How do I check my order status?
| Frequently Asked Questions:
A: Click on "MY ACCOUNT", then click on the button "Order History". To
view the status history, comments and tracking data of an order click
on "View Details". You can print an Invoice by clicking on "Print
Invoice" on the Order details page.
What does "PENDING" mean?
A: Your order is either awaiting verification or credit card
Q: What does "CONFIRMING ORDER"
A: We have contacted you by e-mail with questions regarding your order.
We are awaiting your reply so we can continue processing your order.
What does "PROCESSING" mean?
A: Once your credit card has been authorized, your order status will be
"PROCESSING". The order is awaiting dispatch.
Q: What does "SHIPPED" mean?
A: Your payment has been received and we have shipped your order.
Orders can not be cancelled or returned once your credit card was
charged. All sales are final and non-refundable.
What does "RECEIVED" mean?
A: After your order has shipped, you have kindly notified us that your
order has arrived. We will set your status to "RECEIVED". This helps us
to estimate average shipping time for other customers. It also shows us
at a later stage that you are a honest customer and it might influence
our decision to re-ship an order to you in the event where a subsequent
order does not arrive.
Q: What does "REJECTED" mean?
reserve the right to deny service at our own discretion and without any
reason. An example would be if we have requested a fax confirmation of
your order or any supporting documentation and you were unable to
supply us with the information. Another example might be if we can not
contact you by e-mail on the address you provided. We also take part in
a global loss prevention Blacklist project. If your details match an
entry in the blacklist, we can not accept orders from you.
My order history is showing more than one shipping date, why is that?
A: There is only one shipping date for each order, that date where your
order history has the comment "Shipped on (DATE) from (COUNTRY)". After
the order was shipped, there might be new entries to your order
history, the status would have remained unchanged "shipped". An example
would be an entry for your tracking number.
Q: My order history is showing
"CNS", what does that mean?
A: CNS is an internal entry only, it means that you have contacted us
on this date to enquire about your order status.
Q: How do you ship? What carrier
A: We ship daily Mondays - Fridays from various locations. Orders
received on weekends will be shipped the following business day. We use
registered airmail and the goods will be delivered to you by the postal
service. A signature will be required unless you have previously
ordered from us and made arrangements with our Customer Service staff
to receive your order without signature required.
How much do you charge for shipping and handling?
A: It will depend on the shipping option you select at the moment of purchasing. Also it will depend on how many products you order. There is a flat shipping and handling fee of $30 USD per one product, and an additional $20 USD per every extra item ordered. If you ordered only one item, then you would be paying $30, if you ordered two items $50, ecc.
Q: Can you "overnight" my order?
A: Overnight delivery is not possible.
Can you use FedEx/DHL or UPS for my order?
A: No products can be shipped by FedEx or other Couriers at present.
Q: Why do the Generic pills I received look different?
A: The pills you order from us will look a bit different than brand name equivalents. Our drugs do not look the same as the brand name products, even though they have the same active ingredient and work in exactly the same way. In addition, the same brand name pill may look different if manufacturer in a different country. For example, Celexa 20MG is a peach colored pill in the US, yet the Canadian pill is white and a little bit smaller than the US pill. Both pills are Celexa 20MG, both have the same active ingredient, and both are made by the same company. But, for whatever reason, the manufacturer decided to make the Canadian pill a different color.
How long will it take until I get my order?
A: It depends on where you are and what you order. Customer Service
will give you details by e-mail once your order has been processed. As
an approximate guide, 10 - 20 days will work for most countries
inlcuding the USA. These are estimates only, we cannot be more specific
as we do not have control over the efficiency of the postal service.
Please only contact us if your order has not arrived 30 days from the
shipping date found in your order history (found when logging into your
Q: Where do you ship from? I am
concerned about receiving orders from certain countries.
A: We ship from various locations.
What does your "shipping guarantee" mean?
A: If your order has not arrived after 30 days, please contact us and
we will investigate and track the shipment. We will offer you, at our
sole discretion, one of the following options: Full refund,
free-reshipment or account credit. Which option is offered to you will
be determined after consulting with you and in accordance with your
previous order history and our loss prevention guidelines. We welcome
your feedback after your order arrived to let us know that you received
it, it allows us to better estimate the average shipping time to other
Q: Do you ship to the UK /
Canada / Europe?
A: Yes, we can ship all our medications worldwide.
What happens if I am not home to sign for my order?
A: The delivery person will leave a slip or card at your delivery
address and you can pick your order up from the post office that is
servicing your area or in some cases arrange re-delivery. If you have
not been notified, you may ask the post office whether there is an item
waiting for you. Orders returned or rejected will NOT be received by
us, do not return any medications, they would be lost and you will not
receive a refund.
Q: What payment methods are
A: We accept VISA, MASTERCARD, DINERS and AMEX. We do not accept other forms of payment at this time.
What will appear on my card statement?
A: Charges from us will appear under various discreet names on your
credit card statement, you will be informed in your order confirmation
e-mail of the exact name. If you have any doubt, contact us first!
Charges are non-refundable. Disputed charges will be collected
including all reversal fees by our debt collection contractors.
Q: My card declined and the
reason was "blocked", why is my card blocked?
A: Our bank does not accept certain card or cards issued in certain
countries or by certain banks to prevent fraud. For example if your
VISA or MasterCard was issued by the Capital One bank, it would not be
The amount billed to my card was different to the amount on my order.
A: In some cases, your card might be processed in a different currency
and due to conversion rates the USD amount you see on your card
statement might be slightly lower or higher than the amount shown on
the order, we try everything possible so the amount is not higher, but
we can not predict the fee your bank might charge you.
Q: How secure is ordering from
A: For your security we are using SSL Encryption (Secure Socket Layer).
This technology encrypts all communication between the sites secured
pages and your computer making it safe to submit personal and credit
card information. We have chosen to use 128bit (stronger) encryption.
This simply means that we are using one of the best, most secured
encryption currently available.
A: Fraud is defined by some of but not limited to the following
scenarios: a) Non-payment of shipped orders b) using a third party
credit card without cardholders consent c) writing bad checks d)
canceling checks for shipped orders d) providing false contact
information e) requesting charge-back or reversal of credit card
charges for orders that have been duly referred by us and shipped.
Q: I need some products that are
not shown on your site. Can you get them for me?
A: Possibly yes, please email email@example.com with the details
of the drug name and preferred brand name and the mg amount you need or
use our "Suggest a Product" feature. We will notify you be email once
we have added the product to our web site so that you can place your
order. Please note that we do not currently offer Hydrocodone, Ritalin,
Pholcodine or Dihydrocodeine.
You offer brand name medicines and generics. Are generics of the same
quality as the original brand name product?
A: Generics are usually of the same quality as the original but they
are manufactured by a different company and will cost less. In most
cases, we provide both, the originals and the generics and you may
choose your preferred option.
Q: The medication I have
received looks slightly different to what I used to buy, whats wrong
A: We source our products in various countries, you will find that the
manufacturers market differently in each country and as an example,
American 10mg Valium from Roche is blue and has a "V" in the middle.
European 10mg Valium from Roche is round and blue and does not have a
"V" in the middle.
What is your policy on product substitution?
A: If you have ordered brand name product, and we run out of stock or
there is any problem with your order, we will not substitute. We will
contact you. If you have ordered generic product and there is a problem
or we sold out of the generics, we will upgrade to brand name product
free of charge. For example, if you order generic diazepam and we are
out of stock, we will charge you the lower price of diazepam but ship
Roche Valium at no extra cost.
Q: Who or what is painreliefpharm.biz?
is an online pharmacy dedicated to giving you convenient access to your
pharmaceutical needs with minimum hassle and at reasonable prices. painreliefpharm.biz
not only want to get your business, but keep your business. painreliefpharm.biz
does not advocate the use of any particular drug. We are in the
business of ensuring that you have access to the drugs your physician
has advised you to take. We handle customer service and billing and
negotiate with overseas pharmacies to ensure your satisfaction. We aim
to respond to all customer queries in less than 12 hours, 24 x 7 x 365
and provide shipping guarantee to give you peace of mind.
Is it legal to order prescription drugs over the Internet?
does not offer legal advice. In most countries it is legal to order
medicine online if the quantity in the shipment you are receiving does
not exceed a 90 day supply for personal medical use and you are under
the supervision of a physician. Please verify local regulations before
placing an order. Where a prescription is required, we will require the
prescription to be faxed to us. If you do not have a prescription, we
may be able to refer you to a physician who can visit you or do an
online or telephone consultation with you and then issue a
Q: How does the order process
A: After submitting your order successfully, we will process your order
internally. You can see the status of your order until it has been
shipped in your order details after logging in. You can check up on the
status of your last ten orders by logging in to the website with your
e-mail address and password.
Do I have to have a prescription?
A: During the check-out process, we ask you to complete a health
questionnaire. This data will be used by a local physician to evaluate
whether our partner pharmacy can fill your order. The prescription will
then be archived at the partner pharmacy. We do not ship copies of the
prescription with your order.
Q: Do you accept insurance?
A: No, we can not accept insurance.
My order was rejected because I am blacklisted, what is this and how do
I get off the list?
A: One of the participating pharmacies has added your details to the
blacklist, for example if you disputed a payment, threatened to dispute
a payment or reported unusual losses to your address. You might be able
to get off the blacklist by paying money owed to the pharmacy that
added you to the list.
Q: If I create an account /
login with your site, do you charge a membership fee?
A: No, we do not charge for or offer any type of membership. The only
time we charge your credit card is if you submit an order.
Q: Do you offer automatic
A: No, we do not offer automatic refills. If you wish to order again,
please place a new order through our web site.
Is your LIVE Chat available 24 hours?
A: Our customer service representatives attend the LIVE Chat whenever
the workload of e-mail support calls allows this. The times the LIVE
Chat is attended may be infrequent based on the general amount of
enquiries they are attending to.
Q: I am having technical
difficulties with your website or reaching customer service.
A: Some ISPs are filtering e-mail from our help-desk system. If you do
not get correspondence from us upon placing your order or sending an
e-mail enquiry, check your "spam filter" settings on your e-mail
account and try e-mailing customer service from an alternative address.
Customer service can be e-mailed from the contact us page on this web
site. Alternatively you can try to contact customer service via the
yellow live help button at the bottom of our homepage.