Order & Payment Policy

At Indogenmed, we aim to provide a seamless shopping experience for all our customers. Below are the key policies to guide your order process:

  • Order Placement: Customers select items, add them to the cart, and submit the order through checkout.
  • Prescription & Required Documentation: A valid prescription and any required documents must be provided to process the order (where applicable).
  • Payment Terms:  Payments are processed securely through the available methods shown at checkout, including credit/debit cards, bank transfers, Wise, Remitly, and GCash.
  • Security: Indogenmed protects personal and payment information using industry-standard security measures and encrypted connections.
  • Order Verification: Orders are processed only after verifying required details, including prescription checks where needed.
  • Order Confirmation: After you place an order, you will receive a confirmation email or message with your order details. Review it and contact support if corrections are needed.
  • Order Changes/Amendments: If you want to modify your order (for example, quantities or items), contact support as soon as possible. Changes are possible only before the order enters processing.
  • Order Cancellation Policy: Orders can be cancelled in accordance with our Cancellation Policy. Refer to our Cancellation Policy
  • Processing Time: Orders are usually processed within 1 to 2 business days after the required documents are verified and payment is confirmed.
  • Order Status Tracking: After dispatch, track your order using the tracking number shared with you, or use it on the shipping partner’s website/app for real-time updates.
  • Incomplete or Invalid Documentation: If the prescription or required documents are incomplete or invalid, we will contact you to request corrections.
  • Refunds for Payment Errors: For double payments or incorrect amounts, refunds are issued to the original payment method within 7 to 10 business days (subject to bank/payment gateway timelines).
  • Payment Disputes: For disputes or chargebacks, contact support with order and transaction details. We aim to review and respond within 5 to 7 business days.

     

Contact Information

For any Order & Payments questions or concerns, please reach out to our customer service team: