FAQ’s

Orders in Islamabad and Rawalpindi placed before 5:00 PM are usually delivered within 1–2 days. For other cities, delivery time depends on the courier and location. You can read full details in our Shipping Policy.

We are sorry you had to experience this. Click on the Account icon on the App homepage, Click on the “Orders” section, tap on the respective order & click ‘Return’. We will try to resolve this on priority.

If your item arrives damaged, wrong, or expired, you can request a return. Please contact us within 48 hours of delivery, keep the product in its original packaging, and share your invoice. Once verified, we’ll arrange a replacement or refund. Full details are in our Return & Refund Policy.

We are sorry you have had to experience this. To initiate a return of the wrong item, please log in to the App, tap the “My Orders” tab, select the order in question & tap on the ‘Return’ tab. We will try to resolve your concern on priority.

Please report it within 48 hours of delivery. Keep the products unused and unopened in their original packaging, along with your invoice. We’ll verify and arrange a replacement or refund. For full details, check our Return & Refund Policy.

We’re sorry for the inconvenience. Please contact us within 48 hours of delivery with your order number. We’ll investigate and arrange to send the missing items or adjust your order. See our Shipping Policy for details.

You can cancel your order from the ‘Order details’ screen before it is out for delivery.

You can do so by clicking on the Account icon on the bottom of the App Home page > select “Orders” > Select the order which you want to cancel > tap “Cancel”. (Refer Image)

You can request cancellation before your order is dispatched by contacting our support team with your order number. For prepaid orders, a refund will be issued to your original payment method as per our Return & Refund Policy.

To get the invoice for your order(s), go to the “My Orders” section, tap on the respective order, and you will find an option to download the invoice in a PDF format.

Sorry, once your order is confirmed, it cannot be modified. Please place a fresh order with any modifications.

You can request changes before your order is dispatched. Once the order has been shipped, it cannot be modified. For prescription items, changes are only possible if you provide a valid updated prescription. Please contact our support team right away if you need to update your order details.

All medicines we provide are sourced from trusted suppliers and come with a valid shelf life as approved by the manufacturer. We do not deliver expired or near-expiry medicines. If you ever receive a product that is expired or damaged, you can report it within 48 hours for a replacement or refund.

We ensure that the shelf life of the medicines being supplied by our partner retailers is, at least, a minimum of 3 to 6 months from the date of delivery.

1. Through our website

• Browse and select your product.
• Add it to your cart.
• Checkout with delivery details and payment method (Cash on Delivery, bank transfer, etc.).
• Confirm your order.
  For prescription medicines, upload a valid prescription during checkout or share it with our support team before processing.

2. On call
   Call our customer service helpline at +92-332-210-8324.
3. Through WhatsApp
   Send your order details to +92-332-210-8324. Our team will confirm your order and share payment and delivery details.

If the medicine or product you need is not available on our website, please contact our support team right away. We will coordinate with our partner network and arrange it for you shortly.

If that’s not possible, you can also:

• Upload your prescription and our pharmacist will guide you on safe alternatives.
• Request a restock notification so you’re alerted when the product becomes available.
• Explore substitute brands or generics (with the same active ingredients) after consulting your doctor/pharmacist.

At Proxima Care, your health and convenience are our top priority.

Yes, at Proxima Care we provide a convenient monthly refill service for patients on long-term medication. Share your prescription with our support team and set your schedule , we’ll arrange your medicines in advance and deliver them to your doorstep every month.

With this service, you’ll also receive:

• Timely reminders before each refill
• Guaranteed availability through our partner network
• Hassle-free delivery so you never run out of your essential medicines

This service is designed for patients on chronic or long-term therapy, giving you peace of mind and convenience.

No, we also offer:

• Medical Devices & Recovery: monitoring, posture & support, respiratory care, mobility aids, massagers, pill management
• Hygiene & Cleaning: home, kitchen, personal hygiene, laundry, tools & accessories
• Cosmetics & Personal Care: skin & hair care, makeup, lips & eyes, sun protection, men’s grooming, body care
• Surgical & Safety: consumables, protective gear, wound care, clinical tools
• Nutrition & Essentials: multivitamins, snacks, biscuits, beverages, confectionery

Yes, we ensure proper cold chain management for medicines that need controlled temperatures:

• Within service zones: Delivered in ice bags to maintain required temperature.
• Outside service zones: We do not deliver injections, refrigerated items, or any temperature-sensitive medicines.

You can choose from multiple payment options:

• 💳 Online Payment: Pay via credit or debit card on the Proxima app or website.
• 🏠 Cash on Delivery (COD): Pay in cash when your order is delivered.
• 💳 Card on Delivery: Use your card for payment on call-based orders.
• 📱 Mobile Wallets: Pay conveniently via Easypaisa, JazzCash, or Bank Transfer.

Delays may occur due to:

• 📦 High order volumes or unexpected delivery restrictions
• ⏳ Out-of-stock items that take extra time to arrange
• 🌧️ Weather conditions or traffic disruptions affecting delivery routes

Simply click on the “My Account” link at the top right corner of the website, then select Sign Up and fill in your details to create an account.

Don’t worry, it happens! To securely reset your password, just click on Forgotten your password and follow the instructions.

Free standard shipping is available on orders above PKR 5,000. This offer may change during promotions or special campaigns throughout the year.

Yes, you can update your preferred delivery address anytime in your My Account area. However, once an order has been processed, the delivery address selected at checkout cannot be changed.