Medication Shipping Policy

DoctorOnCall provides shipping to Malaysia, Singapore, and Indonesia.

Shipping Time

1. Peninsular Malaysia: Estimated to be between 3-5 working days, with same-day delivery and special delivery options.
2. East Malaysia: Estimated to be between 3-5 working days.
3. Singapore: Estimated to be between 3-9 working days.
4. Indonesia: Estimated to be between 3-9 working days.

Shipping Fees

1. Malaysia:
   1. Standard delivery: RM10
   2. Same-day delivery: RM15
   3. Special Delivery (cold chain items): RM15
   4. Free standard shipping on orders above RM120
2. Singapore:
   1. Standard delivery: RM25 + 3.5% admin fees
   2. Enjoy free shipping on orders above RM350
3. Indonesia:
   1. Standard delivery: RM65 + 5% admin fees
   2. Free shipping on orders above RM700

Same Day Delivery

1. Only orders made before 12PM will be eligible for Same Day Delivery. For any orders made after 12PM, customers will receive their package the next working day.
2. Same Day Deliveries are only available from Monday - Saturday. Orders placed on Sunday and Public Holidays will only receive their parcel next working day.
3. Same Day Delivery is only available in Klang Valley, Johor Bahru, and Penang. For delivery near the outskirts of these areas, please contact our customer support for more details regarding the matter.

Special Delivery

1. Special Delivery shipping time is estimated to between 7-10 working days, based on stock availability.
2. Special Delivery can only be arranged if the customer is present to receive the delivery at the address.
3. Special Delivery is only available in Klang Valley, Johor Bahru, and Penang. For delivery near the outskirts of these areas, please contact our customer support for more details regarding the matter.

International Customs and Refund Policy

1. 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.
2. 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.

Note for International Shipments 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.

Frequently Asked Questions

1. What should I do if I receive a wrong item or a damaged product?
   1. Please contact our customer support team immediately with details of the issue, and we will assist you accordingly.
   2. Ensure that after you receive your parcel, you inspect the products as soon as possible and notify us for any faults or issues immediately.
   3. We do not accept any complaints for orders received after an extended period of time.
   4. Be sure to keep a record of all the relevant documents, including but not limited to, the airway bill, the packaging, and photos of the damaged/faulty product.
2. Will the shipment have a tracking number?
   For shipments to Malaysia and Singapore, a tracking number will be provided.
3. Will I be informed if my shipment is delayed?
   Yes, DoctorOnCall will inform any customers whose orders are expected to be delayed. This will usually be conducted through a phone call.
4. Can DoctorOnCall deliver prescription medication if I have not consulted with a doctor?
   DoctorOnCall is unable to proceed with delivery if the customer who has purchased prescription medication has a pending consultation with the doctor.