Frequently Asked Questions

Asaan order is a relatively simpler way to place your order with Dawaai. You just need to upload a prescription and our Customer Service team will contact you via phone call to ask for your relevant details required to create an order on your behalf.

• Click on Asaan Order
• Click on 'Add image', Please make sure that the image is as per prescription guidelines
• Click Submit
• Your order has been successfully created.

• Choose your desired product
• Select the required quantity & Add to Cart
• Apply discount code (if any) & click on 'Check Out'
• Upload your prescription by clicking on 'Add image'. Please make sure that the image is as per prescription guidelines
• Confirm your address & preferred mode of payment
• Click on 'Confirm Order'
• Your order has been successfully placed.

• You can access your cart by clicking at the top right corner of your web/app screen.
• Add items to your cart by clicking on Add to Cart

• Click on Log In or Register
• Add all your respective details or choose an account
• Enter your 6 digit OTP and submit
• Success! You have logged in to your account!

After you click on checkout, you will have an option to upload prescription.
• Click on 'Add image' to add prescription
• Please make sure that the image is as per prescription guidelines

Unfortunately, prescription drugs can only be processed with a valid prescription. However, Dawaai is a complete healthcare platform and you can purchase any other product that doesn’t require a prescription.

• Click on Track Order
• Enter the 15-digit consignment reference in the specified space and click on 'Track'.
• Your order status will appear on the screen.

Yes, you need to create an account before placing an order.

Creating a user account gives us the necessary information we need to process and deliver your order. It also lets you save your details, so you can shop conveniently every time.

By maintaining your account history, your Dawaai account allows you to simply recreate your order, which is perfect for quick refills!

Your user profile also helps maintain your patient history, track your orders, and also notifies you about offers, discounts, and promotions.

Yes, all orders must be placed online through the web/app as Dawaai is the first complete e-health care solution which delivers various healthcare products to consumers and retailers at their doorstep.

Once you've placed your order, you will receive an email from our team, containing your order number. You will then receive a confirmation email and SMS once your order is confirmed and ready to be processed. If you do not receive any emails, please check your spam folder or contact our customer support
on (021) 111 329 224
at pharmacy@dawaai.pk

Yes, You can type it into the search bar and our product catalogue will show you all available substitutes.

Yes, You can make changes to your order until you receive a confirmation email for that order. You will not be able to edit your order after your order has been confirmed.

Yes, You can cancel your order anytime before shipment. Once the order has been shipped from our warehouses to you, you will not be able to cancel it.

Prices keep changing in an online store based on demand, response, season and trend. In any case where you have paid more than the market price, you will be refunded the extra amount in Dawaai cash.

You might have chosen the order to be delivered in different consignments. Please track your consignment number to find out more about your order. (link to how to track your order)
You can also contact our customer service department at
on (021) 111 329 224
or at pharmacy@dawaai.pk

No, Dawaai is the first complete e-health care solution which delivers various healthcare products to consumers and retailers at their doorstep.

Dawaai offers 3 modes of payment:
• Cash on Delivery
• Debit Card / Credit Card (online payment)
• Bank Transfer

No, dawaai does not offer any installment based payment plans.

No, the prices offered are final and inclusive of all taxes.

Unfortunately, we currently don't offer any discount on dairy products. However, you can avail discount offers on other product ranges.

Currently Dawaai partners with the following banks:
HBL
Meezan Bank
Habib Metropolitan Bank
Silk Bank

Yes! We offer discounts on all applicable products paid with HBL, Meezan Bank and HMBL debit/credit cards.

HBL:
20% discount on medicinal products and 15% discount on non-medicinal products

Meezan Bank:
20% discount on all purchases on Friday only (up to PKR 500 per order) and maximum offer limit is 2.

Habib Metropolitan Bank:
One transaction per card per day is allowed

25% off or Rs. 5000/- on Visa Infinite Card.
20% off or Rs. 2000/- whichever is lower on Visa Platinum Debit Cards.
20% off or Rs. 1500/- whichever is lower on Visa Gold Debit Cards.
20% off or Rs. 1500/- whichever is lower on Visa Premium Debit Cards.

Silk Bank:
Get 25% off on Visa Signature Credit Card and 15% off on Platinum Cards on medicines only.

Enter the details of your debit/credit card on the payment's page and our system will automatically apply the relevant discount.

There is a possibility that your bank has not yet partnered with Dawaai. If it has partnered and your card is not recognized, wait about 10 seconds as the internet connection may have temporarily slowed down or our server may be facing heavy traffic. If this does not work, try reloading your web page. There's also a chance that the promotion on your card has expired. For further assistance, please contact our support team.
on (021) 111 329 224
at pharmacy@dawaai.pk

No, the first order promo code is an additional discount to the existing discounts.

When you submit your order, Dawaai immediately notifies your bank or card issuer for authorization to process the payment from your account.

Yes! We take our customer details confidentiality very seriously and use industry standard encryption systems that maintains your privacy, ensuring that all your details are secure.

If the payment does not go through, try processing the transaction again as the server might be down. For further assistance, please contact our support team
on (021) 111 329 224
at pharmacy@dawaai.pk

Each of our products includes a detailed description to keep you well-informed. However, you can still call us and our team of experts will be glad to help you further. Contact
on (021)111329224
or at pharmacy@dawaai.pk

Dawaai prides itself on quality. All our products are procured directly from certified manufacturers who ensure compliance with legal and quality standards to avoid infiltration of counterfeit items.

We procure all our products directly from the manufacturer. We make sure that all our products are authentic and 100% genuine. Any product that does not meet our quality requirements is replaced before it is delivered to our customers.

We deliver to all cities across Pakistan.

All temperature sensitive orders are handled through cold chain arrangements as per manufacturer guidelines.

No, unfortunately we do not deliver outside of Pakistan but it is something we are looking into.

Delivery charges are as follows:
Standard Order above PKR 500 is PKR 119.

Service charges are as follows:
Service charges for standard order below PKR 500 is PKR 200.

Standard delivery takes 5-7 working days. In case of any unexpected delays, please contact our customer support for assistance.
For more details, contact
on (021) 111 329 224 or
at pharmacy@dawaai.pk.

Due to COVID-19’s impact on our supply chain, non-medicinal products may take up to 4-8 working days for delivery.

Deliveries can arrive at any time between 9.00am and 9.00pm

In case of online payment, the parcel will be delivered at the provided address for each order. For cash on delivery, please ensure that someone can complete the payment and receive the parcel on your behalf if you are not available.
For more information, click on Track Your Order on the top-right header of our website and enter your order reference number.

Yes, A signature is needed when receiving parcels through our courier partners in order to maintain a record for future reference.

Yes, you can have your parcel delivered to an address different from your billing address.
When you place your order the first time, you will be asked for your permanent address and your mailing address. Your order will be delivered to the mailing address.

While our team works tirelessly to ensure your orders are delivered on time, in case if this is not the case then please contact our team for assistance On
(021) 111 329 224
at pharmacy@dawaai.pk

You can also track your order on our app/website

No, unfortunately we will not be able to change the delivery address after order placement.

Yes, you can return your order if the items delivered are faulty or do not match the product description specified in the product catalogue. The returned items should be unused and must be in their original packaging.

When returning faulty orders, Dawaai bears the full cost of return and/or exchange of the delivered items.

Please check your package and notify us for any returns within 24 hours of delivery. Due to the sensitive nature of our products, Dawaai cannot accept any returns after 24 hours of delivery.

It takes around 72 hours to process a return.

For information regarding returns and refunds, please contact our customer support for assistance.
Call on (021) 111 329 224 or email at pharmacy@dawaai.pk

All refunds are processed according to the mode of payment selected while placing the order.
The timeframe for all refunds will be marked from the day of request.

Dawaai Cash
Dawaai cash refers to the 'Virtual Cash' given from Dawaai.pk to its customers. They can use it while placing new orders in the future.*
A customer can simply request for Dawaai Cash equal to the refund amount by calling our helpline (021) 111 329 224.

Refund of Dawaai Cash is normally processed within 48 hours.
*Customers cannot avail Bank Discounts with Dawaai Cash.

DEBIT/CREDIT Card payments
Reversal of a payment usually occurs within 15 working days, and in some cases, might exceed the given timeframe. The process involves intimation and verification of the payment at every step of a standard online transaction.

The reversal details are confidential and are subject to trust between the merchant and the customer. Once, we forward the refund request, please bear in mind that the process is complicated and requires the aforementioned timeframe.

Cash on Delivery(COD)/Bank Transfer
In special cases that are aligned with our Return Policy, reversals will be entertained for cash payments. The amount will be transferred to the customer’s Bank Account within a span of 5-7 working days. Customers are expected to provide their Bank Account details at pharmacy@dawaai.pk at their earliest to avoid a cumbersome reversal process.

First, make sure you are entering correct details from the card carefully. Then contact your bank to check if there's a problem with your account or with the bank.
If the problem persists, contact us here or use the information below and we will investigate further.
on (021) 111 329 224
at pharmacy@dawaai.pk

No. Dawaai is Pakistan's first online retailer and we do not have any shops or outlets.

You can contact us via email, our social media platforms and live chat or just get in touch by calling our customer support
on (021) 111 329 224
at pharmacy@dawaai.pk

We look forward to hearing from you and are always willing to expand our product range according to our customers’ needs.

You can contact us via email, our social media platforms and live chat or just by calling our customer support
on (021) 111 329 224
at pharmacy@dawaai.pk

Complaints must be registered within 24 hours of recieving the parcel ordered.