Frequently Asked Questions

We aim to deliver your order the next day to make sure you get your treatment as quickly as possible. You can track your delivery every step of the way for peace of mind. Please keep in mind that delivery times depend on placing your order before the cut-off time shown on our website. They may also be affected by weekends and public holidays. Delivery will only start once your order has been approved by a prescriber, so there might be a slight delay while a clinical decision is made.

Once your consultation is approved, a private prescription may be issued by a registered independent prescriber. This prescription will be sent electronically to a regulated pharmacy where it will be prepared and dispatched for delivery.

PharmXtra's services are currently only available for people living in the United Kingdom.

Yes, you can add extra delivery addresses to your account and choose one at checkout. Your main address must match the address on your payment card as this will be used for any identity checks we carry out.

Yes, you will need to sign for your delivery. This is to ensure that all medications have been delivered to the person they are for.

Yes, to ensure your privacy is maintained all of our orders are delivered in plain packaging that does not contain our logo or any indication of what is inside.

No, unfortunately once your consultation has been approved, you can no longer change your delivery address. Please make sure to double-check all your details before finalising your order.

We accept most major payment methods including Visa, American Express and Mastercard. Please note, you must use a card that is registered within the EU. You can also use Apple Pay and Google Pay to complete your purchase.

No, you must use your own payment card. This helps us keep our system secure and ensures prescriptions are only issued to the right person. We also carry out identity checks in the background, so if the name on your payment card doesn’t match your account, the request will automatically be rejected.

Unfortunately we do not accept payments over the phone. All payment for orders must be completed online.

Your card may be declined for a number of reasons. First, double-check that you’ve entered your card details correctly. Even a small mistake can cause the payment to fail. Another reason could be insufficient funds, so make sure you have enough money in your account and contact your bank if you believe the funds should be available. It’s also important to use a card that’s registered in your own name and matches the name on your account. Using someone else’s card can cause a decline. If you’ve tried all of these steps and your card is still being declined, please contact us or your bank for further help.

If your consultation is not approved, the pre-authorised funds will be released back to you within 3–5 working days. As this is a cancelled payment rather than a refund, it will not show up as a transaction on your bank statement.

It's important to remember that PharmXtra is NOT a pharmacy. There is nothing to return to us. If you have any issues with your prescription or medication obtained from a third-party pharmacy, please contact the pharmacy directly. PharmXtra does not dispense medication.

We’re sorry if you feel like you need to make a complaint. We try and ensure you never feel the need to do so. To make a complain, please email us at support@pharmxtra.com. To help us resolve the issue as quickly as possible, include as much detail as you can in your message.

No, you don’t need a pre-existing prescription when using our service. If your consultation is approved, PharmXtra will issue a private prescription for you. This will be sent directly to your chosen pharmacy. Please note that you won’t be able to download a copy of the prescription.

A prescriber will usually review your consultation within a few hours. If they need more information, they may contact you with more questions before prescribing any medication. If a prescriber wishes to speak with you, please allow up to an extra 24 hours for this, although in rare cases it may take up to 72 hours.

PharmXtra makes getting your prescription easy and safe. The price you see on our website includes everything - the prescriber’s consultation, pharmacy costs and delivery – so there are no hidden fees. After you complete your online consultation, a registered independent prescriber will review it. If approved, your prescription will be processed and sent to a partner pharmacy for dispensing, then delivered to you the next day.

Yes, we conduct identity checks to make sure medications are sent to the right person. We use a service called Yoti to conduct soft identity checks in the background. If you don’t pass these checks, we may ask you to provide more information.

Yoti is a trusted, accredited company we use to verify the identity of our customers. They use advanced biometric technology to ensure your security and safety. Please note, Yoti does not have access to your medical records; their role is simply to confirm your identity.

If you've been asked for additional ID, there's no need to worry. This simply means Yoti wasn't able to verify your details during the initial checks. You will receive an email from Yoti with instructions on which documents they need and how to complete the process online.

The registered independent prescribers we work with are fully qualified, registered and practising healthcare professionals. They will carefully review your consultation and details provided before deciding whether the medication you have requested is suitable for you. Please note, all decisions made by the prescriber are final and cannot be changed or challenged.

If the prescriber feels the need to discuss any details about the information you’ve provided they will contact you before making a decision on your order. However, if they decide the medication is not suitable, you won’t be able to contact them to dispute their decision. You will receive an email outlining the reason for the refusal once the decision is made, and all staff at PharmXtra will consider this decision final.

We only work with third-party pharmacies that are regulated and registered. To ensure your peace of mind, we regularly check their status. All medications dispensed by these pharmacies are genuine and sourced from the licensed prescribers.

Patient safety is our top priority and we take every step possible to ensure it. After you create your account and place your first order, we perform an identity check to verify that you are who you say you are. If the check doesn't pass, we may ask you to provide additional details through Yoti, our trusted third-party provider, to confirm your identity. If you choose not to provide this information or if the additional checks fail, your order will be cancelled and any pre-authorised payment will be returned to your account. We reserve the right to cancel orders if we suspect any misuse of our service. If you attempt to create multiple accounts with the same or false information, all accounts will be disabled, and you will no longer be able to use our service. All of the medications provided by our partner pharmacies are completely genuine and proven to work. We also only work with registered independent prescribers who are dedicated to providing the best service possible.

If you experience any side effects from your medication, you should contact your local pharmacy or speak to your GP. Alternatively, you can call NHS 111 for advice. Please note that PharmXtra is NOT a pharmacy and does not dispense medications. We only help you access a prescriber for a private prescription through an online consultation.