FAQ's

1. DELIVERY

We deliver medicines only in Zambia.

2. DELIVERY CHARGES

Delivery is FREE within Lusaka for order value more than ZMK 100 and it will remain free for selected cities like Livingstone, Choma and Mazabuka. Other cities outside lusaka, our delivery charges will be nominal just like other courier comapnies and will be informed before we ship the order.

3. ORDER BY EMAIL

Make a list of all the medicines you'd like to order, upload the prescription. E-mail the list to us at admin@hngapp.co.zm Please ensure that you provide your full mailing address.  We'll call you back to confirm or will get back to you via mail on medicines we service to the given address. Once we confirm the same, the order will be processed. If you have ordered prescription medicines, you need to scan the prescription and send it along with the e-mail. You can also upload a legible photograph if you are unable to scan it. Our service partners will not process your order without a prescription. Our partners will then fulfill the order at the earliest. 

4. Service days and time You can order 24*7 through our web site or App.

We service order 7 days a week . In case of any delay, our agent will inform you on a priority basis. You can contact us on : +260 961457104 (between 8:00 hour and 18 hour). 

5. What if I am not at home when the products are delivered?

In case you are not at home, please nominate a neighbor or someone close by who can receive the order. Ensure that they have the payable amount. 

6. IF MY ORDER DOES NOT GET SERVICED?

We strive hard to service all our orders. We will schedule the orders at your convenient time. However, in case we cannot, we will refund the cost of the medicines as store credits to your WALLET Account. 

7. PAYMENT OPTIONS AVAILABLE

We currently take payments by cash/visa card upon delivey, Airtel money or direct cash deposit or online transfer at our bank account. Bank details are provided on right side menu of the mobile app. Cash could be handed over at the time our service partner hands over the order to you. 

8. HOW CAN I EDIT OR CANCEL MY ORDER?

This can only be done before the order has been shipped, i.e. you need to ensure you send us a mail at admin@hngapp.co.zm with your order number or call us at +260 961457104 for cancellation, before the mail with 'order shipped information' reaches you. 

9. ABOUT PRESCRIPTIONS

If you order a medicine that can only be prescribed by a qualified medical practitioner, then you need to have that prescription ready at the time of placing of order. You can either upload while placing the order if you have it ready or you can e-mail it later with your order ID to admin@hngapp.co.zm

10. CUSTOMER CARE

Write to us at admin@hngapp.co.zm with your queries .

You can also call us at +260 961457104 (08:00 hour to 18:00 hour 6 days a week (Except Sunday) 

11. BUSINESS DEVELOPMENT OPPORTUNITIES AND PARTNERSHIPS

Please contact us at admin@hngapp.co.zm Ensure that your subject line is 'Business Development' for faster reverts. 

12. QUALITY AND AUTHENTICITY OF THE MEDICINES

We ensure that we procure the medicines directly from certified retail pharmacies, importers, distributors or regulated manufacturers. Rest assured, we ensure that you get only quality and authentic medicines that are well within the expiry date. 

13. HOW IS MY ORDER PROCESSED?

Step 1: Customer uploads the prescription Step 2: Pharmacist at our partnered retail pharmacy reviews and digitises the prescription along with a order cart Step 3: Customer will select the required items along with quantity and selects the mode of payment as desired Step 4: We will get products from our partnered retail pharmacy or distributor and deliver the medicine at your doorstep depending upon the availability.

Please note the value shown in the order confirmation screen is just an approximate value and you will know the actual price when it is invoiced in our partnered retail pharmacy after you confirm the order. Exact amount to be paid after it is invoiced at our partner of retail pharmacy. This step is to ensure we collect the exact amount after the invoice is finalized. 

14. HOW WILL I KNOW THE AVAILABILITY OF THE MEDICINE?

Please note that price & stock of medicines change in real time. We are partnered with trusted retail pharmacy to expose real time price & stock information. 

15. WHY CAN'T I CONFIRM ORDER AS SOON AS I UPLOAD THE PRESCRIPTION?

Pharmacists verify the prescription and digitize the same before you can confirm the order. 

16. CAN I BUY GENERIC SUBSTITUTES?

Yes, you can buy generic substitutes provided the doctor writes the generic name instead of brand name in the prescription 

17. CAN I TRACK MY ORDER?

Yes sure. We update you at every stage with sms/email. 

18. WHY DO THE MEDICINES PRICES CHANGE?

Medicine prices vary by economic situation, availability, regulations and often change on a day to day basis due to change in exchange rate at the time of import at distributors level. The process listed on our site act as guidance and help you understand if you are paying the right price for your medicines. The prices displayed on website/app are approximate/indicative prices only and it may vary at the time of invoicing medicines at our partnered retail pharmacy.

19. How do you pack the medicines?

We pack the medicines in a sealed and tamperproof medicine bags and dispatch it to our customers. If you find the seal is broken, please don’t accept the order. For temperature controlled medicines, we pack them in cooler box with enough ice packs and deliver within Lusaka only.

19. CAN I APPLY FOR A JOB ?

     You can send us your CV at admin@hngapp.co.zm or WhatsApp using our mobile app. You will be given priority when we have vacancy. Candidates with basic knowledge of computer and experience in retail pharmaceutical field will be preferred.