Frequently Asked Questions

The eStore extends Generika Drugstore’s healthcare experience to digital channels, giving customers a convenient way to access available quality and affordable medicines and healthcare essentials from home.

Visit the official Generika Drugstore website for company news, service updates, promotions, and career information.

Official website: https://www.generika.com.ph/

Generika Drugstore is part of Ayala Healthcare Holdings, Inc. (AC Health) and has served Filipino communities since 2003.

• Official digital channel of Generika Drugstore
• Access to available quality and affordable healthcare products
• Convenient online ordering and delivery
• Customer support for order and account concerns

Facebook: GenerikaDrugstorePH

Instagram: @generikadrugstore

TikTok: @generikadrugstoreph

YouTube: @GenerikaDrugstorePHOfficial

Website: https://www.generika.com.ph/

Generika Drugstore eStore: https://store.generika.com.ph/

Shopee Official Store: generika_drugstore

Lazada Official Store: Generika Drugstore

TikTok Shop: @generikadrugstoreph

The Customer Support Team can assist with questions about orders, deliveries, payments, prescriptions, products, and accounts.

Email: support-estore@generika.com.ph

Send compliments, suggestions, or recommendations to the Customer Support email address. Feedback will be reviewed to help improve the eStore’s products and services.

Email: support-estore@generika.com.ph

Use the official Store Locator and search using your preferred location. Store details and contact information may vary by branch.

Store Locator: https://www.generika.com.ph/store-locator/

Customer Support is available Monday to Friday, from 8:00 AM to 5:00 PM, excluding applicable holidays. Inquiries received outside these hours will be handled on the next business day.

• Wrong, missing, damaged, defective, or expired item
• Delivery or tracking concern
• Payment or duplicate-charge concern
• Prescription-upload concern
• Website or account concern
• Other order-related concern

• Order number
• Name and registered email address
• Clear description of the issue
• Photos, videos, receipts, or other supporting documents, when applicable

Products sold through Generika Drugstore’s official channels are sourced through authorized channels and are handled in accordance with applicable regulatory and quality requirements. Regulatory classifications may differ by product category.

No. A valid prescription is required before prescription medicines can be dispensed and the order processed.

GeneriKard availability and benefits may differ between physical stores and digital channels. Refer to the payment and loyalty options displayed in the eStore or contact Customer Support before placing your order.

Generika Drugstore offers Libreng Konsulta programs at participating branches. Schedules and availability vary, contact the nearest branch before visiting.

The expiration date varies by product and batch. Customers should check the expiration date printed on the product packaging upon receipt and should not use any product beyond its expiration date. Contact Customer Support immediately if you receive an expired item or have a concern about the product’s remaining shelf life.

The Generika Drugstore eStore is an official digital channel of Generika Drugstore where customers can browse and purchase available medicines, vitamins, wellness products, personal care items, medical devices, and other healthcare essentials online.

• Read the product label and patient information before use.
• Follow the dosage and instructions given by your doctor, pharmacist, or the product label.
• Keep medicines out of reach of children.
• Follow the recommended storage conditions.
• Do not use medicines beyond their expiration date.
• Consult a doctor or pharmacist if you have questions or experience an adverse reaction.

Note: Health tips and articles are for general education and do not replace professional medical advice, diagnosis, or treatment.

• Prescription medicines, subject to prescription verification
• Over-the-counter medicines
• Vitamins, minerals, and dietary supplements
• Personal care and hygiene products
• Medical devices and healthcare accessories

Claims may be reviewed for concerns such as a wrong or missing item, damaged or defective product, expired product, product-quality issue, item materially different from its listing, lost package, duplicate charge, or paid order that was not fulfilled. All claims require verification and supporting information.

Note: Change-of-mind requests, customer ordering errors, improper storage or use after delivery, unsupported claims, and requests submitted outside the allowable period may not qualify. Do not return an item unless instructed by Customer Support. Items purchased through the eStore cannot be returned to a physical Generika Drugstore branch unless expressly authorized.

The Privacy Policy explains how personal information is collected, used, stored, disclosed, retained, and protected in accordance with the Data Privacy Act of 2012 and other applicable requirements.

Privacy Policy: https://www.generika.com.ph/privacy-policy/

The Terms and Conditions governing use of the eStore should be reviewed before creating an account or placing an order. Access the current version through the Terms and Conditions link displayed on the Generika Drugstore eStore.

The certificate is available through the official Generika Drugstore website.

NPC Certificate of Registration: View PDF

You may register again if the email address is available for use. A new registration will be treated as a new account, and information from the deleted account will not be restored.

Customers are encouraged to maintain one account to keep their order history, saved addresses, and account information together.

Registration is currently completed using an email address. If additional sign-in options become available, they will appear on the Login or Sign Up page.

If guest checkout is available, you may place an order without creating an account by providing the required checkout information. Guest order details will not be saved under an eStore account. To keep an order history and saved addresses, select the option to create an account during checkout.

Yes. You need to verify your email address to help secure your account and ensure that order updates and account-related notifications are sent to the correct email address.

• Visit the Generika Drugstore eStore.
• Select Login or Sign Up.
• Enter your email address and select Continue.
• Open the password-setup message sent to your email address.
• Create your password, return to the eStore, and log in.
• Complete your profile by adding your full name, mobile number, and delivery address.
  eStore: https://store.generika.com.ph/

Go to Contact Us and submit an account-deletion request using the first name, last name, and email address associated with your account. Follow the verification instructions sent to you. Deletion will be processed in accordance with applicable legal and regulatory retention requirements.

Note: Account deletion is irreversible. You may lose access to your account, saved addresses, order history, and other account information.

• Confirm that your email address or mobile number was entered correctly.
• Check your Spam, Junk, or Promotions folder.
• Wait a few minutes, then request a new message or code.
• Make sure your device has a stable internet or mobile network connection.
• Contact Customer Support if the message still does not arrive.

Yes. There is no registration or membership fee for a Generika Drugstore eStore account.

Generika Drugstore eStore values your privacy and implements reasonable physical, technical, and organizational measures to help protect your personal information. Your information is handled in accordance with applicable data privacy laws and our Privacy Policy. However, no online system can guarantee absolute security.
Read the official Generika Drugstore Privacy Policy

You will need an email address to create your login credentials. You may also be asked to provide your full name, mobile number, and delivery address to complete your profile and process orders accurately.

Affiliate or promotional partnership opportunities may be offered from time to time. Availability, eligibility, incentives, and participation requirements are subject to the applicable program terms.

Organizations may inquire about employee wellness programs, bulk purchasing, and other corporate healthcare arrangements. Solutions are subject to assessment, availability, and agreement between the parties.

Qualified manufacturers, distributors, and service providers may submit a business inquiry. Prospective suppliers are subject to evaluation and must comply with applicable regulatory, quality, and commercial requirements.

Generika Drugstore welcomes partnership inquiries from organizations that share its commitment to accessible, quality, and affordable healthcare. Opportunities may include corporate programs, supplier relationships, franchising, and other approved initiatives.

Visit the official franchise page to learn about the current process and register for an Investor Briefing.

Franchise page: Open a Generika Drugstore Franchise

Email: franchising@generika.com.ph

Mobile: 0917 805 4291

You may request cancellation while the cancellation option remains available in your order details. Select the order, choose Cancel Order, and provide the reason. Once an order has been packed, handed to the courier, or otherwise progressed beyond the cancellable stage, cancellation may no longer be possible.

Returns, replacements, and refunds are subject to verification, the nature of the concern, applicable laws, and the Generika Drugstore eStore Return and Refund Policy. Contact Customer Support as soon as possible and provide your order number, a description of the issue, and supporting photos or documents when applicable.

Eligible senior citizens and persons with disabilities may receive the applicable mandatory discount on qualified purchases after submitting the required information and documents for verification. The discount is subject to applicable laws, implementing rules, and platform procedures.

A valid prescription issued by a licensed physician is required for prescription medicines. Upload or submit the prescription when requested. The prescription must be verified before the medicine can be dispensed and the order processed.

Browse the products available on the Generika Drugstore eStore, add your selected items to your cart, proceed to checkout, provide the required delivery and payment information, and confirm your order. All orders are subject to product availability and any required verification.

Log in to your Generika Drugstore eStore account and open your Orders page. Tracking information becomes available after the order has been handed over to the courier. Guest customers should use the order updates sent to their registered email address or mobile number.

Eligible promotions and vouchers may be applied based on their terms, qualifying products, minimum purchase requirements, participating payment methods, redemption limits, and validity period. Review the promotion terms before checkout.

The following are general estimates for serviceable addresses. Actual delivery time may vary depending on the exact location, courier capacity, weather, holidays, product availability, and other operational conditions:

• Metro Manila: 1–3 business days
• Greater Metro Area and Luzon: 2–5 business days
• Visayas: 5–9 business days
• Mindanao: 6–10 business days

Note: The final estimate shown during checkout or in your order details will apply to your order.

MedPadala is an electronic gift certificate that may be used for eligible purchases through participating Generika Drugstore channels. A MedPadala code and PIN may be used by the purchaser or shared with an intended recipient.

Learn more or purchase a MedPadala electronic gift certificate at medpadala.com.ph

Available payment methods will be displayed during checkout. Depending on current platform availability, these may include:

• Cash on Delivery (COD)
• GCash
• Maya
• Credit or debit card
• Bank transfer or other supported electronic payment channels
• MedPadala using a valid code and PIN

Note: A payment method may be unavailable for a particular order, location, or transaction. Always refer to the options shown at checkout.

The Generika Drugstore eStore delivers nationwide across the Philippines. Delivery remains subject to address serviceability, fulfillment-store assignment, and courier availability. Please enter your complete delivery address during checkout to confirm availability.

Availability depends on the inventory of the assigned fulfillment location. A product may become unavailable or its requested quantity may be adjusted if inventory changes before the order is confirmed.