Cart is empty Q1: What is an Asaan order?
An Asaan order simplifies the process of ordering with Doseway. Just upload your prescription, and our Customer Service team will contact you to gather the necessary details to create your order.
Q2: How do I place an order?
To place an order:
- Select your desired product
- Choose the quantity and add to cart
- Apply any discount codes and proceed to checkout
- Upload your prescription as per guidelines
- Confirm your address and payment method
- Click “Confirm Order” to complete.
Q4: How do I log in?
To log in:
- Click on Log In or Register
- Enter your details or choose an existing account
- Submit your 6-digit OTP to log in successfully.
Q5: How do I upload my prescription?
During checkout:
- Click on ‘Add image’ to upload your prescription
- Ensure the image meets prescription guidelines.
Q6: What if I don’t have a prescription?
Prescription drugs require a valid prescription. Explore our range of non-prescription products available on Doseway.
Q7: How can I track my order?
To track your order:
- Click on Track Order
- Enter your 15-digit consignment reference and click ‘Track’ for status updates.
Q8: Do I need to create an account to shop?
Yes, creating an account is mandatory. It helps process and deliver your orders efficiently and offers convenience for future purchases.
Q9: Must all orders be placed online?
Yes, all orders must be placed through our web/app for doorstep delivery of healthcare products.
Q10: How will I know if my order is placed?
You will receive an email with your order number upon placement. A confirmation email and SMS follow once your order is ready. Check your spam folder if you don’t receive emails.
Q11: Can I order a substitute?
Yes, simply search for alternatives in our product catalogue.
Q12: Can I modify my order?
Changes can be made until you receive a confirmation email. Once confirmed, orders cannot be edited.
Q13: Can I cancel my order?
Cancellation is possible before shipment. Once shipped, orders cannot be cancelled.
Q14: Will I get a refund if prices change?
Excess payments due to price changes will be refunded as Doseway cash.
Q15: What if I’m missing an item?
Check your consignment status or contact customer service for assistance.
Q16: Does Doseway have physical stores?
Yes, we offer doorstep delivery across Pakpattan (Nagina Chowk Pakpattan) and Lahore (Model Town Link Road).
For further assistance, contact us at:
- Customer Service: +92 318 6144 650
- Email: support@doseway.com
Q1: Where do you deliver?
We deliver to all cities across Pakistan.
Q2: How does Dawaai handle temperature-sensitive orders?
All temperature-sensitive orders are managed through cold chain arrangements as per manufacturer guidelines.
Q3: Do you deliver outside Pakistan?
No, currently we only deliver within Pakistan, but we are exploring international delivery options.
Q4: What are your delivery charges?
Delivery charges are structured as follows:
- Orders above PKR 500: PKR 120
- Orders below PKR 500: PKR 200
Q5: When can I expect to receive my order?
Standard delivery typically takes 5-7 working days. For any unexpected delays, please contact our customer support.
Q6: What are your delivery hours?
Deliveries are scheduled between 9:00 AM and 9:00 PM.
Q7: What if I’m not available to receive my parcel?
For online payments, parcels will be delivered to the provided address. For cash on delivery, please arrange for someone to receive and pay on your behalf.
Q8: Is a signature required for delivery?
Yes, all parcels require a signature upon delivery for record keeping.
Q9: Can I have my parcel delivered to a different address than my billing address?
Yes, you can specify a separate delivery address during checkout.
Q10: What should I do if my parcel does not arrive?
If your parcel is delayed beyond the expected delivery date, please contact us immediately for assistance. You can also track your order on our website or app.
Q11: Can I change my delivery address after placing an order?
No, unfortunately, we cannot change the delivery address once the order has been placed.
Q12: Can I schedule a specific delivery time?
Currently, we do not offer the option to schedule specific delivery times. Deliveries are made within our standard operating hours.
Q13: What if I receive a damaged parcel or incorrect items?
If you receive a damaged parcel or incorrect items, please contact our customer support immediately. We will arrange for a replacement or refund as per our policies.
Q14: Do you deliver to remote areas or villages?
We strive to reach all areas across Pakistan. However, delivery to remote locations may take longer than our standard delivery timeframes.
Q15: Can I track my order in real-time?
Yes, you can track your order in real-time using the “Track Your Order” feature on our website or mobile app. Simply enter your order reference number to get updates on its status.
Q16: What happens if I miss my delivery?
If you miss your delivery, our courier partner will leave a notification with details on how to reschedule delivery or collect your parcel from a nearby pickup point.
Q17: Do you deliver on weekends and public holidays?
Our delivery services operate on working days (Monday to Friday). Orders placed on weekends or public holidays will be processed on the next working day.
Q18: Can I request special handling for sensitive medications?
Yes, if you require special handling for medications sensitive to heat or other conditions, please inform us while placing your order. We will do our best to accommodate your request.
Q19: How can I provide feedback about my delivery experience?
We value your feedback. You can share your delivery experience and suggestions by contacting our customer support team or filling out our feedback form on the website.
Q20: What should I do if my parcel is lost during delivery?
In the rare event of a lost parcel, please contact us immediately. We will initiate an investigation with our courier partner and work towards resolving the issue promptly.
Q1: What payment methods are available?
Doseway offers three payment methods:
- Cash on Delivery
- Debit Card / Credit Card (online payment)
- Bank Transfer
Q2: Can I pay in installments?
No, Doseway does not offer installment-based payment plans.
Q3: Are the prices negotiable on the website?
No, the prices displayed are final and inclusive of all taxes.
Q4: Does Doseway offer discounts on dairy products?
Unfortunately, we do not currently offer discounts on dairy products. However, discounts are available on other product ranges.
Q5: Will applying the first order promo code affect other discounts?
No, the first order promo code provides additional discounts on top of existing offers.
Q6: When will my account be charged?
Your account will be charged immediately upon order submission. Doseway notifies your bank or card issuer for payment authorization.
Q7: Is my information secure when ordering online with Doseway?
Yes, we prioritize customer confidentiality and use industry-standard encryption to secure your details and maintain privacy.
Q8: What should I do if my payment fails?
If a payment fails, try the transaction again as server issues may be temporary. For further assistance, contact our support team:
- Customer Service: +92 318 6144 650
- Email: support@doseway.com
Q1: How do I know that the products delivered are authentic?
Doseway ensures product authenticity by sourcing directly from certified manufacturers. Our stringent procurement process guarantees compliance with legal and quality standards, safeguarding against counterfeit items.
Q2: What is the procurement process?
We procure all products directly from manufacturers, emphasizing authenticity and quality. Each item undergoes a thorough inspection to ensure it meets our standards before delivery to customers.
Q3: Can I order products that are currently out of stock?
Unfortunately, you cannot place orders for products that are out of stock. However, you can choose to receive notifications when the product becomes available again by clicking on the “Notify Me” button on the product page.
Q4: How often do you update stock availability on the website?
We strive to update our stock availability in real-time. However, due to high demand, some products may become out of stock between updates. Rest assured, we work diligently to keep our stock information accurate and up-to-date.
Q5: What if I receive a product that is damaged or expired?
If you receive a damaged or expired product, please contact our customer support immediately by email or helpline. We will arrange for a replacement or refund as per our Refund/Return Policy.
Q6: How can I find out more information about a product?
Each of our products includes a detailed description to keep you well-informed. If you need further assistance, our team of experts is available to help. Contact us at support@doseway.com or call our helpline at +92 318 6144 650.
Q1: Can I return my order?
Yes, you can return your order if the items delivered are faulty or do not match the product description specified in the product catalogue. The returned items should be unused and must be in their original packaging.
Q2: How much does it cost to return an item?
When returning faulty orders, Doseway bears the full cost of return and/or exchange of the delivered items.
Q3: How long do I have to return an item?
Please check your package and notify us for any returns within 24 hours of delivery. Due to the sensitive nature of our products, Doseway cannot accept any returns after 24 hours of delivery.
Q4: How long does it take to process my return?
It takes around 72 hours to process a return.
Q5: How can I track the status of my return?
For information regarding returns and refunds, please contact our customer support at support@doseway.com or on our helpline +92 318 6144 650 for assistance.
Q6: Refund Policy – General
All refunds are processed according to the mode of payment selected while placing the order. The timeframe for all refunds will be marked from the day of request.
Q7: Refund Policy – Doseway Cash
Doseway Cash refers to the ‘Virtual Cash’ provided by Doseway.com to its customers. Customers can use it while placing new orders in the future. To request Doseway Cash equal to the refund amount, please call our helpline.
Refunds of Doseway Cash are normally processed within 48 hours. Please note that customers cannot avail bank discounts with Doseway Cash.
Q8: Refund Policy – Debit/Credit Card Payments
Reversal of payment usually occurs within 15 working days for debit/credit card payments, though in some cases, it might exceed this timeframe. The process involves intimation and verification of the payment at every step of a standard online transaction.
The details of the reversal are confidential and rely on trust between the merchant and the customer. Once the refund request is initiated, please allow for the stipulated timeframe for completion.
Q9: Refund Policy – Cash on Delivery (COD)/Bank Transfer
In special cases aligned with our Return Policy, reversals will be entertained for cash payments (COD)/bank transfers. The refunded amount will be transferred to the customer’s bank account within 5-7 working days. Customers are requested to provide their bank account details to support@doseway.com promptly to facilitate a smooth reversal process.
Q10: Can I exchange an item instead of returning it?
Yes, you can exchange an item if it is faulty or does not match the product description. Please contact our customer support team within 24 hours of delivery to initiate the exchange process.
Q11: What should I do if I receive a damaged or expired product?
If you receive a damaged or expired product, please contact us immediately at support@doseway.com or on our helpline +92 318 6144 650. We will arrange for a replacement or provide a refund as per our Return Policy.
Q12: Do you offer refunds for prescription medications?
Refunds for prescription medications are subject to strict regulations and can only be processed in case of dispensing errors or if the medication received is incorrect. Please contact our customer support for assistance.
Q13: How do I return an item purchased during a promotional offer?
Items purchased during promotional offers can be returned or exchanged under the same conditions as regular purchases. The refund will be processed based on the actual amount paid after applying the discount.
Q14: What happens if I refuse to accept a delivery?
If you refuse to accept a delivery without valid reasons, such as receiving damaged or incorrect items, the return will be processed as per our standard Return Policy. Please ensure to check your order upon delivery to avoid such situations.
Q15: Can I return opened or used items?
Opened or used items cannot be returned unless they are defective or do not match the product description. Please contact our customer support team to discuss your specific case.
Q16: How can I request a refund for an order that I canceled?
If you canceled your order before shipment and have already made the payment, a refund will be initiated based on the mode of payment selected. Please allow the stipulated processing time for the refund to reflect in your account.
Q17: What should I do if I receive the wrong item?
If you receive the wrong item, please contact us immediately. We will arrange for the correct item to be delivered to you and coordinate the return of the incorrect item according to our Return Policy.
Q18: Can I track the status of my refund request?
Yes, you can track the status of your refund request by contacting our customer support team at support@doseway.com or on our helpline +92 318 6144 650. We will provide updates on the progress of your refund.
Q19: How do I initiate a return or refund request?
To initiate a return or refund request, please contact our customer support team via email at support@doseway.com or call our helpline +92 318 6144 650. Provide your order details and reason for the return/refund, and we will guide you through the process.
Q20: Can I get a refund if I change my mind about an order?
Refunds due to change of mind are not typically provided. However, we encourage you to contact our customer support team to discuss your specific situation.
For further assistance or more information, please contact us at support@doseway.com or on our helpline +92 318 6144 650.