Wondering where your order is? It's probably currently being processed. Because it concerns medication, processing and delivery take a little longer than you may be used to with a regular online order.

Before your medication is shipped, a doctor first assesses your medical situation. The pharmacy then checks medication safety. This takes a little extra time, but your health is always our top priority.

As soon as your request has been approved, you'll receive an email and/or SMS to arrange a delivery date. In most cases, you can arrange a delivery date within 1–3 working days.

Check whether you've completed all the steps correctly.

Go to your personal account and check that you've:

For repeat prescriptions, the doctor sometimes asks you to fill in an evaluation form. You can check this by logging into your personal account. If needed, you'll see a banner at the top of your treatment page.

Haven't done this yet? Complete these steps first, then your treatment will be shipped.

Have you filled in the questionnaire and verified your identity? Then check whether the doctor has already assessed your treatment. You can do this in your personal account.

Hasn't this happened yet? Check the medical chat in your personal account to see whether the doctor has sent you a message. Give the doctor up to 2 working days after your identity verification or completion of the questionnaire to assess your request. After that, you can contact customer service.

Has the doctor approved your treatment? Then you can track the shipment via DHL Express tracking in your treatment overview in your personal account.

Hasn't DHL Express delivered your treatment 3 working days after receiving the package? Then please get in touch with customer service.