FAQs

About:

1. What is Ailaaj?

Ailaaj is an affordable, convenient and secure Pharmacy that only has an online presence with proper ground operations.

2. Why should I trust Ailaaj with my information?

Ailaaj is a project by the Fazal Din Group which is affiliated with the pharmaceutical industry for the past 68 years. The group has a reputation of conducting its operations with absolute professionalism and ethics. Thousands of people are already using our services which itself is a testament of their trust with Ailaaj. In addition, Ailaaj has a strict Privacy Policy whereby it protects the information of its customers.

3. When was Ailaaj launched?

Ailaaj was launched on 23-April-2014.

4. Where is Ailaaj located?

Ailaaj is located in Gulberg, Lahore.

5. What Are Your Security Policies?

Our company takes the privacy of our patients very seriously. To this end, we have established a privacy policy that you can View Here. The secure online system we have in place leverages the latest encryption technology (SSL 256 bit) to guarantee the security of personal information. Routine security checks are performed at regular intervals to make sure our ordering system is secure, ensuring that you are protected.

Accounts:

1. How do I use Ailaaj?

Ailaaj offers a very simple and easy to use interface, kindly check out our how-to page for further details.

2. Why do you need so much information?

We need the details in order to comply with regulatory authorities of Pakistan.

3. Is my information safe with Ailaaj?

Yes, we use the latest systems and encryption from sign-ins, order processing to data storage. All of this ensures total security and privacy.

4. Does each family member of mine needs a separate account?

No, our system is capable enough to let you add as many prescriptions and addresses as possible. Once you have provided us with the prescription, you can get the products delivered to any address of your choice.

5. I forgot my password

No problem, it happens. Please go to our recovery page to initiate the password recovery process. Alternatively, you can call our Call Centre and request for password recovery.

6. I forgot my email / username

Call our Call Centre and provide them your customer ID. They will verify a few details you provide at the time of registration and provide you with your email / username.

7. Can pharmacies and hospitals use your service?

Please contact us on info@Ailaaj.com with your enquiry.

Orders:

1. How do I find my products?

You can head straight to our search bar located at www.Ailaaj.pk.You can also find your products by using our categories navigation located at www.Ailaaj.pk.If you are unsure about the product name, or type it incorrectly, the fuzzy search will try to help you as much as possible.

2. How can I place an order?

You can log on to our website www.Ailaaj.pk Or Call at our number (042) 11-11-73428 (AILAAJ) to place an order

3. Can I place an order outside of Pakistan?

Yes, you can. This is especially convenient for people who are living abroad but have family, relatives and friends in Pakistan. Simply add an extra address of your loved ones in your account manager and select the relevant address at the time of order processing. Kindly note that we provide deliveries in Pakistan only.

4. I am worried about fake and expired products

We have systems and checks in place which ensure 0% chances of a fake or an expired product. The products are obtained straight from the manufacturers which also guarantees their authenticity.

5. I can’t find the product I am looking for

We have a large variety of products available in our inventory, if you can’t find what you are looking for then make sure that you are typing the name correctly. If you still can’t find the product, then kindly inform us through our contact page and we will try to arrange it for you. You may even call up our Call Centre and one of our agents will try to help you find what you are looking for.

6. My required product is unavailable at your store

There are many reasons which can result in a product being unavailable, ranging from supply issues of manufacturers to import related problems. You can pre-order your product through our website and we will deliver it to you as it is available in the market. If the product is not listed on our website, you may raise a special order query with us. Please note that you must be registered with us to raise a special order query.

7. Can Ailaaj suggest or recommend product substitutes?

Yes we can suggest alternate of any medicine that is not available. However, we do not recommend any medicine as it requires a proper diagnosis.

8. I want additional information about my product?

We have informative material about various products which can be provided to you upon request. Kindly contact us and we will provide you the requested literature at our earliest.

9. Do I have to order regularly every time for the same product?

Not at all, our website has a convenient scheduling feature where you can select a future date for your order. You may schedule your order up to 6 months in the future. Scheduling will also help save you from market shortages.

10. Can I change or cancel an order?

You cannot edit or change your order once you have completed the process of placing an order and the order id is generated. You can cancel the order at anytime before the payment is processed. Once you have made the payment we will charge you 15% restocking fee and the remaining amount would be credited into your Ailaaj account as store credit. We do not entertain cash refunds.

Cold chain:

1. How does Ailaaj handle temperature sensitive orders?

We use special packaging and gel pouches for temperature sensitive orders. With the help of these your products can stay safe and usable up to 40 hours.

2. Does Ailaaj deliver temperature sensitive orders nationwide?

Yes, we are able to provide temperature sensitive orders in over 175 cities across Pakistan.

Vaccination:

1. How do I place a vaccination order?

Vaccination service has been discontinued by AILAAJ until further notice.

Pharmacists:

1. Does Ailaaj provide counselling services?

Yes, we do. You can ask your questions from our team of pharmacists through our call centre, website and email.

2. Are your pharmacists qualified?

We have qualified pharmacists with many years of consultation experience to answer all your queries regarding medicine use.

3. What type of consultancy does your pharmacists offer?

Our pharmacists can provide you with their expert advice on prescriptions, dosage, prevention and effects of various diseases and products.

Corporate:

1. Why should my company use Ailaaj?

Companies should use Ailaaj for decreased expenses and to avoid frauds that are associated with the entire process of medicine procurement to bill settlement.

2. Which companies are eligible for the corporate program?

All small, medium and large companies operating in Pakistan can use our platform.

3. What services does Ailaaj offer under the corporate program?

We offer a wide range of convenient and cost saving services through our corporate platform.Get in touch with us and we will get back to you on what we can offer.

4. Whom should I contact for further details and demo?

Kindly drop in your query at info@Ailaaj.com, and we will get back to you at the earliest.

Payments:

1. How do I pay for my orders?

You can easily pay for your order by following simple payment instructions that are shown at the end of the order. You can View payment instructions against all orders on our Payment Methods page.

2. What payment options does Ailaaj provide?

We provide all payment methods one could imagine, check out our Payment Methods page for detailed information and usage.

3. My Ailaaj account doesn’t reflect the amount I have deposited

Kindly contact us through our contact page and we will try to resolve your issue as early as possible.

4. Can I use Cash on Delivery option for cold chain products?

Due to the sensitivity and costs involved, this payment method is not available for cold chain products.

5. Can I get a discount?

Our prices are already competitive and have discounts already applied to them. We however launch various promotions on a regular basis for our customers, keep visiting our website and Facebook page regularly to stay informed about upcoming promotions.

6. I have made payment. Why isn’t my order status updating?

After you have made payment for your order, depending upon your selected payment method, we verify the received payment amount. We have to ensure that the right order amount is entered into the system against the correct order or customer. This is also why we strongly advise to enter your Order ID and/or Customer ID as reference for your payment. Furthermore, the time span for entering and verifying the entered payment method is within that of bank working hours, so you might also face delay in updation of order status if payment is made near closing hours of bank working hours.

 

Delivery:

1. Does Ailaaj provide nationwide delivery?

Yes, we can deliver anywhere in Pakistan by utilizing all the major courier and logistics companies.

2. Does Ailaaj provide international delivery?

No, we don’t. We however are able to accept your orders from abroad as long as the delivery address is in Pakistan.

3. Can I get my products delivered at my office or another home?

Absolutely, just add as many addresses as you want in your account manager and we will gladly provide delivery to the specified addresses.

4. What are your delivery charges?

Our delivery charges are very nominal and vary from city to city, kindly check out our shipping calculator to calculate your charges.

5. When will my order be delivered?

Usually your order should be delivered to you within 24 – 72 hours.

6. How will my order be delivered?

Your order will be delivered to you through leading courier and logistics providers. The products are packaged in secure and safe boxes.An invoice containing details of the products is included inside the package. We take your privacy seriously.

7. I still haven’t received my order

Kindly call our call center or send us your complaint through our contact page and we will inform you about its current status.

8. Is Free Shipping available?

Yes, we ship orders free of charge if they meet certain criteria. Generally, an order qualifies for free shipping if it has a higher price to weight ratio against the final destination.

9. Why did my order not qualify for free shipping?

Qualifying for free shipping depends on the weight of the items and the location being delivered to, these are calculated for all the products on our website when you are checking out. Place your order to see if it qualifies for free shipping or not.

10. Are cold chain orders eligible for free shipping?

No, free shipping is not provided on any cold chain order.

11. What shipping methods are available?

Your order would be delivered either by OCS, TCS or Leopards and Cash on delivery. The choice is yours dependent on which delivery services are available for your destination and product type.

12. Is Cash On Delivery available all over Pakistan?

Cash On Delivery is available across Pakistan.

13. Why don't I see the Cash On Delivery option in checkout?

Cash On Delivery is only offered on orders where the amount is less than Rs. 30,000. We do not offer this service if your order contains cold chain items.

14. Do you ship to P.O. Boxes?

No we do not ship to P.O Boxes, as there will be no one available to sign the delivery note.

15. What if the invoice inside the delivery pack and my order online is different?

Please read Shipping/Return & Refund Policy in our policy section.

16. Can you recommend me some alternative of this medicine or dosage? Or, will it work for me?

We cannot advise you in any capacity in this matter. You should not take any medication without consulting a doctor first. For further assistance please consult Disclaimer.

17. Do you ship refrigerated & expensive items?

Yes, we do these items. We have taken special precautionary steps from the time we receive them from the manufacturer till the time of delivery to the customer, to ensure their condition and temperature is maintained as per recommended by the manufacturer. Special packing material is also used to maintain the temperature even during delivery. In case of expensive items the packing reduces risk of breakage or damage.

18. What is  Ailaaj Express Delivery & Ailaaj Cash on Delivery?

Ailaaj Express Delivery and Ailaaj COD is a service launched to ensure prompt delivery(within 2hours) of orders within Lahore. However incase of the ordered items being out of stock or orders placed after working hours (9am-6pm) there might be a delay in delivery which will be communicated to the customer.

Complaints:

1. How do I file a complaint against an order?

You can file a complaint through our call center, contact page or email.

2. How long does it take for a complaint to be resolved?

We try our best to resolve your complaints within 24 hours. Although, the resolution time may vary depending on the nature of the complaint.

Disputes:

1. I want to return my order

Your order can only be returned without incurring any charges if it doesn’t contain what was ordered or it was damaged when delivered. Apart from these scenarios, you will be charged a 15% restocking fee for returns.

2. I want a refund

Once your product has been returned, we will refund your amount back to your store credit after deducting the necessary charges.

3. I want to withdraw my balance

We don’t provide such facility, however your amount will always be available in your store credit unless and until you utilize it.

4. I have received a damaged parcel/product

Kindly inform us about it on our call center or email and we would try to replace it for you.

Prescriptions:

1. I don’t have a prescription

There are many products that can be provided without a prescription but if your required product needs one then we won’t be able to process your order without it.

2. How do I send my prescription?

There are many ways which you can utilize to send us the prescriptions, kindly view our “Methods of Prescription Submission” for a list of available submission options.