FREQUENTLY ASKED QUESTIONS (FAQs)
Q) Is MAWA a real pharmacy?
Yes, MAWA is a real pharmacy based in the city of Hyderabad and run by registered pharmacists. It has been in the pharmaceutical business since 25 years.
Q) Can I trust the medicines and healthcare products delivered by MAWA pharmacy?
Absolutely! We get all the medicines and the healthcare products directly from the reputed manufacturers and/or their authorized distributors. So, all the products sold by us are 100% genuine and authentic.
Q) Will I get the products at a good price at MAWA pharmacy?
No doubt! We have been a pioneer in offering discounts to our customers. You can be assured that when you buy medicines and healthcare products from us, you will get them at the best price in the market.
Q) Will I get good customer service before and after the purchase?
Definitely! Our online pharmacy is supported by a team of experienced pharmacists, customer support executives, order fulfilment specialists and delivery agents. You can be assured that we will be at your service whenever you need us. You are most welcome to reach out to our Customer Care if you have any questions, concerns, feedback, etc.
Q) How can I get in touch with MAWA pharmacy?
We are available 7 days a week, from 9 AM to 9 PM. You can reach out to us via phone, WhatsApp, email, “Contact Us” form on our Website & the App, and also you can visit us at our stores. Please visit our “Contact Us” page for more details.
ORDER RELATED QUESTIONS
Q) How can I place an order?
There are several ways to place an order;
- You can upload a prescription and send it to us via our Website & the App.
- You can search or browse for products available on our Website & the App, add them to the cart and checkout.
- You can send your prescription and requirements over WhatsApp.
- You can call our Customer Care and let us know what you want.
Q) At what time can I place my order?
Our Website & the App are available to place your orders, 24x7, 365 days a year. However, our Customer Support will get in touch with you as soon as possible.
Q) What are the payment options available?
We offer various payment options;
- You can make the payments securely on our Website & the App using the encrypted payment gateway with support for debit and credit cards, Netbanking, UPI, Wallets & more.
- You can make the payments via UPI using our QR Code, from any UPI Apps.
- You can also opt for Cash on Delivery.
Q) Why do I need to upload or attach a prescription?
If you order medicines that can only be prescribed by a qualified medical practitioner, then you need to share a prescription with us, when you place the order using our Website & the App or when you share your requirements via WhatsApp.
However, for all other healthcare products, you can directly purchase them, as per your requirement.
Q) Why can't I confirm the order as soon as I upload a prescription on the website or the app?
Our pharmacists verifies your prescription and digitizes them to send you the price of the medicines. After you have received our quotation, you can then place the order from the Website & the App.
Q) How can I edit or cancel my order?
You cannot edit your order after it has been placed. However, you can cancel and place a new order with the desired changes.
Moreover, you can cancel your order only before the order has been shipped. You can do so using the Website & the App, after signing in and navigating to the Menu -> My Orders -> Order Details.
Q) How is my order processed?
Once you place an order, our pharmacist reviews your order as per the prescription and approves for processing. If there are any issues, our customer support executives will get in touch with you to find a solution.
Our order fulfilment specialists will then process your order and package it for dispatch. Finally, our delivery team will make sure you get your order as soon as possible.
Please note the value shown on the order confirmation screen is just an approximate value and you will know the actual amount for your order when it is invoiced at our store.
Q) Why does the price of the medicines change?
The price of medicines vary by geographical location, batch number and often change on a day to day basis due to regulations, market conditions and the distributors. We will make sure you get the best price for your order.
Q) How can the medicines ordered by me are not available?
Please note that the price & stock of medicines change in real time! We strive hard to make sure that your order is fulfilled but in rare circumstances, if there is any shortage of the ordered medicines then our customer support will let you know.
Q) Can I buy generic substitutes?
Yes, you can buy generic substitutes if the doctor writes the generic name instead of the brand name in the prescription.
Q) I don’t find some of the medicines I need, on your website & the app. Why?
We are constantly working to add more and more products to our catalog. If you don’t find any medicine or product, please use the “Request Medicine” form or contact our Customer Care.
However, please note that, as per compliance with the Drugs and Cosmetics Act 1940 and Drugs and Cosmetics Rules 1945, we don't provide drugs specified as Schedule X.
DELIVERY RELATED QUESTIONS
Q) Why can’t I choose my city in the delivery address?
We value all our customers and would be glad to serve you! However, we are currently providing home delivery of medicines and healthcare products in the twin cities of Hyderabad and Secunderabad only.
Q) What are the delivery charges?
We offer FREE delivery for orders of Rs. 500 or above, in select cities. We charge a nominal fee for orders of value less than Rs. 500. Please check the delivery charges shown during the checkout.
Q) How can I track my order?
As soon as you place an order, our order fulfilment specialists process your order and will send you notifications via the App, SMS and email.
Q) What if I am not at home when the products are delivered?
In case you are not at home, you can nominate a neighbor or someone close by to receive the order but please make sure the payment is made, to avoid any delays.