Answers to your questions
Q: How long have you been in business?
A: InhouseChemist.vu is operated by Pacific Health Ltd who is one of the world's original and longest standing online pharmacies established in 1996. We have supplied hundreds of thousands of customers worldwide. We are widely trusted and praised in many blogs and forums for our reliable service and genuine products.
More information about us can be found on our About Us page.
Q: What payment options are there?
A:
USA Shoppers:
- Mail your Check, Cashier’s Check, or Money Order to our USA PO Box. Cashier’s Checks and Money Orders are the preferred methods, resulting in faster processing and no clearance delays.
- Online Bill Pay is a convenient service that allows you to set up electronic payments for your bills online. The bank will issue a paper check using funds drawn from your designated account within a few days once you have scheduled the bill payment. The check is mailed to us and processed through our payment services in CA like other check payments are.
- Deluxe eCheckhttp://www.deluxe.com/echecks/ offers all of the benefits of traditional checks with the added convenience and speed of an online payment system. Your check payment will be sent to us at the speed of an email. It is a cost-effective, easy, and secure way to pay us. Deluxe eChecks are checks for the digital age.
- International Money Transfer (IMT) is a swift way to send us payment. Payment usually clears overnight. Bank fees may be incurred, “SHA” Sender pays the sender’s bank charges.
- We cannot accept American Express or any other Credit Card providers from US customers.
- We cannot accept Money Transfers via PayPal, Orbit Remit, Western Union, MoneyGram, TransferWise, XE and Zelle ®.
UK
- American Express Cards
- Wire Transfer from your bank
Australia
- American Express Cards
- Wire Transfer from your bank
Rest of World
- American Express Cards
- Wire Transfer from your bank
We offer a choice of payment options depending on which country you are from. You will see these options when it becomes time to pay for your goods.
American Express: We accept American Express from all customers except if you reside in USA ? as stipulated by American Express.
Visa and MasterCard: Due to our internal 'Know Your Customer' (KYC) protocol, Inhouse Chemist are currently not using credit cards as a form of payment.
Discover and Maestro Cards: These cards are not available to us or any card starting with the number 6.
Cryptocurrency Payments (Bitcoin & Bitcoin Cash): From 17th August 2018 we have stopped accepting all cryptocurrency payments. Tightening anti-money laundering regulations have forced banks to disallow payments from these sources.
Q: I'm a USA customer, how do I post in my check?
A: If you would like to post us your check or money order, select this payment method in the checkout section. You will see details on where to mail your check and how quickly we can ship your order.
When you finish placing your order, we will immediately email you easy to follow directions of the USA postal address and how to write your check so we can match your payment.
Q: Can I send payment through any other money transfer service?
A: Most money transfer services do not provide services to banks in Vanuatu where we are based. We are working on a better solution for you. Western Union and PayPal do not permit payments for personal medications over the internet.
Q: Are your medicines the genuine article?
A: All our products are genuine and only from the named manufacturers. We only purchase brands that produce these products in FDA approved manufacturing facilities. All our suppliers are licensed distributors and this ensures the products you purchase from us are from government regulated supply channels.
We do not substitute brands without consulting you first. What you choose on our website is exactly what you get. We keep our product information and photos up to date and we also state the expiry date.
Q: Do you supply generic medications?
A: We offer both brand name products and generic alternatives. We clearly indicate which products are generic, these are always on the right hand side in the category listings and they have a generic label identifying them. Generic medications can offer some savings. We only supply generic medications that are manufactured in FDA approved manufacturing facilities.
Many generics come from India and we only purchase from FDA approved manufacturers there. For example Cipla and Ajanta Pharmaceuticals are listed on the New York stock exchange and would be the largest manufacturers of generics in the world.
Q: Do you sell Ambien, Xanax, Phentermine, Adderal, Ephedrine, Codeine, Dihydrocodone, HCG or products with the same active ingredients or controlled substances as listed by the DEA?
A: No. We do not sell controlled drugs or medicines of abuse.
Q: The packaging looks slightly different?
A: We never repackage the products unless the product is sold in blister strips. Some products are sold in blister as they arrive in bulk outers which are too large to offer for personal use so the blisters are removed from the cardboard outer but never tampered with. Products are shipped in the original packaging with any safety seals intact.
Some manufacturers operate multiple manufacturing facilities around the world and the packaging can differ between each plant. e.g. US manufactured products may be packaged in bottles compared to UK packaged product in blister strips in a box. These differences are packaging only and do not affect the product. The photo we show of the product is what you are going to receive. You can click on the photo to get a larger view.
Please be assured that the products are of the highest quality and only purchased from reputable sources.
Q: Can you assure me products are not close to expiry?
A: For your assurance we show the expiry date of the products we are shipping on every product page. When you place an order this will be the expiry date you will receive (or better).
Q: Does your company offer medical advice?
A: NO! We are not a medical center nor are we medically qualified. We will not advise or recommend. The medications you take should be those prescribed by your qualified medical professional after a consultation. The information listed on the website is to be used as general information only and is not a substitute for professional medical services or advice. The onus is placed on the customer to be responsible for their own health issues. Please seek the advice of a medical professional if you have any questions regarding suitability etc. PRIOR to placing an order.
Q: How do I place an order?
A: We accept orders via telephone, fax, email or online. For online ordering, please follow these instructions:
If you know the product you need then using the search box on any web page is the easiest way to find products. You can search on the product name, active ingredient or manufacturer. Another good way to find products is to choose a category from the list at the top of the page.
To select goods you can click on the "add to cart" button. This will add the goods to your shopping cart. After you have selected the goods you wish to order, you can place your order by proceeding to the checkout by clicking the "Proceed to Purchase" button.
You will then be updated with a confirmation of your order by e-mail. You will receive this immediately after placing your order. If it does not arrive promptly, please check your SPAM or junk email folder in case it has been detained there. If so please add InhouseChemist.vu to your white list or safe sender list.
No but we recommend you do. If you are a first time shopper with us you have the choice when going through the checkout to remain an anonymous customer or to create an account. The choice is yours but there are some worthwhile convenience options and privileges become available to you if you create your account.
If you choose to remain anonymous then your details will not be saved so next time you shop you will need to enter your name and address information again. On future revisits you will not be able to see your order status, or do a one click repeat order next time.
To create an account all you have to do is enter a password at the end of the checkout process and that is it. Your details will be there next time you shop as long as you use that same email address and password that you created the account with. If you don’t want to use a password then you are probably better off being an anonymous customer.
With an account the next time you shop, checkout is much faster; just add to the cart and checkout. Once you enter your email address and password then your address information will load automatically. All you need to do is add your credit card information as we don’t store that and click Complete Order.
If you have an account you can see your past order history and the shipping status for each order. To save time you can click on any one of those to make a re-order.
Q: Where do you ship from?
A: We only ship from Vanuatu which is a nation in the South Pacific Ocean near Australia.
Q: What countries do you ship to?
A: We are able to ship orders to the following countries. Unfortunately, if your country is NOT on this list we are unable to supply to you as your country's Customs Department prevents delivery.
IMPORTANT: Please be informed that Premium Shipping regulations require you to provide a copy of a valid doctor’s prescription from the customers prescribing doctor to accompany your order before shipping. Your order will NOT be eligible for importation without a valid doctor’s prescription. Please contact us for further information and instructions for sending us your prescription. Your order will remain ON HOLD until we receive your prescription.
| Country | Free Shipping | Premium Shipping |
|---|
| Australia |
Free Standard Airmail Postage
NO TRACKING
2-4 weeks |
Express Mail Service to Australia
Signature Required
Tracking 12-28 Days |
| Gibraltar |
Free Registered Airmail Postage
4-10 weeks via UK (Recommended) | |
| Hong Kong |
Free Registered Airmail Postage
Signature Required
Limited Tracking
10-21 Days (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days |
Express Mail Service to Hong Kong
Signature Required
Tracking
7-10 Days |
| Malta |
Free Registered Airmail Postage
4-10 weeks via UK (Recommended) |
FedEx delivery to Malta
Signature Required
Tracking
3-4 weeks |
| Northern Ireland |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks
Free Registered Airmail Postage
Limited Tracking
2-6 weeks (Recommended) |
Express Mail Service to Nthn Ireland
Signature Required
Tracking
7-10 Days |
| Puerto Rico |
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days
Free Registered Airmail Postage
Signature Required
No Tracking
10-21 Days (Recommended) | |
| Scotland |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks
Free Registered Airmail Postage
Limited Tracking
2-6 weeks (Recommended) |
Express Mail Service to UK
Signature Required
Tracking
7-10 Days |
| Singapore |
Free Registered Airmail Postage
Signature Required
Limited Tracking
2-6 weeks (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days |
FedEx delivery to Singapore
Signature Required
Tracking
3-4 weeks |
| Switzerland |
Free Registered Airmail Postage
4-10 weeks via UK (Recommended) |
FedEx delivery to Switzerland
Signature Required
Tracking
3-4 weeks |
| United Kingdom |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks
Free Registered Airmail Postage
Limited Tracking
2-6 weeks (Recommended) | |
| United States |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks |
|
If you choose from our free shipping options, you only pay for the cost of the products ordered.
If you chose Registered Post or a Premium Courier service then you will be required to sign for the goods. If you are not home at the time of delivery a notice will be left with instructions on where to collect your parcel. Alternately, we can ship to a work address.
A shipping confirmation with tracking information will be emailed to you when your order is shipped.
Q: How long will it take my order to arrive?
A: See table above.
Please be aware that if customs hold your order pending import taxes, they could hold your order for up to 14 days prior to contacting you.
Q: How soon before I run out should I place my order?
A: Order your medications with at least 4 - 6 weeks in reserve. Almost all orders are shipped within 24 hours but sometimes postal delivery can take longer than the norm and we can't pre-empt when this may happen. Postal or customs processing delays are something we cannot control, so please order with plenty of safety margin.
Q: What is an acceptable Billing Address?
A: We cannot accept a PO Box, UPS store address, a freight forwarder address or a commercial address as your billing address. To enable us to process your payment, you must provide your ‘Physical Residential Address’ in the billing address section.
Payment processing regulations have tightened a lot over the years, and banks must verify that the person making the payment is not the person with a similar name who is listed as a money launderer or known to be funding terrorism. This is why we are required to obtain your physical address, as this provides the banks the information they need to release your payment to us.
If you are unable to provide your physical address for payment identification, we must decline your order.
Q: Can I ship to a different address other than my billing address?
A:Yes we allow shipping to a different address such as a work address or where there is somebody available to sign for the goods. You can specify a different shipping address during checkout or if you have registered as a customer please click My Account at the top of the page and add the additional any extra shipping addresses you need. Each time you return to make a new purchase, these addresses will be there for you and you can quickly choose the one you need.
Q: Will my goods be shipped in a discreet package?
A: Yes! All goods are packaged discreetly. The items cannot be identified from the packaging. For your privacy, we do not include our company logo on the outside of the package.
More information can be found in our Shipping & Returns page.
Q: Can my order be delivered to a PO Box or an APO address?
A: If you choose to use one of our free delivery methods or EMS delivery (if available), then we can ship to your PO Box or an APO address. Fedex deliveries cannot be shipped to PO Boxes or APO addresses.
Q: What customs controls should I be aware of?
A: In each country we ship to, customs will permit the personal importation of personal medications for yourself or your immediate family living with you for quantities of up to a 90-day supply - without requiring a doctor's prescription. You must pay all applicable import charges when your order arrives in your country. Please be advised that some customs may question and reject imports for larger orders where individual daily dosage requirements are higher and request a valid doctor’s prescription to support the release of the shipment.
Applicable VAT charges and associated fees are the customer's sole responsibility; we will not pay for them.
Q: What do you declare the products as?
A: On the customs declaration sticker, the products are declared as "Non-Restricted Pharmaceutical".
Q: Do USA customers pay customs duty?
A: No at this time USA Customs does not charge customs duty or sales tax. However they do require time to process your parcel.
Q: Do UK customers pay VAT (Value Added Tax)?
A: It is illegal to supply or purchase prescription medication from within the UK without producing a valid doctor's prescription. However, UK customs will permit the personal importation of personal medications for yourself or your immediate family living with you for quantities of up to a 90-day supply - without requiring a doctor's prescription, provided you pay all applicable import VAT charges.
If your order is above £135, HM Revenue & Customs will charge you VAT, customs duty, and a handling fee of £8. Please note these charges are payable by you to Royal Mail before your parcel is delivered. You can expect to receive a 'Fee to pay' card. This shows how much you need to pay before you can receive your parcel. Royal Mail will hold your parcel for you at your local Customer Service Point for 21 days, after which it will be returned to the sender. For online payments, it is recommended that you pay at least two days before that.
Applicable VAT charges and associated fees are the customer's sole responsibility; we will not pay for them.
Q: Is VAT payable on shipping charges?
A: This is not applicable in most cases because most orders have free shipping. However if your order is sent by a premium courier such as EMS or Fedex and your country charges VAT or GST on imported goods, then they will also charge VAT or GST on to the cost of the shipping.
Q: What if I need to cancel the order?
A: Please contact us as soon as possible if you want any part of the order or the whole order changed or cancelled.
NOTE: We process and ship orders daily so please be prompt. We have direct free phones available so please call us to ensure that the changes can be completed. Our contact telephone numbers are listed under Contact Us
If your goods have already been dispatched for shipping, it is too late to cancel your order. Please choose your medications carefully when placing an order
Please see our Shipping and Returns Policy
Q: I have not received any email confirmations from you for my last order.
A: If you have placed an order with us recently and did not receive an instant order confirmation then please check the email address you gave us is spelt correctly. If you registered as a customer, you can check this in My Account. If your email address is incorrect, please correct it in My Account and also email or phone us with the correct email address at Contact Us
If you have a Yahoo, Gmail or AOL email address then there is a greater chance our replies to you will not get through. If you can, please supply us with a different email address.
Q: Your email ends up in my SPAM or Junk Email list. How can I prevent this?
A: We never SPAM or send unsolicited email to you, so please click on our last email and look for an option to add us to your safe senders list. This will prevent emails from us going to your Junk list.
Q: I have not received a reply to my email?
A: We reply promptly to emails and if you are waiting more than 24 hours then your reply has probably got lost somewhere.
If you have emailed us a question and you did not get a timely reply please do the following:
- Check your email SPAM folder. Some SPAM filters don't like emails that include words like "pharmacy" or medication names. Add us to your safe senders list.
- Email us again alerting us to the missing email problem. If possible please offer us an alternative email address that is not a free email account. Avoid email accounts such as Yahoo, Gmail, or AOL etc. who through good SPAM filtering intentions are often overzealous on legitimate online pharmacy sites.
- Or call our customer service team. Details on our Contact Us page.
- If you would like us to call you, email us your evening phone number and we'll call you back.
Q: It's been longer than the Standard Delivery Time and my order has not arrived yet
A: We use regular airmail to ship our products and the post office to deliver our orders. Sometimes delivery can take longer than the Standard Delivery Time as we are subject to delivery delays due to public holidays, worldwide events etc.
Customs may have your order. It is not unusual for customs to hold the order for up to 2 weeks prior to contacting you.
If your order hasn't arrived within the Standard Delivery Time please allow an additional 7 days for delivery PRIOR to contacting us to establish if your order is simply delayed with delivery; held at customs or indeed lost.
Q: The tracking number shows no results.
A: Sometimes with registered post no tracking information appears until your parcel is processed in customs. This is not a problem. If the parcel is overdue contact us for a reshipment.
Q: How do I request a reshipment?
A: Lost orders and reshipments
We will reship or refund a lost order provided we are contacted within 8 weeks from the ship date. No reshipments or refunds will be accepted if your lost order is reported to us after 8 weeks.
We will replace an order that has not been delivered on the following conditions only:
- Lost in transit, and tracking is not reflecting an update. If your order shipped using Standard Airmail (no tracking service) and your report is genuine, we will refund or reship using Registered Airmail (tracking service available.)
- An additional 7 days has elapsed in addition to the advised delivery time since the ship date.
- The shipping address provided to us is correct.
You will be charged for a replacement order if you have provided an incorrect address. No refunds will be issued. Please ensure that your address is correct at the time of placing your order to ensure delivery.
If you are not at home to receive your parcel and a postal notice is left advising you to reschedule delivery or arrange collection, and you have not done so, in that case, the parcel will return to us after being held for a specific timeframe. Contact your local postal service for further information. We will not be held responsible for missed deliveries. We will not issue a refund, and if you wish to have the goods replaced, please be advised that you will be charged for a replacement order.
Q: Are you able to supply products not listed on the website?
A: Your enquiry is very welcome. Please provide the brand name and concentration; drug name and a generic name it may be listed under if at all possible. Checking availability will take several days as we often need to cross reference drug names. Often they are marketed under different names worldwide.
We will not supply any medication that is controlled or restricted in any way.
Q: What time zone are you in?
A: Our time zone is similar to Australia so your evening is our day time, so that's the best time to speak with our pharmacists. We operate phones 7 days per week. If you call outside our business hours or at busy times, please leave a message and we will call you back within 24 hours.
Our phone numbers are on our Contact Us page.