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Below are some common questions our customers ask us. If you do have a question, you may find an answer to it here. If not, please don't hesitate to contact us.
Question areas:
• Ordering
• Refills
• Delivery
• Prescription Products
• Payment
• Order Confirmation and Receipt
• Cancellation and Returns
• Security and Privacy
• Savings
• Telephone Contact
ORDERING
Q: How do I select a product and place an order?
A: You can order online, or by phone.
ORDERING ONLINE is available 24 hours a day – It’s as easy as ABC
A - To place your order with Value OTC type the name of the product you require into the search box at the top of this page and click ‘GO!’ to locate your product. Alternatively,
click on the category button at the top of this page and then on the product name you wish to order.
B - Click on the ‘Add to Cart’ button for the presentation you wish to order. Repeat this process for any other products you wish to order.
C - When you have finished adding products to your cart, click the ‘CHECKOUT’ button on the shopping cart. You will then be able to supply your personal details required to complete your order, including the supply of your credit card details. All this information is entered and stored in a secure section of the Value OTC site.
Ready to order? Locate the product you require, click on that product and follow the ordering process. If you have any further questions or require assistance placing your order, please don’t hesitate to contact us.
ORDERING BY PHONE – It’s as easy as ABC
A - To place your order with Value OTC type the name of the medicine/product you require in the search box at the top of this page and click ‘GO!’ to locate your product. Alternatively, click on the category button at the top of this page and then
on the product name you wish to order.
B - Note the name and price of the product you wish to order.
C - Phone Value OTC on 1-763-431-6676 and leave your name, phone number and a convenient time to call. One of our customer service representatives will contact you to assist in placing your order.
Q: What happens after I have placed an order?
A: Orders are processed within 24-96 hours of receiving them. If for any reason the product you ordered is not in stock, you will be notified of this. You will be given the option of leaving your order with us, and it will be despatched as soon as new stock arrives, or cancelling your order for a full refund.
Q: What if I can't find the product I'm looking for?
A: There may be a number of reasons the over the counter product you require is not listed on our site. Please contact us if you can’t find the product you require. We will reply to let you know if our supplier has the product and will quote you the price if it is available.
REFILLS
Q: Can I order my refill offline?
A: Yes, there are two methods to order refills without completing the online ordering process.
1. Email. Contact us by emailing orders@valueotc.com and provide details of the product and quantity you wish to order. We will then contact you to confirm details of your order and place the order for you.
2. Voicemail. Contact us using our phone message service on 1-763-431-6676. Leave your contact details and brief product requirements. We will then call you to confirm details of your order and place the order for you.
DELIVERY
Q: How are orders shipped?
A: All Value OTC orders are sent through the standard international airmail service. This has proven to be very reliable and helps us keep our charges down. It does mean that delivery is not as quick as if it were sent by courier. However, we have found that this is a small inconvenience that customers are happy to tolerate in order to get products at significantly lower prices.
Q: How long will delivery take?
A: We advise customers in North America and Europe that orders will take approximately 10-16 days to reach them. However this does depend on which part of their country the order is going. Some customers there have reported receiving orders in 5-6 days while for others (very few) it has taken 25 days.
We understand that any delay is inconvenient, however it is something that Value OTC customers do accept to get their medicine/product at significantly lower prices.
Q: Is a faster delivery possible?
A: We do not use international couriers as these deliveries are subject to mandatory customs declaration and inspection. This could result in the order being held by Customs while the package and its contents are checked. This slows rather than improves delivery times and there is also the potential for duty to be imposed, and/or entry refused.
Q: What is the delivery charge?
A: Orders are sent by standard international airmail. The delivery charge for an order is $9.50, irrespective of how many products ordered.
Q: My order was of a very high value – will it be safe?
A: Orders of relatively high value are often split into two separate deliveries. We take this approach because it lowers the risk associated with the potential loss of a single high value dispatch (Fewer than 1% of our dispatches are lost in the international mail service). Note: A single $9.50 delivery charge will still apply to orders that are split into two separate deliveries.
PRESCRIPTION PRODUCTS
Q: Do I need a prescription?
A: OTC products do not require a prescription. However, if a product you are ordering is a prescription product then you must provide a prescription before your order can be processed. Prescriptions can be faxed to us on 1-763-431-6676 or emailed to us enquiries@valueotc.com. We can also assist by contacting your Doctor to request a prescription. If you want us to do this for you please contact us to provide your Doctor's name, State, Country and Phone number.
PAYMENT
Q: In what currency are your prices displayed?
A: All prices we display on our site and provide by phone or email to customers are in US dollars.
Q: Are there any other costs in addition to product and delivery?
A: No. The price you pay will be the price of the product ordered and the US$9.50 freight charge per order.
Q: What credit cards are accepted?
A: We accept Visa and Mastercard.
Q: When will my credit card be charged?
A: Your credit card is charged immediately before your order is sent to our suppliers for dispatch. You are charged only for the items we ship.
ORDER CONFIRMATION AND RECEIPT
Q: My Order Confirmation has not been emailed?
A: When you have completed your order a 'thank you' page will be displayed and an Order Confirmation is automatically emailed to you.
If you do not receive your Order Confirmation then please contact us and we will send you one.
Q: My Order has not arrived?
A: The risk of orders getting lost in the international mail system is very low (less than 1%). There are several reasons why your order may not have arrived.
- Your payment may have been declined due to your bank blocking the charge. If this happens we will contact you by phone and will send you an email advising what has happened and what to do about it to enable your order to be processed.
- Your credit card details may not have been supplied. We will contact you to advise that we cannot process your order until we receive your credit card details and will provide you with the opportunity to supply these details by phone.
- There may have been an unexpected delay with the postal service. If your order does not arrive by day 21 after dispatch we will resend your order or reimburse you in full.
CANCELLATIONS AND RETURNS
Q: Can I cancel my Order?
A: Yes, you can cancel your order if it has not been shipped. (Please note – orders can be processed and dispatched within hours of being received). To cancel an order you must phone or email us as soon after completing your order as possible. Once your order has been shipped it is not possible to cancel your order.
Q: Can I return my order?
A: In the event of a defect/damage to a product received, or in the rare event that an incorrect item has been shipped a replacement will be sent once the original order has been returned.
SECURITY AND PRIVACY
Q: Are my payment information, personal information and order details kept confidential?
A: All information you supply is treated as confidential and will only be seen by selected Value OTC staff who are responsible for the processing and dispatch of your order. Your personal details are securely stored, and will not be shared with anyone or used for any purposes other than ordering and contacting you.
For further information please read our Security and Privacy policies.
SAVINGS
Q: How does your site offer cheaper drugs?
A: Value OTC works in association with reputable, well-established International pharmacies with a proven track record to provide you with significant savings. Value OTC researches price differences between the same product in different countries to find the lowest priced source. Your order is then sent to that registered pharmacy supplier. Exchange rate differences can further reduce the cost of the medicine - providing you with great savings!
Q: Am I saving by shopping on ValueOTC.com?
A: The convenience of shopping on Value OTC will save you both time and money.
We understand how important it is to be able to shop from the convenience and privacy of your office or home. You can be confident that we operate with complete discretion in all facets of our business – both in communications with you and in processing of your order. We are sure you will recognize and enjoy the same benefits that our many other satisfied customers experience when shopping through Value OTC.
TELEPHONE CONTACT
Q: Can I speak with someone from Value OTC?
A: Yes – via our voice message service.
Because of our location, time zone differences mean that we do not offer live telephone as an initial method of contact. However, customer service is very important to us and we do read and respond to email every work day and will respond to phone voice messages within 24 hours of receipt.
If any customer does wish to have telephone contact, then we are very happy to do so at a time convenient to that customer. Simply email us or phone 1-763-431-6676 and provide the following details:
• Name
• Contact phone number
• State and Country (to be used to determine time zone), then we will contact you. We understand that our approach does not always allow customers to have immediate contact with us but we are confident that our customer care is still of a high quality. We receive many good comments about it and very little negative feedback.
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