FAQs
Everything you need to know about orders, shipping, returns, and caring for your products. Can't find your answer? Reach out anytime.
Orders & Purchases
How do I place an order?
Browse the store, add items to your cart, and check out. You can order as a guest or create an account to track orders and reorder faster.
How can I track my order?
Once your order has been issued, you will receive an email or whatsapp with your tracking number and courier details.
You can also log into your Medica Energy account to check real-time delivery updates.
Can I cancel or edit my order after placing it?
If your order has not yet been processed or shipped, you can contact our customer service team to request changes.
Here’s what to do:
- Reach out to us through email, live chat, or the Contact page as soon as possible.
- Have your order number ready when contacting our team.
- We cannot guarantee changes after 24 hours of placing your order, as processing may have already begun.
Please note that once an order is shipped, cancellations are no longer possible. Check Return & Refund Policy.
Can I get an invoice for my order?
Yes. An invoice is sent with your order confirmation, and you can request a copy anytime through Contact Us.
What if there's a problem with my order or an item is missing?
Contact us with your order number and we'll resolve it fast, whether it's a missing, incorrect, or damaged item.
What payment methods do you accept?
KNET, KFAST, Mastercard, Visa and American Express.
Is it safe to pay on your website?
Yes. All payments are processed through secure, encrypted gateways. Your card details are never stored on our servers.
Shipping & Delivery
Where do you deliver?
We currently deliver across Kuwait.
How long does delivery take?
Order before 12 PM and we deliver the same working day, between 4 PM and 11 PM. Orders after 12 PM arrive the next working day. We do not deliver on Fridays or Saturdays.
How much is delivery, and do you offer free delivery?
Delivery is KWD 1.250. Delivery is free on orders of KWD 15 or more.
Can I change my delivery address after ordering?
Contact us right away. If your order hasn't been dispatched, we'll update the address. Once it's out for delivery, we can't change it.
What happens if I miss my delivery?
Our courier will attempt to reach you to reschedule. If delivery fails, contact us and we'll arrange another attempt.
Returns & Exchange
What is your returns policy?
Returns are accepted within 14 days of receiving your order, provided that:
- Items are unused and unopened.
- Products are in their original condition and packaging.
- Proof of purchase is available.
Please note that certain personal care items may not be eligible for return due to hygiene reasons.
Are delivery fees refundable?
Delivery/Shipping charges are non-refundable once an order has been fulfilled and shipped.
How do I start a return?
Contact us with your order number within 14 days of delivery. We'll confirm eligibility and arrange collection.
When will I receive my refund?
Once we receive and inspect your return, the refund is issued to your original payment method. Your bank may take a few days to post it.
Can I exchange an item instead of refunding it?
Return the item, and once the return is accepted, place a new order for the replacement. That's the fastest way to get what you want.
What if my item arrives damaged or incorrect?
Contact us with your order number and a photo. We'll replace it or refund you.
Products & Authenticity
Are all your products 100% authentic?
Every product we sell is sourced directly from the brand or its appointed regional distributor. Nothing is grey market or parallel imported.
Do you sell testers or used products?
No. We only sell brand-new, sealed products.
Why is a product out of stock or unavailable?
High demand or restocking cycles can cause temporary shortages. Check back soon, or contact us to ask about restock timing.
Can I request a brand or product you don't stock yet?
Yes. Send us your request through Contact Us. We're always expanding our range based on customer demand.
Do you supply clinics, pharmacies, or hospitals?
Yes. We work with clinics, pharmacies, and healthcare providers. Contact us to discuss bulk or trade orders.
General Oral Health
How often should I replace my toothbrush or brush head?
Every 3 months, or sooner if the bristles look frayed. A worn brush cleans less effectively.
Electric or manual toothbrush, which is better?
Both clean well when used correctly. Electric brushes can make consistent technique easier, especially for kids or anyone with limited dexterity. Choose what you'll use properly twice a day.
How often should I use mouthwash?
Usually once or twice a day, after brushing. Follow the directions on your specific product.
Do I still need to floss if I use mouthwash or a water flosser?
Yes. Mouthwash freshens and reduces bacteria but doesn't remove plaque between teeth. Flossing or interdental cleaning does the physical work that brushing alone misses.
What are interdental brushes for?
They clean the gaps between teeth that a regular toothbrush can't reach, helping prevent plaque buildup and gum problems.
Do tongue scrapers help with bad breath?
Yes. Much of the bacteria behind bad breath sits on the tongue. Regular scraping can noticeably improve freshness.
Is kids' toothpaste safe if swallowed?
Kids' toothpastes are formulated for children, but they're meant to be spat out, not swallowed. Supervise young children and use only a pea-sized amount. Follow the age guidance on the pack.
How much toothpaste should I use?
A pea-sized amount for adults and children over 3. For younger children, a smear the size of a grain of rice, with adult supervision.
Still have questions?
Can't find what you're looking for? Send us a message and our team will get back to you shortly.
Quick Links
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