Questions and Answers

Below are common questions our customers ask. If you do have a question and you cannot find an answer on this page then please don’t hesitate to This email address is being protected from spambots. You need JavaScript enabled to view it..

ORDERING

How do I place an order online?

Ordering ONLINE - it's easy and straight forward

STEP 1 To place your order with True Value Pharmacy type the name of the medicine you require in the search box and click 'SEARCH' to locate your medicine.

STEP 2 Add the product you require to the cart.

STEP 3 Complete the online ordering procedure. You will be taken through the questions required to complete your order, including the 'User Agreement' and 'Patient Health Profile'. At the end of the ordering process a 'Thank You' screen indicating you have completed your order will be displayed.

Please remember to fax or email your prescription to us with your order number. Our supplier will be able to process your order when your prescription is received.
Fax Toll Free: 1-800-840-3056
Email:
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How do I place an order by fax?

STEP 1 To place your order with True Value Pharmacy type the name of the medicine you require in the search box and click 'SEARCH' to locate your medicine.

STEP 2 Fax your order form together with your prescription to: 1-800-840-3056.

How do I place an order by phone?

STEP 1 To place your order with True Value Pharmacy over the phone, please call: 1-800-845-3960. Our Customer Service Representative will take your information and provide you with an order number.

STEP 2 Fax your prescription with your order number to: 1-800-840-3056 or email to This email address is being protected from spambots. You need JavaScript enabled to view it..

How do I place an order by E-mail? (For refill orders only)

STEP 1 Place an order by email to This email address is being protected from spambots. You need JavaScript enabled to view it. and provide refill details. Please ensure you provide your name, phone number, current address details and your previous order number that needs refilling.

STEP 2 When your order is completed if a current valid prescription from the prescribing physician is not held by us then you must fax or email one to us before your order can be processed.

How do I place an order by mail?

STEP 1 Type the name of the medicine you require in the search box at the top of this page and click 'SEARCH' to locate your medicine. Download and print an order form. Click here to download an order form.

STEP 2 Complete each page of the order form, including payment details. Mail your completed order form and prescription to: TVP, P.O Box 188 BH, Brittons Hill, St. Michael, Barbados

After we have received all your required information the order will be processed and sent to our supplier for shipment. Delays occur if you are ordering something different than your prescription indicates, if we have to verify your prescription, query payment details supplied, or if we are required to adjust your order because you have ordered more than a three month supply,

Most orders take 7 - 21 days to arrive from the time we receive your completed patient health profile, a valid prescription and your payment (provided there are no problems with your order eg: missing information or credit card processing difficulties). Delivery times can vary depending on the destination and the postal service load at the time. If you have placed your order online but have not sent us your prescription, your order cannot be processed. The entire ordering process can take up to 21 working days to arrive at your door. If you have not received your order within 30 days of shipment your order will be resent at our cost or the charge for the order will be refunded – the choice is yours.

Fax Toll free: 1-800-840-3056

Prescriptions Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

CONTACT

How do I contact True Value Pharmacy?

Please contact us by phoning our toll free number. Our representatives are available Monday to Friday from 8am to 6pm Central Standard Time. Messages left during the weekend will be responded to no later than the first business day of the new week.

Toll free phone: 1-800-845-3960

To fax in your prescription or an order form:

Toll free fax: 1-800-840-3056

For written enquiries please email:

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PRESCRIPTION REQUIREMENTS

Is a prescription required when I order your prescription products?

Yes, True Value Pharmacy requires you to provide a prescription before our fulfillment center can ship your order.
At the end of the ordering process a screen indicating you have completed your order will be displayed. There is a link on this page which will show your order details including your order number. Simply fax or email your prescription to us with your order number.
The following conditions must be met and agreed to before any prescription item can be purchased through True Value Pharmacy:

  1. The prescription medication is for personal use
  2. You complete all required details in the order form
  3. You supply a prescription from your Doctor
  4. You have visited your Doctor in the last 12 months
  5. You have completed a patient health profile
  6. You have agreed to the True Value Pharmacy 'User Agreement'
Where do I Fax my prescription?

A: Fax your prescription to: Fax Toll Free: 1-800-840-3056

Do I need a prescription to buy your OTC products?

No – OTC products do not require a prescription.

Should I send my prescription with my order form?

Yes. Prescriptions and order forms should be faxed together. Our supplier cannot process or ship the order if one arrives without the other.
Your order will be shipped after we receive your prescription, and we will ship refills on request.
Fax Toll Free: 1-800-840-3056.
Email:
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Can my doctor fill in and send/fax in the order form and prescriptions for me?

Yes, your doctor can send in your prescriptions and order form if you wish, or you can do this yourself.
Fax Toll Free: 1-800-840-3056.

Is there an order quantity limit?

Yes - Purchase of three months supply is the maximum that can be ordered at any one time for any one product. If your prescription is for more than this then you can purchase those as refills when you need them. You should ensure your refills are ordered at least 30 days before you require them to ensure you don't run out of your medication.

Is it possible to supply all of the information required to get my first order through the website?

Yes and no. You can supply all of the information required online, in the order form. However you will still be required to provide your prescription(s) before we can ship your order. Please ensure that the writing is clear and legible. This will help avoid delays in the processing and dispatch of your order.

Does my doctor need to know I am ordering from True Value Pharmacy?

No, however one of our suppliers may need to phone your doctor for further information or clarification of information regarding the product ordered.

I am ordering a prescription for a minor. Do I place the order under my name or under the name of the person who is prescribed the medicine?

Complete all the information in the name of the person who will be taking the prescription medication. It is the person's information we need to safely fill their prescription. A User Agreement and Patient profile needs to be completed by the supervising adult. The only place where your name would appear is under billing information.

Are prescription labels regarded as full prescriptions?

No. A copy of the prescription written by your doctor must be sent to us before an order can be processed. If needed, we can contact your doctor for a new prescription.

PAYMENT

What payment options do I have?

Mastercard, Visa, personal checks, bank drafts and international money orders are accepted for payment.

Are the product prices shown on True Value Pharmacy in US Dollars?

Yes. All product prices shown on True Value Pharmacy are in US dollars.

Are there any additional costs when ordering from True Value Pharmacy?

No, not from True Value Pharmacy. All prescription review and dispensing costs are covered in the price of the product. The price you pay will be the price of the product ordered and the US$10.00 freight charge per order.

Can I use my insurance plan?

Unfortunately insurance plans cannot be accepted. However, an order confirmation showing full details of the order is automatically emailed to the customer when an order is placed and this may be accepted by your insurance company. You should check with your insurance plan administrator before you place an order to see if they will accept our invoices to substantiate your claim.

When do you bill my credit card?

Your credit card will not be charged until your prescription is received and has been approved for processing.

What will appear on my credit card statement?

The words "True Value Pharmacy, Vanuatu" will appear on your credit card statement along with the amount charged.

DELIVERY

What does your Delivery Guarantee provide?

Delivery is guaranteed; or your money back, provided the delivery details you supplied when ordering were correct. If your order does not arrive by day 30 after shipment your order will be resent at our cost or the amount charged for your order will be refunded.

What are the shipping charges?

For all orders, including orders for multiple products, there is a standard $10.00 delivery charge.

What method is used for shipment of orders?

Orders are shipped via International Airmail. If you need information about the status of your delivery please contact us.

What is the Delivery Timeframe?

Most order take 7 - 21 days to arrive from the time we receive your completed patient health profile, a valid prescription and your payment (provided there are no problems with your order eg: missing information or credit card processing difficulties). Delivery times can vary depending on the destination and the postal service load at the time.
Delivery times can be unpredictably delayed by customs. Some orders have previously experienced an additional 3-7 day delays due to increased security procedures being conducted at some ports. Also customers need to be aware that delivery times can be extended due to the additional mail load over the Christmas-New Year period (Dec-Jan). The entire ordering process can take up to 21 working days to arrive at your door. It is advisable to order 30 days in advance to ensure you receive your medicines when you need them.

How quickly are orders shipped?

Order processing time varies. Once we have your completed patient health profile and your valid prescription, we aim to have your order processed within 7 days. The process can take longer if there are problems with the prescription, method or payment, or if there are stock issues with the medication. It normally takes 7 – 14 days for shipping.

Will you ship orders by overnight courier?

No. International couriers are not be used as this can cause unnecessary administration and delays.

What if my order does not arrive?

The risk of orders getting lost in the international mail system is very low and True Value Pharmacy provides a delivery guarantee – if your order goes missing in transit and has not reached you within 30 days of being shipped then we will resend the order at our cost (provided the delivery details you supplied when ordering were correct) or will credit the full charge for the order – the choice is yours. If you have any questions about delivery which are not answered on our site, please don't hesitate to contact us: Call Toll Free: 1-800-845-3960.

Can a family member's order be combined in the same shipment to help me save on the freight charge?

Yes. Members of the same household can combine products ordered in the same package for one shipping charge of $10.00. If you want your packages shipped together please email us your instructions after completing your orders informing us of the order numbers to be shipped together. We will make the necessary adjustment to your shipping charge.

Do I get charged a shipping charge for each prescription?

No. For all orders, including orders for multiple products, there is a standard US$10.00 delivery charge. The shipping charge applies to each order not each prescription.

REFILLS

How can I refill an order?

Requests for refills can be made by phoning, faxing or emailing True Value Pharmacy. When you contact us please provide your previous order number and request that a refill be shipped. Make sure to include your full name, last order number and phone number when ordering refills.

Contact numbers: Call Toll Free: 1-800-845-3960 Fax Toll Free: 1-800-840-3056

Is a new order form required when my refills have run out?

No. We hold your details permanently on our secure database. You only need to contact us to request a refill and we will do the rest for you. When refills available on your prescription have run out you will have to supply a new prescription. And a new prescription will be needed if you have a change in your medical circumstances or prescription information.

How long do refill orders take to arrive?

Refills will take approximately 15-20 days for delivery.

PRODUCTS

What if your site doesn't list the product I'm searching?

There may be a number of reasons why the discounted prescriptions you require don’t appear in True Value Pharmacy listings – two common reasons are: the product name in our listing may be different to the name you're using or the spelling of the product name may be different. Please contact us by phone or email if you can't find what you need. We will let you know if we can supply the prescription medication and provide the price. This email address is being protected from spambots. You need JavaScript enabled to view it. to contact us by email.

Why are some of your product names different and why do some of the medicines appear different to what I usually buy from my local drugstore?

Sometimes the same multinational pharmaceutical company will sell the same medicine under a different brand name in different countries. Often this is to ensure the medicine appeals to local market preferences and culture. Some companies have multiple manufacturing facilities in different locations around the world, and each facility may produce the same product with only changes in appearance to the others. Sometimes the company that discovered the product will license it to a different company to market in different countries – many of these inter-company agreements exist in different international markets.
For these reasons, the brand name or the packaging or the appearance of the same product may differ according to the country it is sold in. Don’t be concerned about this as the active pharmaceutical ingredient in the product will be the same. Be assured that the products shipped by True Value Pharmacy suppliers are widely used in other countries.

Can I decide to have only brand-name products?

Yes. The choice is yours depending on the product selection you make. You are able to maximize your savings by ordering generic products.

Are all True Value Pharmacy products less expensive than elsewhere?

Discount prescription medicines are usually less expensive from True Value Pharmacy. However, if you find a lower price for the same product by another fulfillment center then please contact us to receive a price match verification. Competitor promotions and specials are excluded from this offer and the competitor must have the product in stock.

Where do your drugs come from?

Our products are sourced from a well-established, reputable, fulfillment centers located in different countries around the world.

Can you give me advice on my medication?

No - If you're in any doubt about the product you're considering purchasing you need to seek the advice of a suitably qualified medical professional. A prescription will need to be faxed to 1-800-840-3056 before your order can be shipped.

ABOUT TRUE VALUE PHARMACY

How does your site offer cheaper drugs?

True Value Pharmacy suppliers source many products from countries where the government regulates the price of medicines through funding agencies. These agencies negotiate the price for manufactured and imported drugs with pharmaceutical companies resulting in reduced prices. The result is discount international drugs. True Value Pharmacy works in partnership with reputable, well-established, fulfillment centers to provide you with significant savings

Where do your drugs come from?

Our products are sourced from a well-established, reputable, fulfillment centers located in different countries around the world.

Can you give me advice on my medication?

No - If you're in any doubt about the product you're considering purchasing you need to seek the advice of a suitably qualified medical professional. A prescription will need to be faxed to 1-800-840-3056 before your order can be shipped

How do I contact you?

Contact us either by email at: This email address is being protected from spambots. You need JavaScript enabled to view it. or by toll free phone at 1-800-845-3960.

RETURNS and REFUNDS

Q: Can I return prescription products for a refund?

Orders cancelled before dispatch will be refunded in full within 3 to 5 working days. Because of the nature of prescription products they cannot be returned for reuse once they have left the fulfillment center. However, if you are dissatisfied with the products you receive we will either ship a replacement order or provide you with a full refund.

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