Frequently asked questions
The questions we are asked most, grouped by topic. If yours is not here, call 021-111-HOPE (4673) and a pharmacist will answer it.
14 questions
Ordering
No. You can check out as a guest with just your name, phone number and address. Creating an account only saves your details and order history for next time.
Everything we sell is bought directly from the manufacturer or their appointed national distributor. We do not buy from open-market wholesalers. Batch numbers and expiry dates are checked at goods-in and again when your order is packed.
Yes, as long as it has not been dispatched. Call 021-111-HOPE (4673) with your order number and we will amend or cancel it. Once a rider has collected the parcel we can no longer change the contents.
A pharmacist calls you before dispatch to offer a clinically equivalent alternative or to remove the item and adjust the total. We never substitute a medicine without asking you first.
Delivery
Delivery is free on orders above Rs. 1,500. Below that, a flat fee of Rs. 149 applies. The exact fee is shown in your cart before you pay — there are no charges added at the door.
Same-day delivery is available in Karachi, Lahore and Islamabad for orders placed before 6pm. Everywhere else in Pakistan takes two to three working days. You pick a delivery slot at checkout and we hold to it.
Refrigerated items travel in an insulated box with gel packs and are dispatched only on same-day routes. If we cannot guarantee the cold chain to your address, we tell you before you pay rather than risking the medicine.
Yes. Every order ships in a plain outer bag with no product names, no brand marks and no indication of the contents. Feminine care and sexual wellness items are additionally wrapped inside.
Prescriptions
Upload a clear photo or scan of your prescription at checkout. A licensed pharmacist reviews it and calls you within 15 minutes to confirm the medicine, strength and quantity before anything is dispensed.
It must show the prescriber name and registration number, the date, your name, and the medicine with its strength and quantity. A photo is fine as long as all of that is legible. We cannot dispense against a screenshot of a chat message.
We can dispense a repeat against a valid prescription that has not expired. For long-term medicines, keep a photo of your latest prescription in your account and our pharmacist will check it against your order each time.
Returns
Unopened, undamaged items in their original packaging can be returned within 7 days. For safety and legal reasons we cannot accept returns of prescription medicines, refrigerated items, or opened personal care and baby products.
Call 021-111-HOPE (4673) or email care@hopepharmacy.pk within 48 hours with a photo. We collect the item at our own cost and send a replacement or a full refund — your choice.
Payments
Cash on delivery, Visa and Mastercard debit or credit cards, Easypaisa, JazzCash and direct bank transfer. Card details are handled by our payment processor — they never reach our servers.