Questions and Answers
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.
Question areas: 
100% Satisfaction Guarantee
Q. How does your 100% satisfaction guarantee work?
A. Delivery is guaranteed; or your money back, provided the delivery details you supplied when ordering were correct. If your order does not arrive by day 21 after shipment your order will be resent at our cost or the amount charged for your order will be refunded. And if you are in any way unhappy with the products we supply, you have the right to get your money back!
How to Select a Product
Q. How do I select a product to order?
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.
Click here to read about how to order offline
The Ordering Process
Q. Can you explain the ordering process?
How to order online.
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 OTC product
For all orders with a Total Goods value of over US$100, DELIVERY will be FREE. For all orders with a Total Goods value less than US$100, 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.
If the product selected is a prescription medicine, either fax your prescription to: 1-800-234-9185 or email it to: prescription@valuepharmaceuticals.com after you have completed your order.
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.
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 256-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.
How to order offline (by toll free fax)
Step 1 - download order form
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
Step 4 - Faxing your form
Fax your completed order form together with your prescription 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. Do I need to complete a new order form when my refills have run out?
A: No. We hold your details permanently on our secure database. You only need to contact us to request a refill and we will do the rest for you.
Q. What is the delivery timeframe for refill orders?
A. Refills will take approximately 10-16 days for delivery.
Q. Can you explain the ordering process for non-prescription medicines?
A. When ordering a medicine that does not require a prescription, 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.
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
Q. What if my order does not arrive?
Delivery Guaranteed - or your Money Back provided the delivery details you
supplied when ordering were correct. If your order does not arrive by day 21
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$100, DELIVERY will be FREE. For all orders with a Total Goods value less than US$100, 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 soon after ordering are orders shipped?
A. Orders are dispatched within 48 - 96 hours of receiving them during normal business hours subject to receipt of your prescription. Normal business hours are Monday to Friday (except public holidays). Orders received after 1:00 PM EST Friday and over the weekend will be processed the following business day.
Q. How long will delivery take?
A. Delivery time varies depending on destination and the postal service load at the time. The standard time for delivery to customers is between 10 and 16 days. Some customers have reported receiving orders in 5-6 days while for others (very few) it has taken up to 25 days. Delivery times can be unpredictably delayed by customs. Recently some orders have experienced additional 3-7 day delays due to increased security procedures being conducted at USA and European ports. Also customers need to be aware that delivery times can be extended due to the additional mail load over the Christmas-New Year period (Dec-Jan). It is advisable to order 30 days in advance to ensure you receive your medicines when you need them.
Q. Is a faster delivery possible?
A. No - a courier system will not be used as this causes unnecessary administration and delays.
Q. Are there countries that you don’t ship to?
A. Orders received from countries with unreliable mail systems cannot be processed. These countries include those in Asia, South and Central America, Africa, and in the Middle East. Some countries will not allow the importation of prescription medicines for personal use. These include Ireland, Finland, Iceland, Canada, Taiwan and Mexico. Unfortunately because of this fact orders from these countries will be automatically cancelled.
Q. Can I use an APO delivery addresses?
A. A. Our suppliers do not ship to APO delivery addresses. However, if you provide a normal delivery address in the US or UK, we will be able to process your order.
Return policy
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.
The requirement for a prescription
Q. Do I need a prescription?
A. When ordering a prescription product you must supply a prescription. This can be faxed to: 1-800-234-9185 or emailed to: prescription@valuepharmaceuticals.com. We can also assist by contacting your Doctor to request a prescription. During the online ordering procedure, you will be given the opportunity to provide your Doctor's name, State, Country and Phone number.
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.
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. 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.
Product range
Q. Do you have a full range of medicines available through Value Pharmaceuticals?
A. Most medicines are available through our supplying pharmacy but Value Pharmaceuticals does not offer any products with abuse potential. For example, you won't find Tylenol #3, Valium, or other sleeping pills and strong pain killers on our site as importation of any narcotic, habit forming or controlled substance is not permitted by the FDA.
Q. Are medicines available through Value Pharmaceuticals safe and effective?
A. All brand name and generic medicines available through Value Pharmaceuticals discount pharmacy are of the highest quality. These products are either sourced from developed western countries (Canada, Western Europe, USA, Australia and New Zealand) where they have complied with a strict international regulatory approval process, or are sourced from manufacturing facilities that have been approved by one of the following respected international regulatory bodies; Food and Drug Administration (FDA), USA; Medicines & Healthcare Products Regulatory Agency (MHRA), UK; Therapeutic Goods Administration (TGA), Australia; Pharmaceutical Inspection Convention (PIC), Germany; World Health Organization (WHO).
Medications sold by Value Pharmaceuticals undergo rigorous testing and review to verify their, identify, potency, purity and stability and to demonstrate that they are safe and effective drugs for their intended use.
Q. What if I can’t find the product I am searching for on your site?
A. There are several reasons why the medicine you are searching for may not appear in the Value Pharmaceuticals listings – common reasons are: the product name in our listing may be different to the name you're using or the spelling of the product name may be different. If you can't find what you need then please contact us by phone or email. We will confirm if our suppliers have the medication you need and provide the price.
Click here to contact us by email.
Q. Why do some of the products have a different appearance and different names to what I have been used to buying from my local outlet?
Sometimes multinational pharmaceutical companies sell the same medicine under a different brand name in different countries. This can is done to ensure the medicine meets local market culture and preferences. For example, Losec, available from several western countries is exactly the same brand named product as Prilosec in the U.S. Some multinational companies have numerous manufacturing facilities in different locations around the world, and each facility may produce the same product with only changes in appearance to the others. Sometimes the company that discovered the product will license it to a different company to market in different countries and use a different appearance for this purpose.
Because of these reasons, the brand name or the packaging or the appearance of the same product may differ according to the country it is sold in. This is not something to be concerned about as the active pharmaceutical ingredient in the product will be the same. You can be confident that the products shipped by Value Pharmaceuticals suppliers are widely used in other western countries and are safe and effective drugs for their intended use.
Q. Are generic drugs as safe and effective as brand drugs?
YES - generic drugs are as effective as brand name drugs. The Value Pharmaceuticals pharmacies source high quality generic products only from pharmaceutical manufacturers that comply with strict international regulatory standards. Quality control on the production of generic products and brand name products is the same.
Q. Can I decide to have only brand-name products?
Yes. It’s your choice. However you can maximize your savings by ordering generic products.
Q. Can I get any product I need from Value Pharmaceuticals?
The Value Pharmaceuticals pharmacies have a broad range of products, however, if the product you require is not listed on our site then contact us to check availability.
Payment and Billing
Q. What currency am I billed in?
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 or MasterCard.
Q. Will you accept a check for payment of an order?
Unfortunately no. Checks are not accepted for payment of orders. Orders are normally paid for using either Visa or MasterCard.
Q. When do you bill my credit card?
Your credit card will be charged only after we receive and have checked your prescription. When you place your order the card is authorized for charging but the charge is not made at this time. The order is placed in a queue pending the receipt of your prescription.
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 other fees are charged by Value Pharmaceuticals however outside agencies may cause additional costs as noted below. All order review and pharmacy dispensing fees are included in our drug prices. The price you will be charged by Value Pharmaceuticals will only be the price of the product ordered and the US$9.50 freight charge per order. Please note: some USA banks may charge a small international transaction fee to your account (if this happens please let us know and we will resolve the problem for you). And some UK customers have experienced a customs charge payable to receive their order. If you are unsure of any customs charges that may apply you should check with your Customs agency before placing your order.
Q. When I place an order will I receive an invoice and what is listed on the invoice?
Yes, you will receive an emailed invoice as an order confirmation when an order is placed. The order confirmation shows your details and provides a summary of what was ordered, including the amount paid. When your order is shipped an order confirmation is included showing the products ordered.
Q. What is the window that pops up asking for additional personal/security information after I place my credit card details online to complete my order?
This is a new service created by your credit card provider called 3-D secure. Please don’t be concerned if this happens when you are completing your online order. This system is designed to increase the security of your online credit card transactions. More information about this added layer of security can be found on the following links -
http://en.wikipedia.org/wiki/3-D_Secure
http://usa.visa.com/personal/security/visa_security_program/vbv/verified_by_visa_faq.html
http://www.mastercard.us/support/securecode.html
If you have any remaining concerns after viewing this information, or would prefer to place your order over the phone, then please call us on: 1-800-234-9185
Security and Privacy, Terms and Conditions
Q. What is Value Pharmaceuticals security and privacy policy?
A. Value Pharmaceuticals has made security and privacy a key priority. The company that hosts our web site protects data from unauthorized use or alteration using the latest technology available. When using the Value Pharmaceuticals service you will need to provide personal information about yourself such as your name and delivery address. Our privacy policy has a system in place to protect and securely manage your information.
To see full details of our security and privacy policy, click here.
Q. How will my personal information be kept confidential?
A. The personal information you provide when ordering is treated as strictly confidential and is only seen by those responsible for the processing and shipment of your order. Personal information is stored in our secure database, and is not be shared with anyone, or any third party, or used for any purposes other than processing your order and contacting you.
Q. What security technology does Value Pharmaceuticals use?
A. The Value Pharmaceuticals website uses SSL security technology to ensure you are able to provide your information in a secure environment that is not able to be accessed by anybody other than Value Pharmaceuticals staff. SSL (secure socket layer) technology was developed by Netscape for transmitting private documents via the internet. SSL uses a cryptographic system that uses two keys to encrypt data - a public key known to everyone and a private or secret key known only to the recipient of the message. By convention, URL's that require an SSL connection start with https: rather than http:
Q. How can you reassure me that your site is secure and safe?
A. The Value Pharmaceuticals site is secured by GeoTrust®, one of the world's largest digital security certificate providers. GeoTrust is trusted by more than 100,000 customers in over 150 countries to secure online transactions and conduct business over the Internet. The Value Pharmaceuticals GeoTrust SSL certificate means that our site is secured by 256 bit encryption thereby offering the highest level of encryption and security possible. This means you can be confident that communications between your browser and this site's web servers are private and secure.
Also the Value Pharmaceuticals business and website has received the VeriSign seal. This third party trusted seal establishes our business legitimacy - it provides authentication that VeriSign has verified our identity and that we are the rightful owner and operator of our web site. And VeriSign protects visitors, and our site, from malware by completing a daily malware scan and review of Value Pharmaceuticals.
In addition, the genuine customer comments shown on our website are testament to the fact that customers are comfortable with the ordering process and customer service follow up provided by Value Pharmaceuticals.
You can be assured that ordering through Value Pharmaceuticals is secure, safe and reliable.
Q. What are the Terms and Conditions for using this site?
A. The Value Pharmaceuticals terms and conditions page provides important information about the relationship that will exist between you, Value Pharmaceuticals and its suppliers if you place an order through this site. If you place an order it will be presumed that you have read and accepted the Value Pharmaceuticals Terms and Conditions. Click here to review this information thoroughly before ordering.
Contact with Value Pharmaceuticals staff
Q. Can I speak with someone from Value Pharmaceuticals?
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.
Q. Can I email Value Pharmaceuticals customer service representatives to ask questions about your products and your service?
A. Yes - you can email us using enquiries@valuepharmaceuticals.com. Customer comments and feedback are welcomed as these assist with ongoing improvements to our product list, policies and procedures.
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