Frequently Asked Questions at The Drug Company

Below you will find some common questions and answers to help you learn more about The Drug Company and how our services can safely save you time and money on your next prescription refill.

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Placing My Order

General Questions

Medicine Questions

Generic Drug Questions

Shipping and Payment Questions

Placing My Order

  • How do I place an order?

    Our online ordering process is intuitive and designed so that an average consumer can place their order in two minutes. First, use the "Find Medication Prices" search box to search for the medication you desire. From the search results, add the number of packages to your cart, then proceed through the checkout process.

  • Can someone assist me while placing my order?

    If at anytime you have a question during the checkout process, you'll see several options in the right hand column to reach our customer support experts who will assist you. Live Web Chat, Tweets, or Toll Free calls are welcome.

  • How do I place a refill order?

    Once you have completed your first order online, on your subsequent orders, you should proceed through the checkout process as a returning customer. Enter the e-mail address and password you used when you created your first order.

  • How do I create an account?

    The first time you place an order, an account will automatically be created for you. Your account lets you keep track of your orders and quickly create refill orders.

  • What if I forgot my login and/or password?

    When you first create an account, and every time you place an order, an e-mail will be sent to the e-mail address you provided. If you keep a record of your old e-mails, your password may be there. However, if you are unable to find your password, please visit the password retrieval page.

  • Is it legal to order medication online?

    Ordering medications online is not a problem. Knowing the pharmacies you are buying from, and that they are in fact licensed and regulated to fill your orders should be your primary concern. Our licensed mail order pharmacies operate out of the following jurisdictions, and under their local regulators:

    • CA: Canadian Pharmacy - Regulated By: Health Canada and MPHA
    • US: American Pharmacy - Regulated By: The Food and Drug Administration (FDA)
    • UK: United Kingdom (Great Britain) Pharmacy - Regulated By: Medicines and Healthcare Products Regulatory Agency (MHRA) and Prescription Pricing Authority (PPA)
    • NZ: United Kingdom (Great Britain) Pharmacy - Regulated By: Medsafe - Medicines and Medical Devices Safety Authority
    • AU: Australian Pharmacy - Regulated By: Australia's Department of Health and Aged Care
    • ZA: South African Pharmacy - Regulated By: South African Pharmacy Council
    • IS: Israeli Pharmacy - Regulated By: Ministry of Health
    • IN: Indian Pharmacy - Regulated By: Indian Pharmaceutical Association
    • AN: Netherlands Antilles (Dutch) Pharmacy - Regulated By: Department of Public Health

    Under the laws where the dispensing pharmacy operates and delivers their service to you, they are operating lawfully. The Drug Company continues to service consumers from over 47 countries worldwide. With each country where our consumers reside they have different rules concerning personal importation of medications. For example, the USA does not allow for bulk or commercial importation but does have a discretionary personal importation policy allowing an individual to import up to a 90 days supply of medications for their use. To date, millions of Americans have come to rely on the discretion of customs officials when purchasing medications from international sources.

  • Why should I buy my medicine from The Drug Company?

    • To Save up to 88% off local pricing
    • 90-Day Refund Policy
    • Risk Free - Try Me Guarantee
    • 100% complete satisfaction promised - or we make it right.
    • Diverse offering over 15,000 SKUs stocked and ready to ship. No one else ships or offers products from nine countries, giving you the world's best choice and competition to earn your order.
    • Volume allows for economies of scale and systemization.
    • Licensed pharmacies, pharmacists, and physicians
    • World Wide Home Delivery
    • Free Pharmacist counseling with every order
    • Filling orders since 2003
  • Is my personal information safe?

    Yes, we take protecting your privacy very seriously. We comply with regulatory, professional bodies and various government requirements. Please see our Privacy Policy for additional details.

  • I'm a little nervous -- can I try your service risk-free?

    Yes you can! We know that if you try us, you'll love us. That is why we to take any risk out of your first order with our Try US Guarantee. It's part of our commitment to providing you with a safe and secure shopping experience. Here are the simple details: Within 30 days after receiving your order, if for any reason, you are not 100% happy with order from just give us a call and without hassle, we'll give you a full refund for the entire amount of your order -- no questions asked. Click here for our Returns Policy.

  • What if an item I've ordered is not in stock?

    Vendors typically indicate in our shopping cart if they have an item "in stock" or "out of stock" which indicates a temporary supply issue. If the item has no indication of "in stock" or "out of stock" this means the item is readily available. If an item you ordered becomes out of stock or delayed for any reason, one of our representatives will contact you discuss your options.

  • What is your refund policy?

    Our 90-Day Risk Free Refund Policy is always available to you so you can order with confidence from The Drug Company. If you are not 100% completely satisfied just arrange a return with us. We'll cover the shipping for free and refund your account.

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General Questions

  • When did you go online?

    We started taking our first online orders in 2003.

  • What if I have questions after I receive my order?

    Just give us a call! It's toll free and we'll gladly help you out. You also have the choice of using the online chat tool or our contact form.

  • What are your hours of operation?

    Our website is open 24 hours a day, 7 days a week. Live Chat and Twitter help are open 7AM CST to 7PM CST Monday to Friday, and our call center is available from 7AM CST to 7PM CST Monday to Friday.

  • How long will it take to process my order?

    Complete orders are normally processed and shipped within 24hrs of receipt. Delivery should be expected within 10 - 14 business days after release from the pharmacy.

  • Are your pharmacies licensed?

    Yes. All pharmacists and pharmacies participating in our Network are all licensed in good standing with their respective governing bodies. Furthermore, each pharmacy we make available to our customers has been site-inspected by our director of pharmacy and utilizes our proprietary closed system to receive, fill and ship your order. You can be confident that you are dealing with licensed health professionals, that your orders will be tracked throughout the filling process, and each pharmacy that fills for you is able to see your complete order history allowing for a complete drug utilization review and better overall safety for you.

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Medicine Questions

  • Is a prescription required to order my pharmaceuticals?

    Yes. A prescription written by your licensed doctor who has physically examined you is required to order prescription medications from our website. OTC (over the counter) medications do not require prescriptions. Some products are OTC in one country and prescription in another. When viewing and adding items to your cart, OTC and Prescription ("Rx") items are clearly identified.

  • How can I get my prescription(s) to you?

    There are several ways for us to obtain your prescription:

    • Fax from you or your doctor. You or your doctor can fax us a prescription toll free at 1-866-982-9542. Clearly put your name and phone number on the prescription so we can match it to your profile and order;
    • E-mail - if you have a scanned copy of your prescription then you can e-mail it to orders [at] thedrugcompany [dot] com. Please indicate your full name and OrderID(s);
    • Transfer Rx - if you have a prescription at another pharmacy we can contact them and request a transfer;
    • Mail Rx - you can always mail us the original;
    • Have us call your doctor - we can request a new Rx on your behalf from your Doctor.
  • How much product should I order?

    We recommend ordering a 3 months supply of medications each time. Three-month supplies are typically priced better, and this way, you'll have plenty of supply on hand so you won't run out.

  • Can I order more than one kind of medication at the same time?

    Yes, you may order as many items as you need. But we recommend no more than a three-month supply of any product per order.

  • Can I order from more than one pharmacy?

    Certainly. We offer nine pharmacy regions for product variety and price competitiveness, so you are likely to find that you can save money by ordering from more than one pharmacy. Keep in mind that each region represents a separate parcel being delivered to your door and it is not possible to guarantee that the arrival date for each package is the same.

  • Can I send these meds back if I stop taking them or if it they don't work?

    Yes, you can. First-time customers can order without risk via our Try Us Guarantee. Returning consumers are also protected and can order confidently with our 90 Day Risk Free Refund policy.

  • Is a live pharmacist available to answer my questions or for counseling?

    Absolutely, and it is offered as a free service. We believe it is our customers right to have private personalized counseling. If you have any concerns, or would just like to become more comfortable with your order, our North American pharmacists are standing by. Call our counseling hotline toll free number at 1-888-254-3038, and schedule a free consultation with our licensed pharmacists.

  • How can you offer my medication at such a low price?

    Some products are simply cheaper in some markets than in others. Why? Economic realities and political price controls in certain markets are the driving force behind what the same Medication will sell for in various markets.

  • With so many pharmacy choices and regions to order from how do I choose?

    Each pharmacy we allow into our network must meet or surpass our evaluation criteria. As such, you should feel confident ordering from any pharmacy in our network. We find that some customers are very price sensitive, and therefore will make their decision on price alone. Others demonstrate a preference of one region over another. We leave the decision up to you, and make it easy by showing on our website the regions from which your medications will be purchased.

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Generic Drug Questions

  • Tell me the difference between a generic and brand name medication.

    A "generic medication" is a term commonly used to identify a medication that is sold under its active chemical ingredient rather then a known trade name or branded name. Most jurisdictions around the world will award patent periods to originating manufactures to market their medication under a trade name or brand name. Once the patent protection period has lapsed, other companies can manufacture no name or generic equivalent medications with the same active ingredient, identical strength, form and claim identical therapeutic benefits as the branded product.

    Generic medications normally cost significantly less than brand name medications because of competition or government price controls. Prior to being approved in countries where the medication was originally protect by patent -- Canadian generic drugs for example -- must by law provide the same therapeutic benefits as the branded medication.

    Generic medicines can appear cosmetically different from branded products, e.g. a different color or tablet shape, but their therapeutic effectiveness is required to be demonstrably equivalent. Please note that although generics have proven effectiveness, some of their inactive ingredients such as fillers or color dyes often differ, but those have no effect on the safety or efficacy of the drug.

  • Why do branded medications cost more then generic drugs?

    New Medications, like other new products with significant research and development costs, normally seek and are awarded patent protection before released to a market. The patent gives the developer protect time to be the exclusive provider to sell of a therapeutic treatment with a particular active ingredient formulation. When the patent lapses, other manufacturers can make approved versions "generics" at whatever price competition warrants or the government will permit.

  • Are generic drugs as safe and effective as the brand name?

    Yes. All of the selected generic manufacturer's products we allow to be marketed to our customers are strictly regulated for safety and efficacy equivalency. We work with world-renowned manufactures who produce products for developed countries like Canada or the USA with manufacturing plants and processes that have been inspected and approved by regulators like the FDA or Health Canada. These generic medications meet rigorous specifications for quality, purity and potency.

    Generics from developed nations like Canada must undergo testing to demonstrate the generic product is therapeutically interchangeable with the branded product prior to being approved for sale.

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Shipping and Payment Questions

  • Can you use my insurance for payment?

    Regrettably, we are not able to process or adjudicate insurance payments at this time. But many consumers have successfully submitted our official receipts for insurance purposes to their insurer for reimbursement. Please contact your provider to confirm acceptance and requirements.

  • What are your shipping charges?

    -- Our standard shipping and handling fee to the U.S. is only $8.88.
    -- A shipping fee is incurred for each country ordered from. For more information view our Shipping Policy.
    -- Our standard shipping and handling fee to desinations outside of the U.S. is $49 per originating pharmacy.
    -- Free shipping is often available on select products and vendor specials promotions.
    -- Expedited shipping may be available from select vendor to certain regions for an additional charge.

  • How will my order be shipped?

    -- Standard shipping consists of regular parcel post from our pharmacies to international customers.
    -- Parcels entering the USA are delivered by the United States Postal Service.
    -- Expedited options may be available.

  • Can overnight shipping be arranged?

    -- Yes, but only to consumers in the same country as the dispensing pharmacy. e.g. if you reside in the USA then overnight service is only available from our U.S. mail order pharmacy.
    -- International deliveries are shipped standard parcel post. This courier service is the default offering for all pharmacies within our network when shipping internationally.
    -- Select regions around the globe may be able to offer expedited services from their postal service for an additional charge.
    -- All parcels deliveries to the USA are handled by U.S.P.S, the United States Postal Service.

  • How long should delivery take?

    -- With standard service, on average consumers should plan to expect their parcel within 10 - 14 business days from the time of initial order. However, order times vary greatly depending on factors such as where the consumer resides and which pharmacy an order was placed. For example if you live in rural Midwest USA and order from India you should expect your order to take longer then if you live in New York, New York and ordered from our Canadian Pharmacy.
    -- Delivery in any case is guaranteed by The Drug Company to be at your door within 30 days upon receipt of all necessary documents or information to fill your order. If an order is not received we replace it, hassle free, without charge, guaranteed.
    -- Orders typically are shipped within 24 hours of receipt of a completed order

  • When is my credit card billed?

    Once the order is ready to be shipped only then will your credit card be charged and released for delivery.

  • What currency will I be charged in?

    -- All transactions for USA consumer are processed in U.S. dollars. This way you know exactly how much you are paying for your order. Without any exchange rate confusion.
    -- Consumers outside of the USA please contact a service rep to discuss other currencies we are able to transact

  • Besides Visa or MasterCard credit cards do you accept other methods of payment?

    Please call us for payment options.:
    Please note: orders will not be processed without receipt of funds.

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