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Preguntas Frecuentes

Generales

  • What are Generic Medication and Brand name medication?
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      A Brand Medication is one manufactured by a specific laboratory that invests into they drug’s publicity (for example: Viagra of Pfizer) they have got the trademark and patent for this product.
      Generic medication have the same active ingredient as Brand only these are manufactured by other laboratories
      The results of these medication are the same since the chemical substance is the same only both are sell by different laboratories once the original laboratories patent’s expire or when the medication is manufacture in India where their patents are no good.

  • How do you protect my privacy and security?
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      All your transactions are secured through the SSL system. Your credit card details and all your personal information are totally protected by the SSL Certificate; nobody else can read your personal information other than you. All of our client’s personal information is only manage by the Account and Shipping departments.
      Our pharmacies do not trade any kind of information.
      Your personal information will not be sold to third parties.
      Our client’s privacy is our priority.

  • What is your refund policy?
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      We offer 100% refund only if we fail to deliver the order to you or deliver a product different that the ordered.

      If you are unsatisfied with the product, you can claim a refund within 30 days by returning the package to us. In such case we will be refunding only the product sale price minus a $10 stocking fee and not the shipping charges.

      For a delay in delivery, if you not recive the product within 15 days for express shipments and 21 days for standard airmail, we offer you the choice of taking a free reship or choose to return the product and recive the refund of product purchase price.

      So for example if you pay $80 for products and $25 for shipping, we will refund $65 in total after deducting $10 re-stocking fee and the $25 shipping fee.

      Note: on free express shipping orders too, the regular charge of $25 for shipping will be deducted before refund.

      If you recive a wrong product, please contact us and we will immediately ship the correct one across. If the correct product doesnt reach you within the maximum stipulated time of 21 business days from the date of order for standard airmail deliveries and 20 business days for express shipments, you may claim a refund.

      Your satisfaction with our service is our top priority.

  • When can I cancel my order?
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      Your order can be cancelled while it is still “On Hold” status.
      You can contact our Customer Services Monday to Friday by phone, e-mail or live chat for any request.
      Your satisfaction with our service is our top priority.

  • Where is the medication from?
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      Our partner pharmacys and suppliers are located in India (where the laboratories manufacture the products we sell), UK and Germany.
      Laboratories such as Pfizer, Bayer, Cipla Limited, Ajantha Pharma, Novartis India, German Remedies, Sun Pharma, Alembric, Serdia, Aurochem, Sandoz, and many other famous laboratories are set in India manufacturing Generic and Brand medication, with the same standards of quality as of the laboratories in other countries.

  • Do you ship worldwide?
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      We accept orders only from these countries: United States of America, United Kingdom and Australia.

  • What does mean the order status “Completed”?
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      The status “Completed” means that your order has been sent to destination. At this point you can find your tracking number and order information in https://generics21.com/track-my-order/

      You should expect to receive the parcel between 7-21 labour days after sending date or less (depending on the shipping method you have chosen, standard (15-21 days) or express(7-9 days)).

      If your order has been more than 7 days in “Completed” status and the tracking number provided doesn’t reflect any information, please contact our support department. We are always happy to assist you.

      Please note: orders usually arrive before estimated arrival date (7-21 labour days after shipment), but sometimes issues with weather and other postal/courier problems may affect the correct delivery and cause a delay. If this occurs, we will assume your package as “lost in transit” and we will proceed to reship your parcel once 30 days have passed since original shipment (20 days for express shipments). At this point you can ask for a refund too. Your satisfaction with our service is our top priority.

  • What does mean the order status “Processing”?
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      The status “Processing” means that your order it’s in process of shipment. At this point your order has been funded and your parcel is being prepared to be sent.

      Once the order has been sent, you will be provided with a tracking number to track your order with the postal office. Usually it takes less than 24 hours (since status update) to provide to you the tracking number. You can find your tracking number and order information here: https://generics21.com/track-my-order/

      Once you have your tracking number, please allow 24-72 hours for your tracking number information is reflected on the postal service website (please note that updating the tracking numbers information depends exclusively on the postal service).

      If your order has been more than 24 hours in “Processing” status and you still don’t have your tracking number, and you don’t have received any email/phone call from us regarding to your order, please contact our support department to provide you with further information. We are always happy to assist you.

      Please note: while the order remains in “Processing” status, you can’t change the shipping information or modify any aspect of your order. Please, contact our support team while the order is “On Hold” to make any changes in your order details.

  • What does mean the order status “On Hold”?
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      The status “On Hold” means that your order has been received by our store, but no charges were made to your account and your parcel has not been shipped yet. It usually takes less than 12 hours to update the status to “Processing”.

      You can check for updates in your order status here: https://generics21.com/track-my-order/

      If your order has been more than 24 hours without status changes and you have not received any email/phone call from us regarding to your order, please contact our support department to provide you with further information. We are always happy to assist you.

      While the order remains “On Hold” you can change any shipping information or modify any aspect of your order. Please, contact our support team to make any changes in your order details.

Envíos

  • When will I assume that my order is lost in transit?
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      Parcels usually arrive before estimated arrival date (7-21 labour days after shipment depending on standard, express shipment), but sometimes issues with weather and other postal/courier problems may affect the correct delivery and cause a delay. If this occurs, we will assume your package as “lost in transit” and we will proceed to reship your parcel once 30 days have passed since original shipment (20 days for express shipments). At this point you can ask for a refund too. Your satisfaction with our service is our top priority.
      Please read all policies carefully before placing your order.

  • How are the products packaged?
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      All medications are discreetly packaged in unmarked paper envelopes. The name of neither our pharmacy nor the price is showed on the packaging.

  • Where and when can I track my order?
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      You can check your order status by this page: Track My Order

      In that page you will also find the Tracking Number of your parcel, once your order reach Completed status (as soon as the parcel has sended by the postal service).

      Please note that parcels can only be traced once they reached the country of destination, and only Express shipment is traceable by Ups and RoyalMail websites. Standard shipments are only traceable by a local Usps or Royalmail office.

  • How much is the shipping cost?
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      We have two methods availables for shipping. Standard Airmail and Express Shipping.

      Standard Airmail:

      The Standard method delivers the order between 15-21 labour days to USA and UK; and 30 days to the rest of the world.
      Cost: FREE for any order
      Tracking: You will be provided with a tracking number to track your order. It can be checked by phone, contacting your local USPS or RoyalMail office. How to find a USPS Local Office?

      Express Shipping:

      The express shipping delivers the orders in 7-9 labour days to USA and UK. For the rest of the world would take about 15 days in arrive.
      Cost: $25.00 worldwide.
      Tracking: You will be provided with a tracking number to track your order. It can be checked on USPS’s website for USA, RoyalMail for UK or by contacting your local courrier office.

  • Express International Shipments
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      The express shipping delivers the orders in 7-9 labour days to USA and UK. For the rest of the world would take about 15 days in arrive.

      Cost: the price varies depending on destination country. It’s shown at the moment of placing the order.

      Tracking: You will be provided with a tracking number to track your order. It can be checked on USPS’s website or by contacting your local USPS office.

      Note: The Tracking number given for Express Shipping option, can be checked on USPS’s website.

  • Standard International Airmail Shipments
    • Disculpa, pero esta entrada está disponible sólo en Inglés Estadounidense. For the sake of viewer convenience, the content is shown below in the alternative language. You may click the link to switch the active language.

      The standard method delivers the order in 15-21 labour days to USA and UK; and 30 days to the rest of the world.

      Cost: FREE for any order

      Tracking: You will be provided with a tracking number to track your order. It can be checked by phone, contacting your local USPS or RoyalMail office. How to find a USPS Local Office?

  • How to find a local USPS post office?
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      If you want to find or call a local USPS office or you need information such as address or operation hours you can follow these easy steps:

      1- Go to the USPS website: http://www.usps.com

      2- In the header menu of their website you will find a link to “Quick Tools”. Click it and select “Find USPS Locations”.

      3- Once inside “Find USPS Locations” you will be able to find the USPS local offices. You can find all the offices in your location searching by City/State or Zip Code.

      4- Choose the nearest office to you for detailed information, such as phone, address and operation hours.

  • How to track a Standard Shipping Tracking Number?
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      To locate a parcel sent by International Standard Airmail you need to call to your local USPS office, as the new tracking numbers provided by USPS for this type of shipment can not be tracked anymore using their website tool since 2015.

      Remember to call to the local office phone number and not to the “official” USPS number (800-ASK-USPS / 800-275-8777). If you call to the “official” number you will be attended by an automatic system and it will not give you information about your parcel. You need to call to a local phone number to be assisted by an employee because they are able to search personally your item status using the tracking number provided by us.

      It does not matter if you call to an office that is not assigned to make your deliver. Any USPS carrier will be able to give information about your parcel.

      If you want to be able to track your order online, you need to choose the Express Mail Service (EMS). You can choose this option when your are buying. EMS can be tracked by phone and online.

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