Frequently Asked Questions

Creating an account is easy! Click on the "Register" button in the top right corner of our website. Fill in your personal information, create a password, and verify your email address. Once your account is created, you can start shopping for medications, upload prescriptions, and track your orders.

If you've forgotten your password, click on the "Login" button, then select "Forgot Password." Enter the email address associated with your account, and we'll send you a link to reset your password. Follow the instructions in the email to create a new password.

Phone verification helps us ensure your account security and allows us to contact you regarding your orders and deliveries. We use your phone number to send delivery updates, prescription verification, and important notifications about your medications.

You can update your personal information by logging into your account and navigating to the "Profile" page. There you can edit your name, email, phone number, address, and other account details. Remember to click "Save Changes" after making your updates.

Yes, all medications sold on BigFarma are sourced from licensed manufacturers and distributors. We partner with registered pharmacies to ensure that all products are authentic, properly stored, and meet quality standards. We do not sell counterfeit or expired medications.

Yes, we offer both generic and brand-name medications. Generic medications contain the same active ingredients as their brand-name counterparts but typically cost less. When available, you'll see both options on the product page, allowing you to choose based on your preference and budget.

On each medication page, we clearly indicate whether a prescription is required. Prescription medications are marked with a "Prescription Required" label. You will need to upload a valid prescription before you can complete your purchase of these medications. Over-the-counter medications can be purchased without a prescription.

If you can't find a specific medication on our website, please contact our customer support team. We can check if the medication is available but not listed, or we can help you find suitable alternatives. We're constantly updating our inventory based on customer needs.

Delivery times vary depending on your location. In major cities, we offer same-day delivery for orders placed before 12 PM, and next-day delivery for all other orders. For areas outside major cities, delivery typically takes 2-3 business days. You can see the estimated delivery time during checkout.

You can track your order by logging into your account and visiting the "Order History" page. Click on the specific order to view its current status and tracking information. You'll also receive email and SMS notifications with updates about your order status, including when it's processed, shipped, and delivered.

You can cancel or modify your order if it hasn't been processed yet. To do so, go to your "Order History," find the order you want to change, and click on "Cancel Order" or "Modify Order." If these options are not available, it means your order is already being processed. In this case, please contact our customer support team for assistance.

If you're not available to receive your delivery, our courier will leave a notification and attempt delivery again the next business day. Alternatively, you can specify delivery instructions during checkout, such as "leave with a neighbor" or "leave at the reception desk." For prescription medications, a signature may be required upon delivery.

To upload your prescription, log into your account and go to the "Upload Prescription" page. You can either take a photo of your prescription using your device's camera or upload an image file from your computer. Make sure the prescription is clearly visible and all details are legible. Our pharmacists will review your prescription before processing your order.

We accept valid prescriptions from licensed healthcare providers, including doctors, nurse practitioners, and physician assistants. The prescription must be current (not expired), contain your full name, the prescriber's information, medication details (name, strength, quantity), and instructions for use. We accept paper prescriptions, e-prescriptions, and digital copies of valid prescriptions.

Our pharmacists typically verify prescriptions within 1-2 hours during business hours (8 AM to 6 PM, Monday through Friday). If there are any issues with your prescription or if additional information is needed, we'll contact you promptly. For prescriptions uploaded outside business hours, verification will be completed the next business day.

Yes, you can get refills if your prescription includes refill authorization. When you're ready for a refill, go to your "Prescriptions" page and click on "Request Refill" for the appropriate medication. If your prescription doesn't have refills remaining or has expired, you'll need to upload a new prescription or contact your healthcare provider to send us an updated prescription.

We accept various payment methods including credit/debit cards (Visa, Mastercard), mobile money (MTN Mobile Money, Vodafone Cash, AirtelTigo Money), bank transfers, and cash on delivery (in select areas). All online payments are secured with industry-standard encryption to protect your financial information.

Yes, our website uses secure socket layer (SSL) encryption to protect all transactions. Your credit card information is never stored on our servers, and we comply with PCI DSS (Payment Card Industry Data Security Standard) requirements to ensure the security of your payment information.

Currently, we don't process insurance claims directly. However, you can submit your receipt to your insurance provider for reimbursement if your policy covers prescription medications. We provide detailed receipts that include all the information typically required by insurance companies for reimbursement claims.

For prescription medications, your payment method will be authorized when you place the order, but you'll only be charged after your prescription has been verified and approved by our pharmacists. For over-the-counter medications and other products, you'll be charged immediately upon completing your order.