Discover trusted, authentic health and wellness products at BIG Pharmacy Online Store. Enjoy great value, fast delivery, and a seamless shopping experience with our 100% authenticity guarantee.

1. HOME DELIVERY VIA COURIER SERVICES (via courier)

We provide delivery across Malaysia and currently offer international shipping to Singapore only.

For orders delivered to Singapore, please take note of the following:

• Products under the Health Food category are limited to a maximum of 2 units per order.
• All Singapore-bound parcels are subject to Singapore Customs clearance. Should any additional taxes, duties, customs fees, or other charges be imposed by the relevant authorities, all such charges shall be fully borne by the customer. BIG Pharmacy will not be responsible for any additional charges incurred during the customs clearance process.

We deliver on Monday – Saturday, excluding the first Saturday of every month and local public holidays.

All orders will be processed within 3-7 working days. Tracking number will be provided through email once we have shipped out your order.

Please expect 2-5 working days for West Malaysia (Peninsular) and 5-10 working days for East Malaysia (Sabah/Sarawak) to receive the order once the shipment is out for delivery.

Any changes on delivery address is not allowed after payment is made.

3 attempts of delivery will be made for every order. If the courier company still unable to reach customer after the third attempt, the order will be deemed cancel and customer shall bear all the cost incurred during the delivery process (delivery cost & etc).

If you have not received your order within 3 to 7 working days after you received your tracking number, please contact us at customercare@bigpharmacy.com.my.

Shipping Rates

Domestic Delivery
Postage fees for domestic delivery are as below:

• West Malaysia (Peninsular) – RM6.20 for first 5KG, additional RM2 for the following KG.
• East Malaysia (Sabah/Sarawak) – RM11.20 for 1KG, additional RM10 for the following KG
• Enjoy RM5 OFF on Shipping Fee for orders over RM150, available for both West and East Malaysia. 

FAQ:

1. What if I’m not there when the driver arrives?
   If the driver has arrived at your location and no one is available for pickup within 5 minutes from arrival time, and/or you cannot be contacted or you have provided an invalid pickup address, our fleet will continue with his route and your order will be automatically cancelled.
   
   
2. My item was damaged during delivery
   If your item was damaged during the course of delivery with us, please send us an email with the below details:
   - Make sure you notify us within 24 hours via customercare@bigpharmacy.com.my
   - Kindly compile: name, contact details and order number (Order #XXXXX) image of the item when received.
   
   
3. What if the driver does not show up?
   Please check your delivery address is correct. Currently same day delivery is only within a selected area of Klang Valley. Goods will be sent only to the address provided by you in the ‘Shipping Address’ section before completion of your payment in the checkout page. Customers are not allowed to change the delivery address after the order is confirmed. Please note that delivery address inaccuracies and/or discrepancies may result in order cancellation. You are advised to check the designated delivery area prior to your placement of any Order. We shall reserve our rights to inform you earlier and to cancel your Order if we are unable to deliver to your location.

2. CLICK & COLLECT (Pick-up at selected BIG Pharmacy stores in West Malaysia)

For Click & Collect orders, you may choose from 50 BIG Pharmacy stores across West Malaysia as your preferred pick-up point. Pickup availability for your selected store will be displayed on the product page and cart page for your reference.

Orders placed before 5:00 PM will be prepared and ready for collection within 3 hours. Orders placed after 5:00 PM will be processed and ready for collection on the next day.

During checkout, you will be required to create a 4-digit PIN for order verification purposes.

Once your order is ready, you will be notified via email for collection at your selected store. To collect your order, you must provide the correct 4-digit PIN to our store personnel for verification. If you have authorized someone else to collect on your behalf, they must also provide this PIN at the time of collection.

This service allows you the convenience of collecting your order at any time during the store’s operating hours, with assistance from our store personnel.

All Click & Collect orders are free of delivery charges, regardless of the selected store.

Please note that orders must be collected within 5 days from the date of notification. Uncollected orders after this period will be automatically cancelled, and a refund will be processed in accordance with our refund policy.

For more information, please click here.

 CANCELLATION

1) BIG Pharmacy reserves the rights to cancel any orders if the product is not available for any reasons. We will notify you if that is the case and return any payment that you have made. Refund will be credited into your credit card or bank account depending on the period of time your financial institution required to arrange for the refund.

2) You are not allowed to cancel the order once an order confirmation email is issued and/or the parcel has been collected by courier rider. 

RETURN / REFUND

3) You shall examine the goods immediately upon receiving for any deficiencies and/or damages. Claims (if any) must be lodged via our customer service email at customercare@bigpharmacy.com.my within 7 days upon receiving, otherwise we reserve the rights to reject the claim. 

4) Upon confirmation of the Return/Refund item, customer is required to send back the product using the consigment note provided by our customer service.

5) You shall be responsible for the risks and condition of the product to be returned until it is received by us. We shall hold no liability for any loss or damage to the product prior to the product received by us. You are advised to pack the product safely to prevent any loss or damage to the product or its box or its original packaging.

6) Exchange of the product or refund for the product can be arranged for the following reasons:

• If the products delivered is in damaged or defective condition: or
• If the products is near expiry or expired; or
• If the product is different from the order delivered. Products for return or refund shall be returned in its original condition, quantity and packing as it first delivered to customer together with proof of purchase.

7) We will inspect the returned product upon return by you. If one or more of the conditions in clause 5 above is fulfilled, you are entitled to choose between an exchange of the product if the product is available in our stock, or for a refund to be made to you through your payment account (credit card/debit card/bank account), within 30 days from the approved return date.

8) Products/Items that are classified under medical devices, disposable items, one time used items are strictly not exchangeable or returnable for hygienic purposes.

9) Good returned for a refund shall be refunded at the price which you had paid at the point of ordering.

10) If a product which was ordered and invoiced is not included in the delivery, we shall either refund you the value of the product or replace the product. 

11) If any product(s) which was not included in your order was delivered to you, we shall collect the product from you.

12) If you have been charged for a product which has not been delivered, we shall refund you the value of the product as originally charged to you. 

13) Customs procedures and regulations vary by country and may result in outcome beyond our control. Any international deliveries held by customs are not the liability of our company.

14) Promotion/Sale items and purchases made with discount coupons are non-refundable nor exchangeable.

 If you wish to seek further information or assistance, kindly email our e-commerce platform customer service at customercare@bigpharmacy.com.my.