FAQs


Account
You should have an account to be able to place an order. You can register and log into your account: prior to choosing the items to buy or during checkout.

Nevertheless, you can access other portions of the website/mobile application without needing an account.
The "beneficiaries" page under your account basically shows the list of people you assign as recipients of the medicines you ordered or will order aside from yourself. The recipients you choose to receive your order upon checkout along with the beneficiaries you manually add are reflected on this list. Their details (e.g. name, shipping address) are saved here for easier checkout during your order transactions.
Yes. You can modify your preferences on email notifications through your account settings. Please note that urgent and crucial emails (such as order acknowledgement, order confirmation, company policy changes, product recall and the like) are set as default and cannot unsubscribed from.
Yes, you can choose to delete your account through your account settings.
Please be advised that residual information may be stored in our system after you delete your account for strictly recordkeeping or legal purposes.
Orders
Please proceed to our How to Buy page for the detailed ordering process.
The website/mobile application gives you access to the ordering service 24/7 but we can validate and process your order only during our operating hours which is from 8 AM to 5 PM Philippine Standard Time (PST) on Mondays to Saturdays, excluding holidays. If you place an order outside of these times, we will validate and process your order on the following business day.
Yes, you can order medicines and send it to your chosen recipient. During checkout, we provide you the choice on where to ship your order: to your default address, to an existing beneficiary’s address or to a new recipient’s address.
You may also check this FAQ about 'Beneficiaries' page.
No, we currently do not sell any PDEA regulated or controlled drugs.
Over-The-Counter (OTC) medicines can be dispensed without prescription but the law mandates that a prescription medicine be dispensed only upon presentation of a valid prescription.

Once you add a prescription medicine to your virtual cart, our system will automatically ask you to upload your prescription. After you complete the order checkout, we will validate the uploaded prescription before we confirm and process your order.

We also require you to surrender the original copy of the prescription used in ordering once you pick-up your order or when it is delivered to the shipping address you provided.
For safety reasons, we cannot allow the transaction to proceed. The order will be automatically cancelled and the items will not be released to you or your recipient.
Please immediately if your order is for shipment and you have not yet received an order confirmation email so that we can cancel the shipment and you can avoid cancellation fees.
For further details, please read our Cancellation and Refund Policy.
Yes we grant SC and PWD discounts once the credentials (i.e. proof of ID and OSCA/PWD number) we request are submitted and validated. You can apply these discounts during checkout. These discounts are also available for your SC or PWD beneficiaries.
Please note that the law limits the discount per transaction to 1 month supply of maintenance or long-term treatment medicines and 1 week supply of other kinds of medicines.
We currently accept PayPal, Credit Card, Debit Card, Dragonpay and Cash-on-Delivery (COD).
For further details, please see our Payment page.
Order cancellation is only allowed when: (a) Our stock is insufficient to fulfill your order or (b) Uploaded prescription is invalid. When any of these order concerns arise, we will immediately contact you to relay the concern and consult if you want to modify your order or cancel it instead.
For cancelled but paid orders, please read our Cancellation and Refund Policy. for further details.
We use LBC as our shipping partner in delivering your orders. After order confirmation, you can expect to receive it within 1 – 3 business days.
The ECE Marketing branches we use for order pick-ups are open from 8 AM to 12 NN and 1 PM to 5 PM, on Mondays to Saturdays except holidays. You can claim your order at these times and within 7 days of your order confirmation.
We require you to note your order number and present a valid ID upon picking up your order. If your order includes any prescription medicine, we also require you to surrender the original prescription used to order.
Yes. You can send a representative to pick-up your order as long as, along with your valid ID, he presents an authorization letter with your order number indicated and his valid ID.
You can check your order status in the 'My Orders' page under your account. For shipped orders, the tracking number will also be displayed on the page once available.
For safety and health protection reasons, we only allow returns of defective or incorrect orders. You have 36 hours upon receipt of order to contact us and report the problem.
Please read our Returns Policy for further details.
Referrals & Reward Points
Simply recommending The Pharmacy Tree to others gives you the chance to create successful referrals. Once someone signs up with us, indicating you as his referrer, that person will become one of your downlines. Making referrals and downlines increases your opportunity to earn store points.
Every store purchase has an equivalent and corresponding reward point.
Please see our How to earn points page for further details.
1 store point = 1 Php
You can use your accumulated points during order checkout as payment.

Didn’t find what you were looking for? Feel free to contact us! We will gladly entertain your questions or concerns.