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Frequently Asked Questions

The most important answers at a glance

I haven’t received a code by email

Check your spam folder and wait 2-3 minutes. If the code doesn’t arrive, you can request it again. Watch for typos in the email address.

Why is the doctor asking me follow-up questions?

Follow-up questions serve your safety. The doctor sometimes needs additional information to prescribe the right medication. Simply answer them in the dashboard.

How long does processing take?

How long the medical review takes depends on the individual case. You can see the status of your request in the patient portal. After approval, your prescription is transmitted directly to the partner pharmacy.

My payment was declined

Check your card limit and whether 3D-Secure is activated. Alternatively, you can choose another payment method or contact support.

When will my medication arrive?

For finished medicinal products, the mail-order pharmacy ships your medication after you have paid the pharmacy for it. Delivery then usually takes 1–3 business days. You’ll receive a tracking number by email once the package is on its way.

Can I redeem my prescription at another pharmacy?

For finished medicinal products, the prescription goes to a mail-order pharmacy after approval. Instead, you can have it sent to a pharmacy of your choice – in the patient portal after purchase or via support, as long as the mail-order pharmacy has not yet processed the prescription. A fee of €4.99 per order applies. For medical cannabis, the prescription goes to the pharmacy whose offer you selected in the shop.

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