Frequently Asked
Questions

Q: Do I need a prescription to order medicines?

Prescription medicines require a valid doctor's prescription. OTC products like vitamins and supplements do not.

Q: Which countries does RootAid Pharma deliver to?

RootAid Pharma delivers to 42+ countries including UAE, UK, USA, Malaysia, Kenya, Canada and more.

Q: Are RootAid Pharma medicines genuine and authentic?

Yes. All medicines sourced from WHO-GMP certified, DGDA-licensed manufacturers, verified by licensed pharmacists before dispatch.

Q: How long does international delivery take?

GCC: 5-10 days. Southeast Asia: 7-14 days. Europe/UK: 10-18 days. USA/Canada/Australia: 14-21 days.

Question 1

01

Do I need a doctor's prescription to order medicines?

Answer

For all prescription-only medicines — including oncology, cardiovascular, hormonal, anti-infective, and specialty drugs — a valid doctor-issued prescription is mandatory before we process any order. This protects your safety and ensures full regulatory compliance.

For Over-the-Counter (OTC) products — vitamins, supplements, herbal wellness, and certain medical devices — no prescription is required.

Not sure if your medicine needs a prescription? Send us the name via WhatsApp +8801882115515 and our pharmacist team will confirm within hours.

Question 2

02

How do I place an order with RootAid Pharma?

Answer

Our process is simple, transparent, and fully guided at every step:

Browse medicines or search at rootaidpharma.com
Click "Upload Prescription" and submit your doctor's prescription with your delivery details
Our licensed pharmacist team verifies availability and sourcing
We send you a clear, no-hidden-fee quotation with a confirmed delivery timeline
You approve and complete secure payment
We handle all export paperwork, packaging, and international shipping
You receive a real-time tracking number and updates until your medicine arrives

You can also start directly on WhatsApp +8801882115515 or email rootaidpharmabd@gmail.com anytime.

Question 3

03

Can I order a medicine not listed on your website?

Answer

Yes. We specialise in sourcing hard-to-find, rare, and specialty medicines beyond what is listed online. Our global network covers WHO-GMP certified manufacturers across Bangladesh, India, China, and Europe.

Simply send us:

Medicine name — generic and/or brand name
Strength, dosage form (tablet, injection, etc.) and required quantity
Your doctor's prescription (if a prescription medicine)
Destination country

We confirm availability and pricing within 24–48 working hours.

Question 4

04

What payment methods do you accept?

Answer

We offer secure payment options suited to patients and partners globally:

International Bank Transfer (SWIFT / TT) — institutional and bulk orders
Online Payment — PayPal, Stripe, secure card gateway
Mobile Banking (Bangladesh) — bKash, Nagad
Western Union / MoneyGram — for international patients

Full payment receipt and written order confirmation are issued before any shipment is dispatched. We never request advance payment without written confirmation.

Question 5

05

Are your medicines 100% genuine and authentic?

Answer

Authenticity is non-negotiable. Every medicine we supply is sourced exclusively from WHO-GMP certified, DGDA-licensed manufacturers in Bangladesh or verified international pharmaceutical companies. No third-party grey market. No unverified suppliers.

Before every dispatch, our licensed pharmacist team verifies:

Manufacturer WHO-GMP certification status
Product batch number, manufacturing date, and expiry date
Certificate of Analysis (CoA) from the manufacturer
Cold-chain integrity for temperature-sensitive medicines

RootAid Pharma is led by a DGDA Licensed Pharmacist with 15+ years in pharmaceutical supply — your medicines are in expert, accountable hands.

Question 6

06

How can I verify the medicine I receive is correct?

Answer

Every order passes through a multi-step pharmacist verification process. Before shipping, upon request, we can provide:

Product photographs showing batch number and expiry date
Manufacturer Certificate of Analysis (CoA)
Full packing list matching your confirmed order

Each shipment includes complete documentation inside the package. If anything does not match what was confirmed in writing, contact us immediately — it is treated as our highest priority.

Question 7

07

Do you supply medicines for cancer, cardiac, and other critical conditions?

Answer

Yes. We are specialists in supplying medicines for serious and complex conditions:

Oncology — chemotherapy, targeted therapies, biosimilars
Cardiology — anticoagulants, antihypertensives, statins
Endocrinology — diabetes, thyroid, hormonal therapies
Nephrology — renal care, transplant immunosuppressants
Hepatology — Hepatitis B & C direct-acting antivirals (DAAs)
Immunology — biologics and autoimmune treatments

Question 8

08

Which countries does RootAid Pharma deliver to?

Answer

We deliver to 42+ countries worldwide, including:

Middle East (GCC): UAE, Saudi Arabia, Qatar, Kuwait, Oman, Bahrain
Southeast Asia: Malaysia, Singapore, Vietnam, Philippines, Thailand, Indonesia
South Asia: India, Nepal, Sri Lanka, Maldives
Africa: Kenya, Nigeria, Tanzania, Ethiopia, Ghana, Rwanda, Uganda, Zambia
Europe & UK: United Kingdom, Italy, Germany, France, Portugal, Spain
North America: USA, Canada
Oceania: Australia, New Zealand

Our team checks import regulations in your destination country before every shipment to ensure smooth customs clearance. Contact us if unsure about your location.

Question 9

09

How long does international delivery take?

Answer

Estimated delivery timeframes from Bangladesh:

GCC / Middle East: 5 – 10 working days
Southeast Asia: 7 – 14 working days
UK & Europe: 10 – 18 working days
USA / Canada / Australia: 14 – 21 working days
Africa: 10 – 20 working days

Times are estimates. Actual delivery may vary depending on customs processing, courier capacity, and destination country import procedures. Expedited options are available on request.

Question 10

10

Which courier services do you use?

Answer

We ship exclusively via globally recognised, fully insured courier services:

DHL Express — priority worldwide delivery
FedEx International Priority
UPS Worldwide Express
EMS (Express Mail Service)
Aramex — GCC and Middle East specialist

All orders are dispatched with full tracking numbers and real-time tracking links shared immediately after dispatch. Insurance is available for high-value shipments.

Question 11

11

Do you offer cold-chain packaging for temperature-sensitive medicines?

Answer

Yes. For medicines requiring controlled temperature — biologics, insulin, vaccines, certain oncology injectables, and immunosuppressants — we use validated cold-chain packaging with insulated cartons, gel ice packs, and dry ice where required.

All cold-chain shipments comply with IATA temperature-controlled cargo regulations to maintain product integrity throughout the entire journey.

Question 12

12

Is it legal to import medicines from Bangladesh to my country?

Answer

In most countries, importing prescription medicines for personal use is legally permitted with a valid doctor's prescription and within defined quantity limits. Regulations vary significantly by country.

We provide complete export documentation from Bangladesh, including:

Commercial Invoice & Packing List
Certificate of Origin (CoO)
Certificate of Analysis (CoA) from the manufacturer
Free Sale Certificate (where required)
DGDA Export Clearance Certificate
Prescription copy and doctor's letter (where applicable)

It remains the patient's or buyer's responsibility to confirm import rules for their destination country. RootAid Pharma cannot be held liable for customs delays resulting from destination restrictions.

Question 13

13

What happens if my shipment is held at customs?

Answer

If your shipment is held at customs, our team will promptly provide any additional documentation required by customs authorities. We will guide you step-by-step and liaise with the courier on your behalf wherever possible.

Customs decisions are made independently by destination country authorities. This is why we assess import feasibility before you place any order.

Question 14

14

Can I return medicines after delivery?

Answer

Due to international pharmaceutical safety and hygiene regulations, opened, partially consumed, or tampered medicines cannot be returned or refunded under any circumstances.

Returns or replacements are considered only for:

Product received is materially different from what was ordered and confirmed in writing
Product arrived with an expired or undisclosed near-expired date
Product was damaged in transit due to courier mishandling

Question 15

15

How can I contact RootAid Pharma Support?

Answer

Our team is ready to help with orders, prescriptions, delivery tracking, and pharmaceutical guidance:

WhatsApp (Priority Response): +8801882115515
Email: rootaidpharmabd@gmail.com
Website: www.rootaidpharma.com

For urgent medical supply requests, please mark your message as "URGENT" on WhatsApp and our team will prioritize your case immediately.

Frequently AskedQuestions