How can I track my order?
Once you have placed an order with us, we will send you a confirmation e-mail. This includes a unique link to our tracking system. Here you can check that the doctor has approved your order, that the pharmacy has dispatched it and, if possible, where it is in the distribution process (depending on your transport arrangements).
Note that not all international delivery services offer a track-and-trace function, so this information may not be available. However, that does not mean that your package is not in its way. This does not mean that the order has not been sent at your request.
Unfortunately, we are also experiencing problems due to the coronavirus. This may lead to longer shipping times than you are accustomed to. We hope we can count on your understanding and thank you for your patience.
What if track-and-trace says that my shipment has been delivered but I have not received it?
If your order is not delivered, we advise you to check whether the courier service that you have chosen may have left a message in your mailbox. If the courier service does claim to have delivered the package but you have not received it, you need to report its loss to the delivery service, credit card company if applicable and police.
To initiate an investigation to locate your package, contact your courier or ask our customer service for assistance. Lost package investigations normally take 14 business days.
What if I am not at home when my shipment is delivered?
The delivery service usually requires your signature as proof of delivery. You can track the status of your order with your track & trace details in your Dokteronline.com account or the tracking system of your courier service. If you are not at home, the driver will either leave a note or try to contact you by telephone to agree an alternative delivery time. Or you may need to call the company directly to arrange this. If you fail to contact them, your package will be returned to the pharmacy after a few days. Courier services may charge an additional shipping fee for resending the order.
When can I expect my order?
Orders that are placed and paid for before 9.00 a.m. on Monday to Friday are forwarded to one of our affiliated doctors the same day. Upon receipt of your request, the doctor will endeavour to review your order as quickly as possible. If approved, a prescription is directly issued and sent to a partner pharmacy for dispense and dispatch. Once your payment is received, you can expect your order to be shipped within one to three business days.
How will my order be sent?
All orders are discreetly packaged and shipped from a partner pharmacy in Europe. The courier usually asks for a signature upon delivery to confirm receipt but this is not obligatory. Your order will be packed in neutral packaging to maintain your privacy.
Please note that pharmacies are obligated to add a commercial invoice on packages for orders outside the EU, which states the name and price of the package.
What are the shipping costs?
Dokteronline wants to offer its customers always the best possible service. That's why you don't have to pay any more for shipment for our RX products!
Where are the services of Dokteronline.com available?
Due to varying national laws and regulations regarding the provision of eHealth services, Dokteronline.com’s services are currently only available in the following countries: Austria, Belgium, Denmark, France, Germany, Luxembourg, the Netherlands, Poland, Portugal, Spain, Sweden, Switzerland and the UK. In these delivery countries, all European consumers that are of age can make use of the services of Dokteronline.com.
Does Dokteronline.com possess an EU label for online pharmacies?
No, Dokteronline.com is not an online pharmacy and has therefore no EU label. The pharmacies we work with have this label or are eligible for it. For more information, see the following link: https://www.dokteronline.com/en/specialists/