What is my waybill number?
You will receive your waybill number and a tracking link via SMS or email once the fulfilment centre hands your order over to our courier partner. You will also be able to get the Waybill number in the My Orders section on your shopping profile.

What is the online delivery time when placing an order?
The delivery time for main metropolitan areas is 14hrs. We reserve the right to change our lead times over high-volume periods such as Covid waves, Black Friday and Christmas week.

How can I check the status of my online order?
The wrong item was delivered to me; how do I change it?
You are welcome to take it back to your nearest First Pharmacy store or call our customer care lines. Please ensure that you have your till slip available when returning the product. Should you live far away from a First Pharmacy store, we can arrange for a courier to collect the incorrect item provided it is still in its original packaging.

How do I change my shipping address?
Call/Whatsapp any of our customer care lines.

I forgot to add a few items to my delivery order, is it possible to add more items to a completed order?
Unfortunately, this is not possible. A new order for the additional items will need to be placed.

Why is my order not fulfilled by a First Pharmacy branch closest to me?
We have 3 designated fulfilment centres at stores across the country responsible for the fulfilment of delivery orders. Your closest store may not be set up for processing these orders and hence your order is processed from another store in your region.

When will my order be delivered?
We strive to deliver your order as quickly as possible. Most orders are delivered within the same day in main metropolitan areas. Deliveries to remote area and during peak periods such as Black Friday, we may take a little longer due to order volumes or our courier partners not frequenting those areas as often as others.

Do you deliver outside the Uganda?
We are a Uganda only service. We will only deliver to confirmed Uganda addresses.

Can I choose a delivery option?
Yes, you can usually choose from our delivery system or collection from your local First Pharmacy. Some of our treatments you have to collect in-store, and test kits are always delivered.
Call us to find out more about delivery and collection options.

Are there any delivery charges?
We offer a premium delivery service depending on your location, or free in-store collection from your local First Pharmacy. Not all our treatments are available for delivery, so you might have to pick them up in-store.

Is my prescription ready for collection?
Once your order has been approved, the electronic script is sent straight to the pharmacy to be processed. We recommend you call your chosen pharmacy to make sure your treatment or product is in stock, and to arrange collection.

How long do I have to collect my prescription from my nominated pharmacy?
Our prescriptions are valid for 6 months from the date of issuing. It is the patient’s responsibility to arrange collection of the prescrip- tion within 6 months, or notify us that the prescription is no longer required.

If after 6 months the prescription has not been collected and/or we have not been notified that the patient no longer requires the order, the prescription will expire and a new order will need to be placed. You will not be entitled to a refund if you do not collect your order within 6 months.

How can I return a product?

If for any reason you are not satisfied with your purchase, you can return it to your nearest First Pharmacy store within 30 days of purchase. Please make sure that you have your till slip with you when returning the product.

What is your return policy?

We accept returns within 30 days of purchase, provided that the product is unopened and in its original packaging. Please note that we do not accept returns on certain items, such as perishable goods, intimate products, and medications.

How can I cancel my order?

If you wish to cancel your order, please call our customer care lines as soon as possible. If your order has not been dispatched from the fulfilment centre, we will cancel it and process a refund.