Q: Do you provide home delivery service?
A; Yes, we have home delivery
Q: What are your opening hours?
A: You can browse and order from this website 24-hours a day, 7 days a week. Hoora Pharmacy can be reached and process your orders from 9AM – 10PM Saturday to Thursday excluding public holidays
Q: How to order online?
A: When you see an item that you like click ‘Add to Cart; you can then continue to look for other items to add to your cart in the same way. At the top of the screen you’ll notice a shopping basket icon! hover over it or click on it at any point to review what you have added – if you change your mind you can remove an item by clicking on the ‘remove’ button at the checkout page. When you are happy with your selections you simply need to click the shopping basket checkout button. Then you will be asked to enter your payment and delivery details or login.
Q: How do I know if my order was successful?
A: You will receive an automated email to confirm your order has been received and is being processed. Then you will receive a further dispatch confirmation email once your order has been packed and is ready to be picked up by our delivery partner.
Q: Can I change or cancel my order?
A: We can make no guarantees to change orders prior to shipping. For Credit Card orders we regretfully cannot process changes.
Q: The checkout page says the item cannot be delivered internationally?
A: On the checkout page we received your delivery address and registered that we will not be able to deliver your product. We are not able to ship anything considered a medicine by our authorities outside of Bahrain this specifically includes OTC medicines amongst other items. Part of the reason is each country and its respective customs authority may have slightly different interpretations on goods which also change at different times; we do not want to risk your package being rejected.
Q: Can I get more information on a product?
A: We do try to give you as much information as possible on all of our products online. When a leaflet has been provided we strive to provide it in Arabic and English on respective Hoora Pharmacy language sites. We strongly recommend speaking to your healthcare provider to ensure the product is suitable for you. If you require any additional product information then please email us at firstname.lastname@example.org or call our team on +973 1731 3560 and we will try to provide you with all the information you require.
Q: How do I check if an item is in stock?
A: If an item is available to order online with an Add to Cart button then this means the item is in stock. However from time to time and especially with our more popular itemsdue to the high rate of sales both in store and online there may be some discrepancies. We will inform you as soon as possible via email if a product is out of stock. If you do wish to know in advance if a product is in stock please do not hesitate to contact us via email email@example.com or by phone on +973 1731 3560.
Q: Where do you deliver to?
A: Your non-medical prescription items can be delivered to all home or office addresses in Bahrain. For international deliveries we regret that no medicine as determined by Bahrain regulations may leave Bahrain. Additionally for international shipments we strongly recommend that the customer checks whether the item is accepted by relevant customs departments. Hoora Pharmacy is responsible for the shipment until its departure from Bahrain and thereafter will assist as best we can! Unfortunately decisions made by the receiving customs and duty offices are out of our control.
Q: How much does delivery cost?
A: Delivery is based upon the weight of the item and destination. This is automatically calculated at checkout.
Q: How long does it take?
A: Almost all orders are dispatched within 24 hours of submission and normally delivered within 3 days locally. For orders placed after 3pm on the afternoon of Thursday your order will not be processed until the following working day. International delivery times may vary particularly if shipments are subject to customs and duty procedures beyond our control.
Q: How do I know if my item has been dispatched? And can I track my item?
A: Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain a link to our website with the tracking details.
Q: Where is my order?
A: If your order has not arrived when you were expecting it then please check the following: – Check you have received a dispatch confirmation email. – Check the tracking link via your dispatch confirmation email to view the most up to date information on the location of your parcel. Or click here: https://hoorapharmacy.com/index.php?route=information/track – Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date? – Check for text messages emails and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery. – Check no one else residing at your address has taken receipt of your parcel. If you still can’t locate your parcel then please do not hesitate to contact our team via email firstname.lastname@example.org or phone on +973 1731 3560 with your order number to hand. We will endeavor to find your parcel straight away.
Q: Part of my is missing or incorrect?
A: From time to time mistakes do happen and we will do our best to rectify any errors we have made. If an item is missing from your order or an incorrect product has been sent please contact us via email email@example.com or phone with your order number and the name of the missing item. We will do our best to resolve the issue as quickly as we can.
Q: What if I’m not home my items are delivered?
A: Our delivery courier will contact you on the day of delivery (usually 1 hour before arrival) to ensure someone is available to receive the delivery. If there is no one there to receive the shipment the courier will attempt re-delivery the following working day. If we are unable to deliver for any reason our delivery partner will contact you by telephone the following business day to arrange an alternative delivery date.
Q: Can someone else sign for my delivery?
A: Yes, it does not have to be the addressee but we prefer a person aged 18 years old and above. Any signature at the address will be accepted as proof of delivery.
Q: Can I change my delivery address?
A: For orders placed online we do provide the option to ship to an address different to the billing address. However for security reasons this service is discretionary. We reserve the right to verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details please contact us immediately and we will try to amend them. If the order has already been picked up by our delivery partner then the delivery address cannot be changed. A redelivery fee will be charged should the address change after pick up.
Q: The Customs Department of my country is asking me or further information. What should I do?
A: Each country has its own unique import procedures which are subject to change. Hence we strongly recommend checking before purchase that your desired item is accepted into your country. We will do our very best to help resolve the matter as swiftly as possible however we cannot be held responsible for customs delays or refusals.
Q: Which card do you accept?
A: Hoora Pharmacy website accepts Visa Mastercard, American Express and all Major Debit and Credit Cards.
Q: Is it safe to order online?
A: Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name address and card details are encoded so they can only be read on the secure server. Additionally, Hoora Pharmacy does not store any credit card information and payment is done on 3rd party gateway. Security checks are also made on all transactions to ensure the authenticity of each card payment. Occasionally the 3rd party payment gateway will reject a certain card due to the risk rating of the card provider. We will try our best to get more information to assist you with your transaction, but our best advice is to try a different credit card.
Q: What is your return policy?
A: For deliveries within Bahrain if the item is defective from the manufacturer you will be eligible for an exchange or refund if the item(s) is returned in person to Hoora Pharmacy branch within 7 days of the purchase date along with the e-payment confirmation. For international deliveries if a product is defective or damaged upon arrival please contact our team via email with photos of the product upon arrival and we will resolve the matter with you directly. We regret to inform no exchange or refund will be made for non-defective correctly delivered products including rejection by overseas customs offices.