Question 1

How do I order medicines?

Accepted Answer

Click the “Medicine Delivery” button on the AIDE Medical App
Select the medicines you want to purchase
Set the quantity and add item/s to cart
Upload any prescriptions if applicable
Proceed to checkout and pay
Track your order

Question 2

What items can I order for delivery?

Accepted Answer

You can buy medicines, supplements, and other items that are normally found in a pharmacy. You can order both over-the-counter and prescription medicines. An ePrescription from an AIDE doctor or another valid prescription is required to buy prescription medicines (Rx).

Question 3

How do I purchase medicines that require a prescription?

Accepted Answer

When you add a prescription item in your cart, you will be required to attach or upload a prescription. If you have an ePrescription from an e-consultation done through AIDE, simply attach that ePrescription to your order. You can also upload a photo or PDF of a valid prescription from another doctor.

Question 4

Can I buy medicines for my family members?

Accepted Answer

Yes, you can. If you are purchasing prescription medicines for someone else, make sure to attach their ePrescription, or other valid prescription, to the order. If you are buying items to be delivered to someone else, or another location from yours, indicate delivery location, name, and contact information of your intended recipient.

Question 5

Where are the items sourced from?

Accepted Answer

AIDE connects you with leading pharmacies in your area, like Generika Drugstore, to ensure high quality and best prices.

Question 6

Do you honor Senior Citizen or PWD discounts?

Accepted Answer

Yes, the pharmacy partners honor discounts for Senior Citizen and PWD. Discounts are applicable only to the items indicated in the prescription in the name of the Senior Citizen and PWD. Upload a photo of a valid SC or PWD ID for verification of the pharmacist. Details in the prescription and ID must match for the pharmacist to apply a discount. It is the discretion of the pharmacist to determine validity and eligibility of availing Senior Citizen or PWD discounts.

Question 7

What modes of payment are available?

Accepted Answer

AIDE accepts cashless options to pay: GCash, credit card, and online bank transfer. We are working on adding more ways to pay for your convenience.

Question 8

Where do you deliver?

Accepted Answer

AIDE delivers to cities within Metro Manila. We are working on expanding to more locations nationwide.

Question 9

How long does it take to deliver an order?

Accepted Answer

Same-day delivery is done for orders placed on or before our 5:00PM cut-off. If an order is made after 5:00PM, it will be delivered the next day.

Question 10

How much is the delivery fee?

Accepted Answer

Delivery fee is waived for a minimum order of P2,000. Otherwise, a P79 delivery fee will be applied per transaction.

Question 11

How do I track my order?

Accepted Answer

You will receive text messages and in-app notifications when the status of your order changes.

Question 12

Can I authorize somebody else to accept my scheduled delivery?

Accepted Answer

You can indicate the name and mobile number of your authorized recipient before you checkout. In case you are not able to provide this, kindly inform the delivery driver who will contact you when he has arrived at the delivery location.

Question 13

How will I know if the items are available?

Accepted Answer

Before you complete your checkout, you will be asked to give the pharmacist options in case an item from your cart is not available:
Replace item with same generic medicine, alternative brand
Remove item from my order
Cancel the entire order
After you purchase, your order will be sent to the pharmacies in your area for processing. Availability of medicines depends on location/delivery address. AIDE will match you with a pharmacy branch that can give you the most complete order. If there are out-of-stock items, the pharmacist will update your order depending on your preferences you set. Status and details of your order can be viewed in the Notifications page found in your Side Menu.

Question 14

What happens if the items I bought are no longer available after I paid?

Accepted Answer

If there are out-of-stock items in your order, the pharmacist from the store matched with your order will update your cart which you can view in the Notifications page. Your cart will be updated based on the preferences you set for out-of-stock items (replace item, remove from cart, or cancel order). The pharmacist will not proceed with alternative offers that are priced more than the original item.
If there is a difference between the value of your original order and updated order, the difference in amount will be credited back to your mode of payment.
For GCash payments, the amount will be refunded to you within 24 hours from when the pharmacist processed your order.
For credit card and online bank transfer payments, the pre-authorized amount will be released back to you within 7-14 banking days depending on your bank’s policies.

Question 15

Can I cancel my order after I have paid?

Accepted Answer

You may still cancel your order while status is “Order Submitted”. Go to “Notifications”, select the order you want to cancel, select “View Details”. If the order is still valid for cancellation, you will find a cancel button to withdraw your order. Payment will be reversed to your payment method once you withdraw.
For GCash payments, the amount will be refunded to you within 24 hours from when you cancelled your order.
For credit and debit card payments, pre-authorized amount will be released back to you within 24 hours from when you cancelled your order. Please coordinate with your card-issuing bank on how long it will take to reflect in your account. This could take 15-21 banking days depending on your bank policies.

Question 16

I already placed the order, can I still add an item or edit my order?

Accepted Answer

Once an order has been submitted, it can no longer be edited.

Question 17

I received my order, but it’s not as described or damaged. What should I do?

Accepted Answer

If you received an order that does not match what you purchased, did not follow your instructions regarding how to handle unavailable items, or is damaged; please inform us through the chat support button on the AIDE Medical App for assistance.

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Frequently Asked Questions

What is AIDE?

What are the services of AIDE?

Why should I book with AIDE compared to other home healthcare services in Metro Manila?

How do I book a home care appointment?

Where do you provide home care services?

Will I have a choice which medical professional will come to my home?

Will I always receive medical care from the same medical practitioner?

What are the costs of your home services?

How can I pay for my appointments

Can I use my HMO to pay for the service?

Can I get an Official Receipt for the service I paid for?

How can I ensure the medical professionals coming to my home will give me the proper care I need?

Are you available 24/7 for home service?

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If I have more questions, who can I direct them to?

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Is your partner lab certified for RT-PCR testing?

Where can testing be done?

What do I need to do before testing?

How will I receive my results?