You will find answers to some of our most frequently asked questions in the section below.
If you have read the FAQ and still have some questions unanswered.

Why do some items need prescriptions when I can get them over the counter at my local pharmacy?
Legislation in Malaysia deems that (pharmacist only medication) requires personal counselling by a pharmacist on sale of the item. As Internet and mail order pharmacy does not provide this, a prescription will enable a Doctor to provide appropriate counselling. In store shoppers at eCatalog do not require a prescription.

A customer can place an order for (pharmacist only medication) online or over the phone and receive direct counselling from a pharmacist that will allow the medication to be sent without a prescription. Please phone and ask to talk to one of our pharmacists.

What happens if I am not at home when my order is delivered?
eCatalog uses registered mail through Malaysia Post to deliver parcels. If you are not at home to receive the parcel, a card will be left so you can pick it up from your closest post office. Sometimes cards get accidentally discarded, so if you believe your parcel should have arrived, check with your local post office first.

Can I fax my prescription?
It is illegal to accept faxed or emailed prescriptions in Malaysia at this stage. We must receive the original before we can dispense and send.

Can I order through eCatalog if I am not connected to the Internet?
Yes. You will just need to fill out one of our eCatalog online which can be direct from our website or sent directly to you. The prices can be obtained by contacting us by phone. If you have friends or family who would like order forms, we can arrange to have them sent out.

Is my order confidential?
All information collected by eCatalog is strictly confidential. We do not provide this information to any other party for any purposes. In additoon, all eCatalog staff are legally bound by conditons of employment to the confidentiality of your order and personal details.

What happens if I am after a product that is not listed on the website?
eCatalog will endeavour to locate products that are not located on our website for sales. You just need to send the relevant information to rickyajan@penawargroup.com and we will try our best.
to phone through payment details or place a new separate order.

Can I return prescription medicine or any preparation for oral use for a refund?
No. Unfortunatley due to Kumpulan Perubatan Penawar regulation, medicines ioncluding any preparation that is taken orally cannot be returned for credit. This is because once the product has left the pharmacy, the storage conditions of the product cannot be guaranteed and also it is possible the product could be tampered with.

What is the responsibilty of ePharmacy Pharmacists and staff in regards to orders?
eCatalog’s prime objective is to ensure the safety of the patient in regards to the safe use of medications. eCatalog staff reserve the right to refuse any orders it may deem to not fit this criteria, or of a nature that my be unsafe in its volumes or capacity for misuse. The sole discretion is that of the pharmacist in charge.

 In the event I cannot obtain a prescription for a "pharmacist only medcine", how can I order these medications?
A customer can place an order for (pharmacist only medication) online or over the phone and receive direct counselling from a pharmacist that will allow the medication to be sent without a prescription. Please phone us and ask to talk to one of our pharmacists.