FAQs (Frequently Asked Questions)

Q1. I already registered as a HTM member at the retail outlet, how do I link it to my online account?

Answer: Your HTM membership account at the retail outlet is not linked with the online website (www.htmpharmacy.my), so you will need to register a different one on the website using your email.

Q2: I have collected points with my HTM membership at the retail outlet, how do I use it here on the official website?

Answer: Please refer to Q1. The points collected at the retail outlet cannot be used on the website.

Q3. What can I do with the points earned from the website?

Answer: Points earned from the website transactions can be redeemed on your next online purchase. Every RM1 spent, you will earn 1 point. Every 100 points are equivalent of RM1 rebate for your online purchase.

Q4. What are the Terms & Conditions for free shipping?

Answer: For Peninsular Malaysia, Free Shipping with min spend of RM150, for the first 3kg. Every subsequent kg will be charged RM1, Shipping fee of RM6 for the first 3kg will be imposed for orders below RM150. Every subsequent kg will be charged RM1. For East Malaysia, RM10 off for orders above RM150, for the first 3kg. Every subsequent kg will be charged RM12. Shipping fee of RM13 for the first 3kg will be imposed for orders below RM150. Every subsequent kg will be charged RM12.

Q5. What payment method(s) do you accept?

Answer: We accept credit card (Visa/ Master/ UnionPay), online banking (FPX) & also e-Wallet (Boost, Grab, Touch n Go, Shopee pay) and etc.

Q6. How to check my order status and tracking number?

Answer: You may check your order status at My Account > My Orders

Q7. What courier company will deliver the order?

Answer:

Peninsular Malaysia - Poslaju

East Malaysia – ABX Express

Cameron Highlands – City-Link Express

Q8. How long does it take to receive my order?

Answer:

Q9. My order status shows 'Completed', but I didn’t receive it.

Answer: If you have checked with your surroundings (for example: guard house/ front desk/ receptionist/ neighbors, family, or colleagues) but still unable to locate your parcel, please feel free & reach out to our Online Team +6014-3658011 with your order number, we will then check & follow up for you.

Q10: I received a wrong item/ or I would like to request for an exchange/ refund, who should I contact?

Answer: You may directly contact our online team at 014-3658011.

Q11. Can I purchase prescription or controlled medicine online?

Answer: Due to the law & regulations, prescription or controlled medicine cannot be sold through the online platform without the supervision by a pharmacist. You may contact our pharmacist consultation service at 010-370 8011 (Monday – Friday, 9:00am – 6:00pm) or any of the retail outlets for the arrangement. We can then arrange for home delivery (local) or courier (outstation – standard charges of RM10) for your orders.

Q12. Can I arrange for Drive thru & pick up at your retail outlets?

Answer: Yes. You may contact any of the retail outlets to order & arrange for pick up by drive thru. Our team members at the outlet will then take out your orders & put it in your car. Payment can be made by using online transfer / e-wallet / cash or credit card on the spot.

Q13: How do I arrange for home delivery? What are the charges?

Answer: You may contact any of the retail outlets to order & arrange for home delivery. We will use a 3rd party rider to deliver your order. The standard delivery charge is RM10.

Q14: How do I pay you if I were to arrange for home delivery?

Answer: You may deal & arrange with the retail personnel before delivery. Payment options include online transfer or e-wallets. COD (cash on delivery) option is not available.

Q15: Can I purchase & ship it to overseas?

Answer: Yes, you may refer to this link/ article (https://htmpharmacy.my/pages/international-shipping ) for the information & contact our person in-charge (010-370 8011) for the arrangement of it.