Shipping and Delivery Policy

1. Overview

At Drug House, we understand that timely access to medicines and healthcare products is critical. We are committed to delivering your orders as swiftly and safely as possible. This Shipping and Delivery Policy outlines our processing times, shipping costs, and delivery protocols.

2. Order Processing and Prescription Verification

Unlike standard e-commerce platforms, e-pharmacy orders involving prescription medications undergo a mandatory legal verification process.

• Prescription Drugs: The shipping timeline for prescription medicines strictly begins only after your uploaded prescription has been verified and approved by our registered pharmacists. If your prescription is unclear or invalid, our team will contact you, which may delay the dispatch.
• OTC and Wellness Products: Orders containing only Over-The-Counter (OTC) or wellness products are processed immediately upon payment confirmation (or order placement for COD).
• Orders are processed from Monday to Saturday. Orders placed on Sundays or public holidays will be processed on the next business day.

3. Shipping Locations

Currently, Drug House delivers across most major PIN codes in India.

Before proceeding to checkout, you can enter your PIN code to verify if we service your area. We do not offer international shipping at this time. Certain restricted items or temperature-controlled medicines (like insulin) may only be deliverable in select metropolitan cities where rapid hyper-local delivery is feasible.

4. Estimated Delivery Times

Delivery times vary based on your location and the type of product ordered:

• Hyper-local / Same-Day Delivery: Available in select cities for eligible products if the order is placed and the prescription is verified before 12:00 PM.
• Tier 1 & Metro Cities: 24 to 48 hours from the time of dispatch.
• Tier 2 & Tier 3 Cities: 3 to 5 business days from the time of dispatch.
• Remote Locations: 5 to 7 business days from the time of dispatch.

Please note that these are estimated timelines. Delays may occasionally occur due to extreme weather conditions, logistical strikes, or other unforeseen force majeure events.

5. Shipping Charges

Shipping charges are calculated based on the total order value and delivery location. The exact shipping fee will be displayed at checkout before you complete your payment.

• Free Delivery: We offer free standard delivery on all orders above ₹499 (or as specified during promotional campaigns).
• Standard Shipping Fee: A nominal shipping fee (e.g., ₹50) applies to orders below the free delivery threshold.
• Drug House Care Members: Subscribers to our membership program may enjoy waived shipping fees or lower thresholds for free delivery. (Coming Soon)

6. Order Tracking

Once your order is dispatched, you will receive an SMS and email containing the tracking link and the details of our delivery partner. You can also track the real-time status of your order by navigating to the "My Orders" section on the Drug House app or website.

7. Delivery Protocols

• Attempted Deliveries: Our delivery partners will make a maximum of three (3) attempts to deliver your package. If you are unavailable, please contact the delivery partner to reschedule. After three failed attempts, the order will be returned to our facility, and a refund will be processed (excluding shipping charges, if applicable).
• Original Prescription: For certain Schedule H/H1 drugs, the delivery executive may ask to see the original physical prescription at the time of handing over the package. Failure to produce the original prescription may result in the cancellation of the delivery.
• Tampered Packages: If you receive a package that appears damaged, opened, or tampered with, please do not accept the delivery. Immediately contact our Customer Support team.

8. Contact Us

If you experience any delays or have concerns regarding your delivery, please reach out to us: