HELP CENTER
Frequently Asked Questions
Find quick answers about ordering, prescriptions, payments, delivery, and more. Can’t find what you need? Our pharmacists are just a chat away.
Topics
Ordering & Account
Click “Login / Signup” in the top-right corner, then select “Create Account.” You’ll need a valid email address and mobile number. Account creation takes less than a minute and gives you order tracking, saved addresses, and faster checkout.
Yes, guest checkout is supported for non-prescription items. However, prescription orders require an account so we can verify your identity and securely store your prescription history for refills.
Orders can be modified or cancelled within 30 minutes of placement, before pharmacist review begins. Go to My Account → Orders, select the order, and click “Modify” or “Cancel.” After 30 minutes, contact our support team for assistance.
Orders are typically rejected for one of three reasons: prescription required but not uploaded, prescription expired or unreadable, or the item is restricted in your delivery area. You’ll receive an email explaining the specific reason and how to resolve it.
Prescriptions
After adding prescription items to your cart, you’ll be prompted to upload during checkout. Accepted formats are JPG, PNG, and PDF (max 5MB). You can also upload from My Account → Prescriptions at any time. All uploads are encrypted and reviewed by a licensed pharmacist.
Standard prescriptions are valid for 6 months from the date of issue. Controlled substances and certain antibiotics have shorter validity periods (typically 30 days). Our pharmacists will notify you if your prescription has expired.
Yes. With your written consent, our pharmacists can call your doctor directly to clarify dosing, request refills, or verify a prescription. Submit a request via your account dashboard or by chatting with a pharmacist.
Many doctors can re-issue prescriptions electronically. Contact your doctor’s office first. If they can’t help, our pharmacists may be able to facilitate a teleconsultation with a licensed prescriber for non-controlled medications.
Yes. We accept e-prescriptions from accredited Philippine clinics and hospitals. Forward the e-prescription email to rx@medseven.example or upload the PDF during checkout.
Payment & Pricing
We accept Visa, Mastercard, GCash, Maya, GrabPay, online bank transfers (BPI, BDO, UnionBank), and cash on delivery for eligible orders. All card payments are processed via PayMongo with PCI-DSS compliant encryption.
Yes, COD is available for orders below ₱5,000 in Metro Manila and select provinces. Prescription items above ₱2,500 require pre-payment so our pharmacists can complete verification before shipping.
No. The price you see at checkout is the final price, including VAT. Shipping fees are calculated and shown before you pay. Free shipping applies to orders ₱500 and above within Metro Manila.
Yes. Senior citizens and PWDs are entitled to a 20% discount plus VAT exemption on prescription medicines under Philippine law. Upload your senior/PWD ID in My Account → Verification, and the discount applies automatically to eligible items.
For orders above ₱5,000, we partner with BillEase and Tendopay for installment plans (3, 6, or 12 months). The option appears at checkout if you’re eligible.
Shipping & Delivery
Metro Manila: same-day delivery for orders placed before 12 PM, next-day for orders after. Provincial: 2-5 business days depending on location. Express delivery (within 2 hours) is available in select Metro Manila zones for an additional fee.
Yes, we ship to all 81 provinces in the Philippines via our partners (LBC, J&T Express, Lalamove). Some controlled medications cannot be shipped to certain remote areas due to cold-chain requirements — you’ll be notified at checkout if this affects your order.
Free shipping for Metro Manila orders ₱500 and above. Below that, ₱79 standard fee. Provincial shipping starts at ₱149 and varies by location and weight. Exact fees are shown before payment.
Yes. Once your order ships, you’ll receive an SMS and email with a tracking link. You can also view real-time tracking under My Account → Orders → Track Order.
Our courier will attempt delivery up to 3 times. You can also leave delivery instructions during checkout (e.g., “Leave with security guard”). For prescription items, an authorized adult must sign for the delivery.
Returns & Refunds
For safety and regulatory reasons, prescription medications and refrigerated items cannot be returned once dispensed. Non-prescription items can be returned within 7 days if unopened, in original packaging, and with proof of purchase.
Contact us within 24 hours of delivery. Send a photo of the item received and your order number to support@medseven.example. We’ll arrange a free pickup of the wrong item and dispatch the correct one immediately at no extra cost.
Take a photo of the damaged item and packaging within 24 hours of delivery and submit a claim through My Account → Orders → Report Issue. We’ll verify, refund, or replace the item — your choice.
Once approved, refunds are processed within 24 hours on our end. The funds typically appear in your account within 3-5 business days for cards, 1-2 business days for e-wallets, and 5-7 business days for bank transfers.
Privacy & Security
All prescription data, medical history, and personal details are encrypted at rest and in transit using AES-256 encryption. Only licensed pharmacists assigned to your order can view your prescription details. We comply with the Philippine Data Privacy Act (RA 10173).
Never for marketing purposes. We share order details with shipping partners only to deliver your order, and with payment processors only to complete transactions. We never sell your data.
Yes. Email privacy@medseven.example with the subject “Data Deletion Request” and we’ll permanently delete your account within 30 days. Note: prescription records may need to be retained for the period required by Philippine law (typically 2 years).
Report any suspected security issue immediately to security@medseven.example. We have a 24-hour response time for security reports and offer a responsible-disclosure program for security researchers.
Still have questions?
Our licensed pharmacists are available 24/7. Get answers in minutes — chat is fast, free, and confidential.