Frequently Asked Questions

Who provides the offer?

All orders are handled by the central office in Basel. Pharmagenies B&K Associates GmbH Burgfelderestr. 4 4055 Basel info@pharmagenies.com

How are my personal data processed?

All data required for deliveries and product sales are subject to data protection.

I forgot my username/password.

You can reset your password at any time at pharmagenies.com/account. To do this, simply click on the link "Forgot password".

Why should I create an account?

The creation of an account is necessary to place an order. Thus, we associate this account with the orders placed. It is done at the time of your first order. The account is characterized by an identifier (email) and a password. These 2 values will allow you to authenticate yourself on our site and to access all your orders, your details, your requests for advice, your prescriptions. You can also update your postal address, your email, your cell phone number which are essential to inform you about your orders and make their delivery. Thanks to this customer area, you can change your password at any time for more security.

Can I cancel my order?

Yes, you can. Please write us an e-mail to the below e-mail address including your order number and all useful information. E-mail: info@pharmagenies.com

I have placed an order, but have not received any confirmation. Did I make a mistake?

The order confirmation is sent automatically: it may have ended up in your junk mail folder. If you have any questions or concerns about the status of your order, please write us an e-mail to the below e-mail address. E-mail: info@pharmagenies.com

What happens if one or more products in my order are unavailable?

Our site indicates you in real time the delivery time of the products according to our stocks and our ruptures. In the unlikely event of product unavailability, we will notify you by email of the delivery time. You can then inform us of your intentions to cancel this order line or to wait until the product is available.

How do I easily renew my last order?

You wish to renew an order already placed on our site: nothing could be easier! Identify yourself, click on "My orders", then click on the button to place an order on the order to renew! That's it, all the products of the old order are in your cart! You can then remove or add products at your convenience.

How long does it take to receive the products I ordered?

Products ordered by 11:30 am are usually delivered within 2-3 business days. If the delivery time gets too long or we have any questions about any of the products you have requested, we will contact you.

How are my orders delivered?

Deliveries are made through the parcel service of the Swiss post office.

Do I have to pay shipping costs?

Yes, you will be charged shipping costs based on the weight of your order and your delivery address.

What happens if I am not at home at the time of delivery? Will I be able to pick up the goods later at the post office?

You can pick up the parcel at the post office by presenting the appropriate pick-up order or arrange a second delivery with your post office.

Do you deliver abroad?

No, we do not.

The products delivered do not match my order. How should I proceed?

In this case, please write us an email at the following address: E-mail: info@pharmagenies.com

What are the different delivery methods?

You have 2 possibilities:
- to be delivered in one of the Swiss Post Pickup Station (click here for more info),
- to be delivered at home (click here for more info).

What happens if I am absent during delivery?

Swiss Post will put your package on hold:
- for 14 days in the nearest post office
- for 7 days in the nearest pickup location
- a letterbox deposit is also possible if the size of the parcel allows it

How long does it take to pick up my package?

Your package will be available for:
- 5 days in Pickup Station

What payment methods are available at Pharmagenies?

We accept Visa, MasterCard, American Express and Post Finance Card as well as Twint. Please indicate:
Your credit card number.
The date of validity.
The visual cryptogram which corresponds to the 3 or 4 digits located on the back of your card.
Payment by credit card is secure. Your credit card data is transferred securely by SSL (Secure Sockets Layer).
We also accept payments via the PayPal platform.

Are payments secure?

Payment on Pharmagenies.com is perfectly secure. All the data you provide when making a payment is protected and encrypted by the SSL (Secure Sockets Layer) protocol. We do not have access to your bank details under any circumstances; they are transferred in a coded and secure manner to our bank.
To save you time, your credit card details can be saved for your next visit but they can be deleted at any time by going to the "My payment methods" section.

How to pay my order by Pay Pal?

In the shopping cart, select PayPal as the payment method and click on "Validate". You are then redirected to the PayPal page to confirm your payment. At this stage, 2 possibilities:
You already have a PayPal account and you log in with your credentials to confirm the payment.
You do not have a PayPal account; you can still pay by credit card on the PayPal page or create a PayPal account beforehand.
After confirmation of payment on PayPal and validation of your order, your account is debited and your package is prepared. You can always find your order and payment information in the "My Account" section or in the summary email.

Help & FAQs

If you have any further general questions, please use the below contact and we’ll get back to you.

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