Free shipping for purchase above RM68 to peninsular Malaysia. T&C applied.

Free shipping for purchase above RM68 to peninsular Malaysia. T&C applied.

FAQs (Frequently Asked Questions)

Q1. I already registered as a HTM member at the retail outlet, how do I like it to my online account?

Answer: Your HTM membership account at the retail outlet is not linked with the online website (www.htmpharmacy.my), so you will need to register a different one on the website using your email.

 

Q2: I have collected points with my HTM membership at the retail outlet, how do I use it here on the official website?

Answer: Please refer to Q1. The points collected at the retail outlet cannot be used on the website.

 

Q3. What can I do with the points earned from the website?

Answer: Points earned from the website transactions can be redeemed on your next online purchase. Every RM1 spent, you will earn 1 point. Every 100 points are equivalent of RM1 rebate for your online purchase.

 

Q4. What are the Terms & Conditions for free shipping?

Answer: Free shipping is only applicable for orders below 10kgs and with purchase of RM 68 and above in a single transaction. Free shipping promotion is only valid for address in Peninsular Malaysia.

 

Q5. What payment method(s) do you accept?

Answer: We accept credit card (Visa/ Master/ UnionPay), online banking (FPX) & also e-Wallet (Boost, Grab, Touch n Go, Shopee pay) and etc.

 

Q6. How to check my order status and tracking number?

Answer: You may check your order status at My Account > My Orders

 

Q7. What courier company will deliver the order?

Answer:

Peninsular Malaysia - Skynet

East Malaysia – ABX Express

Cameron Highlands – City-Link Express

 

Q8. How long does it take to receive my order?

Answer:

 

Order received on working day (Monday-Friday)

Order received on weekend/ public holiday

Local Delivery (Ipoh area)

Same day delivery for order received before 3pm.

Next day delivery for order received after 3pm.

Order will be processed on next working day and will deliver on the same working day. E.g., Order placed on Sunday will be delivered on Monday.

Outstation Delivery (Peninsular Malaysia & Cameron Highlands)

Usually takes 2-3 days after shipment status is confirmed (subject to courier & location)

Order will be processed on the next working day, and usually takes 2-3 days after shipment status is confirmed (subject to courier & delivery location)

Outstation Delivery (East Malaysia)

Usually takes more than a week (10-14 days) after shipment status is confirmed (subject to location & custom clearance)

Order will be processed on the next working day, and usually takes more than a week (10-14 days) after shipment status is confirmed (subject to location & custom clearance)

Self-pick up at branches

Depending on the branch location & delivery schedule. Branch will notify & contact once the order is received & ready for collection.

Order will be processed on the next working day. Depending on the branch location & delivery schedule. Branch will notify & contact once the order is received & ready for collection.

Delivery schedule for branches (subject to changes without prior notice)

 

Example: Order placed on Sunday & intended to be self-collected from Bercham branch

 

Your order will be prepared & packed by the online team on Monday (working day). Your parcel will then be dispatched from the warehouse & delivered on the next delivery schedule (Wednesday). The Bercham branch will inform you for the collection within 24 hours upon receiving your parcel.

Monday, Wednesday & Friday

  1. Ipoh Garden South
  2. Bercham
  3. Simee
  4. Gunung Rapat
  5. First Garden
  6. Ipoh Town
  7. Botani
  8. Pengkalan (JPP)
  9. Menglembu

Tuesday & Saturday

  1. Batu Gajah
  2. Sitiawan
  3. Teluk Intan
  4. Bidor
  5. Kampar

Tuesday & Thursday

  1. Bukit Mertajam
  2. Kuala Kangsar
  3. Sg. Siput
  4. Chemor

Thursday & Saturday

  1. Pusing

*Estimated delivery time for the orders are subjected to change due to super sales/ promotion events like 12.12 or etc, where the normal flow will be disrupted by the high volume of sales, and thus the delivery time will be delayed.

 

 

Q9. My order status shows 'Completed', but I didn’t receive it.

Answer: If you have checked with your surroundings (for example: guard house/ front desk/ receptionist/ neighbors, family, or colleagues) but still unable to locate your parcel, please feel free & reach out to our Online Team +60 12-675 8011 with your order number, we will then check & follow up for you.

 

Q10: I received a wrong item/ or I would like to request for an exchange/ refund, who should I contact?

Answer: You may directly contact our online team at 012-675 8011.

 

Q11. Can I purchase prescription or controlled medicine online?

Answer: Due to the law & regulations, prescription or controlled medicine cannot be sold through the online platform without the supervision by a pharmacist. You may contact our pharmacist consultation service at 010-370 8011 (Monday – Friday, 9:00am – 6:00pm) or any of the retail outlets for the arrangement. We can then arrange for home delivery (local) or courier (outstation) for your orders.

 

Q12. Can I arrange for Drive thru & pick up at your retail outlets?

Answer: Yes. You may contact any of the retail outlets to order & arrange for pick up by drive thru. Our team members at the will then take out your orders & put it in your car. Payment can be made by using online transfer / e-wallet / cash or credit card on the spot.

 

Q13: How do I arrange for home delivery? What are the charges?

Answer: You may contact any of the retail outlets to order & arrange for home delivery. We will use a 3rd party rider to deliver your order.

 

For Ipoh & Batu Gajah outlets, the standard delivery charge is RM5.

 

For other outlets location (Kampar, Teluk Intan, Sitiawan, Bidor, Kuala Kangsar, Sg. Siput & Bukit Mertajam), the charges vary & will follow the amount on the Grab Express app.

 

Q14: How do I pay you if I were to arrange for home delivery?

Answer: You may deal & arrange with the retail personnel before delivery. Payment options include online transfer or e-wallets. COD (cash on delivery) option is not available.

 

Q15: Can I purchase & ship it to overseas?

Answer: Yes, you may refer to this link/ article (https://htmpharmacy.my/pages/international-shipping ) for the information & contact our person in-charge (010-370 8011) for the arrangement of it.

Copyright © 2021 HTM Pharmacy