Frequently asked questions

The main goal of us is to provide complete convenience and accessibility of prescription & non-prescription medicines to all patients

 

Legal

 

Is Ambitree 100% safe and secure?

Yes. Ambitree is registered with the India Ministry of Health as an pharmaceutical sales organizations. We always follow your country’s laws and regulations, and discuss the legal requirements with you. At Ambitree, the healthcare needs of the customers are converted into satisfaction through the commendable services like access to genuine medicine online, optimum doorstep delivery within the minimal time-frame and accurate order tracking. Quality is the cornerstone of our existence. We have gained experience in pharmacy operations management over the last 7 years and are committed to delivering the best service in the industry. Our team of highly trained and experienced pharmacists looks into each order to give you a fulfilling experience.

What documents will I need to import a medicine?

You may need a prescription from a doctor based in your country.Contact us and we will provide you all the information about the required documents for your country.

Is it legal to import medicines from abroad?

Yes. Most countries have a Named Patient or Personal Import law or regulation which enables patients to import medicines from abroad that have not yet been approved in the patient’s country. Depending on the country, some additional requirements. For more information, connect us.

Finances

Payment

 

Why do I need to pay before receiving the medicine?

Since there is no reliable guaranteed payment method in international trade, and since pharmaceutical products are special commodities, we can only ship them upon receipt of payment.

How can I be sure that I will receive the medicine?

We are a licensed company and have safely and legally delivered more than 10,000 medicines to 50 countries. When you place an order with us, you will be informed of every step in the process. As soon as the medicines are shipped to you, you will receive an email with the detailed shipping information, so you can track your order.

How do I pay for the medicine?

After you place an order with us, your Email will receive an order confirmation with the payment details. Please make sure that you make the payment for the amount stated on the invoice . We accept bank transfers, online credit card payments and China Alipay for customers from different countries,(a 2.8% fee applies for credit card payments and 3% fee applies for Alipay).

After I have received the order confirmation mail, how long is the quoted price valid for?

The price quoted on your order confirmation is valid for one weeks from the send date. If you do not pay within the one week time frame the prices may be subject to change. You need to place a new order. If you need more time, please let us know.

Can I pay in cash?

No. We only accept payments made by credit card , bank transfer or Alipay(China customers only). Payments are fully encrypted and secure.

Do I have to pay in US Dollar?

Yes. At this time we can only accept payment in US Dollar.

Do I need to pay import taxes?

Import taxes might apply to shipping medicines to the destination country. Import taxes normally consist of import VAT and a fee that customs may charge. Since these are different per country (in some countries, the import taxes might even be exempt for pharmaceuticals) and per customs office we often cannot calculate them in advance. Import taxes must be paid by the receiver. They are not included in our invoice. You can contact your local customs office to find out if they apply import taxes and how they can be paid.

How is the cost of each medicine determined?

The base cost of each medicine is set by the manufacturer. On top of that, we add a fee to cover the cost of our services, enabling us to continue functioning as a social enterprise. Profits will be reinvested into maintaining our high level of service, and expanding our medicines portfolio and partner network globally. We strive to cut out as many middle men as possible and always aim for the best price possible.

Ordering and shipping

Ordering

 

How can I order my medicines?

Once we have received your order, one of our Patient Support Team members will then check your order and contact you to follow up on your order. Please note that other documents may be needed for import, we will guide you through the ordering process.

How far in advance should I place a new order?

The ordering procedure can take up to 1-2 weeks.

Please be aware that due to the COVID-19 situation worldwide and the country lockdowns, we will sometimes experience delays in shipping.

Can I cancel my order if I change my mind?

If you would like to cancel your order, please get in touch with our Patient Support team immediately. Generally, if you have already paid the invoice, the order has been processed by us and cannot be cancelled. We start Processing the medicines as soon as we receive payment, and once the medicine has been ordered on behalf of the patient we cannot return the medicines. However, in some cases, there may be a delay in the process in which case we will have a small window for cancellations. We do not refund fees charged by acquirer.(Credit card 2.8%, Alipay 3%)

Can I order as a company?

Yes. To place an order with us as a company, you need to provide us the company’s license to import medicines from abroad.

Shipping

 

How does the shipping process work?

Once we have sourced your medicines, we can ship them to you. During the shipping process, your parcel is exported from its original country and imported into your country. We usually ship pparcels by EMS, but you can use DHL if you need it.

How long does it take to ship my medicines?

Delivery times vary from country to country and are also dependent on the medicines you order, and on custom clearance, but a rough guide would be 1-2 weeks. Once the medicines have been shipped, we will send you a tracking number and keep you informed about your delivery. For a more detailed estimate for your desired medicine, please get in touch with our Patient Support Team.

Please be aware that due to the COVID-19 situation worldwide and the country lockdowns, we will sometimes experience delays in shipping.

How can I track my order?

When your order is shipped to you, you will receive a tracking number and a link to track your shipment online. This will allow you to be able to track your order.You can also check your order tracking number on our website.

How will my order be shipped?

Your order will be shipped to you by our partner couriers, such as EMS, DHL and specialised cold chain couriers. If you would like your order to be shipped by a specific courier, please inform us when you place the order.

Will I be contacted when my order is on its way?

You may be contacted by our courier partners before your order is delivered, for example to inform you about the delivery time. Your contact details are always included on the parcel.

Can someone else buy the medication on my behalf?

It is possible. However, please include the patient as the consignee, as local customs may require you to provide a prescription or medical history.

How big will the parcel of medicines be?

The size of the parcel depends on the medicine and the number of boxes that you order.

What happens if my medicines are held by customs?

Don’t worry, our team will be available to help you every step of the way to get the medicines released. There can be three steps to the clearings process:

  1. Step 1 – Customs may need to check the package to verify its contents. In order to streamline this step, we include a letter for customs with information about the contents. Any additional questions will be answered by Ambitree as and when we are contacted by customs.
  2. Step 2 – In some countries, there are additional questions from the medical regulatory agencies (i.e. the FDA, EMA, etc). We provide them with all the necessary information based on the information provided by the patient, such as: the prescription, copy of ID and a letter from the treating doctor to show that the medicines are for personal use.
  3. Step 3 – Customs fees. In some cases, the recipient will be requested to pay taxes and duties. These should be arranged by the patient or receiver and are not covered by Ambitree unless stated otherwise.

Please be aware that the import of the medicines always requires customs clearance and active cooperation from the importing party. We will help and guide you but are dependent on your cooperation and responsiveness.

About us

 

How can I contact you?

There are a few ways you can reach us:

  • Contact us via online customer service
  • Complete the enquiry form on our Contact Us page
  • Send an email: support@ambitree.in

Who is the Ambitree team?

Our team is made up of legal, logistical and patient support experts ready to help you access the latest approved medicines.

Which languages do you speak?

Our operational language is English. However, Our Customer Service Team speak 6 other languages: Chinese, Russian, Vietnamese, Spanish, Paizillian, Portuguese.Please note that since the local language customer service is part-time and sometimes may not be online, we need to communicate through translation software at this time.

What type of medicines do you have in your offering?

At the moment, our main focus is on generic drugs manufactured in India and Bangladesh. However, if you are looking for a medicine which is not currently in our offering, please get in touch and we’ll do our best to help.

Can you provide medical advice?

No. Only your treating doctor can provide medical advice specific to your case. We highly value the doctor-patient relationship; our role is to support access to a medicine when requested by both patient and doctor.

What if the medicine I’m looking for isn’t on your website?

Please contact us. If your doctor has recommended a specific medicine and it’s been approved somewhere in the world we’ll normally be able to find it for you.

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