FAQ about Orders, Shipping, Payments & Returns

We currently use two main international shipping methods for most destinations:

• Registered Airmail (Standard Shipping) – estimated delivery time is approximately 18–25 days after dispatch.

• EMS Express (Priority Mail) – estimated delivery time is approximately 6–12 days after dispatch.

These timeframes refer only to the period after your order has been dispatched. They are estimates and can vary depending on destination country, season, local postal performance and customs procedures. More information is available on our Delivery page.

Delivery time starts only once the parcel has been shipped. Before dispatch we need to:

• receive and confirm your payment,

• review your order details for completeness and legality,

• prepare and pack the shipment.

Most orders are dispatched within a few business days after payment confirmation.
During busy periods or if additional verification is needed, processing may take longer. If we require extra information from you before shipping, our Customer Support team will contact you. This process is described in more detail on the Delivery and Payments pages.

International shipments may be subject to customs inspection, import duties, taxes or other charges in the destination country. These are determined by your local authorities, not by Generic Meds Mart.

By placing an order, you agree that:

• you are responsible for complying with your country’s import regulations and medicine laws;

• you are responsible for paying any customs duties, taxes or handling fees charged by postal or customs authorities;

• customs inspections and regulatory checks may cause delays that are beyond our control.

If a shipment is delayed, returned or seized due to customs or regulatory reasons, it will be handled according to our Returns & Refunds Policy and the limitations described in our Terms & Conditions and Medical & Legal Disclaimer. See the Delivery page for more details.

Most shipments include a tracking number, which we send to you by e-mail once your parcel has been dispatched.

• Registered Airmail: tracking may show fewer events and may stop updating once the parcel leaves the origin country, depending on the destination postal system.

• EMS Express: usually provides more frequent tracking updates, including customs processing and delivery attempts where supported.

Tracking may take a few days to become active after dispatch, and temporary gaps in tracking updates do not always mean the parcel is lost. The Delivery page explains tracking and typical issues in more detail.

We use secure pre-payment only. Your order is prepared and shipped after we receive and verify your payment in full.

We work with trusted international payment partners and banking solutions. For security and compliance reasons we do not list all payment options publicly. Instead, after you place an order we:

1. review your order and the available options for your country;

2. send you an order confirmation e-mail with:

   • the total amount payable,

   • the applicable currency,

   • clear step-by-step payment instructions,

   • a deadline for completing the payment.

You then complete the payment following these instructions. Once your payment has been received and verified, your order status changes to “Paid / Processing” and we prepare your parcel for dispatch. Full details are available on our Payments page.

After you submit your order, we usually send your payment instruction e-mail within a short time. This e-mail clearly states:

• the final amount you need to pay,

• the currency in which the payment must be made (our prices are shown in USD),

• any important notes about possible bank or provider fees,

• the deadline for completing the payment.

Your bank or payment provider may convert the amount into your local currency using its own exchange rate and may charge additional fees. These charges are outside our control. The Payments page has a dedicated section on currencies, fees and conversion.

No. We do not offer:

• cash on delivery (COD),

• payment after receipt of the parcel,

• payment by cheque or money order,

• in-person cash payments.

All orders must be fully paid and verified before they are prepared and dispatched. This is necessary for security, compliance and to keep our prices competitive. This rule is explained on both the Payments and Delivery pages.

Yes. We take payment security and privacy seriously:

• we do not store full card numbers, CVV codes or access credentials to payment services on our servers;

• all payments are processed via secure, encrypted channels provided by third-party payment partners and banks;

• any personal and payment-related data you share with us is processed in accordance with our Privacy Policy and is used only to handle your order, payment and delivery, and to provide customer support.

In some cases we may ask for additional confirmation of payment (for example, a receipt or transaction ID) if this is required to verify a transaction and protect both you and us from fraud. More details are given on the Payments page.

If your parcel seems significantly delayed:

• check the latest tracking information;
• contact your local postal service or EMS office with the tracking number, if applicable;
• contact our Customer Support with your order number, tracking number and a short description of the situation.

As a general guideline, a shipment may be treated as lost if it has not been delivered within about 30 days after dispatch for Registered Airmail or 21 days after dispatch for EMS Express, unless tracking shows ongoing movement or there are known large-scale disruptions.

If a shipment is reasonably assumed to be lost through no fault of the customer, we may offer one reshipment or a partial/full refund, depending on the specific case, in line with our
Returns & Refunds Policy and
Delivery page.

If your parcel arrives damaged or incomplete, please contact us as soon as possible and provide:

• your order number,

• photos of the outer packaging and any visible damage,

• photos of the items received and the packing slip (if available).

We will review your case, investigate with the postal or courier service where necessary, and offer an appropriate solution in accordance with our Returns & Refunds Policy (for example, reshipment or partial refund where applicable).

Because of safety, quality control and regulatory requirements, we generally cannot accept returns of medicines once they have been shipped and delivered, unless there is a proven shipping error or quality issue.

Before placing an order, please carefully check:

• the name, strength and quantity of the medicine,

• the pack size and dosage form,

• any local import restrictions in your country.

Full conditions and limitations are described in our Returns & Refunds Policy, Terms & Conditions and Medical & Legal Disclaimer.

Customs decisions are made by authorities in your country and are outside our direct control. If a parcel is delayed, returned or seized due to customs or regulatory reasons, we will:

• review the tracking data and any documents or notifications available;

• handle the case according to our Returns & Refunds Policy and Terms & Conditions.

Possible outcomes (such as reshipment or partial refund, where applicable) depend on the specific customs decision, the shipping method used and the regulations of your country. More background information is given on the Delivery page.