Frequently Asked Questions

You can pay for your order in one of the following ways:

• Cash on Delivery
• Debit Card / Credit Card (online payment)
• Bank Transfer

No, we do not offer any installment based payment plans.

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.

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 products

Meezan Bank:
20% discount on all purchases on Friday only (up to PKR 500 per order) and maximum offer limit is 2.

Bank Alfalah:
20% discount on all medicines sitewide. (up to PKR 1500 per order)

Habib Metropolitan Bank:
One transaction per card per day is allowed

25% off or Rs. 2000/- whichever is lower on Visa Platinum Debit Cards.
20% off or Rs. 1500/- whichever is lower on Visa Gold Debit Cards.
20% off or Rs. 1500/- whichever is lower on Visa Premium Debit Cards.

Applicable card BIN numbers :

Platinum Visa Card - 437455 - Black Colour
Gold Visa Card - 437453 - Gold Colour
Premium Visa Card - 437452 - Green Colour

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.

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.

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No, you cannot apply your first order discount on an already discounted product. You can avail only one discount at a time.

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.

Yes! We use industry standard encryption systems that maintain your privacy and ensure that any details you share with us are secure.

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.

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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.

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All our products are procured directly from certified manufacturers who ensure compliance with legal and quality standards to avoid infiltration of counterfeit items.

You can set a notification update on that product and we will let you know once it becomes available.

If a current product is out of stock, instead of ADD TO CART, you will see an option of NOTIFY ME WHEN AVAILABLE. Just click on that and you will be updated when the product is available!

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.

We deliver to all cities across Pakistan

All temperature sensitive orders are handled through cold chain arrangements as per manufacturer guidelines.

No, unfortunately we do not deliver outside of Pakistan but it is something we are looking into.

Delivery charges for orders above PKR 500 is PKR 59. For anything else, shipment charges are PKR 200.

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.

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Deliveries can arrive any time between 9.00am and 9.00pm

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 Track Your Order on the top-right header of our website and enter your order reference number.

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.

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.

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.

For your security, we will not be able to change the delivery address after order placement.

Yes! Just make sure to put your company’s name and contact person’s name clearly in the address.

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.

When returning faulty orders, Dawaai bears the full cost of return and/or exchange of the delivered items.

Please check your package and notify us for any returns within 48 hours of delivery. Due to the sensitive nature of our products, Dawaai cannot accept any returns after 48 hours of delivery.

It takes around 15 days to process a return.

For information regarding returns and refunds, please contact our customer support for assistance.

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• 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.

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.

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 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.

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.

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No. As we are primarily an online retailer, we do not have any shops or outlets.

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.

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.