FAQs

FAQs for specific treatment areas


General FAQs

Is the medication genuine?

We supply only branded medication from major UK drug companies for trade marked medication including Viagra (Pfizer), Cialis (Eli Lilly), Levitra (Bayer), Champix (Pfizer), Malarone (GlaxoSmithKline GSK) and Propecia (Merck MSD), and others.

Dr Fox also offers the choice to order lower cost UK licensed generic versions of some medicines e.g. sildenafil, also known as generic Viagra, and atovaquone/proguanil also known as generic Malarone. We do not substitute lower cost generic versions if branded versions are ordered.

Our medication is supplied from UK registered pharmacies, which can be contacted by phone. The medication is not fake. It is the same medication you would get if you walked into a UK high-street chemist with a prescription from your GP.


How long does it take for medication to arrive?

Medication is usually dispatched the day it is ordered or the next working day. It is usually delivered the day after dispatch or the day after that. There is no dispatch on Sat and Sun. Emails with mail tracking numbers are sent at the time orders are dispatched. For more detail see delivery page.


Why are Dr Fox prices lower than other online clinics?

We supply only branded medication from major UK drug companies for trade marked medication including Viagra (Pfizer), Cialis (Eli Lilly), Levitra (Bayer), Champix (Eli Lilly), Malarone (GlaxoSmithKline GSK) and Propecia (Merck MSD) and others. We add an amount to the wholesale price of medication which is less than nearly all other online clinics (compare prices).

We do not advertise extensively and keep our overheads down. We want people to choose our service on price, but as can be seen from independent customer satisfaction ratings, we are also very good on service.


Who are the Dr Fox doctors?

All doctors working for Dr Fox are British and registered with the General Medical Council. Most are experienced GPs. The details of the prescribing doctor will be given on each order.


Is payment and personal information safe?

www.doctorfox.co.uk is 'payment card industry compliant', which means the site is tested regularly for security weaknesses. Sensitive data is encrypted before transmission between your browser and the website server. We do not store payment card details on the server. Payment card details go direct to our card processing partner, Secure Trading. We are also accredited by the Trusted Shops scheme.


Is Dr Fox regulated and legal?

The dispatching pharmacy is always a UK pharmacy registered with the General Pharmaceutical Council. The pharmacy can be phoned on the number on the number on the contact page. Dr Fox is registered with Care Quality Commission 1-101728017. Dr Fox (www.doctorfox.co.uk) is owned by the UK registered company Index Medical Ltd (company no. 6797903 - check details).


Can repeat orders be made?

Yes. Please log-in to your account and select the consultation to repeat and re-order: review previous answers and confirm, then choose treatment required and pay. Every consultation is reviewed by a doctor.


Are deliveries made outside Europe?

No. We deliver only within Europe. See delivery page for further information. Some brands of medicine are not permitted to be posted to Europe - further details.


Does Dr Fox supply medication NOT listed on the website menus?

No. Dr Fox prescribes only treatments listed on the all medications page.


Can orders be made by phone?

No. An online questionnaire must be completed for the doctor. Payment is by card online.


Can I order medication for another person, e.g. my partner, etc?

No. Each person must have their own account. Questionnaires ask each person ordering to confirm the medication is for their own personal use.


Why can't I order for another person?

We supply medication to named people on prescription. Questionnaires must be completed by the person who is ordering the medicine. This is a safety requirement and a legal requirement.


Can the same medication be ordered more than once at same time?

It is possible, however if you do, please send a message to the doctor in your 'My Account' area at the time the duplicate order is placed. Doctors are likely to ask for an explanation about duplicate orders unless the order is for erectile dysfunction medication (Viagra, Cialis or Levitra), where duplicate ordering is routine. Duplicate orders, placed without an explanation, may be declined and refunded.


How to set up a new user account?

If already logged in, first log out (top right of screen) of existing accounts, then go to Register (top right of screen) to create a new account. A new email address is needed for each new account.

New accounts can also be created during the order process after the questionnaire and order screens, however, if a questionnaire was completed when another user was logged in, the order will be linked to that user. If already logged in, log out before the questionnaire to change users.


Can a new accounts use the same email address?

No. Each account requires its own email address. Free email addresses can be set up in minutes at Gmail, Yahoo or Hotmail and many others.


Does the payment card need to belong to Dr Fox account holder?

No. Payment can be made using a payment card with different details from that of the Dr Fox account holder.


Why are orders adding to a previously logged user?

The system links the questionnaire answers to the person logged in at the time the questionnaire is completed. If already logged in, you must log out before the questionnaire and register your own account.


Can Dr Fox supply medication for children?

We are unable to supply medication to under 18s.


Can orders be cancelled?

Orders can be cancelled online in your My Account area up until the doctor approves them, which may be within hours or even a few minutes after the order has been placed. Highlight the order and click 'cancel'. Cancelled orders are automatically refunded within 3-5 working days, possibly sooner. It is possible to cancel an order before it is dispatched by telephoning the pharmacy - see contact page.


Are canceled or declined orders refunded?

If you cancel an order or we decline one, a full refund to your card is made. Refunds take 3-5 days.


Can delivery addresses be changed?

Yes. The delivery address can be changed if you are logged in Details in My Account area. Delivery addresses changed after the doctor has approved a prescription may not update for that order. If you wish to change the address for delivery at this stage you would need to see if this can be arranged with the pharmacy. The telephone number of the pharmacy is on the contact page.


Can the name or gender (male/female) of an account be changed?

Occasionally people change their names or enter the wrong gender by mistake. You cannot change these details yourself - please log in and send a message requesting a change in registration details.


Can the progress of orders be checked?

Emails are sent to confirm an order has been placed. Further emails are sent when doctors approve or decline an order and another email is sent when the pharmacy dispatch the order. The email confirming the dispatch of the order contains a parcel tracking number. The pharmacy telephone number is on the contact page.


Can a delivery in transit be tracked in the post?

When an item is dispatched an email is sent containing a mail tracking number. The Royal Mail tracking system for recorded delivery only confirms if an item has been delivered or if an item is in the Royal Mail system and waiting for delivery. This information is only of limited usefulness. Deliveries cannot be tracked in transit through the Royal Mail system. Overseas express orders can be tracked in more detail through the DHL tracking system, which also tracks the progress of items in transit. You can also, if you are already logged in, view details of your orders, including parcel tracking, in your My Account area.


Is the packaging and billing discreet?

Packaging is discreet and does not indicate contents – a return address is printed on the label (note: Express International Orders are required to list contents on external label). Your bank statement debit will be listed as 'D R Fox'.
Discreet packaging and billing


Order has not arrived?

UK orders normally arrive a day or two after they are dispatched. They are usually dispatched the same or next working day after an order is placed. When an item is dispatched an email with a parcel tracking number is sent. Very occasionally items get delayed or lost in the post. This is unusual. If an item does not arrive in the post 10 days after dispatch, please let us know by email at . We will repost the item or provide a full refund, as you prefer.


How to message the doctors?

Registered account account holders who are already logged in can message the doctors at any time. Messages can also be sent for to the doctors at the end of the order process.


When a message MUST be sent to the doctors

Doctors usually have enough information to issue a prescription based on your answers to questionnaires. If you make duplicate orders for the same item or are ordering the items repeatedly the doctor will want more information before issuing a prescription. If you do NOT send additional information the doctor may decline and refund your order. The erectile dysfunction medications, Viagra, Cialis and Levitra are an exception, as they are routinely ordered as duplicates and repeats.


Why do doctors sometimes message about orders?

You may receive an email from the doctor asking you to log into your account (top right of screen) to see and reply to a message the doctor has sent you. Doctors may wish to message you with additional information or may wish you to provide additional information before issuing your prescription. Additional information is sometimes required if orders are placed for the same medication at the same time or too frequently.


Has the doctor sent me a message?

Advisory emails are sent when doctors send messages. The advisory emails do not contain sensitive details.


Does Dr Fox deliver to the Channel Islands and Isle of Man?

Yes. Please choose United Kingdom as your country and enter the island name (Jersey, Guernsey, Isle of Man) after the city name when registering.


How to order if you already have your own private prescription?

Instructions about how to order with your own private prescription are at the bottom of the prices page.


Why can't I use Paypal to make payment?

Paypal currently operate a policy of not allowing online pharmacies to have Paypal accounts, so we cannot accept payments by Paypal.