Products that have the following icon next to them are eligible for a two hour delivery in limited areas.
Orders confirmed (via SMS) between 10:00 AM - 05:00 PM will be eligible for FAST
Orders that require prescription will only be confirmed with a valid prescription.
All items in the order must be eligible for Fast.
COD/prepaid payment methods are eligible for FAST service.
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Frequently Asked Questions
Q1: How to order?
Our user-friendly website and app lists thousands of products in many different categories. Just browse, choose, and add your selected product by clicking . Fill in your details and check out by selecting a payment method. You will receive a confirmation email from our team shortly after placing your order.
Q2: How to use cart?
You can add items to your cart by pressing . You can access your cart by clicking on at the top right of the website screen. The cart allows you to review your selected products and their prices and lets you make any necessary changes.
Q3: How to login?
You can log in through: • Your email • Facebook • Google +
Once you are done shopping at Dawaai, go to your cart and continue with the checkout process. Once you have placed your order with Dawaai, you will be emailed a receipt with a link to upload your prescription. Click on the link and follow the instructions to upload your prescription. You can also email your prescription to our pharmacists at pharmacy@dawaai.pk. Once the prescription is uploaded, one of our pharmacists will contact you to confirm your order
Q5: What if I don’t have a prescription?
Dawaai requires a valid prescription for orders that include any prescription drugs. Unfortunately, without a prescription Dawaai cannot confirm your order for delivery.
Q6: Where’s my order?
To track your order, enter the 15-digit order reference number in the section at the top right corner of the screen. A pop-up screen will appear, displaying the current order status.
Q7: Do I have to create an account to shop with you?
Yes, you need to create an account before placing an order. Creating a user account gives us the necessary information we need to process and deliver your order. It also allows you to save your details so you can shop with convenience each time. By maintaining your account history, your Dawaai account allows you to simply recreate your order, which is perfect for quick refills! Your user profile is also helpful for maintaining your patient history, tracking your order, and notifying you about offers, discounts, and promotions.
Q8: Do I have to order online?
Yes, all orders must be placed online through the website. As Pakistan’s only certified e-pharmacy, Dawaai ensures that all transactions on its platform are fast, convenient, and safe.
In case of difficulty in setting up your account or placing an order, you can call our customer support team who is happy to help guide you!
Q9: How do I know that my order has been placed?
Once you've placed your order, you will receive an email from our team, containing your order number. You will then receive a confirmation email and SMS once your order is confirmed and ready to be processed. If you do not receive any emails, please check your spam folder or contact our customer support.
Yes. Even if we don’t carry a particular medicinal product, you can type it into the search bar and our product catalogue will show you all available substitutes.
Q11: Can I make changes to my order?
Definitely! You can make changes to your order until you receive a confirmation email for that order. You will not be able to edit your order after your order has been confirmed.
Q12: Can I cancel my order?
Yes. You can cancel your order anytime before shipment. Once the order has been shipped from our warehouses to you, you will not be able to cancel it.
Q13: Can I get a refund if the price has changed since I ordered it?
Prices keep changing in an online store based on demand, response, season and trend. In such cases, we will not be able to refund the difference.
Q14: I’m missing an item from my order, what do I do?
We may have sent your items in separate parcels, so please check your emails to see if any of your items will be arriving separately. If you have not received any such emails, please contact our support team for help through.
You can pay for your order in one of the following ways:
• Cash on Delivery • Debit Card / Credit Card (online payment) • Bank Transfer
Q2: Can I pay in installments?
No, we do not offer any installment based payment plans.
Q3: Are the prices on the website negotiable?
No. Prices are decided by the manufacturers and are final and inclusive of all taxes. Dawaai works closely with manufacturers to bring you authentic medicine at affordable prices.
Q4: Can I use my credit/debit card to avail discounts?
Yes! We offer discounts on payments made using HBL, Meezan Bank and Bank Alfalah debit/credit cards.HBL : 20% discount on medicinal products and 15% discount on non-medicinal productsMeezan Bank : 20% discount on all purchases on Friday only. (up to PKR1000 per order)Bank Alfalah : 20% discount on all medicines sitewide. (up to PKR 1500 per order)
Q5: How do I use my credit/debit card discount?
After you proceed to checkout and complete your shipping information, you will be asked to enter your payment details. Enter the first 6 digits of your debit/credit card. If a discount applies on your card debit/credit card, our system will recognize it and automatically discount your order accordingly.
Q6: I entered the first 6 digits of my credit/debit card but it is not giving me the discount option. What do I do?
Our system is programmed to automatically give a discount whenever it recognizes an applicable debit/credit card. If your card is not recognized, wait about 10 seconds as the internet connection may have temporarily slowed down or our server may be facing heavy traffic, causing a delay. If this does not work, try reloading your web page. For further assistance, please contact our support team.
Q7: Can I apply the first order discount on an already discounted product?
No, you cannot apply your first order discount on an already discounted product. You can avail only one discount at a time.
Q8: When will I be charged?
When you complete order placement and submit your order, we will immediately notify your bank or card issuer for authorization to process the payment from your account.
Q9: Are my details safe when ordering online with Dawaai.pk?
Yes! We use industry standard encryption systems that maintain your privacy and ensure that any details you share with us are secure.
Q10: What should I do if my payment fails?
If the payment does not go through, try processing the transaction again as the server may be facing technical difficulties. If further assistance, please contact our support team.
Q1: How can I find out more information about a product?
Each of our products includes a detailed description to keep you well-informed. Our team includes experts for each category listed on our website. For any questions or concerns, please contact our support team.
Q2: How do I know that the products delivered are authentic?
All our products are procured directly from certified manufacturers who ensure compliance with legal and quality standards to avoid infiltration of counterfeit items.
Q3: What if my desired product is out of stock?
You can set a notification update on that product and we will let you know once it becomes available.
Q4: How can I set a notification update?
If a current product is out of stock, instead of , you will see an option of . Just click on that and you will be updated when the product is available!
Q5: What is the procurement process?
We procure all our products directly from the manufacturer. We make sure that all our products are authentic and 100% genuine. Any product that does not meet our quality requirements is replaced before it is delivered to our customers.
Q1: Where do you deliver to?
We deliver to all cities across Pakistan
Q2: How does Dawaai handle temperature-sensitive orders?
All temperature sensitive orders are handled through cold chain arrangements as per manufacturer guidelines.
Q3: Do you deliver outside Pakistan?
No, unfortunately we do not deliver outside of Pakistan but it is something we are looking into.
Q4: How much does delivery cost?
Delivery charges for orders above PKR 500 is PKR 49. For anything else, shipment charges are PKR 200.
Q5: How long will delivery take?
Standard Delivery: Standard delivery takes 3 working days. In case of any unexpected delays, please contact our customer support for assistance. Due to COVID-19’s impact on our supply chain, non-medicinal products may take up to 4-8 working days for delivery.
Dawaai FAST: Available only in selected areas of Karachi. If your order falls in the FAST category, it will be delivered within 2 hours of order confirmation. Terms and conditions apply.
Deliveries can arrive any time between 9.00am and 9.00pm
Q7: What if I am not available when my parcel is delivered?
In case of online payment, the parcel will be delivered at the provided address for each order. For cash on delivery, please ensure that someone can complete the payment and receive the parcel on your behalf if you are not available. For more information, click on on the top-right header of our website and enter your order reference number.
Q8: Will a signature be needed for my delivery?
Yes, a signature is needed when receiving prepaid parcels through our courier partners in order to maintain a record for future reference. No signature is needed for Cash on Delivery orders.
Q9: Can you deliver to a different address than my billing address?
Yes, you can have your parcel delivered to an address different from your billing information. When you place your order, you will be asked for your permanent address and your mailing address. Your order will be delivered to the mailing address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field.
Q10: What if my parcel does not arrive?
While our team works tirelessly to ensure your orders are delivered on time, in case of prolonged delay, please contact our team for assistance. To resolve the issue as soon as possible, please ensure you have your 15-digit order number ready for our support team.
Q11: Can I have my parcel redirected to a different address?
For your security, we will not be able to change the delivery address after order placement.
Q12: Can I have my order delivered to my work address?
Yes! Just make sure to put your company’s name and contact person’s name clearly in the address.
Q1: Can I return my order?
Yes, you can return your order if the items delivered are faulty or do not match the item as described 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, Dawaai bears the full cost of return and/or exchange of the delivered items.
Q3: How long do I have to return an item?
You can return your orders within a week of it being delivered.
Q4: How long does it take to process my return?
It takes around 15 days 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 for assistance.
• All refunds are processed according to the mode of payment while placing the order. • All refunds timeframe will be marked from the day of request.
•> DEBIT/CREDIT Card payments
Reversal of a payment usually occurs within 15 working days, and in some cases, might exceed the given timeframe. The process involves intimation and verification of the payment at every step of a standard online transaction. The reversal details are confidential and are subject to the trust between the merchant and the customer. Once, we forward the refund request, please bear in mind that the process is complicated and requires the aforementioned timeframe.
•> Cash on Delivery(COD)/Bank Transfer
In special cases that are aligned with our Return Policy, reversals will be entertained for cash payments. The amount will be transferred to the customer’s Bank Account within a span of 3 working days. Customers are expected to provide their Bank Account details at pharmacy@dawaai.pk at their earliest to avoid a cumbersome reversal process.
•> Dawaai Cash/Dawaai Credits
Dawaai cash refers to the 'Virtual Cash' given from Dawaai.pk to its customers. They can use it while placing new orders in the future.* A customer can simply request for Dawaai Cash equal to the refund amount by calling our helpline (021) 111 329 224.
*Customers cannot avail Bank Discounts with Dawaai Cash.
Q1: Why am I experiencing problems when entering my payment details?
First, make sure you are entering correct details from the card carefully. Then contact your bank to ensure there are no problems in your account or from the bank. If the problem persists, contact us here or use the information below and we will investigate further.
No. As we are primarily an online retailer, we do not have any shops or outlets.
Q2: What if I can’t find something I want on Dawaai.pk?
Please inform us via email or by calling our customer support. We look forward to hearing from you and are always willing to expand our product range according to our customers’ needs.
Q3: Where do I register my complaint regarding my last order at Dawaai.pk?
Please register your complaints with our customer support team via email at pharmacy@dawaai.pk. Complaints must be registered within 48 hours of receiving the ordered parcel.
Didn’t find what you were looking for? Contact us directly at (021) 111-329-224 or email us at pharmacy@dawaai.pk and our support team would be happy to help!
