Customer FAQ's

Yes, you will need an account to place an order. Creating an account allows previous details to be saved making future purchases quick and easy. It is also an easy way to track your previous orders and your order status.

In order to make an account click on ‘Log In’. Then click ‘Sign Up’ and simply enter your email, mobile number (optional) and create a password. In order to place your first order further details such as your name and date of birth will be required, these will be saved for future orders. You can also select to create an account during checkout.

If you wish to change your password, simply log in to your account and change your password in the account details section of the ‘My Account’ page. If you have any problems, you can always call us on 01603931600 or send us an email at [email protected]

If you are having trouble accessing your account, on the Log In page, click ‘forgot password’ to reset your password. If you are still unsuccessful you will need to contact us by calling 01603 931600 or emailing [email protected] and we will be able to further assist you.

Yes, we can accept NHS prescriptions! If you are registered with a GP surgery based in England, you sign up to order your NHS prescriptions via our e-Pharmacy site which can be found here: https://e-pharmacy.co.uk/. Simply click ‘Sign Up’ and you’ll be required to provide us with your personal details, GP surgery name and address and NHS number (if you know it, but don’t worry if you don’t as we can look this up ourselves). Once this is completed, we will match your details with the NHS database and as long as everything comes back fine, you are ready to choose your preferences and place your order!

Yes, we are able to take orders over the phone. This will require our customer care team going through the medical questionnaire with you. You can place an order over the phone by calling 01603 931600 Mon-Fri 9-5.

In order to make an order the person who needs the medication will need to answer the health questionnaire as well as provide their name and residential address for our age verification system. The order does not have to be delivered to the residential address provided and the name on the shipping label (the name that appears outside of the box) can also be different to the prescription label (which is on the medication box itself and must be the name of the person who answered the health questionnaire). Someone else may pay for the medication (using their card and bank details) as well as use someone else’s contact details as long as whom ever the medication is for has answered the health questionnaire.

You will be sent a confirmation email with an order number once your order has been placed. Sometimes a simple typo means the email does not get sent to you, e.g. typing .cm instead of .com. Sometimes emails with medication names will be filtered out by your email provider. Please check your junk/spam mail. Please contact us by phone or email if you have not received a confirmation email.

In some cases, you may receive an email notifying you that your order is on hold. This could be for a few reasons; it may be because: You have ordered your medication too soon in which case we may contact you for some further answers. Our prescribers have some concerns or questions based on your health questionnaire There are some details missing from your order We were unable to verify that you are over the age of 18 and may require more information or proof of age There will be details in the email letting you know what to do next. If you have any questions or concerns send us an email or give us a call and we will happily answer any of your queries.

We are only able to provide medication to those who are over 18 years old. As an online service we are unable to see our patients in real life and therefore need to verify you are not a minor, we can do this by taking your name, date of birth and residential address and checking it against national databases such as the electoral roll. In cases where this is not successful, we may require a form of ID to verify your age which can be sent to us via email to [email protected].

We accept a driver’s license or passport as a valid form of ID. You can send us a photocopy or picture by email to [email protected].

We are only able to prescribe a certain amount of medication to an individual in order to prevent unsafe use and to check the medication is still working as expected. If you have ordered too early, we will get in touch to find out the reason why you wish to have extra medication and we will do our best to help. Sometimes we will then provide a full refund, send out part of an order or keep the order on hold until we are able to ship it out to you.

In some instances, we may send you an email requiring further information after your order has been placed. This simply means our prescribers need to clarify your answers in the health questionnaire to check you are receiving the appropriate medication. You can simply reply to the email or giving us a call.

Once your order has been dispatched the delivery time will depend on the option you selected at checkout. If you selected the guaranteed next day special delivery you order will be with you by 1pm the next working day (as long as the order was placed before 6pm on weekdays, 10:30am Saturdays and 7am Sundays). If you selected the Royal Mail Tracked 24 option, your order will arrive with you in 1-3 working days (although may take longer for remote Scottish Highlands and British Isles). If you selected the Royal Mail Tracked 48 option, this will usually arrive between 2-3 days but can take up to 5 days.

Once the order has been placed it needs to be checked by our prescribers and then issued and packed by our pharmacy team. Occasionally our prescribers will have further questions, or we will need to verify that our patients are over the age of 18 which will require age verification in the form of ID, this can mean the order is delayed. Once the medication has been dispensed it will be sent out that same day (if ordered before 6pm on weekdays, 10:30am Saturdays, 7am Sundays and except bank holidays when it will be sent out the following working day).

You will only need to sign for the delivery if you selected the Royal Mail guaranteed 1pm next day special delivery at checkout. Where possible we package medication in letterbox sized parcels.

Yes, you can deliver your medication to whatever UK address is most convenient for you, although we will need your correct billing address. We may require your residential address for ID checks as our system uses national databases such as the electoral role to check you are over the age of 18. We will only send out medication to the requested address which does not have to be the same as your billing or residential address (e.g. work, a holiday home, a friend/family members house or a partner’s address).

When your order is placed you will be given a unique tracking number for your order that will be sent to you by email with your order confirmation. You can track your order from your e-Surgery account and also on the Royal Mail website. If you do not have an account, we will send you updates for your order by email. Keep an eye out for these and remember to check your spam/junk folder.

Please check the status of your parcel using the Royal Mail tracking code sent to you when we sent out the item. If your order hasn’t arrived when expected please contact as soon as you can so that we can resolve this issue (standard shipping can take up to 5 days). Please be aware that shipping delays can extend this delivery period. If we are not informed within 14 days of the expected delivery date that a delivery has not arrived, unfortunately we would be unable to investigate any delivery issues.  We also recommend checking junk/spam folder as our prescribers sometimes need to get in touch with further questions.

All our packaging is 100% recyclable brown cardboard/envelopes. It is in plain, discreet packaging without any indication of e-Surgery on the outside of the box.

Yes, all our packaging is recyclable. A lot of medication does come in blister packs which are not currently recyclable, these can go into general waste. Old inhalers should be taken to a local pharmacy where they can be properly recycled, you can find out more about recycling old inhalers here. You should take any old or unused medication to a pharmacy who will be able to dispose of it safely.

If the medication is damaged in any way when it arrives to you please get in contact as soon as possible with a picture of the damaged item. We will aim to resolve this as soon as we can.

You can pay for your medication online at checkout using a debit or credit card. You can also place your order by phone.

Your order will appear under the name Total Access Health Ltd. on bank statements with no mention of Pharmacy.

If you wish to cancel an order contact us as soon as you can preferably by phone. If we have not yet shipped out the order we will provide you with a full refund. Please be aware that we cannot cancel orders once they have been collected by the Royal Mail. Our Royal Mail collections occur at 7pm every weekday, 12:45pm Saturdays and 11:00am Sundays. Once the medication is sent, we can no longer use that medication for another patient as it has been personally prescribed to you. These are the same laws that apply to your local high street pharmacy

Unfortunately, we cannot refund or cancel an order once it has been shipped. This is because once the medication is sent, we can no longer use that medication as it has been personally prescribed to you. If you have any concerns or queries or no longer need your medication contact us by phone or email and our customer care team will be able to advise you further.