We operate with full transparency and open communication. Whether you’re a new visitor or a returning customer, you should always know how and where to reach us – and what kind of help you can realistically expect. Below is everything important you need to know.
Who Handles Inquiries
Our support team consists of pharmacists, pharmacy technicians, and trained staff with background in pharmaceutical logistics. Every message is handled by someone who understands the products we sell and the systems we work with. We do not outsource any part of our medical correspondence. This is to ensure consistent, clear, and safe communication.
Response Times
For all emails and contact form submissions, we respond within 24 hours during business days. High-volume periods may cause delays of up to 48 hours, but we prioritize urgent medical or shipment-related requests. Weekends and federal holidays may affect timing slightly.
Medical Questions and Prescription Support
If you contact us about a specific medication – interactions, availability, dosage forms – we’ll connect you with a licensed pharmacist. Note that we do not offer diagnosis, nor do we process prescriptions issued by telehealth apps not approved for international pharmacy use.
Prescription verification is carried out by licensed pharmacists based in Canada or the EU, depending on product origin. We follow strict regulatory requirements when processing any medication that requires a script, especially those classified under controlled schedules in the US or Canada.
How to Reach Us
- Email: Use the contact form or write to support@pharmacymallrx.com. This is the most efficient and documented method for any inquiry. Attachments are accepted (PDF, JPG, DOC only).
- Mailing Address: For regulatory reasons, our operational centers are outside the US. Returns or documents sent to any other address without coordination will not be processed.
What to Include in Your Message
To avoid delays, include:
- Your order number (if available)
- The full name used during purchase
- A detailed description of your request
- Attach photos or scanned prescriptions where required
Security and Confidentiality
All data you submit is encrypted end-to-end. Pharmacy Mall complies with HIPAA-equivalent privacy standards in jurisdictions where we operate. We do not retain prescription records longer than regulatory retention periods (typically 3 to 5 years depending on country). We do not sell or share your information with third parties.
Disputes and Product Issues
If your shipment arrived damaged, incorrect, or was held by customs, we require photo evidence and a written report within 10 days of delivery. Once verified, we will offer either a refund or reshipment. Controlled substances, temperature-sensitive items, and compounded drugs are not eligible for return or refund unless we made a documented error.
Pharmacy Licensing and Oversight
We are fully licensed through regulatory agencies in countries where our warehouses operate, including Canada, Germany, and India. Each warehouse location undergoes regular audit. Our support agents can provide documentation upon request, including license numbers, product sourcing, and verification procedures.
Regulatory Notice
Do not send medical emergencies or time-sensitive health concerns through our contact form. We do not provide immediate care. If you’re in the US and require urgent medical assistance, call 911 or go to the nearest hospital. Pharmacy Mall is not a substitute for your local physician or pharmacy.
We understand how critical access to medication is – especially when dealing with complex logistics across borders. Our contact system is designed to be responsive, human, and precise. You should never have to guess how to reach us, or whether your question will be answered properly. We’re here to make sure the communication is clear from the start.