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Frequently Asked Questions

For your convenience, we have compiled a number of frequently asked questions put to our customer services, which we hope you will find useful. Topics covered include information about our company, how our service works, and what to expect when you place an order. If you do not find the information you are looking for, please contact our customer services team by email at info@prima-med.com or by telephone on + 44 208 762 0570.

About Us

How to Order

Product Information

Delivery

Payment

Complaints


About us

PrimaMed has been operating since 2003 and is proud to be one of the pioneers of providing online medical prescription services to patients. Our experienced and dedicated customer service team provides professional, friendly and quick support. You can contact us by email at info@prima-med.com, by telephone on + 44 020 3176 0021 or via our on-site live chat facility. Please note that our customer service team cannot provide medical advice. You may contact our doctor with any specific medical enquiries you might have at doctor@prima-med.com. We aim to respond to all queries within one business day. If your question is urgent, please call us during our opening hours which are Monday-Thursday 9am-6pm and Friday 9am-5pm GMT.

How does PrimaMed ensure privacy?

PrimaMed respects your confidentiality and privacy. Your personal details will be stored securely and will never be sold to any third parties and your medical details will only be viewed by our prescribing doctors and our trained staff.

For your discretion, all orders are dispatched in unmarked white boxes and all payments made on our site will be charged by our parent company FMC Marketing Ltd.

What services do you offer?

PrimaMed provides a private medical consultation service which means that you can buy the prescription-only treatments listed on our website without having a prescription from your own doctor. All registrations are checked by one of our registered doctors and the medicines are dispensed by our UK-based partner pharmacy. Available shipping options include postal deliveries and courier services and will be shown to you during checkout.

How can I contact the doctor?

We cannot offer medical support by telephone, however you may email your medical enquiries to doctor@prima-med.com. We are unable to answer medical questions covering conditions not treated through our service. We aim to respond to all queries within one business day, but please be aware that it may take a little longer on occasions if a second opinion is deemed appropriate. In case of a medical emergency, please seek local medical help without delay.


How to Order

Below you will find answers to commonly asked questions related to the ordering process. If any questions you may have prior to ordering remain unanswered, please contact us, one of our friendly staff will be happy to help.

Why do I need to register?

Much like your GP or a hospital, we are legally required to take your personal and medical details before we can provide any medical care.

Our registration system is straightforward and takes just a few minutes to complete. You will need to provide some general medical details and we will also ask you some questions which are closely related to the condition you are registering for.

What happens after I place an order?

Your details will be reviewed by our doctor who will assess whether it is safe to prescribe to you based on the information provided. If approved, your prescription will be forwarded to the pharmacy and your treatments will be shipped.

What happens if the doctor rejects my order?

The online consultation model does not suit every patient, so sometimes orders are rejected. If your order is rejected , any associated payment will be cancelled or refunded and we will contact you by email to let you know why your consultation or order was rejected.

Do you prescribe to children?

Our doctors can only prescribe to people over the age of 18 which means we are unable to prescribe medicines to children.

Do I have to give out my telephone number and email address?

Although it’s not strictly obligatory to provide these details, it is important that we have a means for communicating with you should a problem arise. We would only call you in order to clarify your medical or order details, and this ensures a quick resolution so your order dispatch is not held up.

Providing an email address gives us an alternative method for contacting you, and you can opt out of receiving our newsletter. Please note that we are unable to inform you of occasional promotional offers and discounts we may have if you do not provide a valid email address that has been added to our mailing list.

How often do I need to order?

You can order treatments as and when you require them. If you order treatments which need to be taken continuously (such as the pill, hair loss or weight loss tablets) we recommend ordering further supplies well in advance.


Product Information

Are the medicines you supply genuine?

Prima-med uses a UK GPhc registered pharmacy to fulfill and send out all prescription treatments.

Centennial Pharmacy
509 Centennial Park,
Centennial Avenue,
Elstree,
BOREHAMWOOD,
Hertfordshire,
WD6 3FG
Pharmacy registration.

Do I need to tell my GP?

No, it’s not obligatory to advise your GP that you are ordering from us. We do however give you the option of keeping your GP informed of any treatments you are sourcing from us so you may wish to enter the surgery details when prompted during registration. This is not mandatory and completely optional.

What if I get side effects?

Any medicine may cause potential side effects. Always read the patient leaflet prior to taking your medicine for the first time. Even if you have been taking it for a long time, it is a good idea to refresh your memory from time to time, especially since important patient information is updated periodically. If you experience a severe adverse reaction warranting medical attention, please seek medical help through your GP or a local hospital without delay. It is important to inform the practitioner of any medicine(s) you have taken.


Delivery

When will my order be shipped?

All orders placed before 3pm Monday – Friday will be dispatched the same day (unless stock needs to be ordered in specially). Orders placed after 3pm on Friday or over the weekend will be shipped on the following Monday.

Items shipped by 1st class recorded delivery should arrive in approximately 1-3 working days.

Items shipped by Special Delivery Monday-Thursday will arrive the next day.

 

Do I have to sign for my delivery?

Due to the nature of the goods, we are by law required to obtain a proof of delivery. Therefore, all items need to be sent by registered mail.

My order hasn’t arrived. What now?

Orders sent by 1st class recorded delivery should take 1-3 working days, but can take a maximum of 15 working days to arrive. Orders sent by Special Delivery Monday-Thursday should arrive the next day, but on rare occasions can take longer.

Please check on the status of your order by using the Royal Mail track and trace facility. If your order was sent by UPS, please track your order through their tracking system. Should you need any help with locating an order, please contact our customer care team on (+44) 20 3176 0021.

Are deliveries discrete?

Packaging is discrete and neutral with no mention of the contents of the outside and a neutral returns address


Payment

Which payment methods do you accept?

Payments can be made by credit or debit card, i.e. Visa, Visa Debit, Mastercard, cards. If you wish to pay by cheque, postal order or bank transfer, please call customer service on 0203 176 0021. Please be aware that there is an extra charge for bank transfer payments.

Unfortunately, we cannot accept cash on delivery.


Note to customers from the US

Due to FDA regulations, we are unable to ship medicines to the USA. Our payment service provider therefore cannot process payments made on a US-issued card. If you are in the UK on business or on travel for example, you may be able to send us a postal order instead. Please contact customer service on +44 208 762 0575 for further details.

I’ve received my order but changed my mind, can I return it?

Medicines are exempt from distance selling regulations hence we are unable to accept unwanted medicines in return for a refund. Please check your order carefully prior to submitting it to ensure you have ordered the correct product, strenght and quantity. If you have ordered the wrong product by mistake, please call us immediately. If the order has been dispatched already, you may refuse it upon delivery so it is returned to us for a refund, it is however imperative that the parcel does not leave the carrier’s hands.

How will the payment appear on my card statement?

We value your discretion which means that the payment for your order will not appear under the website’s name, but under the parent company’s name, which is FMC Marketing Ltd.


Complaints

We always endeavour to provide an excellent service, however if you feel as though we have let you down please contact us on (+44) 20 3176 0021 or email us at info@prima-med.com.

Should you feel as though your complaint has not been fully addressed you may wish to formalise your complaint by:

Calling Customer care on (+44) 20 3176 0021 and asking to speak to a manager.
Providing a written complaint and posting it to: FMC Marketing Ltd,Grand Union Studios 1.21, 332 Ladbroke Grove, London W10 5AD.
Sending an email to info@prima-med.com