PICK UP YOUR ORDER from your nearest pharmacy

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Order & Receive Service

About the service

What is the Order and Receive service?

This service enables the customer to buy the products from our online store and then select the pharmacy you want to receive the order from, and choose the method of payment that suits your interest (online or payment at the pharmacy upon receipt of the product or through loyalty program points "Arbahy").

Receiving orders

Can someone else pick up my order from the pharmacy? What documents should be presented upon receipt?

Any someone else can pick up your order, but the pharmacy does not take responsibility for it. The person must bring the order number sent by e-mail or text message to complete the receipt as well as the verification code sent to your mobile.

Why was my order canceled?

The order is canceled for one or more of the following reasons:

  • For technical failure
  • In the case of online payment, the order will be canceled after (7) days from the date of creation of the order and failure to come to receive it, but  in the case of payment upon receipt, the order will be canceled after (3) days.
  • If you canceled the order from your part.
  • Pricing or product description error.
  • Error in payment.

Why did not I receive all the products I have ordered?

If you have reviewed your order and made sure that you have requested all the products you would like to purchase but there are still some missing products, you can contact the Customers Service for necessary help.

For how long my order will be kept in the pharmacy?

The order will be kept in the selected pharmacy for (72) hours.

What are the documents required for receipt of the order?

Please provide us with the order number sent by email, or the SMS message as well as the verification code you have received in a text message to complete the receipt.

 What is the verification code?

We send you a verification code by SMS to your mobile and the pharmacist will ask you about this code to complete the receipt.

How do I know that my order is ready for delivery?

You will receive an SMS text message and an e-mail message when your order is ready for receipt from the pharmacy.

Complaints

My experience was bad, what should I do?

If you would like to provide any feedback about your shopping experience, please do not hesitate to contact our customer service.

Home delivery service

About the service

What is  the Home Delivery?

This service enables the customer to purchase products from our online store and then enter the delivery address, choose the payment method, (payment online,  at the pharmacy upon receipt of the product,  or the loyalty program points). The order will be delivered to the shipping address.

Receiving Orders:

Can someone else pick up my order?

Any other person can pick up your order, but the driver does not take responsibility for that, and the person must bring the verification code sent to your mobile to complete the order.

Why was my order canceled?

The order is canceled for one or more of the following reasons:

  • For technical failure
  • In the case of online payment, the order will be canceled after (7) days from the date of creation of the order and failure to come to receive it, but  in the case of payment upon receipt, the order will be canceled after (3) days.
  • If you canceled the order from your part.
  • Pricing or product description error.
  • Error in payment.

Why did not I receive all the products I have ordered?

If you have reviewed your order and made sure that you have requested all the products you would like to purchase but there are still some missing products, you can contact the Customers Service for necessary help.

What is the verification code?

We send you a verification code by SMS to your mobile and the driver will ask you about this code to complete the receipt.

How do I know that my order is on way for delivery?

You will receive an SMS text message and an e-mail message when your order is on the way for delivery to you.

Complaints

My experience was bad, what should I do?

If you would like to provide any feedback about your shopping experience, please do not hesitate to contact our customer service.

Payment:

Methods of Payment:

What are the payment methods I can use?

You can pay online using one of the available payment methods or by cash when you receive the order or pay using My Arbahy Points.

Online Payment:

What are the available methods for online payment?

Visa, MasterCard and Mada cards

Are there any additional charges when I choose my payment method?

No.

What shall I do if my credit card information is declined?

Make sure you entered the correct card information, the card date is not expired and that the credit limit on the card is sufficient to complete the purchase. If the problem persists, please contact the bank.

Can I refund the amount paid by credit card after returning the products?

If the product is returned at the pharmacy,  amount will be returned back to customer in cash, but if the user cancels the transaction before receiving the goods, the amount will be returned to your  credit card bank account within (5) business days.

Is it possible to replace a product rather than return it and refund the money?

Yes, cash difference will be paid.

In the case of payment on receipt, can I  refund money if I want to return or replace the goods after purchase?

Yes, the goods can be returned or replaced in the pharmacy according to the terms and conditions.

If some products are not available at the pharmacy at the time of receipt,  even though  the entire order was paid by the credit card. How can I refund this amount?

The amount will be refunded by the pharmacist at the pharmacy for products that have not been received, but if you decide to cancel the order in full, the refund will be made to your credit card account.

Retrieval policy

What shall I do if I receive products that do not match my order?

If the product is different from your order, please visit the pharmacy you bought from and bring  the invoice so that the product will  replaced within (3) days from the date of purchase.

Can I return cosmetic, paper, and milk products?

In order to ensure the safety of all customers, we do not accept to return the medicines, foodstuffs, and cosmetics except in the event of an error or product problem.

What shall I do if I purchased a damaged product or ordered by mistake?

In this case please return it to the pharmacy registered in the invoice, we will replace it or refund you. Please note that the payment voucher is very important to complete any refund process.

What is the product refund policy applicable by Al-Dawaa Pharmacies?

You can refund or replace what you have purchased under the following conditions:

  • Please bring your invoice within (3) days of date of purchase.
  • The pharmacy registered in the invoice must be visited within (3) days from the date of purchase to complete the product refund or replacement process, provided that the product shall be in its original condition.

The cases where we do not accept or replace the product:

  • If barcode is removed or cleared (for pharmaceuticals only).
  • If the product is not properly stored or kept (according to the instructions on the product).
  • Failure to comply with the storage instructions of the products requiring  preservation of the products at special temperatures, such as pharmaceutical products that must be stored in the refrigerator.
  • Health insurance products cannot be refunded or replaced.

Can I refund a product without the invoice?

The products cannot be returned or replaced without the invoice.

What should I do if I no longer need the product I have purchased through the website?

  • Contact the Customer Service to cancel the order.
  • You can complete the product return process by bringing the product you purchased with the invoice to the registered Al-Dawaa Pharmacy within (3) days from the date of purchase if the product is in its original state and has not been used.

Other inquiries

How can I order from the e-store?

  1. Search for the product you want to buy.
  2. Add the product to your shopping cart.
  3. If you want to receive the order from the pharmacy, select the pharmacy. If you want the delivery to the contact address, choose the appropriate shipping method and please be sure to write the shipping address correctly
  4. Confirm the order and choose your payment method.
  5. You will receive a confirmation email and a mobile text message with your order confirmation number.
  6. Then, you will receive a text message stating that your order is ready for delivery or your order is on the way. The message will also contain a verification code in order to verify your ownership of the order, so please keep the verification code carefully. The pharmacist or driver will ask you for the verification code and the order number.

How can I view my past purchases?

You can review your past purchases from "My Account" page of your online store, which describes all your purchases in detail.

Will  earnings points be awarded if I buy from the online store?

Yes, you will be awarded points based on the products you will buy. The points will be calculated in the same way applied by at Al- Dawaa pharmacies .

How can I contact the customer service department

You can contact our Customer Service Dept. on the Tel. #  92 8200 8200 between 8:00 am and 4:30 pm KSA local time from Sunday through Thursday, or contact us by e-mail at any time custcare@al-dawaa.com.sa  or through the Form on the "Contact Us"  page.

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