Question 1

How can I track my order location during delivery?

Accepted Answer

Yes, you can change the pick-up date by contacting customer service on our toll-free number 8002444444 or via e-mail at https://jsapps.c3aqy6vb1t-aldawaame1-s1-public.model-t.cc.commerce.ondemand.com/h

Question 2

What are the delivery times at Al-Dawaa pharmacies?

Accepted Answer

Delivery is available every day of the week. However, the time of delivery may differ depending on the region and delivery branch. You can select your desired delivery time when placing the order through our website or mobile app.

Question 3

Is delivery free?

Accepted Answer

Orders over SAR 100 (including tax) do not have to pay for delivery. If an order is less than SAR 100, then a non-refundable delivery fee of SAR 10 must be paid even if the item is returned.

Question 4

When will my order arrive?

Accepted Answer

We do our best to deliver your order as soon as possible. Delivery usually takes two hours, but it can take up to 7 working days based on the items and quantities ordered.

Question 5

The items I received are different from the ones I ordered.

Accepted Answer

We apologize for the issue and we will resolve the problem as soon as possible. You can review your order by calling us on our toll-free number 8002444444 or emailing info@al-dawaa.com, so we can begin solving the issue right away.

Question 6

How do I cancel my order?

Accepted Answer

You can cancel your order by contacting us on our toll-free number 8002444444 or via email info@al-dawaa.com or Instant Chat Service or Social Media platforms.

Question 7

Can I pick up my order at the pharmacy?

Accepted Answer

Yes, simply provide the pharmacist with your mobile phone number and order number, or contact our toll-free customer service number 8002444444 for assistance.

Question 8

Is delivery available in my area?

Accepted Answer

You can visit our website's home page and choose delivery details, or create an account and register your address. If your area is on the list, our delivery service includes it. For more information, call 8002444444 or email info@al-dawaa.com.

Question 9

I want to order but I don't have an account on the website?

Accepted Answer

Visit our website www.al-dawaa.com and register your details to create an account, or you can log in as a guest without creating a new account and then you can order easily.

Question 10

What payment options are available on the website?

Accepted Answer

You can pay with a credit card, Mada card, STCPay, Apple Pay, Arbahi points, Qitaf points, or cash upon delivery.

Question 11

Can I register multiple addresses?

Accepted Answer

Yes, log in to your account on the website, go to the My Account menu, then Address Book, select Manage Addresses and add a new address. You can also register the new address while placing a new order.

Question 12

Can I change my address?

Accepted Answer

To modify your address, log in to your account on the website, go to My Account menu, select Address History, then go to Address Management. Once there, you can make changes.

Question 13

Can I check the list of my previous orders from the website?

Accepted Answer

Yes, log in to My Account and select "My Orders" to see your order history.

Question 14

Why can't I cancel my order through the website?

Accepted Answer

We are working to add a cancellation feature for our customers.

Question 15

How do I check the latest offers?

Accepted Answer

We do our best to deliver your order as soon as possible. To view the offers magazine, click the " My Services " - Offer Magazine.

Question 16

Are the website offers available at pharmacy branches?

Accepted Answer

No, unfortunately the offers on the website are not the same as the ones in the pharmacy.

Question 17

I am unable to activate my coupon.

Accepted Answer

We apologize for the issue and will resolve the problem as soon as possible. For assistance, please contact us at our Al-Dawaa pharmacies toll-free number 8002444444 or via email at info@al-dawaa.com.

Question 18

The order amount was withdrawn from my bank account, but I did not receive an order number.

Accepted Answer

We apologize for the issue. The reason is most likely a technical error in the e-payment gateway.

Question 19

Why aren't free products automatically added when ordering from the website?

Accepted Answer

This feature is not currently available, but we are working to activate the automatic addition of free products.

Question 20

Where can I add discount codes and vouchers?

Accepted Answer

The discount coupons or vouchers are added in the discount code field in the cart or upon placing the order.

Question 21

There are products in the branches that are not available on the website.

Accepted Answer

We apologize for the issue and we will resolve the problem as soon as possible. At Al-Dawaa Pharmacies, we strive to continuously update the products on our website by adding the items available in our branches.

Question 22

Will I earn Arbahi points with my online purchases?

Accepted Answer

Yes, Provided that the account is logged in before executing the request Arbahi points are earned for each product separately, and the total Arbahi points earned will appear on the invoice after the payment is complete.

Question 23

Can I use my points in Qitaf and Arbahi at the same time?

Accepted Answer

You can convert Arbahi points to Qitaf points by using the Arbahi tab on our app or website.

Question 24

Can I redeem Qitaf points at Al Dawaa Pharmacy?

Accepted Answer

Yes, you can ask the pharmacist to redeem your Qitaf points by giving them your mobile number. You can check the total points by sending 202 via SMS to 900 or using our My STC app. To activate Qitaf points, send 201 via SMS to 900.

Question 25

How can I change my mobile number in Arbahi program?

Accepted Answer

To update your mobile number on the Arbahi program, you can call us on 8002444444, email info@al-dawaa.com, or submit a request when you visit one of our branches. If you need to update your data only.

Question 26

How can I redeem Arbahi points when an order is canceled or not completed due to a technical issue?

Accepted Answer

When the order is canceled or incomplete, the points will be automatically refunded within 24-48 hours from the time of canceling. If they are not, you can contact us on our toll-free number 8002444444 or email us at info@al-dawaa.com

Question 27

What is Wasfaty service?

Accepted Answer

It is a service to connect hospitals and primary health care centers with private pharmacies, such as Al-Dawaa, to dispense prescribed medicines.

Question 28

What is the solution when there is a mistake in my information, such as ID number, in Wasfaty service?

Accepted Answer

It is necessary to visit the primary care center or the hospital from which the prescription was issued to verify the national identity and make the amendment.

Question 29

How can I get a prescription through Wasfaty?

Accepted Answer

You must go to one of the healthcare centers that support Wasfaty service. After registering and seeing the doctor, the center will issue an electronic prescription number that you will receive in a text message.

Question 30

Are there any fees when obtaining medicines through Wasfaty?

Accepted Answer

This service is free of charge.

Question 31

What medicines can be dispensed through Wasfaty?

Accepted Answer

Medications are determined by the doctor, and the pharmacist will only dispense what appears to them in the prescription system, as determined by the doctor.

Question 32

How can I dispense a prescription through Wasfaty service?

Accepted Answer

The prescription can be dispensed from any branch of Al-Dawaa Pharmacy throughout the KSA, by providing the pharmacist with the electronic prescription number as well as the national ID number.

Question 33

What is "Dawaok" program?

Accepted Answer

Al-Dawaa's 'Dawaok' program is a monthly service that helps you keep track of your medication for chronic illnesses and reminds you when your quantity runs out.

Question 34

How can I file a complaint?

Accepted Answer

We apologize for the issue and we will resolve the problem as soon as possible. Please contact us on our toll-free number 8002444444 or email us at info@Al-dawaa.com.

Question 35

How can I subscribe to Dawaok?

Accepted Answer

You can register for the "Dawaok" program on the Al-Dawaa website.

Question 36

How can I apply for a job at Al-Dawaa pharmacies?

Accepted Answer

You can submit your CV to Al-Dawaa's website by using the link: https://www.al-dawaa.com.sa/en-careers/ and drop an email to aldawaa.com.

Question 37

I have products that I want to distribute through Al-Dawaa pharmacies.

Accepted Answer

Please contact us through info@Al-dawaa.com.sa and we will contact you as soon as possible.

Question 38

How can I participate in a campaign or be a sponsor?

Accepted Answer

Please contact us through info@Al-dawaa.com.sa and we will contact you as soon as possible.

Frequently Asked Questions

How can I track my order location during delivery?

What are the delivery times at Al-Dawaa pharmacies?

Is delivery free?