FAQ

HOW DO I CHECK MY ORDER STATUS?

Log into your "MY ACCOUNT", then click on the button "Order History" to view the status history, and comments of an order click on "View Details".

WHAT DOES "PENDING" MEAN?

Your order is either awaiting verification or credit card processing. Your order will be processed within next 24hs after placing it.
If you do not receive your payment confirmation after 48hs, please contact us in order to check if there is not any processing issues.

WHAT DOES THE "PAYMENT CONFIRMATION E-MAIL" MEANS?

Payment confirmation e-mail informs you that your payment was processed successfully, this means your money has been taken from your account and that your order will be shipped within the following 24hrs.
Also note that in this e-mail you will be informed about the "billing descriptor" that will appear in your credit card statement for this charge.

WHAT DOES "IN PROCESS OF SHIPMENT” MEANS?

Once your credit card has been authorized, your order status will be moved to "IN PROCESS OF SHIPMENT" until your order is shipped. 
Your order could remain in this status up to 24 business hours.

WHAT DOES "SHIPPED" MEAN?

This means your order has been shipped. You will be receiving your order in the estimated time frame for arrival. Orders can nor be cancelled once it has been shipped.

WHAT DOES "DELIVERED" MEAN?

After your order has been received,would kindly appreciate if you can let us know.. We will set your status to "DELIVERED". 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.

WHAT DOES "NOT PROCESS" MEAN?

Healthmartpharma.eu reserves the right to deny service at our own discretion and without any reason. SOME REASONS COULD BE:
- The product you ordered is not allowed to be delivered in your country.
- Another example might be if we cannot contact you by e-mail on the address you provided or if you place an order under your name and put another card holder details to pay for the order. In that case you can either resubmit a new order, or tell the account holder to call us an authorize to charge his/her card for your order. 
- Your order was placed with an IP which is not corresponding to your local area.

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.

WHAT DOES " DECLINED" MEAN?

This means that we tried to proceed with the charge with the credit card provided and your bank denied the transaction.
It could be for different reasons:
- There were not enough funds in your account
- You did not completed with the correct card information ( name as printed in the card, card number, expiration date, security code)
- Your bank needs prior authorization from the account holder in order to release the payment. As this is an international transaction, they might want to verify you are allowing the charge. 
In these cases, do not hesitate in contacting us, and we will be glad to help you.

MY ORDER HISTORY IS SHOWING MORE THAN ONE SHIPPING DATE, WHY IS THAT?

There is only one shipping date for each order, that date where your order history has the comment "Shipped on (DATE)". After the order was shipped, there might be new entries to your order history, in case your order was reshipped for any reason.

HOW DO YOU SHIP? WHAT CARRIER IS USED?

We ship daily! Mondays to Fridays from various locations (usually United Kingdom and India). Orders received on weekends will be shipped the following business day. We usually ship USPS (united States Postal Service) and they will deliver your order in your front door. A signature will be usually required.

HOW MUCH DO YOU CHARGE FOR SHIPPING AND HANDLING?

It will depend on the shipping option you select at the moment of purchasing. Also it will depend on how many products you order. There is a flat shipping and handling fee of $40 USD per one product, and an additional $20 USD per every extra item ordered. If you ordered only one item, then you would be paying $40.

CAN YOU "OVERNIGHT" MY ORDER?

Overnight delivery is not possible. OUR DELIVERY TIME FRAME IS USUALLY 10 TO 14 BUSSINESS DAYS unless is punctually specified.

CAN YOU USE FEDEX/DHL OR UPS FOR MY ORDER?

Unfortunately, no products can be shipped by FedEx or UPS at the present.

DO I RECEIVE THE TABLETS IN THE ORIGINAL BLISTERS AND BOX OR ONLY THE TABLETS? HOW ARE THEY PACKAGED?

Most products are shiped in their original blisters, but depending on the product sometimes it could also arrive in a bottle or loose inside a bubble bag.

HOW LONG WILL IT TAKE UNTIL I GET MY ORDER?

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).

WHERE DO YOU SHIP FROM?

We ship from various locations.

WHAT DOES YOUR "SHIPPING GUARANTEE" MEAN?

If your order has not arrived after 20 days, please contact us and we will investigate and track the shipment. We will offer you, 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.

DO YOU SHIP TO THE UK / CANADA / EUROPE?

Yes, we can ship all our medications worldwide.

WHAT HAPPENS IF I AM NOT HOME TO SIGN FOR MY ORDER?

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.

WHAT PAYMENT METHODS ARE ACCEPTED?

We accept American Express, Visa and MasterCard . Please let us know in case you prefer to pay through Bank Tranfer (only for orders over USD 400.00) in order we can give you directions on how to proceed.

WHAT WILL APPEAR ON MY CARD STATEMENT?

Charges from us will appear under various discreet names on your credit card statement, you will be informed in your payment confirmation e-mail about the exact name that will appear for the charge. If you have any doubt, do not hesitate in contacting us first by emailing us or at customer service phone assistance number you will find in our website home page!.

THE AMOUNT BILLED TO MY CARD WAS DIFFERENT TO THE AMOUNT ON MY ORDER. WHY?

In some cases, your card might be processed in a different currency and due to conversion rates the amount you see on your credit card statement might be slightly lower or higher than the amount shown on the order.

HOW SECURE IS ORDERING FROM THE INTERNET?

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. 

I NEED SOME PRODUCTS THAT ARE NOT SHOWN ON YOUR SITE. CAN YOU GET THEM FOR ME?

Possibly yes, please email us to [email protected] with the details of the drug name, preferred brand name, the mg and quantity you need.
We will notify you by email the availability of the required product within the following 24hs.

YOU OFFER BRAND NAME MEDICINES AND GENERICS. ARE GENERICS OF THE SAME QUALITY AS THE ORIGINAL BRAND NAME PRODUCT?

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. 

THE MEDICATION I HAVE RECEIVED LOOKS SLIGHTLY DIFFERENT TO WHAT I USED TO BUY, WHATS WRONG WITH IT?

As we source our products in various countries, you will find that the manufacturers market differently in each country. The pictures showing in our website it is just an example of that product.
Anyway, you should note that ALL of our products are excellent quality despite of different colors and shapes they might have.

IS IT LEGAL TO ORDER PRESCRIPTION DRUGS OVER THE INTERNET?

Healthmartpharma.eu 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. 

HOW DOES THE ORDER PROCESS WORK?

After submitting your order, You will receive an order confirmation in your e-mail account, confirming your order number. Please note that if you do not receive this confirmation (check in your spam/junk inbox first) , then probably your order has not been placed correctly. In that case, do not hesitate in contacting our customer service support for assistance. After the order has been correctly placed, we will proceed to process your order internally. You will be able to see the status of your order at any moment, until it has been shipped in your My account section after you log in. You can check up on the status of your last ten orders. 

DO YOU ACCEPT INSURANCE?

No, we cannot accept insurance. 

MY ORDER WAS REJECTED BECAUSE I AM BLACKLISTED, WHAT IS THIS AND HOW DO I GET OFF THE LIST?

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.

IF I CREATE AN ACCOUNT / LOGIN WITH YOUR SITE, DO YOU CHARGE A MEMBERSHIP FEE?

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. 

IS YOUR LIVE CHAT AVAILABLE 24 HOURS?

Our customer service representatives attend the LIVE Chat Mon to Fri during business hours, local time. 

I AM HAVING TECHNICAL DIFFICULTIES WITH YOUR WEBSITE OR REACHING CUSTOMER SERVICE.

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. Also you can call us directly at the phone number showing in our homepage and we will be glad to take your order manually by phone or attend your concerns .