FAQ

Frequently Asked Questions About Esyms

Here are some of the frequently asked questions and their answers. We at esyms promise you a seamless experience with minimum hiccups. If you do not find your questions here, feel free to contact us and we will get back to you as soon as possible.

GENERAL

Esyms is a neutral digital platform which brings your nearest community pharmacy to you. Esyms provides you with a healthcare experience like no other by bringing not only the pharmacy to you, but also the pharmacist. We do this via our telepharmacy service, online store, and many more services to come.

esyms is operated by a team of pharmacists at its core who are passionate about improving healthcare as a whole.

You can find the nearest participating pharmacies here.

Feel free to contact us through our customer service live chat, fill in this form, or drop us an email at hello@esyms.com.

TELEPHARMACY

Telepharmacy allows you to go through a live session with a registered pharmacist. Have professional counselling sessions and advice about your medications all at the comfort of your home.

We conduct an interview with every pharmacist who aspires to join the esyms family. Every pharmacist is also registered with the ministry of health (MOH). The rating system also helps us in ensuring that the services you receive are up to standard.

The telepharmacy service provided by esyms is NOT MEANT FOR EMERGENCIES. If you suspect that something is seriously wrong, please visit your nearest clinic or hospital to receive immediate medical care.

E-COMMERCE & PAYMENT

Unfortunately, esyms only accepts payment through credit/debits cards and online banking at this moment. However, stay tuned as we continue to update our payment services.

Simply enter the code into the promo code section under your ‘Order summary’ before you check out.

You can view your purchase history by clicking on Track my order.

You will receive an email containing your invoice shortly after you have received your item.

DELIVERY

You will receive a confirmation email shortly after you have made the necessary payments. It will contain your order ID, the name of the pharmacy which will supply your items to you, and your 8-alphanumeric verification code. Don’t forget to check your spam / junk folder if you don’t receive one after you have made your payment.

Your goods will be collected from the community pharmacies nearest to you by our delivery team and promptly delivered to your designated location.

Depending on your choice of delivery time, we aim to deliver your goods within 2 hours (on-demand) or at your preferred time of delivery (scheduled).

You can track your order by clicking on Track my order.

Your order will be sent to the pharmacies nearest to your designated delivery address. However, not all your items will always be available at the nearest pharmacy. Therefore, in order to have your full list of items delivered to you in the shortest time possible, there will be occasions where your items will be sourced from more than 1 pharmacy. In this case, there will be more than 1 order number, each originating from each pharmacy which fulfilled part of your order.

Not to worry as you can always contact us through our live chat button. Need an expert opinion on the item or further counselling? Message a pharmacist through our telepharmacy service or better yet, chat via video call!

We at esyms value your personal health and by signing up, you will be able to record not only your basic details, but also medical information such as allergies and past medication history. Therefore, we have made it such that you will need to sign up with us in order to purchase items. It takes just 2 minutes to sign up and we don’t want you to miss out on the latest health news and deals!

With on-demand deliveries, your items will be delivered to you within 2 hours. With scheduled deliveries, you will be able to set a date and time in which your items will be delivered to you. However, this will be later than 2 hours after you’ve placed your order, and you can choose up to 2 days.

You can choose the scheduled delivery option and set the date to tomorrow and the time to 2pm. We will try our best to deliver your items at your scheduled date and time. However, should there be any changes, our customer service representatives will definitely contact you to inform you.

No one likes to receive an item with 3 months left to live. Every item listed on our E-commerce page is ensured to have a remaining lifespan of at least 9 months. However, in the event of receiving an item with an expiry date of less than 9 months to go, contact us through our customer service live chat, fill in this form, or drop us an email at hello@esyms.com. We promise to get back to you as soon as possible.

I’m sorry to hear that! We apologise and will very much like to solve your problem first. Contact us through our customer service live chat, fill in this form, or drop us an email at hello@esyms.com and we will send you your items as soon as possible. Oh, and not to worry as we will check on that rider to make sure he is okay.

No problem! Simply pass the 8-alphanumeric verification code to her and have her present it to the rider. The 8-alphanumeric verification code can be found in Track my order and also in the confirmation email sent to you.

On-demand delivery option – only available latest by 9pm. This means that you will be receiving your items before 11pm if you order at 9pm.

Scheduled delivery option – your latest order has to be placed by 8pm in order for it to be delivered to you within the same day. Any orders after 8pm will be delivered to you on the next day.

We always welcome and appreciate your feedback. Simply head to ‘My Profile’ under the E-commerce page and click on ‘review’.

ESYMS CREDIT

Esyms Credit is our in-store credit system that carries the value of virtual cash which enables you to use on our platform. One esyms Credit is equivalent to the value of One Ringgit. It is as good as cash!

You can view your esyms Credits in Wallet under My Profile.

RETURN,REFUND, AND CANCELLATION

We do not provide any return, refund, or cancellation services at the moment. Any orders placed will be processed immediately after you have made your payment.

In the event that you are not satisfied with your purchase, talk to us! Your feedbacks are invaluable to us and we are always ready to assist you. Therefore, don’t be shy to reach out to us if you have any queries.

Drop us a message at our Contact us page, or better still, talk to us via live chat! You can access live chat by clicking on the bubble at the bottom right corner of the screen. We will try our best to get back to you in the shortest time possible. 

Exceptions are when the items are short-expired (less than 9 months away), expired, or in a bad condition when you received it. In such cases, please drop us a message at our Contact us page, or better still, talk to us via live chat! You can access live chat by clicking on the bubble at the bottom right corner of the screen. We sincerely apologise if such circumstances arise, and would like to make it up to you the best way we can.