FAQ

Cancellation Policy

1. DoctorOnCall reserves the right to cancel any orders if the product is unavailable for any reason and/or if the medicine is deemed unsuitable by our doctor upon consultation. In such cases, DoctorOnCall will promptly notify the Customer and initiate a refund for any payment made. Refunds will be credited to the Customer’s credit card or bank account, depending on the processing time of the Customer’s financial institution.
2. Once an order has been picked and packed by DoctorOnCall, the Customer is not allowed to cancel the order.
3. To ensure the safety and legality of transactions involving prescription medication, DoctorOnCall requires a doctor’s consultation and a valid prescription before processing orders containing such medication. If the Customer is unresponsive or unable to complete the necessary consultation after five (5) attempts within two (2) working days, DoctorOnCall reserves the right to cancel the order. A cancellation notification will be promptly sent to the Customer’s registered email address.
4. Please note that in accordance with our cancellation policy, we may require specific customer information to facilitate a refund process smoothly. A request will be sent to the customer’s registered email address. It is imperative that the Customer responds to this email in order for us to complete the refund. Failure to provide the necessary information may result in the refund process being delayed or pending.

Return/Refund Policy

1. Acceptable Reasons for Return and/or Exchange:

We understand that certain circumstances may require you to return or exchange a product. Returns and exchanges are eligible under the following conditions:

1. If the Product was delivered in a damaged or defective condition; or
2. If the Product has expired or is nearing expiry (less than 6 months); or
3. If the product delivered is incorrect from what was ordered

2. Unacceptable Reasons for Return and/or Exchange:

1. Change of Mind: We do not accept returns or exchanges for reasons related to a change of mind. Please ensure that you carefully review your order before confirming the purchase.

3. Return/Exchange Process:

a. The Customer shall examine the Product(s) immediately upon receiving for any deficiencies and/or damages.

b. Should the Customer meet the criteria of Clause 1 of the return and/or exchange criteria stated above, the Customer will need to contact our customer service via WhatsApp +60 10-215 1669 within one (1) day of receiving the product. DoctorOnCall reserves the right to reject the request for return and/ or exchange if not notified by the Customer within one (1) day of receiving the product.

c. Our customer service team will review your request and notify you of its approval. If approved, you will receive instructions on how to return/exchange the Product.

d. Upon approval of the Return and/ or Exchange request, the Customer is to deliver the affected Product back to the address of the vendor as stated on the parcel received

4. The affected Products MUST be returned in its new, unused, original condition, with quantity and packaging delivered to Customer.

5. For rehab products, wheelchairs, electronic products, and medical devices, all products must be returned in its original packaging with cables, accessories, and documentation including manuals and warranty card intact.

6. Failure to return the Product as described in clause 4 and 5 will result in a cancellation of the return and/ or exchange request, and any fees incurred in delivering the package back to the Customer will be borne by the Customer.

7. The return of a Product by a Customer does not automatically warrant for an exchange or refund. DoctorOnCall will inspect the returned Products upon receipt of the same. If the conditions in clause No. 4 and 5 of this Return and/ or Exchange Policy have been fulfilled, refunds/ exchanges will be made to the Customer, and the Customer will be reimbursed by DoctorOnCall for any courier charges incurred in returning of the Products. A courier payment slip is to be furnished to DoctorOnCall for the purpose of reimbursement.

8. All replacements or exchange of Products shall be effected subject to stock availability. If a Product which was ordered and invoiced is not included in the delivery, DoctorOnCall shall either refund the Customer the value of that Product, or replace the ordered Product.

9. If any Product which was not included in the Customer’s Order is delivered to the Customer, DoctorOnCall shall collect the Product from the Customer. If a Customer is charged more than the value of a Product as displayed on the site when the Customer makes its Order, DoctorOnCall shall refund to the Customer the difference.

10. All refunds will be made via the same mode of payment within 2 months. Customer’s receipt of the refund will depend on the period of time the selected financial institution takes to finalise the refund. DoctorOnCall shall not be liable with respect to any loss, damage, cost or expense that the Customer or any person may incur as a result of any delay in the financial institution processing of the said refund.

Failed Local Delivery Attempts

1. Our delivery partners will attempt to deliver the parcel with a maximum of 3 attempts if the first delivery is unsuccessful.

Failed delivery could be due to and not limited to the following reasons:-

• Unable to contact customer
• Unable to identify the customer at the delivery location
• Address provided by customer is incomplete or invalid
• Address provided by customer is inaccessible
• Other factors that cannot be controlled such as natural disasters, epidemics, riots, states of war, terrorism etc.

2. Failed delivery on the 3rd attempt will result in the parcel being delivered back to our fulfilment centres.
3. Nonetheless, if customers are successfully contacted and would like the parcels to be resent, a flat delivery fee of RM5 will be imposed on the customers.

International Orders Shipping and Refund Policy:

Customs Restrictions:

If an order is delayed or stuck in customs due to local regulations, DoctorOnCall is not liable for the delay, and no refund will be issued. It is the responsibility of the customer to be aware of and comply with local customs regulations.

Checking Local Customs Regulations:

We strongly advise customers to check their local customs regulations before placing an order. It is the customer’s responsibility to ensure that the products they intend to purchase comply with the import regulations of their respective countries. DoctorOnCall is not responsible for any issues arising from non-compliance with local customs regulations.

Special Note for International Shipments from Malaysia to Singapore

1. Customs duties and taxes for international shipments may vary based on the destination country’s regulations. In order to minimize potential delays or complications at customs, our customer service team may contact you to discuss the possibility of splitting the package if the total shipment value to Singapore exceeds the taxable value of SGD400.
2. While our team will make every effort to assist customers in ensuring a smooth shipment process, please note that this does not guarantee that your package will not be held at customs. In the event that your package is delayed at customs, you are required to clear the customs fees, and we cannot be held liable for any resulting delays. No returns or refunds will be allowed if an order is delayed due to customs regulations.
3. Customers are responsible for any additional shipping charges that may arise from order splitting, provided the customer agrees to the split. Customers whose orders meet the specified threshold will be notified via email about the order splitting. Each shipment will be assigned a unique tracking number for reference.

Same Day Delivery Information:

We’re pleased to offer you same-day delivery services for select products within our coverage zone. Here are some important details about our same-day delivery mechanics:

Service Coverage:

Same-day delivery is available for addresses within the specified postcodes listed below:

Special Cases:

For orders requiring a doctor’s consultation before delivery, please note that delivery can only be completed after the consultation is conducted and approved.

Delivery Timeframe:

Once your order is confirmed, you can expect your same-day delivery items to arrive within 4 to 6 hours of placing the order, subject to availability and operational constraints.

Order Placement Deadline:

Orders placed before 12:00 PM (noon) will be scheduled for same-day delivery. Orders placed after 12:00 PM (noon) will automatically be scheduled for delivery the following day.

Mixed Orders:

Same-day delivery is only available for selected products showing the same-day delivery label. If your order contains a mix of same-day delivery items and other items, those labeled for same-day delivery will be shipped on the same day, while non-labeled items will be shipped via standard delivery. Please ensure you choose the same-day delivery option at checkout for eligible items to be shipped on the same day.

Public Holidays and Sundays:

For orders placed when the next day is a public holiday or Sunday, delivery will be scheduled for the next available working day.

We strive to provide you with a seamless shopping experience and prompt delivery service. If you have any questions or require further assistance, please don’t hesitate to reach out to our customer support team.

Customer service hotline: Whatsapp +60 17-972 2669

All our medications are sourced from local pharmacies with a Poisons A Licence granted by the Ministry of Health (MOH) to the licensed pharmacists. These medications must be registered with the MOH before they can be sold or marketed to consumers. Our medicines carry a registration number (e.g., MAL20021429K) and Meditag Hologram labels on its label or packaging. You may verify its registration number and view other information related to the medicine at www.pharmacy.gov.my. DoctorOnCall does not produce or store any of the medications sold.

Our packages are delivered discreetly with no indication of contents. Medicines are packaged in factory-sealed blister/strip packaging. Your package is delivered and tracked by a trusted courier service.

We accept payment via Online Banking, Credit Card, and e-Wallets (Boost, GrabPay).

You will be entitled to free delivery upon spending RM120 and above on our platform. Our standard shipping charge for Malaysia standard delivery is RM10 for orders below RM120.