Customer Service
We are here to help — every step of your order, from questions before you buy to after your package arrives.
Available 7 Days a Week
How to Reach Us
We offer multiple ways to get in touch. Choose the channel most convenient for you — our team typically responds within a few hours during business hours.
Phone Support
Speak directly with a customer service representative for urgent order issues, prescription queries, or tracking help.
+1 800 XXX XXXX
Email Support
Send us a detailed message and we will reply within 12–24 hours. Best for non-urgent enquiries, order documentation, or prescription uploads.
support@internationalpharmacymart.com
Contact Form
Fill out our online contact form with your order number and query. Our team will respond promptly with a personalised solution.
Place a New Order
Ready to order? Use our streamlined order form to submit your prescription and medication requirements quickly and securely.
Support Hours
Our customer service team is available across multiple time zones to serve customers worldwide.
🕑 Operating Hours (IST / GMT+5:30)
| Day | Phone & Chat | Email Response |
|---|---|---|
| Monday – Friday | 9:00 AM – 8:00 PM | Within 12 hours |
| Saturday | 10:00 AM – 6:00 PM | Within 12 hours |
| Sunday | Limited (Email only) | Within 24 hours |
| Public Holidays | Limited (Email only) | Within 24 hours |
ⓘ For urgent medical situations, always contact your local emergency services or healthcare provider directly.
How We Resolve Your Issues
We follow a clear, transparent process to address every customer concern as quickly as possible.
Contact Us
Reach out by phone, email, or the contact form with your order number and description of the issue.
Acknowledgement
You receive a confirmation within 2 hours during business hours, including a reference number for your query.
Investigation
Our team investigates with our fulfilment centre and shipping partners to understand the exact situation.
Resolution
We provide a solution — reshipping, refund, or update — within 1–3 business days depending on complexity.
Follow-Up
We follow up to confirm you are satisfied with the resolution and close the case only upon your confirmation.
Our Customer Guarantee
✓ What We Stand Behind
- Genuine medications only: All products are sourced from licensed manufacturers and certified dispensaries.
- Discreet packaging: All orders are shipped in plain, unmarked packaging with no indication of contents.
- Secure transactions: Payment information is encrypted and never stored on our servers.
- Reship guarantee: If your order is lost or seized in transit, we will reship at no additional cost (subject to our shipping policy terms).
- Full refund: If we cannot successfully deliver your order, you receive a full refund — no questions asked.
- Privacy protection: Your personal and medical information is never sold or shared with third parties.
Common Customer Queries
➤ My order has not arrived — what should I do?
Standard international delivery takes 14–21 business days; express takes 7–10 days. If your order is past the expected window, please contact us with your order number. We will trace it with the carrier and, if needed, arrange a reship immediately.
➤ Can I change or cancel my order after placing it?
Orders can be modified or cancelled within 12 hours of placement, before they enter the packing stage. After dispatch, changes are not possible, but our return policy may apply. Contact us immediately at support@internationalpharmacymart.com.
➤ Do I need a prescription to order?
For prescription medications, a valid prescription from a licensed physician is required. You can upload it during checkout or email it to us. We reserve the right to decline orders for prescription medications submitted without valid documentation.
➤ Is my payment information secure?
Yes. All transactions are processed through encrypted payment gateways. We do not store card details on our servers. We also accept alternative payment methods — contact us for options available in your country.
➤ What countries do you ship to?
We ship to over 150 countries worldwide. Delivery times and available shipping methods vary by destination. Some countries have import restrictions on certain medications — please check our shipping policy or contact us before ordering if you are unsure.
➤ Can I track my order?
Yes. Once your order is dispatched, we send a tracking number by email. You can use this to monitor your shipment in real time. Tracking updates may be delayed by 24–48 hours after dispatch for international parcels.
For a full list of frequently asked questions, visit our FAQ page. For information about our shipping process, see our Shipping Policy.
Still Need Help?
Our dedicated customer service team is ready to assist you with any question or concern.