Frequently asked questions

Our Services

What are your hours of operation?

The website is operational 24 hours a day and 7 days a week, the customer support is available from 9:00 AM-12:00 AM, Monday-Saturday.

Are medications available at genuine?

The medicines procured at are completely safe and bought directly from manufacturers or from their authorized distributors, no other 3rd party retailer/pharmacy/hospital is involved in the process. We make sure that all our medications are 100% authentic and genuine. Any product that does not meet our quality requirements will not be found in our inventory.

Does have an outlet?

Yes, has a retail Pharmacy outlet which is located in our head office at Main Denso Hall Market, M.A Jinnah Road Karachi Sindh Pakistan.

How do i contact dawailo?

You can contact by phone, through our contact us form or you can visit our outlet for any queries.

How can i find out more information about a product?

Feel free give us a call or send an email to and an expert member of our team will be happy to assist you.

Can i speak to a pharmacist?

You can speak to one of our pharmacists on the telephone or via live chat on our website..

How do I register my given feedback regarding your service?

We take customer complaints and feedback very seriously. You can give us feedback by contacting us by phone, email or our live chat.

Ordering & Payments

How do i order?

Ordering from our website is easy and simple. Browse through the categories and select your chosen medication or product to the cart. Once you have completed your selection, simply complete the checkout process by inserting your delivery and payment information. Alternatively you may upload your prescription and complete the checkout process where one of our customer service representatives will contact you to confirm your prescription medication. Once the checkout process is complete your order will be delivered to your doorstep in the advised time frame.

You may also call our pharmacy directly and place your order with a customer service representative or place your order online for in store collection at on our pharmacy outlets.

How do I send my Prescriptions to you?

You simply click the upload prescription icon on website where you will be asked to upload your prescription and complete your delivery information. Alternatively you may also use the following methods to send us your prescriptions:

☉ Send your prescription by email to

☉ Send your prescription by whatsapp on 0302 1256787

NOTE: Prescription will be verified at the time of placing your order.

Is there any limit on the number of prescriptions that i can upload?

No, you can upload multiple prescriptions from the same account.

Are my details safe when ordering online with dawailo?

Yes! Any personal details you share with us are completely safe. Your personal information is treated with complete confidentiality and only accessible by our pharmacy staff or doctors. Our advance website encryption systems ensures that no one is not authorized will be able to access your personal details.

What if i can't find the products/medications in your website?

 We are constantly updating our product line but there is a possibility that some medicines aren’t available. However, if that’s the case you can directly call our customer services team or request a call back.

Can i make a repeat order?

Yes. Existing customers can use the “Repeat Order” option, which is found in the order history section of each customer account. bar. Repeat orders can also be made from the “Order History” section once you login to your Patient Area.

Can i cancel my order?

Once your order has been processed you can only cancel your order before it leaves for delivery. Once you receive an email saying that your order has been dispatched you won’t be able to cancel it.

You will be able to cancel by calling the Customer Services on 0302 1256787

What forms of payment does accept for online orders?

Currently we are accepting two forms of payment Cash On Delivery (COD) and Online Transfer directly to our account. We are in the process of including all available forms of online payments in Pakistan.

What is our return policy?

If you validly cancel your order (as per Cancellation policy above), we will issue a full refund within seven (7) working days.


Which cities does deliver to?

We deliver to all cities within Pakistan.

How long will it take to recive my order?

For orders placed before 6 PM with a valid prescription:
☉Within Karachi: Same day delivery
☉Rest of Pakistan: Within 48-72 hours

What are your delivery charges?

Within Karachi:
Free delivery in Karachi for orders above Rs. 500,
Free delivery all other areas within Karachi for orders above Rs. 2000.
For all other cities in Pakistan standard courier charges apply.

Can i change my delivery address after i have placed my order?

You can request for a change of delivery address before your order leaves for delivery. Once you receive an email saying that your order has been dispatched you won’t be able to cancel it.


I have forgotten my username/password. How do i get access to my online account?

Please click “Log in” and then select “I’ve forgotten my username” or “I’ve forgotten my password”. You then enter your email address and you will receive a response by email with your login details.

I am facing technical difficulties ir trouble using the website or placing an order online.

If you face any kind of difficulties you may call our customer service by phone or live chat on our website.