Select the questions you are interested
- How do we ensure quality and maintain our competitive edge ?
- Can you legally order pharmaceuticals over the Internet ?
- What countries do we ship to ?
- What forms of payment do you accept?
- When I try to pay by card, my card is rejected by the system. What should I do?
- What am I to do in case of unknown transactions on my credit card?
- Why do we not accept money orders ?
- How does our ordering process work ?
- Why should you create an account with us ?
- Why should your order be denied ?
- How will you know when your order is shipped ?
- How long does the shipping of your order take ?
- What do we mean by ‘original’, ‘generics’, ‘branded’ and ‘non-branded’ ?
- What type of products do we sell ?
- Why do we sometimes display two names for a product ?
- Do you provide product samples?
- How long have we been in operation ?
- What is your Review Publication Policy? Do you publish reviews selectively and are they being edited?
1. How do we ensure quality and maintain our competitive edge ?
We have carefully selected our partners and jointly vouch for the quality of our products and services: Certified British and European Medical Doctors are reviewing your orders based on the information you are providing us and a well established, fully licensed European Pharmacy is responsible for the completion of your order.
We only ship pharmaceuticals that are approved by the authorities in the European Union and we only sell branded original goods that are delivered in the original package and have the original product description enclosed.
All parties involved are under supervision of our Swiss management. Our goal is to keep our customers fully satisfied and to develop a long term mutually rewarding relationship. For feedback on how to further improve our services please email us at email@example.com.
2. Can you legally order pharmaceuticals over the Internet ?
In most cases it is legal if the order is strictly kept within the limits stipulated for personal use. However, please verify and check your country's import laws and regulations. In the United States, the FDA has issued guidelines for the personal import of pharmaceutical products on a doctor's prescription, being for personal use only and for no more than a 3 months supply. To help you comply with such regulations we always enclose a copy of the medical doctor's prescription in our shipment.
The main and foremost concern of the health authorities is the protection of the health and well-being of the consumers in their respective countries from fake or substandard products as well as from unprofessional or purely accommodating prescriptions. By putting utmost emphasis on professional services and on quality branded products and by having of the health of our customers at heart we share the ultimate goals of the health authorities and fulfill their requirements.
3. What countries do we ship to ?
We ship to all countries worldwide except for Australia, Brazil, China, Guam, Indonesia, Japan, Malaysia, New Zealand, Norway incl. Nofolk Island, Russia, Spain and Ukraine.
4. What forms of payment do you accept?
Depending on your country of origin, we are pleased to offer several methods of payment for you to choose from:
Depending on your customer status and country of origin, we are pleased to offer Credit Card payments. We accept most of the major credit card companies.
Your card will be charged when placing the order. We work with different Payment Service Providers around the world. Therefore, upon completion of the order you will be displayed the billing descriptor under which this charge will appear on your credit card statement. Also, the billing descriptor will be sent to you in the order confirmation email upon acceptance of the order. The credit card information is NOT being stored on our server and being forwarded with 128-bit SSL encryption technology. This high standard of security means that shopping with a card on AirExpressChemist is secure. It ensures that your data will NOT be accessible by third parties, other than properly licensed Card Scheme members involved in this transaction, such as your bank.
We are pleased to accept Wire Transfers from all our customers. Upon selection of this payment method, we will send you an email with the respective payment information. As soon as we have received the payment on our account, we will release the order.
We are pleased to accept MoneyGram payments from all our customers. Upon selection of this payment method, we will send you an email with the respective payment information. As soon as we have then collected the respective payment, we will release the order.
The reason for not releasing the order upon receipt of the Money Gram payment confirmation number is the fact that several individuals have in the past recalled the funds after us having confirmed the number and leaving us with no payment. Therefore, we count on your understanding and assure you to effect the collection at the earliest possible.
Depending on your customer status and country of origin, we are pleased to offer eCheck payments. As soon as the service provider receives respective confirmation from your bank that the Check is covered and valid, the order will be released for review.
5. When I try to pay by card, my card is rejected by the system. What should I do?
This is a difficult question to answer generically as there might be many reasons for the failure of payment. In case you have tried to pay your order with your credit card information, but the payment cannot be processed, we recommend that you first contact your bank and ask them to check whether a request was sent to your card in the respective amount. Once you have received this confirmation we recommend to inquire as to why the transaction was not processed. Once the bank confirmed the charge you can ask them to allow the same. Upon receiving the confirmation you can revert to the order process, proceed normally and place your order with us without further delay.
If you have any further questions please do not hesitate to send us an email or contact us on our 24 by 7 helpline.
6. What am I to do in case of unknown transactions on my credit card? Please CONTACT US immediately! We will provide you with the billing descriptor used so you can immediately identify and recognize our charge. The billing descriptor used is always highlighted and communicated to you on the order completion screen as well as in the order confirmation mail.
Once we have jointly determined charges that relate to us, we encourage you to file an inquiry with your card company on all the OTHER, still unknown transactions.
7. Why do we not accept money orders ?
International-clearing for money orders can often take over one month. We feel that this is an unacceptable delay in the order process; therefore we only accept credit cards.
8. How does our ordering process work ?
Your order is received via a secure server to ensure that your data is kept exclusive and private. Our internal fraud prevention program fully complies with the requirements of the credit card companies. Once your order is placed the amount indicated on your order which includes shipping and packaging will be charged to your credit card. Our pharmacy dispenses and ships the order within 24 hours on weekdays and 48 hours on weekends and public holidays. Should your order have been denied, we automatically refund the payment to your credit card for which credit card companies take up to a maximum of 12 business days until the refund is reflected on your credit card statement.
We dispatch orders daily on a first in first out basis. Most of our products are ordered from the wholesale supplier the very same day.
9. Why should you create an account with us ?
We encourage you to open an account with us as this will retain your data on our secure server and thus facilitate the placing of recurring and subsequent orders. When doing so, we will send an email to the address you specified when registering to verify your identity. Please follow the steps in that email to verify your account. You can then log in to your account any time you want with your password.
10. Why should your order be denied?
Our medical doctors have total discretion in approving or denying your order. This process is in accordance with European consumer protection laws. Denial can be made for reasons such as unsafe drug interactions, unsuited medication for the medical condition described in the medical questionnaire and quantities in excess of the limit for personal use. Our medical doctors will specify the reason for denial by email.
11. How will you know when your order is shipped?
A confirmation email will be sent to your email address upon shipment indicating the date and time your order was shipped.
12. How long does the shipping time of your order take ?
We dispatch all orders as registered international airmail of the Romanian Postal System. The shipping time depends on the destination and is calculated from the time of posting the order which is communicated to you with the shipping confirmation email. The final delivery time depends largely on the reliability and speed of the postal service in your country of destination. The indications on expected shipping times are as follows:
|USA||11 working days*|
|Canada||11 working days*|
|Ireland|| 4 working days|
|Sweden|| 6 working days|
|Denmark|| 6 working days|
|France|| 6 working days|
|Belgium|| 6 working days|
|Japan||11 working days *|
|Hong Kong|| 9 working days|
Customs and security clearance can sometimes take up to 5 (five) additional working days which is why the postal carriers have informed us that they can no longer be held accountable for their own initial indications.
Please note that we are unable to accept requests for cancellations once the order has been processed and we cannot take responsibility for orders lost due to unreliable postal services or incorrect address details.
13. What do we mean by ‘original’, ‘generics’, ‘branded’ and ‘non-branded’?
Original: Pharmaceutical products often take years of research and development; this requires heavy investments which are protected by patents. Products sold by the developing and patent-protected manufacturer are called ‘original’. As a general rule, these products carry names that do not reflect the name of the main ingredient. Example: ‘Stilnox’ by Sanofi-Aventis with main ingredient ‘Zolpidem’.
Generics: Once the patent of the original product expires, other manufacturers are allowed to produce a ‘copy-product’; these copy products are called ‘generics’. As a general rule, these products are named after the main ingredient. Example: ‘Zolpidem’ by Lek Pharma with main ingredient ‘Zolpidem’.
Branded: The term qualifies a product that is manufactured by a company with a recognized trade name; these are companies that are licensed and are operating in the tightly regulated countries of Western Europe (EU and Switzerland) and in North America (US and Canada); these companies sell products that are fully approved by the local regulators. Brand companies can manufacture original as well as generic products. Examples: Pfizer, Glaxo Smithkline, Roche, Bayer (mainly original products); Labormed Pharma, Sandoz, Zentiva Pharma, PT Pharma (mainly generics).
Non-Branded: These are all other companies and products; some of them might be of equally good quality, but others might not; as their operational environment is less or not at all regulated, it is very difficult to determine their quality.
14. What type of products do we sell ?
It is our strict policy to only sell BRANDED products. When ordering from us, you are guaranteed to receive a medication from a highly reputable, brand-name manufacturer.
15. Why do we sometimes display two names for a product ?
Popular products are often sold under different names in different parts of the world, mainly in Europe and the US. When listing a product with two names, the first name is the widely known and prevalent name mostly used in the US, whilst the second name stands for the same product that is manufactured and sold in Europe and the UK where our pharmacies and their wholesale distributors are located.
Wherever you see two names listed, you will receive the branded quality product listed by the second name.
We do NOT release or disclose any personal or credit card information to any third parties of any kind whatsoever unless legally bound to do so. Confidentiality is a key principle and core to us.
17. Do you provide product samples?No. We are bound to deliver on a doctor's prescription only. The reason for this is that we operate in full compliance with laws and regulations of the respective country of our partner pharmacists. Also, all our products are always officially registered and dispatched in their original packaging. Thus we are not allowed to sell or hand out individual pills or blisters. Consequently, we are NOT able to offer any product samples.
18. How long have we been in operation?
We have established AirExpressChemist in 2011 as an addition to a large, renown and reputable group of online sites to provide an improved mix and spread of quality products.
19. What is your Review Publication Policy? Do you publish reviews selectively and are they being edited?
We cordially welcome all reviews from our customers. Our policy is to publish all reviews in their full text unless they contain inappropriate language, disclose confidential info or promote 3rd parties. If for such reasons, a review is not published at all, the author is being notified by email. Where parts of an original review is not published, the text is marked with '...(edited)...'. Please note that whenever a review concerns an ongoing process, we will delay the publication until we have properly investigated and addressed the situation.
Please do not mistake our review board for a blog or a thread or a channel of communication with management. For the latter our Service Center keeps a 24/7 watch on calls and emails and tries to reply to all customer communication within 24 hours at maximum.
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