Welcome to the new DrGrab Help Centre.
Please browse the FAQ article, to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.
Email us on: email@example.com (Please note that our response time may be upto 3-5 business days)
We appreciate your patience while we revert back to your enquiry and will do everything we can to assist you as fast as possible.
The “My Account” section helps you with all your questions about your account, or problems using our website.
Go through our helpful FAQ articles which can help you navigate through the drgrab.com.au website to your account, to view your orders and even to update your account details; such as your password and so on. We're sure that you'll be able to find the answer you're looking for.
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Service Team. You can Contact Us or send an email to us (email response time may takeup to 3-5 business days), and one of our Team Members will be there at your service to assist you.
You can purchase on our website as a guest. However, it’s always advisable to have an account for your shopping.
It allows you to:
It is convenient for a registered member to make orders and access some features of the Website. Please register with updated personal information including your name, address, and a valid email address, and please ensure the information provided is accurate and up to date.
In case if you have forgotten your password, simply click on “Forgot my password”, and enter your email account. The automated system will send you an email immediately. Follow the instruction and you could reset your password.
At DrGrab, we accept several payment methods. You can complete your purchasewith PayPal, Visa or MasterCard.
All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, DrGrab will not fulfill your order.
Please click on “checkout” and fill in payment information, then click on “continue”, and you will be redirected to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised with any capital letters and spaces.
The "About My Orders”section cover topics relating to the order you have placed on DrGrab. In the articles within this section, you will be able to find answer for the below mentioned questions;
If you have already searched the FAQ section and haven't found the answeryou're looking for, you are welcome to contact our dedicated Customer ServiceTeam. You can Contact Us or send an email to us (email response time may takeup to 3-5 business days), and one of our Team Members will be there at your service to assist you.
Once the payment completed, you will receive an order confirmation email, if not, please re-check in your “spam folder” or “my orders”.
Note: If you receive an email for your payment confirmation, do not panic. As your order is marked high risk due to a potential unauthorized payment, we are happy to receive your confirmation email.
Please kindly log in to your account, and click “my orders”.
In “my orders”, you can check your order history (order number, total amount), order details (shipping address, size, color, quantity etc.) and order status. (Confirmed, processing, shipped)
The status of “confirmed (oder received) ” means you have successfullycompleted the payment, and your order is confirmed by DrGrab. Under thiscircumstance you could change your order details or cancel your order if youwould like to.
The status of “dispatching” means your order is in dispatch. At this stage,changing or canceling the request is invalid.
The status of “shipped” meansyour order is dispatched from our warehouse to the shipping address provided byyou.
If you want to change or cancel your order, please contact us; firstname.lastname@example.org within 24 hours after receiving your order confirmation. But if your order status is shipped, we cannot change or cancel it for you.
The dispatch (or handling) time is the number of business days taken by DrGrab to fulfill the order after receipt of your cleared payment. DrGrab’s estimated dispatch time is 3-5 business days. Once the goods shipped, you will receive an email having details regarding shipping confirmation, tracking number and delivery time is available. You can also check the status in “My Orders.”
The "Shipping Information" section covers topics related to the actual delivery of your order.In the articles within this section, you will be able to find answers about;
If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Service Team. You can Contact Us or send an email to us (email response time may take up to 3-5 business days), and one of our Team Members will be there at your service to assist you.
Standard Shipping (free): Product will be shipped to your doorstep in approx. 3-4 weeks. There are no hidden charges.
Express Shipping: Faster shipping only takes 7-14 business days.
Express shipping takes 7-14 business days, while the standard shipping takes 3-4 weeks for delivery. If the package is not been delivered within specified time, please contact our customer service for help.
(Note：The shipping time does not include the dispatch time which is generally 3-5 business days.)
It depends on the shipping method you choose. Some kinds of shipping methods don’t provide tracking service.
Once your order shipped out, we will send you a shipping confirmation email that includes your reference or tracking number and tracking link which help you track your package. Alternatively you also can find the tracking number and tracking link under My Orders section.
Please note that the reference number is merely a serial number that cannot be used to track your package online, only tracking number works.
For those shipping conformation doesn’t contain a reference/tracking number, please check your mailbox. Once the shipping company provides the tracking number, we will send it to you as soon as possible.
Country wise tracking link: https://www.usps.com
At DrGrab, Products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.
Unfortunately DrGrab has no control over these charges, nor can DrGrab estimate what the additional charges may be as customs policies vary widely from country to country. For more information Please contact your local customs office. When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period.Due to customs regulatory policies, we never list purchased items as a gift or undervalue the product price.
If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Information" section will help you started in the right direction.
We always take care in selecting high quality and trusted goods when we offer them for sale on our DrGrab website, however, sometimes things don't quite go according to plan.
In case if express shipping gets delayed than its scheduled date then DrGrab will refund you the express shipping charges.
If there is anything wrong with the item you received, we suggest you to submit your problems by clicking the "Support" bottom of relative items in My orders，and we will respond you within 2 business days.
If you are not satisfied with the item and want to request a refund. Firstly, please check the Return Policies to ensure if the return is applicable for your order.
Secondly, you have to claim your refund within 30 days from the delivery date.
Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At DrGrab, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.
If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.
To help our Customer Service to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.
Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.
If you are certain that an item is missing from your order, please contact our Customer Service as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or give you a replacement.
If the item you receive is damaged or defective during shipping, you are eligible for a replacement or refund within 7 business days.
Please contact Customer Service and be ready to provide photos or operating videos clearly showing the problem with the item as soon as possible.
Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact Customer Service as soon as possible.
DrGrab offers insurance cover under following circumstances:
In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order.
DrGrab hopes you will be satisfied with every purchase you make. But if you want to return an item, return must be prearranged and authorized by Customer Service and a Return Authorization (RA) form should be obtained from us and a completed copy included in the returned package.
Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable.