Frequently Asked Questions
Answers to the questions our customers ask most — about ordering, shipping, payments, and getting support.
Orders & Products
Do I need a prescription to place an order?
Requirements vary depending on the medication and your country of residence. Some products may require a valid prescription from a licensed practitioner. Where a prescription is needed, our team will contact you after checkout with instructions on how to submit it securely.
If you are unsure whether a specific product requires a prescription, contact our support team before ordering.
Are your medicines genuine?
Yes. All products sold by PCTDirect are sourced directly from licensed manufacturers. We have operated for over 12 years with a focus on quality, authenticity, and reliable sourcing.
How should I store my medication after it arrives?
Storage depends on the specific product. General guidance:
- Keep medicines in their original packaging, away from direct sunlight and moisture.
- Temperature-sensitive items (such as insulin or certain biologics) should be refrigerated immediately on arrival.
- Always read the patient information leaflet included with your order.
If you have questions about a specific item, our pharmacist support team can help.
Can I change or cancel my order after placing it?
If your order has not yet been processed or dispatched, we can usually amend or cancel it. Contact us as soon as possible at info@pctdirect.com with your order number. Once an order has shipped, it can no longer be changed.
Shipping & Delivery
Which countries do you ship to?
We ship worldwide to more than 120 countries. Delivery availability for certain products may vary depending on local import regulations. If we are unable to ship a particular item to your location, our team will notify you and arrange a full refund.
How long does delivery take?
Typical delivery windows are 7–14 business days, depending on your destination and customs processing. You will receive a tracking number once your order is dispatched. Full details are on our Shipping Policy page.
Is shipping really free?
Yes — orders over $30 qualify for free worldwide shipping. Orders below that threshold have a small flat shipping fee, which is shown at checkout before you pay.
What happens if my order is lost in transit?
Every order is covered by our reship guarantee. If a package is confirmed lost in transit, we will reship it at no additional cost, or issue a full refund — your choice. See our Returns & Refunds page for details.
Still have a question?
Our support team is available to help with anything not covered here.
Contact Support