frequently asked questions

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  • Saving personal details for faster check-out
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  • Browsing previous purchases for reordering
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We ensure that your personal information is kept private and confidential on our secure servers. All payment information is secured by our payment gateway provider CCAvenue which is PCI DSS certified. Your card details and passwords cannot be accessed by any of our employees. In addition, we request you to also keep your password chosen by you confidential. For more information, please read our Privacy Policy.

You can change your communication preferences from your My Account section after signing in.

To reset your password, please click the “Forgot Password” link on the Sign in page. In case you need any further assistance, please call us on 800BINSINA or reach out to us using one of the options on the contact us page.

You can place your orders online on our website or by calling us on 800BINSINA for deliveries within Dubai. For the rest of the UAE, we will deliver your order to the store nearest to you through our Click & Collect service so you can collect your package at your convenience.

We offer a variety of delivery, collection and payment methods online. Please read our delivery and Click & Collect pages for more information.

No, there is no minimum order currently.

Any product that is out of stock will not be displayed online. In rare cases, a product may be available when you place an order but sold out by the time, we process the order. Should this happen, our team will call you at the earliest.

No problem. You can modify or cancel your order if your order has not been shipped. Please contact us immediately on the 800BINSINA (8002467462) number to inform us about the change.

You can reorder any previously ordered product(s) by accessing your purchase history in your account section after signing in.

We accept all major bank cards online and you can even choose to pay ‘Cash on delivery’ or ‘Card on delivery’. Our driver will carry a card machine (or change in cash) if you have requested for the same at the time of placing your order.

Duties and taxes (VAT) on products have been levied at a standard rate of 5%, wherever applicable, as introduced by the government of UAE on 1 January 2018.

We accept only United Arab Emirate Dirhams (AED).

We will be adding this feature soon; stay tuned for more updates.

All your payment information is safely secured by our payment gateway provider CCAvenue which is PCI DSS certified. You have the option of saving your personal card details for faster check-out. Your full card details will never be displayed, except for the last four digits so that you know which card you are using. Your card details and passwords cannot be accessed by any of our employees. You can also put in a request to delete your card details at any time from your My Account section.

We deliver only within Dubai at the moment but are working hard to grow our network so that we can reach other Emirates in the UAE soon.

All orders by default qualify for 24-hours delivery from the time of placing your order online and 1-hour delivery if you have placed an urgent order via 800BINSINA (8002467462) number. While we try to ensure that we deliver within the promised time, all orders are subject to slight delays during peak/ sale periods etc. In such as case, you will receive a call from our agent to inform you about the same.

Your order will be sent from one of our BinSina store(s) and delivered to your doorstep in a temperature-controlled environment (if required).

Yes, you have the option of selecting your preferred day and time of delivery if you are ordering online. In case you are ordering via 800BINSINA (8002467462) then please inform our agent at the time of placing your order.

We are happy to provide free delivery services to all our customers.

Once your order is ready, you will receive a text message from our delivery partner confirming that your order has been shipped along with tracking information. For orders placed via phone please call back on the 800BINSINA number to follow-up.

Yes, we will need your ID (e.g. id card especially for prescription orders, passport, driver’s license) for verification purposes; especially in case where products ordered require a prescription and/ or insurance details.

No problem. You can change the delivery location as long as your order has not been shipped. Please contact us immediately on the 800BINSINA (8002467462) number to inform us about the change. Our team will try to accommodate your request subject to driver capacity.

However, please note that this might impact the delivery time and we might not be able to deliver to you as promised at the time of making the purchase. In this case, we shall not be liable of any such late delivery. In case it is not possible then we will re-schedule the delivery as your convenience for another time/ day.

Yes, you can. While our team will get in touch with you and schedule another delivery, you can call us on the 800BINSINA (8002467462) number to confirm the same. We reserve the right to levy a redelivery charge where your Order is not accepted at the address supplied to us on the first confirmed date and time of delivery

Unfortunately, that is not possible as some of the products might need a prescription and/ or insurance details for verification purposes.

Simply choose the ‘Click & Collect’ option and your preferred pick up store during the order process. You will be required to make the full payment online so that we can reserve the products for you.

Once you have placed your order, you will receive an email from us confirming receipt. You will receive a call or email or text message confirming that your package is ready for pick up; please wait for this confirmation before you come to the store and don’t forget to bring a valid ID (Emirates ID, Passport, Driving License etc.) and your order confirmation email.

Click & Collect is a complimentary service to all our customers.

Dubai:

Your item(s) will be ready to be collected 3 hours after placing the order

Rest of the UAE:

Your item(s) will be ready to be collected in the next 2-3 days. A member of our instore team will contact you once your item(s) are ready to collection

You will be able to select any BinSina store in your Emirate, except those located at the airport, as per your convenience. The location of your chosen store will appear in your order confirmation page and email.

Sorry due to operational reasons this is currently not possible. You must pick up your order at the store you originally selected. If you are unable to pick up your order at the store you selected, you can cancel your order by calling us on 800BINSINA.

You are required to make the full payment online so that we can reserve the products for you. We accept all major bank cards online. ‘Cash on Delivery’ option is currently not available for Click & Collect orders.

You can cancel your order by calling us on 800BINSINA

Once you have placed your order, you will receive an email from us confirming receipt. You will also receive a call or email or text message confirming that your package is ready for pick up.

You need to bring your order confirmation email and a valid ID (Emirates ID, Passport, Driving License etc.)

Yes, that is possible, but they will need to bring your order confirmation email and a valid ID (Emirates ID, Passport, Driving License etc.)

We will hold your order in store for 10 days after which it will be cancelled, and a refund will be processed. Please note it may take up to 5-20 days for your bank or card issuer to process the transaction.

We have a 5-day return policy if you are not happy with the products ordered for either home delivery or click & collect.

In case of home delivery, you can take the product(s) to the nearest BinSina Pharmacy along with the original invoice. However, you must ensure that the products are as per the conditions stated in the returns process below otherwise, we reserve the right not to grant any or part refund if these conditions are not met.

In case of click & collect, you can hand over the product(s) back to the same store; however, it might take some time for our staff to process the return or refund as they will check with the delivery team regarding the details of your order. We request you to bear with us on this.

In both cases, our staff will first check the eligibility of the returned product(s) based on the terms and conditions mentioned below. If all conditions are met:

  • BinSina Pharmacy will first process a replacement of the returned items where possible. Any replacement will be to your original product specification as detailed on your original order.
  • A refund (or part refund based on the assessment) will only be offered where it is not possible to replace the goods. A refund will be made in the same form of payment that was used to make the initial purchase. Please note it may take up to 5-20 days for your bank or card issuer to process the transaction.

For more information, please read our complete returns and exchange policy with the terms and conditions mentioned on the page

Our brands & partners take tested control measures to ensure that our products are of the highest quality and reach you in the right condition. However, in case the product has arrived damaged, defective or incorrect, please go to the nearest BinSina Pharmacy to report this or contact us immediately through the options on the contact us page.

The item must be returned in the same condition you received it in within 5 days of receipt. Replacement may be available. Defective items may also benefit from a manufacturer’s defects warranty.

In case you need more information on anything, please reach out to us using any of the channels mentioned on the contact us page as per your convenience.