Frequently Asked Questions (FAQ):


Where is my order?

HI Pharma 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 confirmation unless:

·         Your order has been already shipped,

·         The product you bought was specifically imported for you.

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.

Prices and Payment

What should I do when encountering error during checkout?

Albeit 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 pay?

When 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.


Whilst 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 name:

Bank Address:

Account Number:

International Bank Account Number:

How can I get a free shipping offer?

If your 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 shipping offer.


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: help@hipharma.co 
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 below: 

·         Diapers

·         Baby wipes

·         Milk & nutrition items

·         Potty training items

·         Undergarments


·         Products with 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 period.

·         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.

·         Further exceptions 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 .

Your Account

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 to Cart”.

·         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 countries.

Shipping rates are determined by weight and location. Check the shipping fees on the checkout process page.

·         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

For shipping fees inside Gulf Countries please see our International Shipping Rates section.

For shipping fees outside Gulf Countries please see our Shipping fees section.

How do I track my order?

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 my order?

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.