COVID-19 UPDATES & SERVICE STATUS

Service Center

Service Status

COVID-19 ANNOUNCEMENTS

Due to the strain on the supply network all the wholesalers have said there could be delays of up to 72 hours in obtaining medication. So there may be lead-time involved in shipping out certain orders we do not have stock on hand of, as we wait for the stock to arrive.

UK SHIPMENTS

EMS service has been suspended by ParcelForce, and we have removed it from our website as an option when ordering. All parcels will be sent regular airmail instead. Royal Mail is still operating for regular airmail parcels, however there will be occasional delays in shipments making their way through the network. We are seeing gaps in tracking updates even though parcels are moving and being delivered. We have received numerous reports of packages being delivered despite tracking not updating fully. All our fulfillment locations are still operational, although some are experiencing delays due to backlog resulting from customers attempting to stockpile.

NZ SHIPMENTS

NZ Post is still operating for regular airmail parcels, but with limited capacity and reduced flights, which will result in delays in shipments making their way through the network. A 7 NZD surcharge is being assessed by NZ Post effective Apr 1st, which we will add to all shipments/orders from NZ to countries other than the USA. All our fulfillment locations are still operational.

INDIA SHIPMENTS

India Post international mail service is suspended on COMMERCIAL (passenger) flights until April 14th. This was how most packages left India prior to COVID-19. We are working to try to move mail/packages to non-passenger/cargo-only flights. Meanwhile, as many orders as possible will be shipped from SINGAPORE instead of India. All our fulfillment locations are still operational, however some items (such as paracetamol) being banned for export from India due to COVID-19 may result in further delays for specific products.


FAQ

Q: Why are medications cheaper in New Zealand, Canada and the UK?

Q: Will my drugs be dispensed by a licensed pharmacy?

Q: How much is shipping?

Q: How will my order be shipped?

Q: How can I pay for my order?

Q: How will my charge appear on my credit card statement?

Q: What's the fastest way to get my order?

Q: Are there any duties, taxes or other fees?

Q: How is my payment calculated?

Q: My credit card statement shows a different amount charged compared to your website - why?

Is a prescription required?

A: All products, with the exception of those marked with a blue box below saying 'Prescription Required', do not require prescriptions. After placing your order online, please send in your prescriptions, when indicated, to our secure contact/upload page or by e-mail. We reserve the right to limit quantities on certain medicines.



Q: Why are medications cheaper in New Zealand, Canada and the UK?

A: The governments of these countries regulate the prices of pharmaceutical products creating, in most cases, considerable savings for customers from other areas.


Q: Will my drugs be dispensed by a licensed pharmacy?

A: Yes. All of your products are reviewed and filled by government licensed pharmacists and technicians, in licensed facilities.


Q: How much is shipping?

A: Most your medications will be shipped to you for a flat rate of $20 NZD per order; Orders over $100.00 USD receive free shipping. Some international orders will be billed at higher shipping fees.


Q: How will my order be shipped??

A: Most your medications will be shipped to you via DHL Global Mail, which is turned over to your local postal carrier as regular first-class mail. Some orders being filled by international affiliate pharmacies will be sent via registered air-mail or EMS, which may require a signature.


Q: How will my charge appear on my credit card statement?

A: The charge will appear as "Kiwi Online Sales" for credit card purchases.


Q: How can I pay for my order?

A: You can pay by Visa, MasterCard, American Express & JCB. In some cases, due to credit card company policies, credit card payment may not be available for certain products and other payment options may be presented. We may also restrict payment methods when we run special promotions, as credit card sales carry a high transaction fee.


Q: What's the fastest way to get my order?

A: The fastest way is to follow the on-line instructions, select your product and pay by credit card. You'll receive your medications in about 2 weeks for most products. Any product that denotes it is shipped from an affiliate may take longer. E-mail us to determine the shipping time for a product, using our contact page.


Q: Are there any duties, taxes or other fees?

A: No. Your medication is tax and duty free. You only pay for your medicine.


Q: How is my payment calculated?

A:
As we are a New Zealand-based pharmacy all products listed and all orders processed are in $NZ. Due to fluctuations in currency exchange rates over time, your orders may vary in price from time to time. (For example: a product costing NZ$100 would be worth US$60 at an exchange rate of NZ$1 = US$0.60, but would be worth US$50 at an exchange rate of NZ$1 = US$0.50)

Q: My credit card statement shows a different amount charged compared to your website - why?

A:
Some credit card companies charge a foreign transaction fee when placing orders from websites out of your own country. Please note that we do not impose this charge - it is levied by your credit card company.

Contact Us

Please note: The best way to receive support is VIA EMAIL or this contact form. We are able to offer lower prices by not staffing call centers. Please fill out the form below to receive a high priority ticket in our system! 99% of messages are replied to in much less than 1 business day.

We are very happy to help our customers with any questions or queries that they may have. If you would like to contact us, you can send us an e-mail by filling out the feedback form below.

kiwidrug.com

International Customer Service Address:
5765 Turner Road Unit #1 Suite #185
Nanaimo, British Columbia, V9T 6M4, Canada

We are an International Company. Our New Zealand Pharmacy fills New Zealand product orders and is operated by Guys Pharmacy (2001) Ltd, 96 Great South Road, Papakura, Auckland. M Guy & T Easteal - Charge Pharmacists

International Toll-free: 1 (888) 380-3779

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