Below we have outlined some common questions our customers ask us. If you do have a question, you may find an answer to it here. If not, please don't hesitate to contact us.
A. Select a product by following these simple steps:
Use the search box to locate your product by typing the name of the product
into the search box and clicking GO (eg: Lipitor). If you are not sure of the
exact spelling of the product, use the alphabetical search function (eg: ‘L’).
Some popular products are listed on the left side of each page, and you can
click directly on these product links to see prices and to order.
Click on
any product listed to see prices of all product presentations.
Click on the icon which is to the right of the pack size of your choice.
Eg: 90x10mg Lipitor tablets.
You will now have the product you wish to order and the quantity you selected in your 'shopping cart'.
To order online, click on the icon that is located at the bottom of the 'Your Cart' page and follow the instructions to complete your order online.
Ready to order? Locate the product you require in the list on the left of this page, click on that product and follow the ordering process.
A. Once you have made your product selection and have clicked on the icon that is located at the bottom of 'Your Cart' page, there are two simple steps required to complete an order:
Step 1 – Delivery information and Prescription or Declaration
For all orders with a Total Goods value of over US$200, DELIVERY will be
FREE. For all orders with a Total Goods value less than US$200, including orders
for multiple products, there is a standard $9.50 delivery charge. If for any
reason an order has to be sent in more than one package, only a single delivery
charge will apply.
The requirement for prescriptions varies from country to country and from product to product. When ordering a product that requires a prescription in your country, you must have a prescription.
This can be faxed to us using our toll free fax number: 1-800-234-9185. If you don't have a fax machine, you can complete the online Personal Declaration form offered further down this page.
If you are faxing your prescription to us, simply click on the "I am faxing a prescription" option which alerts our Customer Service staff to hold your order until the fax is received. If you complete the Personal Declaration, it is automatically emailed to our Customer Service staff. Whichever document we receive will be packed and shipped with your order.
Step 2 – Secure Payment
Once your details are entered, you then click ‘continue’ to move to a secure server where you enter credit card details (card type, card number, name on card, expiry date and security ID). This secure server uses 128-bit encryption technology to protect data from unauthorized use or alteration. To read more about this technology click here.
Ready to order? Locate the product you require in the list on the left of this page, click on that product and follow the ordering process.
Click on the 'download order form' button above and print the form.
Step 2 - locate the product
Find the product you wish to order and note the product name and price
Step 3 - Complete the fax order form
Ensure that you complete all sections of the fax order form including
Customer details
Customer information
Order your medications
Credit card details
Personal declaration (if not faxing a prescription).
Step 4 - Faxing your form
Fax your completed order form using our toll free fax number: 1-800-234-9185
How to order offline (by toll free phone)
To order by phone we will require your contact details. These can be left on our toll free phone message service. To contact this service, call 1-800-234-9185 and follow the instructions to leave your phone contact details. A Value Pharmaceuticals staff member will make contact with you to enable you to place your order by phone.
Q. Can I order my refill offline?
A. Yes, there are two methods to order refills without completing the on-line ordering process.
1. Email. Contact us by emailing enquiries@valuepharmaceuticals.com and provide details of the product and quantity you wish to order. We will then place your order or contact you to clarify the order details.
2. Voicemail. Contact us using our toll free phone message service; 1-800-234-9185 Leave your contact details and brief product requirements. We will then call you to confirm details of your order and place the order for you.
Q. Can you explain the ordering process for non-prescription medicines?
A. When ordering a medicine that does not require a prescription in your country, you are only required to complete your name, delivery address, contact details and credit card billing address (if different from your delivery address). You do not need to send us a prescription or complete the personal declaration.
Then click 'continue' to move to step 2 - secure payment, as described above.
Q. What happens after I have placed an order?
A. Once you have correctly completed step 2 of the ordering process and pressed ‘continue’, an automatic order confirmation is emailed to the email address you supplied. This shows the product(s) you ordered, the quantity, the cost and the address they will be delivered to.
Orders are processed within 1-2 working days of receiving them. You can expect to receive an email message confirming your order has been despatched within this timeframe. If for any reason the product you ordered is not in stock, you will be notified of this. You will be given the option of leaving your order with us, and it will be despatched as soon as new stock arrives, or cancelling your order for a full
refund.
Delivery Guaranteed - or your Money Back (provided the delivery details you
supplied when ordering were correct). If your order does not arrive by day 20
after shipment our supplier will resend your order at our cost or the amount
charged for your order will be refunded.
Q. What is the delivery charge?
A. For all orders with a Total Goods value of over US$200, DELIVERY will be FREE. For all orders with a Total Goods value less than US$200, including orders for multiple products, there is a standard $9.50 delivery charge. If for any reason an order has to be sent in more than one package, only a single delivery charge will apply.
Q. How are orders shipped?
A. Orders are shipped via International Registered Mail™ which provides
assurance of delivery. The final stage of delivery using this system is though
each country's internal mail system. Delivery times will therefore vary
depending on the efficiency of the domestic mail system. If you need information
about the status of your delivery please contact us.
Q. How long will delivery take?
A. We advise customers in North America and Europe that orders will take
approximately 10 days to reach them. However this does depend on which part of
their country the order is going. Some customers there have reported receiving
orders in 5-6 days while for others (very few) it has taken 20 days. Orders are
shipped via International Registered Mail™ which provides assurance of
delivery. If you need information about the status of your delivery simply
contact us.
Q. Is a faster delivery possible?
A. No - a courier system will not be used as this causes unnecessary administration and delays.
Q. Do you ship orders to Canada?
A. Yes, under special conditions - Orders received with a Canadian delivery
address will not be processed unless the customer agrees to take the risk of the
order going missing and faxes their prescription to 1-800-234-9185.
Unfortunately our suppliers have had to take this position due to the
significant number of orders that have recently been stopped at the Canadian
border and denied access.
It is unlawful for Value Pharmaceuticals to accept medication for return and
re-distribution. If there appears to be a problem with your order, please call
us at 1-800-234-9185 for more details as all returns are handled on an
individual basis.
Pharmacist shall not accept for return to inventory any drug that has been
previously dispensed (Pharmaceutical Act Section 23(1) Return of Prescription
Medication)
A. Whether or not a customer requires a prescription for a product they order is determined by the regulations in their country. It is the responsibility of the purchaser to check the regulations in their country for the medicine they are ordering.
Our suppliers must comply with the practices and regulations in their own countries. This means that they will ask for a prescription to be forwarded or Personal Declaration to be completed with certain products, but not for others.
The requirement for prescriptions varies from country to country and from product to product. When ordering a product that requires a prescription in your country, you must have a prescription. This can be faxed to us on 1-800-234-9185 or, if you don't have a fax machine, you can complete the online Personal Declaration form.
The completed Personal Declaration is then emailed to us automatically along with your order details. Whichever document we receive will be packed and shipped with your order.
To see a sample of this Personal Declaration, click here
Q. Is a Declaration or a prescription required for all products available in the Value Pharmaceuticals catalogue?
A. Our suppliers do not require a prescription or a Personal Declaration to be supplied with every product because not all products in our product catalogue are prescription products in their countries. If the product ordered requires a prescription in your country, you must obtain one for it, and supply us with a faxed copy or complete the Personal Declaration offered during the ordering process. It is the customer's obligation to find out the regulations in their country & abide by these.
In the Terms and Conditions contained on the Value Pharmaceuticals site we advise;
"It is the responsibility of the purchaser to check local regulations and to order prescription medicines only after a prescription has been received following a consultation with a physician."
and
"Confirming and abiding by each country's importation requirements is the responsibility of the purchaser. The supplier is therefore not liable for replacement or refund of products which are confiscated by customs or for the payment of any taxes due on products ordered".
Q. Can I import prescription products into the U.S.A.?
A. If the letter of the law is observed then the importation of prescription medicines into the U.S. is not strictly legal. However there is a 'discretionary' provision in FDA policy which provides the flexibility for private individuals to import medicine for personal use under certain circumstances.
When placing an order on our site, customers are given the opportunity to make a declaration which shows that their purchase satisfies the provisions of the FDA discretionary statement. To see a sample of the Personal Declaration form, please click here.
Q. What about U.S. customs?
A. Many millions of US citizens have been satisfactorily supplied discounted medicines via the Internet. However, you must make a personal assessment as to whether you wish to use the Value Pharmaceuticals service based on your knowledge of the local laws regarding the importation of medicines. An information link that will provide you with additional information is available below. You will read that
the main desire of US customs is:
to have control of commercial activity (i.e. the importation of goods for resale) and
to protect US citizens from personal harm or financial risk as a result of involvement with unscrupulous Internet merchants.
Neither situation is an issue with a Value Pharmaceuticals order.
Q. Do you have sleeping pills or strong pain-killers available?
A. Value Pharmaceuticals does not offer any products with abuse potential. While we recognize that this does penalize legitimate users of these products, we feel that this is the only way an Internet merchant can ensure it is not involved in inappropriate use of these medications.
All prices are quoted in U.S. Dollars and all credit cards are charged in
U.S. Dollars.
Q. How do I pay for my order?
We accept Visa and Master Card. We also accept money order; however, we must
verify the money order prior to shipment of the order. From September 2007 we no
longer accept AMEX .
Q. When do you bill my credit card?
Billing is done just prior to order being shipped, unless otherwise notified.
Q. Can you bill my credit card from outside the U.S.A.?
Most of the time we can charge your credit card without any issues, but some
credit card companies block charges to your card that originate from a foreign
country. Payment cannot be collected even when the correct credit card
information has been provided. We suggest you contact your credit card company
to notify them that you expect a charge from Pacific Customer Services, and ask
them to remove any blocks on that charge.
Q. Will you accept my insurance?
Unfortunately no. Value Pharmaceuticals cannot accept insurance. We will
provide you with a medication receipt. Please contact your insurance agent for
more details.
Q. Are there any other fees other than the drug cost and
shipping/handling?
No. The physician review and pharmacy dispensing fees are included in our
drug prices. THERE ARE NO HIDDEN FEES!
Q. Can I speak with someone from Value Pharmaceuticals?
A. A. Yes, please phone our toll-free voice message service (1-800-234-9185) and provide the following details:
Name
Contact phone number
State and Country (to be used to determine time zone),
then we will contact you. We understand that our approach does not always allow customers to have immediate contact with us but we are confident that our customer care is still of a high quality. We receive many good comments about it and very little negative feedback.
To view customer & independent 3rd party feedback about the Value Pharmaceuticals service click on any of the logos below
icon which is to the right of the pack size of your choice.
Eg: 90x10mg Lipitor tablets.
