: In some cases, your card might be processed in a different currency and due to conversion rates the EURO amount you see on your card statement might be slightly lower or higher than the amount shown on the order, we try everything possible so the amount is not higher, but we can not predict the fee your bank might charge you.

Q: How secure is ordering from the Internet?
A: For your security we are using SSL Encryption (Secure Socket Layer). This technology encrypts all communication between the sites secured pages and your computer making it safe to submit personal and credit card information. We have chosen to use 128bit (stronger) encryption. This simply means that we are using one of the best, most secured encryption currently available.

Q: Your privacy policy covers the issue of fraud. How is fraud defined?
A: Fraud is defined by some of but not limited to the following scenarios: a) Non-payment of shipped orders b) using a third party credit card without cardholders consent c) writing bad checks d) canceling checks for shipped orders d) providing false contact information e) requesting charge-back or reversal of credit card charges for orders that have been duly referred by us and shipped.

Q: When my Card Hill be Debited?
A: The Card will be debited at the moment of placing the Order.

Product Questions


Q: I need some products that are not shown on your site. Can you get them for me?
A: Possibly yes, please email support@e-Pharma24.com with the details of the drug name and preferred brand name and the mg amount you need or use our "Suggest a Product" feature. We will notify you be email once we have added the product to our web site so that you can place your order. Please note that we do not currently offer Hydrocodone, Ritalin, Pholcodine or Dihydrocodeine.

Q: You offer brand name medicines and generics. Are generics of the same quality as the original brand name product?
A: Generics are usually of the same quality as the original but they are manufactured by a different company and will cost less. In most cases, we provide both, the originals and the generics and you may choose your preferred option.

Q: The medication I have received looks slightly different to what I used to buy, whats wrong with it?
A: We source our products in various countries, you will find that the manufacturers market differently in each country and as an example, American 10mg Valium from Roche is blue and has a "V" in the middle. European 10mg Valium from Roche is round and blue and does not have a "V" in the middle. Please always take a close look at the product picture before you place an order, you will get what you see on the picture, we show the box and the tablets. .

Q: What is your policy on product substitution?
A: If you have ordered brand name product, and we run out of stock or there is any problem with your order, we will not substitute. We will contact you. If you have ordered generic product and there is a problem or we sold out of the generics, we will upgrade to brand name product free of charge. For example, if you order generic diazepam and we are out of stock, we will charge you the lower price of diazepam but ship Roche Valium at no extra cost.


General Questions


Q: Who or what is e-Pharma24.com?
A:e-Pharma24.com is an online pharmacy dedicated to giving you convenient access to your pharmaceutical needs with minimum hassle and at reasonable prices. e-Pharma24.com not only want to get your business, but keep your business. e-Pharma24.com does not advocate the use of any particular drug. We are in the business of ensuring that you have access to the drugs your physician has advised you to take. We handle customer service and billing and negotiate with overseas pharmacies to ensure your satisfaction. We aim to respond to all customer queries in less than 12 hours, 24 x 7 x 365 and provide shipping guarantee to give you peace of mind.

Q: Is it legal to order prescription drugs over the Internet?
A: e-Pharma24.com does not offer legal advice. In most countries it is legal to order medicine online if the quantity in the shipment you are receiving does not exceed a 90 day supply for personal medical use and you are under the supervision of a physician. Please verify local regulations before placing an order. Where a prescription is required, we will require the prescription to be faxed to us. If you do not have a prescription, we may be able to refer you to a physician who can visit you or do an online or telephone consultation with you and then issue a prescription.

Q: How does the order process work?
A: After submitting your order successfully, we will process your order internally. You can see the status of your order until it has been shipped in your order details after logging in. You can check up on the status of your last ten orders by logging in to the website with your e-mail address and password.

Q: Do I have to have a prescription?
A: During the check-out process, we ask you to complete a health questionnaire. This data will be used by a local physician to evaluate whether our partner pharmacy can fill your order. The prescription will then be archived at the partner pharmacy. We do not ship copies of the prescription with your order.

Q: Do you accept insurance?
A: No, we can not accept insurance.

Q: My order was rejected because I am blacklisted, what is this and how do I get off the list?
A: One of the participating pharmacies has added your details to the blacklist, for example if you disputed a payment, threatened to dispute a payment or reported unusual losses to your address. You might be able to get off the blacklist by paying money owed to the pharmacy that added you to the list.

Q: If I create an account / login with your site, do you charge a membership fee?
A: No, we do not charge for or offer any type of membership. The only time we charge your credit card is if you submit an order.

Q: Where are you located?
A: Our head office is located at Portland House, Glacis Road, Gibraltar. We source our medication from reputable wholesalers and manufacturers around the world. All our products are made by respectable pharmaceutical companies and are shipped in original packaging.

Q: Do you offer automatic refills?
A: No, we do not offer automatic refills. If you wish to order again, please place a new order through our web site.

Q: Is your LIVE Chat available 24 hours?
A: Our customer service representatives attend the LIVE Chat whenever the workload of e-mail support calls allows this. The times the LIVE Chat is attended may be infrequent based on the general amount of enquiries they are attending to.

Q: I am having technical difficulties with your website or reaching customer service.
A: Some ISPs are filtering e-mail from our help-desk system. If you do not get correspondence from us upon placing your order or sending an e-mail enquiry, check your "spam filter" settings on your e-mail account and try e-mailing customer service from an alternative address. Customer service can be e-mailed from the contact us page on this web site. Alternatively you can try to contact customer service via the yellow live help button at the bottom of our homepage.