FAQs (Frequently Asked Questions)
Q1. I already registered as a HTM member at the retail outlet, how do I link 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 100 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 - Poslaju
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) |
Usually takes 1-2 days after shipment status is confirmed | Order will be processed on the next working day, and usually takes 1-2 days after shipment status is confirmed (subject to courier & delivery location) |
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. |
*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 +6014-3658011 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 014-3658011.
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 – standard charges of RM10) 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 outlet 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. The standard delivery charge is RM10.
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.