Once the order has been dispatched, the customer will receive a confirmation e-mail with the corresponding invoice, the assigned shipping number and a link that will allow them to track the order on the carrier’s website. The customer can also access this link by logging into their account and clicking on the ‘Orders’ tab on the login page, or by accessing the ‘Help’ icon in the header bar of the website and clicking on the ‘Track order’ option. Either way, you will be provided with all the information about the order you have consulted, including the link mentioned above.

Trying to track the order online when you receive the dispatch confirmation e-mail may not return any results. It may take up to 24 hours from receipt of the dispatch confirmation for the shipping information to be updated on the carrier’s website, without PHARMABIZ being liable for this.

Orders are delivered from Monday to Friday, with the exception of local or national public holidays, to the address indicated by the customer when placing the order.


PHARMABIZ offers various regular delivery services, which are subject to each carrier’s own procedures, specifically with regard to the data required to carry out the service, the methods, deadlines, costs and transport constraints associated with the specifics of the orders to be delivered and the mechanisms for validating the identity of the recipient of the purchase or the third party representing them. PHARMABIZ is unaware of any changes to the service conditions provided by the carriers, and is only responsible for ensuring that the procedures followed by them in the delivery process correspond to the terms in force at the time the purchase was finalised. The specific nature of some product segments may justify the establishment of a minimum purchase amount, which will always be indicated at the last stage of the ordering process.

As such, the delivery options presented may vary depending on the type of products to be delivered, the geographical area of destination, the type of delivery desired (delivery to an address or collection from a collection point).

The expected delivery time, as well as any relevant conditions or observations at the time the order process is completed, are indicated as an information note on each of the delivery options in the ‘Shipping method’ tab.

Warning: delivery times, counted from the date the order is actually dispatched, are indicative and are only considered valid when there are no physical or structural impediments (e.g. incorrect addresses or force majeure events such as strikes, loss of connection, bad weather, etc.).

The customer may therefore choose to have the parcel delivered to an address of their choice (except for PO boxes). All they have to do is provide the address where they will be present between 9am and 7pm on the day of delivery. A delivery attempt will be made by a courier from your chosen transport service to the address indicated.

Warning: It is not possible to choose a specific delivery time as it will be conditioned by the courier’s route on the day of delivery, which is defined by the transport service.

Indicating an incorrect or incomplete delivery address may result in the order being returned to PHARMABIZ and cause additional costs for the customer; for this reason, it is recommended that the customer always ensure that the delivery address indicated when registering the order is correct and complete. Once the order has been registered, it is not possible to change the delivery address or the billing details indicated.

On the other hand, if you choose to pick up your order at a collection point, otherwise it will be returned to PHARMABIZ, subject to a time limit for picking up the order of no less than seven days, which will be determined exclusively by the selected carrier and communicated by SMS sent directly to the customer.

Warning: in either case, for reasons of service organisation and carrier distribution procedures, the recipient’s identification data will be printed on a label that will be placed on the outside of the transport box. In the case of customers’ personal data, it is advisable to destroy or erase it once the parcel has been received in order to prevent it from being consulted by third parties once the packaging has been disposed of at the recycling points.


Shipping costs are automatically calculated by the system and may depend on the following factors:

– actual or volumetric weight of the parcel (whichever is greater);

– value of the order*;

– segment of products ordered**;

– delivery address;

– carrier tariffs, which are updated periodically.

Likewise, shipping costs will be automatically updated as the customer adds items to the shopping basket.

All specific purchase conditions will be clearly indicated in the order process and immediately before the purchase is confirmed.

* The offer of postage on orders with a certain minimum purchase value will only apply to situations where the delivery address is located in mainland Portugal and Spain, with the exception of some localities.


PHARMABIZ makes daily shipments all over the world.

Shipping costs and delivery times vary from country to country, and this information is available when selecting the carrier during checkout.

For shipments within the European Union there are no additional charges, such as import taxes.

For shipments outside the European Union and Europe (e.g. Brazil, Switzerland, Norway or the United States) please note that you may have to pay customs duties. It is the customer’s responsibility to know whether the products ordered are permitted and/or may be taxed. For the ‘Registered Mail’ shipping option, the delivery time indicated is 7 working days in normal situations. However, the real average for shipments to some countries (such as Brazil) is 20 calendar days or more


Express delivery by DHL is available for some countries. Delivery by DHL takes 3 working days. Due to customs processing the actual delivery time may vary and PHARMABIZ cannot influence this process.

In order to speed up delivery, we ask all customers to enter their VAT number (or CNPJ in Brazil) in the ‘Special instructions or comments’ field on the Delivery Information page during the checkout process.

Please make sure the address is correct. Please note that you may have to pay customs and import duties. If you refuse to pay customs duties, or if the parcel is returned to us, you will be charged the cost of the return (which is equal to the amount you paid for shipping). If the parcel is returned to us, only the value of the products will be refunded, minus the cost of shipping and return. PHARMABIZ will not be able to issue a refund if the cost of shipping and return exceeds the value of the products.


PHARMABIZ will send you what you order according to your instructions. As laws vary frequently, it is not possible for us to know all the laws around the world! It is the customer’s responsibility to know whether the products ordered are legal in the country of destination. If you have any doubts, you should seek clarification from the regulatory body (for example, in Brazil it will be ANVISA and in the United States the FDA).

PHARMABIZ sends your parcel discreetly to protect your privacy. However, please note that you may pay customs duties if they are due.


There are three situations in which the question of reimbursement of parcel postage may arise:

a) Non-delivery of the order for reasons attributable to PHARMABIZ or the carrier: the customer will be reimbursed in full for the amount they may have paid in postage. A member of staff from the returns and refunds department of PHARMABIZ Customer Service will contact the customer to confirm the right to a refund of postage and to provide any further clarification on this matter.
b) Error in the product(s) dispatched or dispatch of defective product(s): the customer will be reimbursed in full for the amount they may have paid in postage only if the error or defect occurs in all the products dispatched. For more information on this subject, see point 1.5 below.
c) Right to Free Termination of Contract: in compliance with the provisions of articles 10 and 11 of the legal regime applicable to distance and off-premises contracts, the customer may exercise their right to free termination of the contract within 14 days from the day on which the customer, or a third party designated by them other than the carrier, acquires physical possession of the product ordered or, if the order consists of several items that are delivered on different days, from the day on which physical possession is acquired of the last of the items delivered. In order to exercise this right, you must send PHARMABIZ, before the end of the period indicated above, an unequivocal declaration of cancellation of the contract, using the Free Cancellation electronic form available here. The procedures described in the annex to this document apply to the exercise of this right, as well as the provisions of point 1.3 below (Returns). In this context, PHARMABIZ will reimburse in full the amount that the customer may have paid by way of shipping costs, with the exception of: a) delivery costs in the event of choosing a shipping method other than the least expensive normal shipping method provided by PHARMABIZ; b) the cost of returning the order as a result of exercising the right of withdrawal. In either case, the customer will bear the cost of returning the items. Within 48 hours, PHARMABIZ will acknowledge receipt of the notice of intention to withdraw from the contract.

Warning: Refunds can be made using the original payment method or via a refund voucher. Opting for the voucher refund method will depend on the customer expressly expressing this wish. In this case, the customer accepts the condition that the refund voucher is valid for 12 months from the date of issue of the voucher and that, at the end of this period, there will be no further refund.


If a pre-paid order* is returned to PHARMABIZ for reasons attributable to PHARMABIZ, the amount paid for the purchase will be refunded, including the cost of postage and return postage.

*Pre-paid orders are those paid for by Credit Card, MBWay, Multibanco or PayPal

The customer can opt for a refund using the original payment method or by means of a refund coupon that can be used on a future order. The voucher will be valid for 12 months from the date it is created. After this period, there will be no refund of any kind. In the event that the original payment was made by Multibanco, if you authorise it, the customer will be contacted to provide the bank details needed to make the refund.

If the reason for the unsuccessful delivery and return of the parcel is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to submit a written complaint which will be analysed by the freight forwarder. Alternatively, and always subject to the customer’s prior express consent, the complaint submitted by the customer to PHARMABIZ may be sent to the carrier in support of the incidence created on the grounds of non-delivery.