Frequently Asked Questions
Account and Registration
How do I create an account as a consumer?
To create an account, follow these steps:
- Click on the user icon at the top-right corner of the homepage.
- Select Register.
- Fill in your email address and password, or sign up using your social media accounts.
- Agree to the Terms and Conditions and Privacy Policy.
- Click the Register button to complete the process.
- After registration, update your personal details on the My Account page for a smoother shopping experience.
Do I need to create an account to place an order?
Yes, you need to have an account to place an order. Creating an account ensures a seamless shopping experience and allows you to track your orders easily.
How do I rest my password?
To reset your password:
- Click on the user icon at the top-right corner of the homepage.
- Go to Account Details in your profile.
- Enter and confirm your new password.
How can I update my account details?
To update your account details:
- Click on the user icon at the top-right corner of the homepage.
- Go to Account Details in your profile.
- Edit your information and save the changes.
What should I do if I face issues logging in?
If you face any issues logging in, contact us via email at support@pharmdx.com.my or WhatsApp at +6011 2080 1378 for assistance.
Orders and Payment
How do I place an order?
Placing an order is simple:
- Log in to your account.
- Search for the desired products to add to your Shopping Cart.
- Access your Shopping Cart page to review your items.
- Choose your shipping method and proceed to Checkout.
- Fill in your billing and shipping details accurately.
- If applicable, apply your points or coupon during checkout.
- Select your payment method, complete the payment, and submit the order.
- Once the payment is successful, you will receive an order confirmation email along with an invoice.
Can I cancel or make changes to an order once it is placed?
Unfortunately, orders cannot be canceled or amended once the payment is completed. Please review your cart carefully before proceeding to payment.
What payment methods are available?
Payments can be made via:
- E-wallets (e.g. TnG e-Wallet, Shopee Pay, Grab Pay or Maybank QR Pay)
- Credit cards / Debit cards (e.g. Mastercard, Visa and Union Pay)
- Online banking
Can I pay on an installment basis?
We currently do not offer installment payment options.
How do I know if my order went through successfully?
You will receive an order confirmation email once your payment is successful.
What should I do if my payment is declined?
If your payment is declined, try an alternative payment method (e.g., e-wallet or credit card). If the issue persists, contact our customer support at support@pharmdx.com.my or WhatsApp +6011 2080 1378.
How can I request a refund?
Please refer to our Return and Refund Policy for detailed information on refund eligibility and the process.
Shipping and Delivery
What is the shipping cost?
- The shipping fee for West Malaysia is a flat rate of RM 8 per order for local deliveries.
- The shipping fee for East Malaysia is a flat rate of RM 16 per order for local deliveries
- Orders exceeding RM 150 are eligible for free delivery.
Do you offer free shipping?
Yes, free shipping is available for purchases above RM150.
Do you deliver outside of Malaysia?
Currently, we only provide local delivery within Malaysia.
How long does delivery take?
- For West Malaysia: 3–5 working days.
- For East Malaysia: 5–7 working days.
What should I do if my order hasn’t arrived?
Contact our customer support team at support@pharmdx.com.my or WhatsApp +6011 2080 1378 for assistance.
Which courier service do you use?
We partner with EasyParcel and primarily use Citylink and DHL for deliveries.
Do you offer pickup option?
Yes. We provide pickup option at Pharmdx Sdn Bhd. Pick up address is at 8C, Jalan 1/137C, Off, Jln Klang Lama, Bedford Business Park, 58000 Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur.
However, pickup service is available from 9 AM to 5 PM. Orders placed before 12 PM can be picked up after 2 PM on the same day. Orders placed after 12 PM will be ready for pickup the next business day.
Products
Are the products authentic?
Yes, all products sold on Pharm-Dx are 100% authentic. We are authorised sellers for all brands carried on our platform.
What should I do if the product I want is out of stock?
You can contact customer support at support@pharmdx.com.my or WhatsApp at +6011 2080 1378 to double-check availability or request to be placed on a waiting list. We will notify you once the stock is replenished.
Do you offer warranties on your products?
No, we do not provide warranties for our products.
Discounts and Loyalty Program
How can I apply a coupon code?
You can apply a coupon code during checkout. Enter the code in the Coupon Code field, and the discount will be applied to your total.
Can I combine multiple discounts or promotions?
Refer to the terms and conditions of each marketing campaign for more details.
Do you offer special discounts for bulk purchases?
Currently, we do not offer special discounts for bulk purchases.
Do you have a loyalty program?
Yes! Earn 1 point for every RM1 spent. Points can be redeemed at a rate of 100 points = RM1 for future purchases.
For more information, you can also refer to the “My Reward” on the bottom right.
Technical and Customer Support
What should I do if I experience technical issues on the website?
Please contact customer support at support@pharmdx.com.my or WhatsApp +6011 2080 1378 for technical assistance.
What are your customer service hours?
Our customer service is available from 8 AM to 5 PM, Monday to Friday, excluding public holidays.
