Frequently
Asked Questions

If you are placing your first order with us, go to Order Medication on the homepage. Complete the New Patient form and attach your document or prescription by selecting Upload Documents. Then click Submit to place your order. Your order will be attended to as quickly as possible.

Existing patients can go to Order Medication on the homepage, and complete and submit the Repeat, Update or Load New Order form to refill a prescription, make changes to your current order or to load a new order.

Alternatively, orders can be placed by sending the order via e-mail to your nearest Fagron Pharmacy in Johannesburg or Cape Town. Please include the prescription and the following information:

• Details of the person responsible for payment/delivery details
  Title, Surname, Name, Delivery address with a postal code, Mobile number,
  Alternate contact number and E-mail address.
• Details of the Patient
  Title, Surname, Name, Initials, ID Number, Date of birth, Gender

You will receive a confirmation e-mail from the relevant Fagron Pharmacy (please check your Junk/Spam folder if you don’t receive it). Orders received between 8am and 4pm will usually be attended to on the same business day. Orders placed after 4pm will usually be attended to on the next business day. It might not always be possible to adhere to our standard ordering and response timeline. Your patience and understanding in this highly unlikely event would be appreciated.

Compounded medicine is tailor-made to treat individual patients. Your personalised order will be queued for production once you have successfully submitted an order, and received confirmation from the pharmacy.

Orders received between 8am and 4pm on business days (Mondays to Fridays, excluding public holidays) will be queued for production on the next business day (Business Day 1). Upon completion of production, compounded preparations are released for quality checks, and released for collection or assigned to the designated courier on the following business day (Business Day 2).

Our courier services are outsourced, so your delivery is subject to your location and availability of a courier service in your area.

• Business days are Mondays to Fridays, 8am to 4pm, excluding weekends and
  public holidays.
• Orders placed between 8am and 4pm are processed on the same business day.
• Orders placed after 4pm will only be processed the following business day.
• Please do not make a payment without placing an order. If your order is not
  placed, the products will not be queued for production.
• The pharmacy will email an invoice to you for payment. Please check your Spam/
  Junk folder if you can’t find the invoice in your Inbox.
• Please ensure that payment is made to the relevant Fagron branch’s bank
  account. The specific branch’s banking details are included on the invoice.
• Please use your unique account number, displayed on the invoice, as your
  payment reference.
• Send your proof of payment as soon as possible to avoid delays. Orders are only
  released once the payment reflects in Fagron’s bank account.
• Orders are not delivered on weekends or public holidays.
• Example of ordering process:

Order placed on a Monday
Monday (Day 0) – Tuesday (Day 1) – Wednesday (Day 2)*
Orders placed on a Monday will be ready for collection or assigned to a courier on the Wednesday.
* No public holidays are accounted for in this simulation week.

Order placed on a Wednesday
Wednesday (Day 0) – Thursday (Day 1) – Friday (Day 2)*
Orders placed on a Wednesday will be ready for collection or assigned to a courier on the Friday.
* No public holidays are accounted for in this simulation week.

Order placed on a Friday
Friday (Day 0) – Monday (Day 1) – Tuesday (Day 2)*
Orders placed on a Friday will be ready for collection or assigned to a courier on the Tuesday.
* No public holidays are accounted for in this simulation week.

• Orders will be ready for collection from 10am.
• Local deliveries are usually completed within 24 hours of being assigned to the relevant courier company.
• Outlying deliveries are usually completed within 48 to 72 hours of being assigned to the relevant courier company.
• Fridge Line orders are not assigned to courier companies on Fridays or on days preceding public holidays. These orders will only be assigned the following business day to ensure the cold chain is maintained.

Payment can be made electronically via EFT. Deliveries are outsourced, so drivers cannot accept payment on behalf of Fagron.

Card payments are accepted for orders collected from the pharmacy. Regrettably, no cash payments are accepted.

The Fagron branch processing your order will send you an invoice via e-mail when you place your order. (Please do not make a payment without placing an order.) Use the banking details on this invoice when making your payment, including your unique account number as the payment reference. Please be sure to make the payment to correct Fagron branch.

Bank Details:

Fagron Johannesburg

BANK: ABSA Bank
ACCOUNT NAME: Fagron Johannesburg
ACCOUNT TYPE: Current
ACCOUNT NUMBER: 4078095168
BRANCH CODE: 632005
SWIFT CODE: ABSAZAJJ

Fagron Cape Town

BANK: ABSA Bank
ACCOUNT NAME: Fagron Cape Town
ACCOUNT TYPE: Current
ACCOUNT NUMBER: 4087754739
BRANCH CODE: 632005
SWIFT CODE: ABSAZAJJ

Once your order has been assigned to a courier, you might receive a dispatch notification sent via e-mail or text message with the shipment tracking details. Regrettably, some couriers do not offer online tracking. If you haven’t received a dispatch notification and would like to track your parcel, please contact the relevant pharmacy to track it for you.

Local deliveries are usually completed within 24 hours of being assigned to the relevant courier company, while outlying deliveries are usually completed within 48 to 72 hours.

Fridge Line orders are not assigned to courier companies on Fridays or on days preceding public holidays. These orders will only be assigned the following business day to ensure the cold chain is maintained.

Medical aid schemes use their own discretion when investigating reimbursement possibilities for compounded or personalised medicines. Compounded medications do not have National Pharmaceutical Product Index (NAPPI) codes. Fagron South Africa does not submit claims to medical aid, nor do we facilitate medical aid enquiries on behalf of patients. The invoice and copy script supplied by our pharmacies contain the relevant information available for the medical aid scheme to consider your claim.

Valid patient prescriptions must be supplied for all regulated products ordered at Fagron. Certain highly controlled products require an original prescription to be submitted to the pharmacy. Prescriptions are only valid for 30 days from the date of issue by the prescriber unless prescription repeats are indicated by the prescriber. Most prescriptions are valid for a maximum of 6 months or 6 orders from the date of issue. The pharmacist will require an up-to-date prescription for all orders and we won’t be able to process any order unless the mandatory legal documents are in place.

Prescriptions are legal documents and we are obliged to follow well defined regulations published in the South African Medicines and Related Substances Act 101 of 1965 and the South African Pharmacy Act. It is important for our pharmacists and pharmacist assistants to handle, interpret, authenticate and record prescriptions according to regulations. Neglecting to do so can lead to professional prosecution by the South African Pharmacy Council.

Instructions can be found on the product label. These are captured in accordance with the prescription received from your healthcare practitioner. The use of compounded medications differs from patient to patient. If you are unsure as to what the medication is being used for, please consult with the prescribing practitioner.

According to the South African Pharmacy Council’s rules relating to the code of conduct for pharmacists and other persons registered in terms of the Act, pharmacists and pharmacists’ assistants may not re-dispense a medicine previously returned to the pharmacy by another patient, which had been in that patient’s possession.

Furthermore, personalised medicines are made to treat individual patients and are made up especially for that individual, on the instruction of a prescriber. For these reasons, Fagron South Africa cannot accept any returns or refunds for orders placed.

All products have a specific beyond use date (BUD) indicated on the container. This is the date or time after which a product may not be used, and it is calculated from the date of production. Please note that storage conditions may affect the BUD and it is therefore important to store all products according to the specific storage instructions.

Fagron South Africa can assist you with finding a prescriber, supply your personalised hormone replacement therapy, answer questions about hormone replacement therapy and discuss therapy with your prescriber on an ongoing basis for optimal results. Please see the HRT sections under Treatments > Men’s Health or Treatments > Women’s Health to learn more.

Most of our products can be stored at a cool, controlled room temperature (15º to 25ºC) and away from light. If a fridge line product is supplied, it must preferably remain under cold chain management (2º to 8ºC). Some products are more vulnerable to changes in temperature than others. Clear instructions will be provided on all susceptible products to ensure safety and efficacy. Always keep medicine in a safe place and out of reach of children and pets. Heat, air, light and moisture may have an influence on medicine.

An adverse reaction is a harmful and usually unexpected reaction that occurs at normal doses of a product. (A side effect, on the other hand, is an expected and possibly unpleasant effect that occurs with normal usage of a product.) If you suspect that you are experiencing an adverse reaction after treatment with one of our products, it is extremely important to report this reaction to the responsible pharmacist at the relevant Fagron branch as soon as possible. Fagron South Africa deals with adverse drug reporting as a matter of urgency and according to standard operating procedures. Click here to report a potential adverse reaction in Johannesburg or Cape Town.

If your symptoms are severe or life-threatening, report the reaction to your prescriber immediately and go to your nearest emergency room.

Compounded and personalised medicines do not have package inserts. If you have a specific question or concern about your product, and cannot find the relevant information on this website, please reach out to your Fagron pharmacy for support.

Fagron South Africa uses vegetable capsules to prepare all capsules. Additional ingredients in the capsule are indicated on the label.