Shipping & Delivery Policy

Overview

DoctorOnCall is dedicated to the safe and efficient delivery of orders across Malaysia, with Singapore and Indonesia being our only international shipping destinations. This policy outlines our delivery coverage, estimated timelines, fee structures, and regulatory considerations for international shipments.

Shipping Fees & Free Shipping

We offer tiered shipping fees based on your destination and the type of delivery selected. Free shipping is available when your order meets the minimum spend threshold for your selected delivery type.

Note: If your order does not meet the minimum spend, the corresponding shipping fee will apply.

Specific Service Rules

Same-Day Delivery (Malaysia)

• Availability: Eligible products and locations within Klang Valley, Malaysia only.
• Order Cut-off: Orders placed before 2:00 PM (MYT), Monday–Saturday. Orders placed after this time, or on Sundays/Public Holidays, will be processed for the next business day.

Next-Day Delivery (Singapore)

• Availability: Eligible products and locations in Singapore only.
• Order Cut-off: Orders placed before 11:00 AM (MYT) on business days.
• Restrictions: Next-Day Delivery is not available for restricted medicines, or non-serviceable areas. If your order is ineligible, we will switch it to Standard Delivery and refund the fee difference.

Cold Chain Delivery

• Requirement: The recipient must be physically present to receive the parcel to ensure product integrity. These items cannot be left unattended.
• Purpose: Required for temperature-sensitive items (e.g., biologics, vaccines).
• Availability: Available for Malaysia and Singapore destinations only. We do not offer Cold Chain shipping to Indonesia due to regulatory and logistical constraints.

Overseas Customs & Import Regulations

Orders shipping to Singapore and Indonesia are subject to customs inspections, duties, and import restrictions.

• Singapore Advisory: For shipments exceeding [SGD 40 ≈ RM1,200], we may contact you to split your shipment to minimize customs complications. This may involve additional shipping charges and separate tracking numbers.
• Customer Responsibility: You are responsible for ensuring purchased items are permitted in your country and for paying all local clearance fees.

Order Support & Logistics

• Order Issues: If an item is damaged or incorrect, contact us immediately. Please retain the original airway bill and packaging.
• Tracking & Delays: Tracking is provided for Malaysia and Singapore. In the event of courier or customs delays, we will notify you via phone or email.
• Prescription Medication: Orders are only shipped after successful doctor consultation and approval.
• Split Deliveries: If your cart contains a mix of in-stock and pre-order items, or items with different delivery classifications (e.g., Cold Chain + Standard), they may be processed as separate delivery “buckets.” Shipping fees are calculated for each bucket to ensure the safety and integrity of your products.
• Dynamic Calculation: Delivery availability and shipping fees are dynamically calculated at checkout based on your delivery address, postcode, and order time.
• Peak Period Updates: Please note that estimated delivery times may be impacted by public holidays or peak periods. Our checkout system will provide real-time updates on available delivery dates.