FAQ

Here's a quick rundown of how our service works:

1. Place Your Order: Browse our selection of health and med products, add your desired items to your cart, and proceed to checkout.
2. Payment: After placing your order, you'll receive an email from us with payment instructions. Follow the steps in the email to complete your payment.
3. Order Processing: Once your payment is confirmed, we’ll start processing your order, which usually takes 1-3 business days.
4. Shipping: We carefully pack your order and ship it from our hub in Almaty, Kazakhstan. You’ll receive an email with tracking information once your order is on its way.
5. Delivery: Your order will be delivered to your doorstep by our trusted shipping partners. Depending on your location and the shipping method chosen, delivery times may vary.
6. Customer Support: If you have any questions or issues along the way, our customer service team is here to help. Just reach out to us, and we’ll assist you.

That’s it! We aim to make your shopping experience as smooth and hassle-free as possible!

We source all our products from the largest and most reputable pharmaceutical distributors and major pharmacy chains in the Republic of Kazakhstan.

This ensures that you’re getting top-quality meds and health products.

Every item we sell comes in the original manufacturer's packaging, complete with official patient information leaflet (PIL) that come with the product.

We take pride in providing you with the best, straight from trusted sources!

• Regular Airmail: This is our standard shipping method, costing just $15. It’s a reliable way to get your order delivered right to your doorstep.
• EMS: For our friends in Australia, we highly recommend using EMS. It costs $35 (~54 AUD), but it offers better tracking and faster delivery times compared to regular airmail.
• Free Shipping: If your order totals over $149, you’re in luck! We offer free regular airmail shipping on orders above this amount.
• Shipping to Canada: For our Canadian customers, we prefer sending packages as parcels rather than small packets. While this method is a bit pricier at $30, it includes tracking, which regular airmail small packets do not offer.

Once your order is shipped, you'll receive an email from us with the tracking number and links to websites where you can monitor your package's journey.

Here are a few examples of how you can track your order in different countries:

• United States: https://www.usps.com/
• United Kingdom: https://www.royalmail.com/
• France: https://www.laposte.fr/
• Italy: https://www.poste.it/
• Turkiye: https://www.ptt.gov.tr/
• Saudi Arabia: https://splonline.com.sa/
• Australia: https://auspost.com.au/ for both EMS and regular parcels

You can also track your parcels worldwide using these general tracking websites:

• https://track24.net/
• https://www.ship24.com/

Yes, import restrictions on medications can vary by country.

It's always a good idea to check the specific regulations in your country before placing an order.

Here are some examples and links where you can find more information:

USA:

FDA - Importing Human Drugs: https://www.fda.gov/industry/importing-fda-regulated-products/importing-human-drugs

U.S. Customs and Border Protection: https://www.cbp.gov/

UK:

MHRA - Importing Medicines: https://www.gov.uk/government/organisations/medicines-and-healthcare-products-regulatory-agency

Australia:

TGA - Personal Importation Scheme: https://www.tga.gov.au/personal-importation-scheme

Australian Border Force - Can I bring it in?: https://www.abf.gov.au/entering-and-leaving-australia/can-you-bring-it-in

Canada:

Health Canada - Importing and Exporting Health Products: https://www.canada.ca/en/health-canada/services/drugs-health-products/compliance-enforcement/importation-exportation.html

Canada Border Services Agency - Bringing Health Products into Canada: https://www.cbsa-asfc.gc.ca/travel-voyage/ivc-rnc-eng.html

Germany:

BfArM - Importing Medicines: https://www.bfarm.de/EN/Home/_node.html

German Customs - Personal Imports: https://www.zoll.de/EN/Home/home_node.html

Japan:

Ministry of Health, Labour and Welfare: https://www.mhlw.go.jp/english/policy/health-medical/pharmaceuticals/01.html

Japan Customs - Import/Export Procedures: https://www.customs.go.jp/english/summary/prohibit.htm

France:

ANSM - Importing Medicines: https://www.ansm.sante.fr/

French Customs - Individuals: https://www.douane.gouv.fr/

United Arab Emirates:

Ministry of Health and Prevention - Controlled Medicines: https://mohap.gov.ae/en/

Dubai Customs - Services for Individuals: https://www.dubaicustoms.gov.ae/en/

Always check with your local customs office or regulatory authority for the most accurate and up-to-date information.

This ensures you comply with all import regulations and avoid any issues with your shipment.

We dispatch all our orders from Kazakhstan, Almaty.

Our team works diligently in our hub to ensure your packages are carefully packed and sent to you as quickly as possible.

Rest assured, your order is in good hands from the moment it leaves our facility.

We cannot ship packages through courier services such as DHL, FedEx, or others.

Even if you have an agreement with one of these courier services, this option is not available.

This restriction is due to local customs regulations governing the passage of goods in our region.

If your order is delayed at customs, don't worry – we're here to help. We monitor all shipments, so if you see your package stuck at customs, contact us.

We'll try to assist and provide information considering the specifics of your country's customs.

Sometimes, you might need to complete an online declaration on the postal service's website or provide more information about the package contents.

We'll guide you through these steps if needed. Just reach out to our customer service team, and we'll assist you in getting your package released as quickly as possible.

If the courier attempts to deliver your package but no one is home, don't worry.

Depending on the rules of the postal service in your country, the courier will either try to deliver the package again later (sometimes making multiple attempts) or leave it at a local postal office for you to pick up.

They’ll leave a paper notice and/or update the tracking status with information on where and how to collect your package.

You'll need your ID and sometimes the paper notice left by the courier to pick it up.

Just follow the instructions, and you'll have your package in no time.

We offer a variety of payment methods to make your shopping experience as convenient as possible:

• Wire Bank Transfers: We accept transfers in EUR (SEPA), USD, GBP, and AUD.

You can make the transfer through your bank's app or use third-party transfer services like Ria, Osko, Revolut, Wise, Western Union, MoneyGram, and Zelle (for transfers to US bank acc with banking details only) among others.

• Bitcoin: We also accept BTC as a convenient digital payment option.

Choose the method that works best for you and enjoy a hassle-free shopping experience!

Yes, it's possible to change your payment method after placing an order.

Just reach out to our customer service team asap, and we'll assist you in updating your payment details.

If you are not from one of the countries where we have bank accounts, you can use third-party bank transfer services to make your payment.

The fees for these services vary depending on the provider and the amount being transferred, but they are generally quite small.

Please check with your chosen service for exact fee details.

We do not offer a Pay-after-delivery option. All orders must be paid in full at the time of purchase, as we operate on a prepayment basis.

However, for regular customers, we can arrange this option on a case-by-case basis.

If you have any questions or would like to discuss this further, please feel free to contact our customer support team.

Placing an order with us is easy:

1. Browse Products: Explore our selection and Add your desired items to your Cart.
2. Checkout: Enter the necessary details, including the recipient’s name and shipping address.
3. Payment: After placing your order, you’ll receive an email with payment instructions. Follow the steps to complete your payment.

Your order is now placed!

While you don’t need to provide a prescription to place an order with us, we operate on the understanding that you have consulted with a licensed medical practitioner and have the appropriate Rx for your meds.

If you have any specific questions about our products, feel free to reach out to our customer service team – they’re here to help!

• Our minimum order is just $35 USD

This modest minimum ensures we can offer you the best prices while maintaining high standards of service and efficiency.

• There is no maximum order limit

For large orders, customers can make payments in installments, and we will ship items in separate parcels. This ensures a smooth and efficient delivery process regardless of order size.

However, we are limited by the import regulations of the destination country for individual recipients.

Providing a phone number isn't strictly necessary when placing an order, but it can be helpful for ensuring smooth delivery and communication.

Couriers, postal services, or customs might need to contact you to resolve any issues quickly.

If you prefer not to provide one, that's perfectly fine – just make sure your email address is correct so we can keep you updated on your order status.

Yes, you can definitely order meds for another person.

When placing the order, simply provide the recipient's name, shipping address and phone number.

You can still use your own email address to receive updates and tracking info.

If you didn't receive an order confirmation email, try these steps:

1. Check Your Spam/Junk Folder: Sometimes emails can end up in these folders by mistake.
   
2. Verify Your Email Address: Ensure that the email address you entered during the checkout process is correct.
3. Add Us to Your Contacts: Adding our email address (hello@rxeli.com) to your contact list can help prevent future emails from being marked as spam.
4. Proton Mail Users: Please note that our emails often do not reach Proton Mail addresses. We recommend using an email address from another service.
5. Contact Customer Support: If you still can't find the confirmation email, please reach out to our customer support with your order details for further assistance.

You can cancel your order any time before we dispatch it.

Just reach out to our customer service team asap, and we'll help you with the cancellation process.

If the order has already been dispatched, unfortunately, it cannot be canceled.

For safety and regulatory reasons, we cannot accept returns of any med.

If you have any issues with your order, please contact our customer service team, and we’ll do our best to assist you.

If you have unwanted or unused med, we recommend taking it to your local pharmacy for safe disposal.