Frequently Asked Questions (FAQ):
Where is my order?
endeavors to deliver your order on the specified date.To view the delivery
date or track your order:
· Log in to the HI Pharma
account using your registered email address and password.
· Click on your name displayed in the upper corner of the page.
· Click My Orders. The request screen will appear for the past six months.
Note: For purchases
made using a credit card, the shipping charges (if any) will refund to the same
card within 5 to 7 working days after the order is canceled successfully.
How to amend or
cancel an order?
You have the right to
amend or cancel your order within 7 work days from the date of your order
Your order has been
The product you
bought was specifically imported for
You can cancel your
order or item online only before it enters the shipping phase. Unless the
product has entered the shipping phase. You can still amend or cancel your
order before it is dispatched only through contacting our customer service.
How can I get an out
of stock item(s)?
Do not worry if a
specific item is out of stock, you can contact the customer service team, who
will try their best find an alternative item or give you an you an approximate
time of when the item will be back in stock.
should I do when encountering error during
rarely, there may be malfunction or technical issues when placing an order. In
this case, use Ctrl+Shift+N keys to enter the "Incognito" mode in the
Chrome browser then try to place the order again.
Or if you are shopping through the app, switch it off and on again.
How can I
shopping at HI Pharma, be assured of an easy-to-navigate and secure site that
provides easy and secure payment solutions to cater for all your needs.
your payment is being authorized, look out for https// in the address line of
the page you are directed to. This indicates that your data is being
transferred using Secure Socket Layer (SSL) protection. We use industry
standard data encryption to make sure no unauthorized parties can access your
payment details. Hereby the available payment methods:
· We use the best and most secure electronic portals for Visa and MasterCard card users.
Cash on Delivery.
Bank transfer with the value of the
order to the account of HI Pharma, and the products are prepared for shipment
upon receipt of the transfer.
Bank Account Number:
How can I get a
free shipping offer?
address/country is within the free shipping area, and
the value of your total purchase exceeds the specified value of the free
shipping offer. Also, make sure that the product is included in the free
What should I do if
I received a wrong / damaged /order with missing item(s) and would like to
request a refund?
A refund request must be submitted here. Or by WhatsApp customer service at this number: +965 66181865
Or by email: firstname.lastname@example.org
It may take 5-6 business days for review of refund requests. Once the request is approved, please wait for 7-14 working days if the return will be via credit cards, and 3-5 working days if it will be through a bank account inside Kuwait, or 7-10 working days if it will be through a bank account in Gulf countries, or 3 working days in case of payment upon receipt. Until Hi Pharma transfers the funds back to the financial account with which the payment was made. Rest assured! Our customer service staff reviews the request within the specified period above, so there is no need to contact us again.
What items are not
eligible for return?
“Hi Pharma” has an excellent
customer service that follows up on client requests. You can return a product within
7 days from delivered date. Products can’t process for return are listed
Milk & nutrition items
Potty training items
extended delivery time
Items on sale
Items that are not in
original condition and packaging (For example, it came in a sealed box or
plastic packaging and this was removed, broken or torn).
Damaged items due to
misuse or showing signs of wear and tear, even if they are still under warranty
Items that have been
assembled, used, altered or installed, unless defective.
Items that were
sealed and require their hygienic levels to be intact from the manufacturer.
are mentioned along with the product description.
And if you wish to return the order after receipt without any damages, the customer shall bear the cost of shipping and delivery through the following shipping services only: (DHL - Aramex), provided that the goods to be returned are in their original condition (unused and with their cover) and attached to the original purchase receipt .
How do I shop HI
Pharma online? How do I shop HI Pharma online?
Visit our Shopping Page by clicking on it in the menu at the top of the site’s home page.
Choose the product you want
to buy and add it to the shopping cart / purchases by clicking on “Add
When you finish shopping, click
"Proceed to Payment".
To complete your request,
log in to your account (if you have one). If you do not have an account, just
create an account.
How much do you
charge for International Shipping?
We strive to ship
to all international addresses within 7-10 working days across all major
are determined by weight and location. Check the shipping fees on the checkout
Cash on Delivery may not be available for heavy items
Additional legalization and customs fees may be applicable
outside Kuwait and are to be paid by the consignee
shipping fees inside Gulf Countries please see our International Shipping
For shipping fees
outside Gulf Countries please see our Shipping fees section.
How do I track my
You can track your
order from your account on Hi Pharma website. Once the product is shipped, you
will receive a text message and an email to confirm the shipment of your order.
You can also contact our customer service team and they will always be happy to
help you track your order.
When will I receive
You are our priority!
Thus, we aim to deliver the products within 24 hours in Kuwait, 3-5 working days in the Gulf countries and the rest of countries.