Instant eCare Helpdesk
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Read our frequently asked questions.
My order is stating that it is ‘pending.’ What does this mean?
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.
I have not received an email confirmation, what should I do?
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 firstname.lastname@example.org
I want an update on my order
The status of your order can be found via your account under the "My Dashboard" section. Pending - Your order is being reviewed Approved - Your order has been approved and is being dispensed by our dispensing team Cancelled - Your order has been declined Closed - Your order was refunded Dispatched - Your order is on its way to you. Please note: The length of time it takes to dispatch your order depends on the information you have provided. The prescriber may
Why hasn't my order been dispatched yet?
If the status of your order hasn't been updated within one working day then we are likely expecting more information from you before we can dispatch your order. Check your emails for correspondence from us asking for additional information Also, check your 'junk' or “spam” filter. Check the details that you have provided us. Have you given us the correct email address and phone number? If not, please give us a call, drop us a line either via email or live chat. Patients should be awa
I want to amend my order. What should I do?
If you have made a mistake or would like to amend your order, please give us a call on 02920488127 or email us at email@example.com Provide our support team with your name, postcode and contact number. Tell us how you would like to amend your order. Please note: Because we offer same day dispatch, it may not be possible to change or amend your order. A member of the team will be able to advise you whether it is possible to cancel your order. If we can’t cancel your order, yo
Why are you calling me?
A member of the team is trying to get in touch with you as our prescriber has requested further information from you. If we cannot get through to you via phone we will send you an email. Please also check your 'Junk' or ‘Spam’ filter. Your order will be held until we have received any necessary additional details.
How will I know you have received my order?
You will receive an email confirmation once you have completed your order. Royal Mail will send tracking details after 5pm on the day of dispatch. If we require additional information from you, you will be informed of exactly what is required after you have successfully completed payment. If you have any concerns or further questions please email us at firstname.lastname@example.org
I have been sent the wrong order, what do I do?
If you believe you have been sent the wrong order, or on the rare occasion there has been a mistake, please inform us as soon as possible via Live Chat or phone. A member of our team will ask for some further details before they will inform you of what to do next.