1. Where we ship
Orvion ships within the United Arab Emirates (Abu Dhabi, Dubai, Sharjah, Ajman, Umm Al Quwain, Ras Al Khaimah and Fujairah) and the United States.
2. Delivery timelines
- Dubai & Sharjah: next business day delivery if the prescription is approved and dispensed before 14:00 GST.
- Abu Dhabi: 1–2 business days from dispensing.
- Northern Emirates (Ajman, UAQ, RAK, Fujairah): 2–3 business days from dispensing.
Delivery timelines start from the moment the prescription is dispensed by the pharmacy, not from the moment of payment. Doctor review typically takes a few hours but can take up to 24 hours.
3. Shipping fees
Standard shipping is included in every Orvion subscription and one-off order. There is no separate shipping line at checkout. Cold-chain shipping for temperature-sensitive medication (e.g. GLP-1 injectables) is also included at no extra cost.
4. Packaging & discretion
Every order ships in plain, unbranded packaging. The exterior shows only the recipient's name and address — no medication name, treatment category or Orvion branding. The pharmacy invoice, dispensing label and patient leaflet are inside the package.
Temperature-sensitive medication ships in an insulated box with a gel pack and a temperature indicator. If the indicator shows the package was outside the safe range on arrival, do not use the medication — contact us within 24 hours for a replacement.
5. Proof of identity on delivery
For controlled or prescription-only medication, the courier may require the recipient to present a valid Emirates ID matching the name on the order. If no one is available to receive the package, the courier will attempt redelivery the next business day. After two failed attempts, the package returns to the pharmacy and we will contact you to arrange redelivery or, if not collected, refund per our Refund Policy.
6. Tracking
You receive a tracking link by email and SMS as soon as the pharmacy hands the parcel to the courier. The tracking link shows live status updates and estimated arrival time.
7. Delays
Couriers occasionally experience delays due to weather, public holidays or address verification issues. If your order has not arrived within the published timeline, contact us and we will investigate with the courier within one business day. If the parcel is lost in transit, we will dispatch a replacement at no cost to you.
8. Wrong or damaged items
If you receive the wrong medication, the wrong dose, or a damaged package, do not use the contents. Contact us within 48 hours of delivery with photos of the package and the dispensing label. We will arrange collection and dispatch a correct replacement at no cost.
9. Address changes
You can change your delivery address from your patient dashboard at any time before the pharmacy dispenses the order. Once the parcel is with the courier, address changes are subject to courier policy and may not be possible.
10. Returns of prescription medication
Prescription medication that has left the licensed pharmacy cannot be returned or refunded once it has shipped. This is a UAE regulatory requirement, not an Orvion policy. See our Refund Policy for details on what is refundable before dispensing.
11. Contact
For any shipping question, email hello@orvionresearch.com or call +971 58 301 7175. We respond to delivery enquiries within one business day.