FAQ

REGISTRATION AND ACCOUNTS

How do I create an account?
To create an account, visit this page. Once you complete the simple form, we’ll verify your account and you can start shopping!

Why must my account be verified before I can begin ordering?
Medsaf believes in good business practices. We want to ensure you’re representing a verified and licensed medical facility (hospital, pharmacy, or clinic) before we can begin servicing you.

I forgot my password.
Please visit this page and click the “Forgot Your Password?” link next to the “Sign In” button. An email will be sent for you to reset your password.

Can I change my password?
Yes. Please log into your account and visit the “Account Information” section of your Dashboard. Check the “Change Password” box and fill in the form with your old and new passwords. Click “Save.”

Can I change my email address?
Yes. Please log into your account and visit the “Account Information” section of your Dashboard. Check the “Change Email” box and fill in the form with your new email and current password. Click “Save.”

PLACING ORDERS

How do I place an order?
Follow these 3 easy steps:

  • Browse our large selection of medication: Use the menu at the top to browse by category, or type in the medication you want in the search bar at the top. If you can’t find the medication you want on our website, contact us and we’ll help you find it.
  • Select the quantity you want: Click the name of the medication you want. When you reach the product page, select the quantity you want and click the “Add to Cart” button. Repeat steps 1 and 2 until you’ve added all the medications you need to your cart.
  • Checkout: When you’ve finished selecting all the medications you want, visit your cart by clicking on the shopping bag icon in the top right (next to the red YouTube icon). You can either view and edit the items in your cart, or go straight to the checkout. Once you are on the checkout page, complete the form for shipping address and click “Next.” Review your order and once you are ready, click the blue “Place Order” button.

How do I save an order for later?
You can save medications in your cart and return to order them later. Items in the cart will not be removed unless you remove them.
To add medications to your cart: Use the menu at the top of the website to browse by category, or type in the medication you want in the search bar at the top. Note, if you cannot find the medication that you want on our site, contact us and we’ll help you find it. Click the name of the medication you want. When you reach the product page, select the quantity you want and click the “Add to Cart” button. Repeat steps 1 and 2 until you’ve added all the medications you need to your cart. Once all your medications are in your cart, they are saved until you are ready to order.

How long can I keep products in my cart before I checkout?
Items in the cart will not be removed unless you remove them.

Is there a minimum order amount?
The minimum order amount is N20,000

Can I set up a standing/repeat order?
Not quite. Right now, you can place a reorder. Which means you can reorder the same set of medications you ordered before. We’ll soon launch a new website feature that allows you to set up a standing/repeat order. Ex: 500 boxes of Artrin - Artemether+Lumefantrine, 20mg+120mg, 24 pills and 500 boxes of Brustan-n - Ibuprofen, 400mg, 240 pills every month.

I've submitted an order but I need to make changes.
No problem! Please send an email with your order number to contact@medsaf.com us so we can help.

I want to place the same order as last time (reorder).
We’ve made that very easy! Log into your account and visit your Dashboard. At the top you’ll see your past orders and on the right side, you’ll see the link to “Reorder” an old order.

How do I cancel an order?
To cancel an order, please send an email with your order number to contact@medsaf.com. Please note that if the order has already shipped, it cannot be cancelled so please contact us as soon as you know you need to cancel.

How do I check my order status?
To check the status of your order, please log into your account and visit your Dashboard. You’ll see your orders at the top and a column that lets you know their status. Ex: “Pending” or “Shipped” or “Complete”

SHIPPING AND DELIVERY

I've submitted an order how soon can I expect the delivery?
Medsaf is committed to delivering all orders within 48-72 hours of when the order was placed. However, due to the volatility of the drug industry and its occasional stockouts and lack of availability, there are exceptions. You can always log into your account to check the status of your order and if you have questions, you can email us at contact@medsaf.com.

Can I change the shipping address?
No problem! Please send an email with your order number to contact@medsaf.com so we can help.

Do you deliver outside Lagos?
Medsaf is only servicing facilities in Lagos state for now, but those of you in other parts of Nigeria, stay tuned! We’re coming your way soon.

Do you deliver outside Nigeria?
Not yet! But we will expand soon.

How do you calculate shipping charges?
Our shipping charges are based on zones and weight. You can find the breakdown of our shipping charges here.

How do I track my order?
To track your order, please log into your account and visit your Dashboard. You’ll see your order at the top and a column indicating its status. Ex: “Pending” or “Shipped” or “Complete”

Will my order be delivered in a single package?
Yes. Medsaf endeavors to ensure you receive everything you ordered in one neat package to make your intake and inventory management easy and smooth. If for any reason we cannot deliver all your medications at once, we will contact you.

I want to request express delivery.
Great! Please contact us at contact@medsaf.com before you place your order online. If you’ve already placed your order, please email us immediately with the order number and we will be in touch.

PAYMENT

What payment methods do you accept?
We accept payments in the following forms: cash, cheque, POS, or bank transfer.

Do you offer credit for payments?
It is important for us to provide our customers with great service and the best quality medication so for now, all payments are due on delivery and we do not offer credit.
But for customers that order from us often and make payments on time, we help them secure financing through our partners so they can continue to be a loyal Medsaf customers while also enjoying more flexible payment terms.

I think there is a mistake in my bill.
Sorry to hear that. Please contact us at contact@medsaf.com so we can fix the issue.

PRICING

The price I saw on the website and the price on my invoice are not the same. Why?
We always strive to provide our customers with the best prices. But as you may already know, the prices of medication in Nigeria fluctuate a lot because they rely on so many external factors (foreign exchange rates, availability in the country, etc). We’re constantly getting data on new prices and updating what you see on the website, but occasionally have to charge a different price. The new price may be more or less than the price displayed on our product page at the time the order was placed.

If you have further questions about this, please read our full Pricing Policy or send us an email at contact@medsaf.com.

Can I negotiate prices?
Unfortunately, we do not negotiate prices because we offer our customers fair pricing on all our products. However, customers placing bulk orders can enjoy discounts from Medsaf. Send us a note at contact@medsaf.com to learn more.

Do you offer volume discounts for large orders?
Yes, we offer volume discounts for large orders. To learn more about this, email contact@medsaf.com.

I saw a medication on your site for a certain price but now the price has increased. Why?
We always strive to provide our customers with the best prices. But as you may already know, the prices of medication in Nigeria fluctuate a lot because they rely on so many external factors (foreign exchange rates, availability in the country, etc). We’re constantly getting data on new prices and updating what you see on the website, but occasionally have to charge a different price. The new price may be more or less than the price displayed on our product page at the time the order was placed.

If you have further questions about this, please read our full Pricing Policy or send us an email at contact@medsaf.com.

I saw a medication on your site for a certain price but now the price has decreased. Why did it go down?
We always strive to provide our customers with the best prices. But as you may already know, the prices of medication in Nigeria fluctuate a lot because they rely on so many external factors (foreign exchange rates, availability in the country, etc). We’re constantly getting data on new prices and updating what you see on the website, but occasionally have to charge a different price. The new price may be more or less than the price displayed on our product page at the time the order was placed.

If you have further questions about this, please read our full Pricing Policy or send us an email at contact@medsaf.com.

Do you have sales or promotions?
Of course! We love sales and promotions! Check out our homepage for the latest offers and sign up for our email newsletters at the bottom of the website to stay updated on our special product offers.

Customers that order from us frequently get additional discounts and promo codes to apply to their future orders.

MEDICATIONS

How do I search for a specific medication?
To browse our large selection of medications, you can use the menu at the top to browse by category or you can type in the medication you want in the search bar at the top. If you can’t find the medication you want on our website, contact us and we’ll help you find it.

How do I search for a specific brand or manufacturer?
You can type the name/manufacturer into the search bar at the top. You can also visit a category page (Ex: anti-malarials) and sort the medications in that category by brand or manufacturer using the filters on the left side of the page.

I want a medication that I can't find on your website.
We can help you! Contact us and we’ll help you find it.

I want a different variety of a medication you have on your website.
Not a problem! Contact us with the variety of the medication you want, and we’ll help you find it.

I ordered one medication and received a different medication instead. Why?
We work hard to ensure we complete your order exactly as you requested, but all orders are subject to availability. Due to external factors such as outages, stockouts, foreign exchange and import issues, we occasionally have to review your orders and substitute one medication for another. Our team of experienced pharmacists will ensure the substitution is suitable for you and your patients’ needs. Whenever this is the case, we will inform you before the items are delivered.

If you have further questions about this, please read our Product Substitutions Policy or send us an email at contact@medsaf.com.

I want to know more about a medication I see on your site.
We have a team of pharmacists that are ready to help and answer your questions. Email us at contact@medsaf.com.

REFUNDS AND RETURNS

How do I cancel an order?
To cancel an order, please send an email with your order number to contact@medsaf.com. Please note that if the order has already shipped, it cannot be cancelled so please contact us as soon as you know you need to cancel.

What is your return policy?
In order to ensure quality and safety for our customers and their patients, Medsaf doesn’t accept returns on medications that have been delivered. We require all our customers to review their orders upon delivery to ensure the order is complete and satisfactory before accepting it. Once accepted, the items can’t be returned or exchanged.

I have received my order but the wrong item was delivered to me.
We’re sorry to hear that. Unfortunately, Medsaf doesn’t accept returns on medications that have already been delivered. We require all our customers to review their orders upon delivery to ensure the order is complete and satisfactory before accepting it. Once accepted, the items can’t be returned or exchanged.

I don’t want the substitute medication you included in my order.
We’re sorry to hear that. When we have to substitute one medication for another, our team of experienced pharmacists ensures the substitution is suitable for you and your patients’ needs. Whenever this is the case, we call or email you to inform you about the substitution before the items are delivered. And once delivered, we don’t accept returns which is why we require all our customers to review their orders upon delivery to ensure the order is complete and satisfactory before accepting it.

Our Product Substitutions Policy has more details but if you still have questions after reading it, please send us an email at contact@medsaf.com.

PARTNERS AND EMPLOYEES

I want to partner with Medsaf.
Great, let’s talk! We’re always open to building partnerships that help us ensure quality medication is a fundamental human right. Please email contact@medsaf.com.

I’m a drug distributor. Can I sell my products on your website?
In order to ensure the best quality and fair pricing for our customers, we only work with select drug manufacturers at this time.

I’m a drug manufacturer. I’d like to work with Medsaf.
Please send an email to contact@medsaf.com.

Is Medsaf hiring?
We’re not currently hiring, but if you think you have special skills to offer, please drop us a note at contact@medsaf.com. Good luck!