Returns & Shipping

Last updated 28 August 2026. How and where we deliver, and what happens when something is wrong with your order.

Where we ship

We currently deliver to the United States and Canada. If your country is not on that list, checkout will not accept the address. Every address needs a state or province, chosen from the list for your country.

Delivery cost

United States — 12.00. Canada — 18.00.

Delivery is free on orders over 159.00, wherever we ship.

Tax is applied according to the destination country and is shown separately before you pay. Nothing is added after checkout.

When your order is sent

A prescription order is not dispatched when you place it. It goes to a pharmacist first, and only moves after approval. You will be emailed at each step: when we receive the order, when the pharmacist approves or refuses it, and when it is dispatched.

Orders containing no prescription medicine are prepared without that wait.

If the pharmacist cannot approve your order

You are not charged. The authorization on your card is released, the stock goes back, and you get an email explaining the reason. There is nothing you need to do to obtain a refund, because no money was ever taken.

Returning a medicine

Medicines cannot be returned once they have been dispatched. This is not a commercial preference. Once a medicine has left the pharmacy we cannot verify how it has been stored, so it can never be supplied to another patient and must be destroyed. This applies even if the pack is unopened.

If you have medicine you no longer need, do not send it back to us and do not put it in the bin. Ask any pharmacy about safe disposal.

If your order is wrong, damaged or missing

This is different, and we will put it right.

Contact care@primewellpharmacy.net within 14 days of delivery if the medicine you received does not match what you ordered, if the packaging arrived damaged, or if an item is missing from the parcel. Tell us your order number and, where you can, send a photograph.

Check what you receive against the leaflet inside the pack. Where a product page shows an illustration rather than a photograph, we say so — do not treat an illustration as proof of what the pack should look like. If anything looks different from what you expected, do not take it. Contact us first.

If your parcel has not arrived

Delivery estimates are not guarantees, and customs can hold an international parcel. If your order has not arrived within a reasonable time of the dispatch email, contact care@primewellpharmacy.net with your order number and we will trace it.

Cancelling

You can ask us to cancel any time before dispatch — email care@primewellpharmacy.net with your order number. If a prescription order has not yet been approved, cancelling costs you nothing, because you have not been charged.

Contact

care@primewellpharmacy.net — PrimeWell Pharmacy, 47400 Petaling Jaya, Selangor, Malaysia