FAQs

If you have other questions, please contact our Customer Support Team via WhatsApp +6011-57706396 or email estore@aapharmacy.com.my.


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If you have an issue or question that requires immediate assistance, you can click the button on the bottom right to chat live with a Customer Service representative.

If we aren’t available, drop us an email and we will get back to you within 24-36 hours!

AA VIP Member

a.k.a “Absolutely Amazing VIP Member” – it’s an exclusive reward program designed for members to collect and redeem points, as well as to enjoy various product discounts at AA Pharmacy outlets and E-store.

Apart from enjoying Everyday Low Price, members are also entitled to the following benefits:

1/ Free lifetime membership
2/ Free 200 welcome points instantly
3/ RM10 Birthday e-Voucher with min. spend of RM50 in a single receipt on birthday month (exclude milk powders, diapers, and test kits)
4/ Collect and Redeem points as Cash Voucher
5/ Spend RM1 = Earn 1 point
6/ Collect 1000 points = Redeem RM5 voucher to be used in store or online
7/ Get track of your purchase and/or medication history
8/ Be the first to know about our exclusive promotions and discounts

No, certain items are not entitled for point reward, such as certain brands of Milk Powder, Sanitary Pads and Liners, Diapers, and selected medicines or other items under the Company's discretion from time to time.

No. All your membership points below 1000 points will not expire. Accumulated points will be auto-converted to Cash Voucher once it has reached 1000 points and above. The conversion rate is 200 points equals to RM1. Minimum redemption is a block of 1000 points, equivalent to RM5.
Conversion will commence on every 10th-11th or 25th-26th on the following month. The cash voucher's expiry will be one year from the date of point conversion.

Create Account & Login

Yes, you still need to sign up an online account in order to enjoy our exclusive deals on E-Store.

No, you do not need to pay, it is free-of-charge.

Order & Shipping

All orders will be processed within 2-3 working days and shipped out as soon as possible after packing. Tracking number will be provided via email once your order is shipped out.

Orders will be delivered:
Within Peninsular Malaysia: 3-5 working days
Within East Malaysia: 5-8 working days

For urgent orders (same day delivery), you can order through the nearest outlets as they do provide home delivery service, COD or pickup. Refer https://www.corporate.aapharmacy.com.my/storelocator/ to check out the nearest store around you.

Upon successful payment, you will receive a confirmation email. You may click onto the 'View Your Order' column.
Alternatively, you may track your order at https://www.ninjavan.co/en-my/tracking using the tracking number provided in the email.

Please make sure you tracked your order at this tracking page https://www.ninjavan.co/en-my/tracking.
Alternatively, you may contact our Customer Support Team via WhatsApp +6011-57706396 or email estore@aapharmacy.com.my.

No. Shipping fee will be calculated based on the weight of the order and the delivery destination. The shipping fee can be viewed upon checkout.

No, currently we do not ship internationally. In the event that delivery to some locations is not possible, you may contact our Customer Support Team via WhatsApp +6011-57706396 to arrange for delivery to an alternative address.

Cancellation, Exchange, Return & Refund

Customer is not allowed to cancel order once the order is confirmed (i.e., A confirmation email is sent) and/or the parcel has been collected by the appointed courier company.

AA Pharmacy E-Store reserves the right to cancel any orders if the product is not available for any reason. If this occurs, notification will be sent to the customer via WhatsApp or email, and payment will be refunded accordingly. The refunded amount will be credited into customer’s payment account (i.e., Credit card/bank account/e-wallet/FPX) within 7-14 working days from the refund date.

Return(s) & exchange(s) are only allowed with the same/different product with equal value or lower value to that of the return/exchange product. Our Customer Support Team will review each customer’s application on a case-by-case basis and, at its sole discretion, determine whether the customer’s application is successful and provide instruction for the next course of action.

Exchange/Return/Refund of products can only be arranged for the following reasons:
- If the product is damaged or defective (Damage)
- If the product is near to expiry (less than 3 months) or expired (Faulty)
- Missing quantity of products from the Order placed (Incomplete)
- If the product is different from the product description upon ordering (Wrong)

Notes: Products for exchange, return and refund shall be returned in their unused, original condition, quantity and packaging as it first delivered to customer. Valid photo/video evidence is required for review/investigation by our Customer Support Team.
For more information, please refer to our Refund Policy.

Below is the list of items and certain conditions that are NOT applicable for exchange/return/refund:
- Disposables
- Probiotics (temperature sensitive)
- Test trips
- Personal hygiene products (such as face masks, grooming products, etc.)
- Does not fit (wearable items such as face mask)
- Change of mind
- Free gifts
- Promotional items and purchases made with vouchers or discount coupons are neither refundable nor exchangeable.

Upon confirmation of the Exchange/ Return/ Refund item(s) by our Customer Support Team, the product shall be returned to us by the customer using any courier services of his/her choice. Customer shall be responsible for the risks and condition of the product to be returned until it reaches us at AA Pharmacy (Office & Warehouse). AA Pharmacy E-Store shall hold no liability for any loss or damage to the product prior to the product received by us. Customers are advised to pack the product in a Safe and Secure Manner to prevent any loss or damage to the product or its box or its original packaging.

Once the returned product is received, a quality check (QC) will be performed. If the item is received in an acceptable condition, customer is entitled to choose between an exchange of the product (This is subjected to stock availability) or for a refund to be made to you through your payment account (credit card/debit card/bank account). We will also reimburse the customer of its courier charges for returning the product(s) provided that the courier payment slip/receipt is provided to us upon seeking a refund.

Walk-ins strictly will not be entertained at any AA Pharmacy retail outlets.

RETURN ADDRESS & NOTE:
Attention to: AA Pharmacy E-Store
AA Pharmacy Healthcare Sdn Bhd (Office & Warehouse)
No. 11, Jalan Pemaju U1/15, Seksyen U1, HICOM Glenmarie Industrial Park, 40150 Shah Alam, Selangor.

Walk-ins will NOT be entertained at any AA Pharmacy retail outlets for exchange/return of item(s) bought from E-Store.

Upon approval for order refund, AA Pharmacy E-Store will take 2-3 working days to process the refund request and another 7-14 working days for the bank/payment gateway to process the refund.

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