FAQ

Help Center

Frequently Asked Questions

Find quick answers to the most common questions about ordering, prescriptions, shipping, returns, and more at IndogenMed.

If you don’t see your question here, you can always contact our support team for personalised assistance.

General

Orders & Account

How do I place an order on IndogenMed?

You can browse our medicines by name, condition, or category and add required items to your cart.
At checkout, you’ll be asked to:

  • Provide your contact and delivery details
  • Upload a valid prescription (for prescription-only medicines)
  • Complete payment through one of the available payment methods

Do I need an account to place an order?

While you may be able to browse without an account, we recommend creating an account to:

  • Save delivery addresses and contact details.
  • View your order history and repeat past orders.
  • Track current orders and manage support tickets.

Can I modify my order after placing it?

Yes, in many cases you can modify your order within 24 hours of placing it,
provided it has not yet been processed for shipment.

How can I check the status of my order?

You can track your order from your account dashboard (if you created an account) or using the
tracking details sent to your email/WhatsApp once your order is dispatched.

You will see statuses such as: Order Placed → Verified → Packed → Shipped → Out for Delivery → Delivered

Medical

Prescriptions & Safety

Do I need a prescription to order medicines from IndogenMed

Yes, a valid prescription from a licensed medical practitioner is mandatory for
prescription-only medicines. For some OTC (over-the-counter) products,
a prescription may not be required.

How do I upload or send my prescription?

You can share your prescription in any of the following ways:

Please ensure your prescription clearly mentions the medicine name, strength, dosage, duration,
doctor’s name, and date.

How are my medical documents and prescriptions used?

Your prescriptions are:

  • Verifying your order and ensuring safe dispensing
  • Customs and regulatory compliance for international shipments (where applicable)

Documents are stored securely and accessed only by authorised personnel. They are not sold
or shared with third parties for marketing purposes.

Logistics

Shipping & Delivery

Which courier partners do you use for delivery?

We ship orders using trusted logistics partners:

DHL – Express international courier.

India Post (EMS) – International Speed Post (EMS)

What are the estimated delivery timelines?

Indicative delivery times are:

DHL: 4–7 working days.

India Post (EMS): 7–15 days

Actual delivery time may vary depending on your country, local customs processing,
holidays, and courier availability.

Do you ship medicines internationally?

Yes. IndogenMed ships to many countries worldwide. For certain destinations,
specific documentation (such as a prescription and passport ID) may be required
for customs clearance.
For NRIs and international patients, we can typically ship up to 3 months’ supply
of medicines for personal use, subject to local regulations.

How are temperature-sensitive medicines shipped?

Medicines requiring cold chain management (such as insulin or certain injections)
are shipped with temperature-controlled packaging, using insulated
boxes and gel packs as needed.

We take special care to maintain recommended storage conditions during transit,
but availability may vary by destination.

Will I get tracking details for my shipment?

Yes. Once your order is dispatched, we share tracking details via email and/or WhatsApp.
You can use these details to follow your shipment in real time on the courier’s website.

NRIs

NRIs & International Patients

I live outside India. Can I order my medicines through IndogenMed?

Yes. IndogenMed supports NRIs, PIOs, OCI card holders, and international patients
by delivering medicines to many countries worldwide.
You may be asked to provide:

  • A valid prescription from a licensed doctor
  • Passport photo page (for customs verification, in some cases)

What documents are required for DHL shipments?

For DHL international deliveries, typically the following are required:

  • Valid Government ID – (e.g., passport) history and repeat past orders.
  • Prescription – for prescription-only medicines

You can upload these during checkout, email them to
support@indogenmed.org, or share via WhatsApp:
+91 95602 09793.

Billing

Payments & Pricing

What payment methods do you accept?

We support common payment options such as:

  • Debit / Credit Cards
  • Net Banking
  • UPI / Wallets (where available)
  • Bank transfer in select cases

Some options may vary depending on your country and currency.

Are your prices inclusive of taxes?

Yes. Prices displayed for medicines generally include applicable statutory taxes.
Any additional fees (such as shipping) will be shown clearly at checkout.

Why are your medicines sometimes cheaper than my local pharmacy?

India is a major hub for high-quality generic medicines. IndogenMed works with
trusted manufacturers and distributors, and focuses on fair pricing so that
patients can benefit from the cost advantage without compromising on quality.

Support

Returns, Refunds & Cancellations

What is your return and refund policy?

Returns and refunds are available in limited cases, such as:

  • Defective or damaged medicines received
  • Wrong product, strength, or quantity delivered
  • Expired medicines delivered

Issues must typically be reported within 3 days of delivery.
Please refer to our full Return & Refund Policy
for complete details and conditions.

Do you accept returns if I ordered the wrong product?

No. Returns are not accepted for:

  • Wrong ordering by the customers,
  • Change of prescription after purchase
  • Change of mind

Products must also be unopened, sealed, and in original packaging to qualify for return.
Temperature-sensitive products and partially used medicines are non-returnable.

 

How long does it take to receive a refund?

Once your refund is approved, we process it to your original payment method:

  • Cards / Net banking: 7–10 working days (bank processing time may vary)
  • UPI / Wallets: Typically 24–48 hours from initiation

Can I cancel my order?

Yes. Orders can usually be cancelled:

  • Within 24 hours of placing the order, or
    Before shipment processing has started

Once an order has been shipped, it can no longer be cancelled. Please contact our support team
as soon as possible if you need to cancel.

Will I get a refund of shipping charges if I cancel?

Shipping fees are refunded for orders cancelled before shipment. If the order has already been shipped, shipping costs are non-refundable.

Privacy

Privacy & Data Protection

How does IndogenMed protect my personal and health information?

We use reasonable security practices including encryption (TLS/SSL), restricted access controls,
and secure storage to protect your personal and health information.

Your data is used only for order processing, regulatory compliance, and support —
and not sold to third parties for marketing. For full details, please see our
Privacy Policy

Can I request deletion or correction of my data?

Yes. You can contact us at
support@indogenmed.org to:

  • Update or correct your personal details
  • Request deletion of certain data, subject to legal and regulatory requirements.

Need more help?

Contact IndogenMed Support

If your question isn’t covered in these FAQs, our support team is happy to assist you directly.
Email:support@indogenmed.org

WhatsApp / Viber: +91 95602 09793

Phone: +91 95602 09793
Support Hours: Monday – Saturday, 9:00 AM to 6:00 PM IST