You’ve Got Questions — We’ve Got Answers
How can I contact you?
Since our services are optimized to be conducted online and worldwide,our customer support works on regular daily basis and we will answer your email in 12 to 24 hours!
Can I get an advice from you how to use some of these products?
Yes, you can just create a ticket and our expert will answer you. If you have a question right now, click here: "Support"
Is there a minimum order?
There are no minimum or maximum order quantities for any product. Place a small order first, to check our products and service.
Is this company legit and am I safe to do business with?
We understand your concerns to that matter since there are many non legit sources on the web and for consumer is very difficult to pick out the right partner! We are totally legit, work successfully, have online customer support on regular daily basis 24/7 and all products are high quality products from well known manufactures. We are professional mail-order pharmacy, ship out 100% and keep good customer. It is in our interest to have you satisfied with our services, so you keep coming back for whole time of your needs! We are good partners and you will love us eventually, like many others do, calling us best friends because we are here only for you.
I’m having login problems, how do I retrieve my account password?
If you've lost your password just click the "Forgot your password?" link on the My Account login page. Enter the e-mail address associated with your account and we will e-mail mail you a new password.
Why do I need to create an account to place an order?
An account allows easy access to information regarding the orders you have placed. Log in with your e-mail address and password to view tracking information, order status, order history, or edit and store shipping information.
Can I see my previous orders?
Log into your account page. Clicking on the "My Account" link will take you to a list of your past orders and their status.
How do I delete my account?
If you want to delete your account, please leave a ticket for this issue. Our team will delete your account as your request.
I have not received order confirmation emails, is there a reason for this?
After you place your order online, you will receive a detailed order confirmation e-mail. If you don’t receive the e-mail within few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute confirmation e-mail. We recommend that you add PharmaGrade as a safe sender to ensure proper e-mail delivery.
What about if products are out of stock after placed an order?
PharmaGrade inventory is real-time. So any item you see on the site is in stock. In the rare instance that you order an item and we discover an inventory error, we will contact you immediately and review your options. You will not be charged for any item until it ships from our warehouse.
Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped. The tracking information will be available in the order details in your account page. If you have not received a shipping confirmation email, please check your Junk Mail, as it may have been received there.Please allow 10-15 business days from the date of shipment for your parcel to arrive. Business days do not include weekends or national public holidays.
What about if I request a change on my order?
It is only possible to make a change to your order within 1 day of placing it. You must immediately contact our customer care department (within the day). All orders are processed and shipped extremely quickly, so changes can only be made if the order payment has not been processed. We reserve the right to deny a change to your order, in the event that there is not sufficient stock to fulfill your request.
How can I cancel my order?
If the payment information has not been submitted to your order, you can delete the order in your account page. If you paid the order and submitted the payment information, you must immediately contact our customer care department. We reserve the right to deny a change in your order, in case of the payment has already been processed or it is too late to return the package from our shipping department
How can I check my order status?
When you log into your PharmaGrade account you’ll be able to view any current and previous orders. Each order has its current status to be checked by the customer
How long does it take to my order be processed?
We ship all orders within 2-3 days if the funds are picked up. We do not ship on weekends or holidays. Please allow 2-3 days to process your payment (excluding Sundays).
Will you confirm my purchase?
After you place your order online, you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add PharmaGrade as a safe sender to ensure proper e-mail delivery. Please contact our customer care department in case you still do not receive order confirmation emails.
How will I know that you have received my order?
After you place your order, a confirmation email will be sent to your email address. The order will be also visible in your account page. If you do not receive a confirmation email or your order is not visible in your account page, please write to our customer care department.
How long can I keep something in my shopping cart?
As long as you are logged into PharmaGrade, your items will stay in your cart until you check out. Keeping items in your cart do not guarantee they will still be available at discount prices.
I received a different product that I havent ordered
On occasion items that you order may be out of stock. When it happens, we may substitute a product that is the same and ship it to you. We will contact you immediately and review your options. You can help by giving instructions on dealing with back-orders by contacting Customer Service Center at any time.
You will not be charged for any item until it ships from our warehouse.
I only received part of my order so far, why is that?
Depending on what you ordered, your order may be shipped in more than one package and from different locations/countries. Parts of your order may be shipped with a different package number but always under the same Order ID. The packages may not arrive on the same day. You can always check if the order was shipped in multiple packages in your account page.
Why does my order show Semi-shipped?
We ship from many locations in different packages. Please allow us time to fully update your order status.
What if I used the wrong shipping address and the order has already been shipped?
Unfortunately, we are not able to change the shipping address on orders once they've been transmitted to the fulfillment center. We strongly recommend you double check your order information before submitting the order. Any mistake may cause the non-delivery of the product (since the package can't be returned to sender)
I put the wrong shipping address and already submitted payment details to my order. What should I do?
If you paid the order and submitted the payment information, you must immediately contact our customer care department. We reserve the right to deny a change to your order, in the event that the payment has already been processed or it is too late to return the package from our shipping agency.
My shipping address has changed. How do I update shipping information to my current account?
You can add your new address on your account and you can choose it once you place new order.
If I place an order, how long does it take to receive?
We ship all orders within 2-3 days if the payment is picked up. We do not ship on weekends or holidays.
How do you wrap your packages?
All our packages are carefully and discretely wrapped in order not to give any indication about the content
What if my order is confiscated/seized?
Please wait at least 4 weeks after the shipping date, before contacting us about non-arrival of an order. If the order has been detained and confiscated by foreign customs please contact us, and submit a ticket. Please attach a photo copy of the letter and its envelope. Please have your package ID printed legibly, on top of the text. Once provided a review for reshipment will be made.
Do I need to show you a seizure letter in case of my package is held by customs?
If you have received a customs letter, we will require proof. Please submit a ticket and attach a clear, readable photo of the letter and its envelope, with your package ID printed legibly, on top of the text. A scanned copy is not sufficient.
My order was returned to you by the shipping carrier. What happens next?
Please send us a ticket and we will investigate the issue promptly.
I missed my package delivery (nobody was home to sign for the package).
The post office will usually keep your package for 2-3 weeks before they return it to sender. Make sure to contact the post office with your tracking number to schedule redelivery or pick up the package in person.
Can I return package to sender?
No you can not return any packages to our shippers, for more questions do not hesitate to create a ticket
What is your refund policy?
If you are not happy with our service, and if we couldnot handle your original order. We are happy to refund ur funds in 7 business days after investigation.
What will tracking number status say if a package has been seized?
Tracking number status will not tell you if it has been seized. Allow your package 4 weeks from the shipping date and if the tracking number status does not change contact our Customer Support.
What if the expected delivery date has passed and I still haven't received my order?
If for some reason your order did not show up, we can send another package at your request.We will ask you to first allow 4-5 weeks from the day the order was shipped. If after those weeks you have not received the package, or if you received notification by Customs that your package was on hold or returned to sender, please send us a ticket and we will take care of your request promptly.
What happens if I receive an incomplete order?
If something goes wrong with the shipment we will resend another package at your request. Please submit a ticket if you wish to request one.
I received my order, but some of the products were damaged and unusable, what do I do?
We do our best to package products as securely and carefully as possible to prevent possible damage. However, in rare occurrences, unusually rough handling by postal services can cause problems. If you receive a product that is unusable due to damage, please take a clear picture of the damaged, send it to us and we will replace the damaged item.
I have other questions which are not included in this list
Please use contact us form or create a ticket and our customer support will be happy to help you. Feel free to contact us any time.