Q. Is the order sent in discreet packaging?

A. Yes. All our packaging is plain not see through brown envelopes or boxes. There is no indication on the package about the contents or the DrFelix Online Doctor and Pharmacy brand logo.

Q. Is the online doctor and pharmacy service confidential?

A. Yes 100%. We only contact you if it is necessary and never mention any confidential information about your treatment. We aim to provide a seamless and hassle free service where you get what you need as quickly and efficiently as possible.

Q. Is your online service legal?

A. Yes. We are a registered online pharmacy service. All our doctors are regular practicing GPs who can legally prescribe medicine online. Your medicine is sent from our Numark Pharmacy in Calderbank which has been serving the Calderbank community for years.

Q. Are the medications you provide genuine?

A. Yes. We offer treatments from all the major British drug manufacturers, whose brand logos you will see on each pack. You get the exact same medicine if you were to walk into our NHS community pharmacy or any other pharmacy in the UK.

Q. How much is delivery?

A. Our standard delivery is £2.95 (Royal Mail First Class Signed For) which can take 1-3 working days. We offer a guaranteed Next Day Delivery for £6.95.

Q. How quickly will I receive my order?

A. If you place your order before 2pm it will most likely be dispatched the same day. You will receive it in line with the delivery service you select. We try our best to dispatch all orders as quickly as possible. Any orders placed on Saturday and Sunday are dispatched on Monday.

Q. How do I take the medicine?

A. We provide dosage instructions just like a normal GP and Pharmacy process. Our doctor will write the dosage on the prescription and the Pharmacist will label your medicine with the instructions.

Q. Why is DrFelix selling the same products much cheaper than other clinics?

A. We are based in Scotland so do not have expensive overheads like our competitors mostly based in London. Our decades old Pharmacy has built excellent relationships with major Pharmaceutical Suppliers and get special bulk buy discounts. Finally we believe in easy and affordable access to medicine for everyone, so we price all our products fairly and stick by our Lowest Price Guarantee, thus not just a marketing statement like others.

Q. How to set up a new user account?

A. Please click on ‘My Account’ on our Homepage and follow the instructions. You will be required to create an account after an online consultation to process payment if you are not already a member and/or logged in. Every individual is required to register on a different email address for family/group registrations.

Q. How do I cancel my order?

A. You can cancel your order by contacting us up until the doctor approve it, which may be within hours or even a few minutes after the order has been placed. If your order has been approved but not dispatched, we will still be able to refund you the full product cost and delivery charge but not the prescription fee. You do not need to contact us for a refund as cancelled orders are automatically refunded within 3-5 working days to the payment card. If you are having issues please contact customer support.

Q. How quickly will my order be processed?

A. We endeavour to ship your order out within 1-2 workings days of being received. If your order is placed before 2pm (Mon-Fri) it will most likely be dispatched on the same day.

Q. How long will it take for my medication to arrive?

A. If you have selected Special Delivery, you will receive your order the next day. IF you have selected ‘First Class Signed for’ it can take between 1-3 working days.

Q. Do I have to sign for my delivery – what if I am not available to sign?

A. yes all our orders require a signature unless you are not planning to be in, you can leave an order note on the billing page or phone us to give any special instructions e.g. send the order not recorded.

Q. Can you deliver outside Europe?

A. No, We deliver only to E.U countries. On special occasions if you are travelling, the doctor can authorise the medicine to be sent outside the E.U

Q. Does DrFelix deliver to the Channel Islands and Isle of Man?

A. Yes. Please choose United Kingdom as your country and enter the island name (Jersey, Guernsey, Isle of Man) after the city name on the billing page.

Q. Can delivery addresses be changed?

A. Yes. You can ask for your delivery to be sent to a different address i.e. work or elsewhere. If you have already placed your order and wish to change the delivery address, you can do this by contacting us by telephone anytime up until the order has been dispensed and dispatched.

Q. Can a delivery in transit be tracked in the post?

A. The Royal Mail tracking system for recorded delivery only confirms if an item has been delivered or if an item is in the Royal Mail system and waiting for delivery. Overseas express orders can be tracked in more detail through the DHL tracking system, which also tracks the progress of items in transit. You can also, if you are already logged in, view details of your orders, including parcel tracking, in your My Account area.

Q. Is the packaging and billing discreet?

A. Packaging is discreet and does not indicate contents – only our pharmacy return address is printed on the reverse without the name of our online doctor or pharmacy.

Q. My order has not arrived?

A. UK orders normally arrive a day or two after they are dispatched unless you selected special delivery. They are usually dispatched the same or next working day after an order is placed. When an item is dispatched an email with a parcel tracking number is sent. Very occasionally items get delayed or lost in the post. This is unusual. If an item does not arrive in the post 7 working days after dispatch, please contact us and we will resolve the issue.

Q. Why have I not received any tracking details yet?

A. Emails with mail tracking numbers are sent at the time orders are dispatched. For more details see the Delivery page. You can also log in to your “My Account” area and see the status of an order along with any tracking details.

Q. Is DrFelix regulated and legal?

A. Doctor Felix is a trading name of Stark Healthcare Limited, registered at 272 Bath Street, Glasgow, G2 4JR with the company number SC467250. All our doctors are based in the UK and registered with the General Medical Council. Our pharmacy is registered in the UK with General Pharmaceutical Council under the registration number 1102064; also having registered the online clinic which can be seen from the green logo on our website. DrFelix supplies genuine medicine only manufactured by British companies and medicine is licensed by the MHRA to be sold in the UK.

Q. Is the medication genuine?

A. Our medication is from UK pharmaceutical companies and licensed by the MHRA to be sold in the UK. DrFelix mostly supplies branded medicine only, but sometime also offers generic medicine; which is same as the branded medicine but cheaper for example Viagra was expensive due to being a patented brand and has the active ingredient Sildenafil, after the patent expiring other British manufacturers are able to make the same drug and sell it cheaper due to competitive pricing for example generic Sildenafil.

Q. Do you have real doctors working for you?

A. Yes. We have several doctors working from our Glasgow practice. You can read more about them on our Regulation page.

Q. Who are the doctors dealing with my enquiries?

A. DrFelix employs UK based doctors registered with the General Medical Council (GMC), some of which have over 30 years’ experience in the field.

Q. What is an online prescription?

A. It is just like a normal prescription without the need to physically see your GP. It is issued to the pharmacy remotely by a real doctor with their registration details and signature just as if you were to get one from your regular doctor. Your medicine is then dispensed by a pharmacist and posted to you.

Q. How to message the doctors?

A. Patients can forward any enquiries to info@drfelix.co.uk or leave a message in any of the fields in their consultation form for the doctor. You can also leave any special notes on the billing page in “order notes” box.

Q. When a message MUST be left for the doctors

A. Doctors usually have enough information to issue a prescription based on your answers to questionnaires. If you are requesting an unusual quantity of the medicine, you must explain in the consultation form why. The erectile dysfunction medications, Viagra, Cialis and Levitra are an exception, as they are routinely ordered in duplicates and repeats.

Q. Why do doctors sometimes message about orders?

A. You may receive an email from the doctor asking you for more information. Doctors may wish to message you with additional information or may wish you to provide additional information before issuing your prescription. Additional information is sometimes required if orders are placed for the same medication at the same time or too frequently.

Q. Do you inform my GP about my treatment?

A. No. We will never contact your GP without your consent. If you want your GP informed, you must give us written instruction/consent.

Q. Is payment and personal information safe?

A. Yes. Any personal information you provide to us and from which you can be identified is transferred securely and confidentially and is processed fairly and lawfully in accordance with our privacy policy. We do regular security checks to stay industry compliant. We do not store any payment details and all sensitive data is encrypted before transmission.

Q. Can I place an order by phone?

A. Yes and no. An online consultation must be completed for the doctor unless you have your own private prescription already. Sometimes patients may struggle to use computers or have technical difficulties and need some help. If this is the case, please contact our helpful staff who will be able to assist you in placing an order.

Q. Can I order medicine for another person?

A. No. We supply medication to named people on prescription. Questionnaires must be completed by the person who is ordering the medicine. This is a safety requirement and a legal requirement.

Q. Can I make a repeat order?

A. Yes but you will have to complete an online consultation every time you place an order which is reviewed by a doctor before we dispatch your medicine.

Q. Does the payment card need to belong to the DrFelix account holder?

A. No. Payment can be made using a payment card with different details from that of the DrFelix account holder.

Q. Why are orders adding to a previously logged user?

A. The system links the questionnaire answers to the person logged in at the time the questionnaire is completed. If already logged in, you must log out before filling out the questionnaire to switch users.

Q. How old do I have to be to place an order?

A. 18. We are unable to supply medication to anyone under 18 years old.

Q. How to order if you already have your own private prescription?

A. Simply post your prescription to our pharmacy, make payment and receive your medicine. Please see full details on our private prescription page for detailed instructions.