Question 1

My order is stating that it is ‘pending.’ What does this mean?

Accepted Answer

Once an order has been placed our prescriber will review it before approving or declining the order.
Often, our prescriber will need further information from you. A member of the team will be in touch if this is the case.

**Please note: ** The length of time it takes to dispatch your order will depend on the product and the information you have provided.

Question 2

Will I receive tracking details once my order has been dispatched?

Accepted Answer

All of our packages are sent delivered by Royal Mail.
Royal Mail will either email or text you the tracking number at around 5pm on the day of dispatch.

Question 3

Why have you taken a payment before my order has been approved?

Accepted Answer

When placing an order with us, payment is taken during the checkout stage.
We take payment before approval to ensure we can dispatch your order as quickly as possible after it has been approved. This is standard procedure across all online pharmacies.

If your order is not approved, you are immediately given a full refund.

Question 4

Can I order more medication to stock up?

Accepted Answer

This depends on the type of medication you want to order.
We do not allow clients to stock up on Antibiotics due to the risk of antibiotic resistance. Please visit your GP if you think you require more antibiotics. You can read more here: What is antibiotic resistance?
It is possible to stock up on asthma inhalers if your asthma is well controlled and you have had an asthma check recently.
If you let a member of the team know that you are looking to stock up they will inform our prescriber.

Question 5

I’d like to cancel my order.

Accepted Answer

It is possible to cancel an order, however, if your order has been dispatched we charge a £10 cancellation fee.
Any orders under £10 cannot be refunded.
For more information, please read our terms and conditions.
We can attempt to recall the package back from Royal Mail, or you can refuse the package once it arrives so that it will be sent back to us.

Please note: We can only issue a refund once the item has been returned back to us.

Question 6

I have not received an email confirmation, what should I do?

Accepted Answer

Email confirmations are sent automatically to your email address given when setting up an account with us.
If you do not see an email in your 'Inbox' then please check your 'Junk' or ‘Spam’ filter.
For status updates, you can go to your account and view that status of your order in your dashboard.
If you have any concerns please get in touch with a member of the team via live chat or email us at support@instantecare.co.uk

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