Corona FAQ

Changes in our services

Like most businesses across the nation, is also feeling the daily impact of coronavirus. It is important to us to keep our customers informed as fully and accurately as possible. If you have any questions, please check this Corona FAQ page or our regular FAQ first.

NOTE: To provide you with timely updates on the status of our services, the content of this page may be created with help of machine translation. We ask for your understanding should you find any language errors.

Will continue to provide its services during the corona crisis?

At this time, we continue to deliver our services as normal. This means you can still book an online doctor’s consultation.

Will customer service remain open for questions?

Due to increased pressure and measures to be taken by our customer service team, we are unfortunately unable to provide you with customer service over the phone. We will try to get back to you by phone as soon as possible. Until this time you can contact customer service with the contact form on our website. As always, our employees strive to provide you with the best possible service. We hope of course that you will be inconvenienced as little as possible, but ask for your understanding if the waiting time is longer than you are used to from us.

I have questions about coronavirus. Can I contact customer service for answers to my questions?

Our customer service representatives are not medically trained. Therefore, they are not authorised to provide you with information on coronavirus. Please refer to our blogs and information on our website. If you have specific questions or complaints, be sure to follow the guidelines of the national authorities.

Will my prescription still be delivered to my chosen address?

Yes. The pharmacies and carriers are working together to ensure deliveries are carried out as efficiently as possible. However, there is a possibility that your delivery could be delayed due to unprecedented pressure on the healthcare sector and the extra precautions that pharmacies and carriers are required to take.

Can I still have my prescription delivered to a pick-up location?

Carrier UPS has announced that some retail and pick-up locations will be closed. In addition, deliveries have been suspended in some postcode areas due to government restrictions. This means that shipments of pharmacies using UPS services may be returned. For the time being, we strongly advise you to state a home address or an alternative address rather than use a pick-up location.

Some countries are locked down because of coronavirus. Will I still be able to get my medication?

At present, the pharmacies and carriers still carry out deliveries, also in lockdown areas. However, delivery times may be longer due to cancelled flights, extra custom checks or additional measures in some postcode areas. Deliveries to pick-up points have been suspended because many shops have closed in response to the coronavirus outbreak. This also means that your package won't be available for pick-up at a pick-up location if there is no one home during delivery. Therefore, it is important that customers check the track and trace link provided for the latest status and estimated delivery date and time.

UPS may not be able to deliver to your address. Consult this website to see if your order can be delivered to you.

Does have treatments that are effective against coronavirus?

Unfortunately, there are no medications that have been tested and approved to treat, cure or prevent coronavirus. Existing medications, such as chloroquine, hydroxychloroquine and plaquenil, have been named in the media as promising potential treatments to reduce coronavirus symptoms. However, the efficacy of these treatments has not been scientifically established. You can find more information on this in our article.

Can I get my medication through, now that I'm stuck abroad and my medication is running out?

If Dokteronline is active in the country where you are staying, we can send your order to an alternative shipping address.

This can be done on the condition that:
Dokteronline offers its services in the country to where the order is being shipped.
The medicine is registered in the country to where the order is being shipped.

My question isn't answered here. Where can I find more information?

We have started providing practical information and regular updates regarding the impact of coronavirus on our services. Do you have a question about our services, the status of your delivery or the availability of treatments? Please consult our regular FAQ page.