FAQ

What is Help Center?

Welcome to the new DrGrab Help Centre.

Please browse the FAQ article, to find the answers that best match your question. If you can't find what you're looking for, please feel free to contact us.

Online Form: Click the “Contact Us” or “My orders” at the bottom page and follow the instructions. Our customer care team shall reply within 2 business days. 

Email us on: support@drgrab.com (Please note that our response time may be upto 3-5 business days)

We appreciate your patience while we revert back to your enquiry and will do everything we can to assist you as fast as possible.

About My Account

What is “My Account”?

The “My Account” section helps you with all your questions about your account, or problems using our website.

Go through our helpful FAQ articles which can help you navigate through the drgrab.com.au website to your account, to view your orders and even to update your account details; such as your password and so on. We're sure that you'll be able to find the answer you're looking for.

If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Service Team. You can Contact Us or send an email to us (email response time may takeup to 3-5 business days), and one of our Team Members will be there at your service to assist you. 

Why do I need an account?

You can purchase on our website as a guest. However, it’s always advisable to have an account for your shopping.

It allows you to:

Check the status of your current order and the order history;
Contact Customer Service for general assistance;
Check your shipping and payment information;
Add an item to “My cart” so that you can purchase it in the future.
Manage your coupons

It is convenient for a registered member to make orders and access some features of the Website. Please register with updated personal information including your name, address, and a valid email address, and please ensure the information provided is accurate and up to date.

What should I do if I forgot my password?

In case if you have forgotten your password, simply click on “Forgot my password”, and enter your email account. The automated system will send you an email immediately. Follow the instruction and you could reset your password.

How do I complete the payment?

At DrGrab, we accept several payment methods. You can complete your purchasewith PayPal, Visa or MasterCard.

All payments must be received in full prior to dispatch of goods or issuance of a coupon. In case if your payment is declined by your bank, credit card issuer, or our website, DrGrab will not fulfill your order.

How to redeem the coupon code?

Please click on “checkout” and fill in payment information, then click on “continue”, and you will be redirected to a new page where the coupon code can be redeemed. The code needs to be entered exactly as advertised with any capital letters and spaces.

About My orders

What is “About My Orders”?

The "About My Orders”section cover topics relating to the order you have placed on DrGrab. In the articles within this section, you will be able to find answer for the below mentioned questions;

If you have already searched the FAQ section and haven't found the answeryou're looking for, you are welcome to contact our dedicated Customer ServiceTeam. You can Contact Us or send an email to us (email response time may takeup to 3-5 business days), and one of our Team Members will be there at your service to assist you.

Did I make an order successfully?

Once the payment completed, you will receive an order confirmation email, if not, please re-check in your “spam folder” or “my orders”.

Note: If you receive an email for your payment confirmation, do not panic. As your order is marked high risk due to a potential unauthorized payment, we are happy to receive your confirmation email.

How to check my orders information?

Please kindly log in to your account, and click “my orders”.

In “my orders”, you can check your order history (order number, total amount), order details (shipping address, size, color, quantity etc.) and order status. (Confirmed, processing, shipped)

What does my orders status mean?

The status of “confirmed (oder received) ” means you have successfullycompleted the payment, and your order is confirmed by DrGrab. Under thiscircumstance you could change your order details or cancel your order if youwould like to.

The status of “dispatching” means your order is in dispatch. At this stage,changing or canceling the request is invalid.

The status of “shipped” meansyour order is dispatched from our warehouse to the shipping address provided byyou.

How to change or cancel my orders?

If you want to change or cancel your order, please contact us; support@drgrab.com within 24 hours after receiving your order confirmation. But if your order status is shipped, we cannot change or cancel it for you.

How long it takes for my orders to be dispatched?

The dispatch (or handling) time is the number of business days taken by DrGrab to fulfill the order after receipt of your cleared payment. DrGrab’s estimated dispatch time is 3-5 business days. Once the goods shipped, you will receive an email having details regarding shipping confirmation, tracking number and delivery time is available. You can also check the status in “My Orders.”

About the Shipping

What is “About the Shipping”?

The "Shipping Information" section covers topics related to the actual delivery of your order.In the articles within this section, you will be able to find answers about;

If you have already searched the FAQ section and haven't found the answer you're looking for, you are welcome to contact our dedicated Customer Service Team. You can Contact Us or send an email to us (email response time may take up to 3-5 business days), and one of our Team Members will be there at your service to assist you. 

What shipping methods do you offer?

Standard Shipping (free): Product will be shipped to your doorstep in approx. 3-4 weeks. There are no hidden charges.
Express Shipping: Faster shipping only takes 7-14 business days. 

How long will it take to receive my orders?

Express shipping takes 7-14 business days, while the standard shipping takes 3-4 weeks for delivery. If the package is not been delivered within specified time, please contact our customer service for help.
(Note:The shipping time does not include the dispatch time which is generally 3-5 business days.)

How to track my orders?

It depends on the shipping method you choose. Some kinds of shipping methods don’t provide tracking service.

Once your order shipped out, we will send you a shipping confirmation email that includes your reference or tracking number and tracking link which help you track your package. Alternatively you also can find the tracking number and tracking link under My Orders section.

Please note that the reference number is merely a serial number that cannot be used to track your package online, only tracking number works.

For those shipping conformation doesn’t contain a reference/tracking number, please check your mailbox. Once the shipping company provides the tracking number, we will send it to you as soon as possible.

Country wise tracking link: https://www.usps.com

Are there any additional fees involved in international shipping?

At DrGrab, Products shipped from overseas. In some cases, shipment may be subject to import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be fulfilled by the recipient.

Unfortunately DrGrab has no control over these charges, nor can DrGrab estimate what the additional charges may be as customs policies vary widely from country to country. For more information Please contact your local customs office. When customs clearance procedures are required, it may cause delays beyond our scheduled delivery period.Due to customs regulatory policies, we never list purchased items as a gift or undervalue the product price.

About Returns & Refunds

What is “About Returns & Refunds Information?”

If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Information" section will help you started in the right direction.

We always take care in selecting high quality and trusted goods when we offer them for sale on our DrGrab website, however, sometimes things don't quite go according to plan.

In case if express shipping gets delayed than its scheduled date then DrGrab will refund you the express shipping charges.

If there is anything wrong with the item you received, we suggest you to submit your problems by clicking the "Support" bottom of relative items in My orders,and we will respond you within 2 business days.

What should I do if items received are not satisfactory?

If you are not satisfied with the item and want to request a refund. Firstly, please check the Return Policies to ensure if the return is applicable for your order.

Secondly, you have to claim your refund within 30 days from the delivery date.

Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At DrGrab, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.

What should I do if I have received the wrong order or items?

If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.

To help our Customer Service to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.

Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.

What should I do if an item in my orders is missing?

If you are certain that an item is missing from your order, please contact our Customer Service as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or give you a replacement.

What should I do if I received a defective or damaged item?

If the item you receive is damaged or defective during shipping, you are eligible for a replacement or refund within 7 business days.

Please contact Customer Service and be ready to provide photos or operating videos clearly showing the problem with the item as soon as possible.

Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact Customer Service as soon as possible.

DrGrab offers insurance cover under following circumstances:

Lost in transit: If the product delivery exceeds 30 days than its scheduled date, DrGrab will assume product is lost in transit.
Damage in transit: If the product gets damaged during delivery.


How soon will I receive my refund?

In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order.

How do I return the products?

DrGrab hopes you will be satisfied with every purchase you make. But if you want to return an item, return must be prearranged and authorized by Customer Service and a Return Authorization (RA) form should be obtained from us and a completed copy included in the returned package.

Item must be returned unused in its original condition with order confirmation email. The packaging must not be broken wherever applicable.

  • The order is placed with a discount coupon we provided;
  • It is beyond the 30-Day Money back Guarantee Period;
  • The order was placed by mistake but wasn't cancelled within 24 hours;
  • Seasonal items (e.g. Easter, Halloween, Christmas, etc.) after the event date are included in the order;
  • The detailed size cart is included in the description. The size you choose does not fit you well;
  • Underwear, non-broken adult products under any circumstance.
  • Customer mind has changed.

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© 2017 Copyright by DrGrab. All Rights Reserved.
Address: 1003, 66 Hunter Street, Sydney NSW 2000, Australia
ACN: 161 943 460
ABN: 89 161 943 460