Answers to the questions we hear most about ordering, delivery, prescriptions, payments and your account. Can’t find what you need? Our support team is a message away.
Search for a medicine or product by name, add it to your cart, and check out using cash on delivery, a card, or a mobile wallet. If your item needs a prescription, you'll be prompted to upload one before you can complete the order.
You'll need a free Medx account to place an order, mainly so we can verify prescriptions where needed and keep you updated on delivery. Creating one only takes your name, phone number and delivery address.
There's no minimum order value. Orders under Rs. 500 carry a small delivery fee, which is waived automatically once your cart crosses that amount.
Yes, as long as it hasn't been dispatched from our pharmacy yet. Go to My Orders and select Cancel or Edit Order. Once it's out for delivery, changes aren't possible — but our Refund Policy covers what to do next.
Most orders in major cities like Islamabad, Lahore and Karachi arrive within 24 hours. Delivery to smaller towns typically takes 2–4 business days. You'll see an estimated delivery window at checkout before you confirm your order.
We currently deliver to over 60 cities across Pakistan and are expanding every quarter. Enter your postal code at checkout to confirm delivery is available in your area.
Yes. Once your order is dispatched, you'll get a tracking link by SMS and in the app under My Orders → Track Order, showing live status from our warehouse to your door.
Our rider will attempt to call you before arriving. If you're unavailable, they'll attempt redelivery the next day. After two failed attempts, the order is returned to our warehouse and you can arrange a new delivery slot from the app.
Tap Upload Prescription in the app or top menu, then take a clear photo or upload a PDF. A licensed pharmacist reviews it, usually within a few hours, before your order is dispensed and packed.
Any medicine classified as prescription-only under Pakistani pharmaceutical regulations — this is clearly marked with a "Prescription Required" badge on the product page, so you'll never be surprised at checkout.
Yes — free pharmacist consultation is available 24/7 through in-app chat. It's a great way to confirm dosage, check for interactions, or get guidance on which supplement is right for you.
If our pharmacist can't verify a prescription — usually due to image quality or missing details — we'll notify you in-app with the reason and give you the chance to re-upload before your order is cancelled.
We accept Visa, Mastercard, JazzCash, Easypaisa, and Cash on Delivery (COD) on all standard orders. You can choose your preferred method at checkout.
COD is available in most of our 60+ delivery cities. In a small number of remote areas, only prepaid orders are supported — you'll see this at checkout before you confirm.
Yes. Card payments are processed through PCI-compliant payment gateways — we never store your full card number on our servers.
Yes — subscribe to our newsletter for seasonal offers, and check the "Hot Deals" category for ongoing discounts. App-only users also get exclusive reorder discounts on select brands.
For safety reasons, medicines with a broken safety seal or that have already been dispensed can't be returned simply because you changed your mind. See our Refund Policy for the full list of what is and isn't eligible.
Report it within 48 hours through the app or support line with a photo of the item. Our pharmacist team reviews every claim within 1–2 business days and arranges a free replacement or refund.
Once approved, refunds are typically processed within 3–7 business days depending on your payment method. Full details and timelines are in our Refund Policy.
Yes — Medx Store Credit is applied instantly to your account and is often the fastest way to get resolution on an approved return.
Yes. Prescriptions and health details are encrypted, visible only to the pharmacist reviewing your order, and never sold or shared with advertisers. See our Privacy Policy for full details.
Go to Account → Settings to update your name, phone number, delivery addresses, or notification preferences at any time.
Tap Forgot Password on the login screen and we'll send a reset link or OTP to your registered phone number or email.
Go to Account → Settings → Delete Account, or email privacy@medx.pk. Full details on what's deleted, what's retained, and the timeline are in our Account Deletion Policy.
Our support and pharmacist team are available every day of the week to help with orders, prescriptions or account queries.