Frequently Asked Questions (FAQ)
GENERAL
What shopping options are available to Silverline Pharmacy customers?
Silverline Pharmacy runs an omnichannel model, this means that customers have the option of shopping via our in-store and online shopping channels.
What are Silverline Pharmacy’s store hours?
Currently our store is open from 8am to 9pm from Mondays to Saturdays.
In order to fulfil our religious obligations, we do not open for business or ship out products on Sundays.
Is Silverline Pharmacy open on Public holidays?
Yes, we are open on public holidays including New Year’s Day.
Is Silverline Pharmacy hiring?
We are always on the look out for talent. Candidates may send relevant details to the email addresses listed in the “Contact Us” section.
How can I stay up to date with Silverline Pharmacy news and updates?
You can follow us on our social media channels, check our WhatsApp statuses, or contact us directly to stay relevant on all things Silverline Pharmacy.
I have an issue that is not covered in the FAQs or the other parts of the website, how can I get help?
We’re always here for you. Feel free to reach out to us via our customer service channels.
Please note that items in the FAQs are subject to change at any moment.
WEBSITE
Can I get a prescription or prescription drugs from the Silverline Pharmacy website?
No. We do not offer prescription drugs on our website at the moment. You will need to visit our physical store with a prescription to obtain yours.
Does your website show current product inventory?
We do not update our website in real-time and this coupled with the inventory fluctuations that come with normal business transactions on our in-store and online channels, means that the availability of any item on the website is not guaranteed.
I am looking for an item that is not available on the website?
We are always happy to serve. You can reach out to us via our customer service channels to make further inquiries.
RETURN & REFUND POLICY
What is the return policy of the Silverline Pharmacy Website?
Because we deal in sensitive health and wellness products, our return policy is governed by strict safety protocols and local pharmaceutical regulations.
Please read our complete Returns & Refunds Policy for full details on return eligibility, defective items, and non-returnable conditions.
How do I return an item?
To ensure a safe, legally compliant, and traceable return, please follow the simple 4-step process outlined in Section 3 of our Returns & Refunds Policy.
Will any shipping fees be refunded?
Shipping fee refunds depend strictly on the nature of the return (e.g., a pharmacy error vs. standard delivery).
Please refer to Section 4 of our Returns & Refunds Policy for a complete breakdown of when logistics costs are covered by us and when they are deducted from your refund.
If I refuse a package, am I still eligible for a refund?
Package refusals are handled under specific safety guidelines. We generally do not offer refunds if a package is refused due to a change of mind.
Please review “Non-Returnable Items & Conditions” (Section 2) and “Delivery Best Practices” (Section 5) in our Returns & Refunds Policy to see if your specific refusal qualifies for a refund.
What if an item was omitted from my order?
If an item is missing, please note the omission on the delivery document before signing and report it to us immediately.
Please refer to Section 5 of our Returns & Refunds Policy for exact instructions on how we resolve and dispatch missing items at no extra cost to you.
The wrong item was delivered to me. What do I do?
If you receive an incorrect item, please report it to our customer service team within 24 hours of delivery to ensure the item remains eligible for a return.
For the exact steps to initiate a free replacement or refund, please see Section 1 and Section 3 of our Returns & Refunds Policy.
FULFILMENT
What fulfilment options are available to customers on checkout?
At the moment customers only have the option of having their orders delivered to their chosen address.
In the future we plan to roll out other fulfilment options.
What are the benefits of the delivery option?
Convenience is awesome! Having your order delivered to your door step relieves you of all the headache associated with picking up your order.
Are all the products on the website available for delivery?
Yes. At the moment, all items on the website are available for delivery.
However this is subject to change at any moment.
Are there delivery fees?
We all wish deliveries would be free but sadly, delivery fees apply.
The delivery fee you are charged, depends on your location and traffic conditions.
Is payment on delivery allowed?
Due to previous unpleasant experiences with this option, we do not allow for payment on delivery.
Customers are required to pay for orders via the payment options in our checkout channels, before their orders can be processed.
What areas do you deliver to?
At the moment we deliver mainly to places within Lagos.
Depending on the situation we might be able to deliver to other parts of Nigeria.
What if you cannot deliver to my location?
In this case, kindly reach out to us via any of our customer service channels.
Can I change my delivery address after checking out?
No, you cannot change your delivery address after you checkout. We advise that you take your time before you place an order on the website.
What is your shipping window?
We have a delivery window of 1-4 days.
In order to fulfil our religious obligations, we do not open for business or ship out products on Sundays.
What if my delivery does not arrive within the delivery window?
Please contact our customer support team immediately so we can investigate the delay and ensure your order reaches you as quickly as possible.
Are tips allowed?
Yes. You are allowed to tip the dispatch rider as you wish.
My delivery was unsuccessful and I ended up not getting the items I ordered, what do I do?
Kindly reach out to our customer service team as soon as possible to arrange a solution. Depending on the circumstances surrounding the failed delivery attempt (such as being unreachable at the provided address), you may be required to cover the logistics cost for a second attempt.
You also have the option to pick up your order directly from our physical store. If you choose to send a designated person or a third-party delivery service to collect the items on your behalf, they must present your original order confirmation details before we can authorise the handover.
Can I ship my order to multiple addresses?
No. You will need to create separate orders for each delivery address.
ACCOUNTS & ORDERS
Can I cancel an existing order?
All orders placed on our website are final. Due to our automated fulfilment process and strict pharmaceutical handling protocols, an order cannot be modified, updated, or cancelled once checkout is completed.
We strongly advise reviewing your selected items and delivery details carefully before confirming your purchase.
Can I modify an existing order?
All orders placed on our website are final. Due to our automated fulfilment process and strict pharmaceutical handling protocols, an order cannot be modified, updated, or cancelled once checkout is completed.
We strongly advise reviewing your selected items and delivery details carefully before confirming your purchase.