frequently asked Questions
General
How does capsule work?
Capsule is a telemedicine platform where you can conveniently and discreetly purchase medication online. To do this, you must first complete a short online consultation. You can then choose your desired product and complete the payment.
Your order will then be reviewed by our registered doctors. Once our doctors have assessed whether the medication is suitable for you, your order will be confirmed and a prescription will be issued. This will then be redeemed by our partner pharmacy. You will then receive your desired product in discreet packaging delivered to your desired address.
Do I need a prescription?
Currently, all medications we offer require a prescription. However, you do not need a prescription in advance, as you can request a prescription directly from capsule.
To do this, fill out a short online questionnaire by telling us all the important information about your health. It is crucial that you answer the questions truthfully and do not withhold any important information.
Our doctors will medically evaluate your questionnaire and use your answers to assess whether you can safely use the medication. If the medication is suitable and safe for you, a prescription will be issued to you. However, if our doctors determine that the requested medication is not suitable for you, your order will be rejected. In this case we will notify you and you will of course receive your money back.
I already have a recipe. Can I redeem this with capsule?
No, unfortunately this is not possible. Capsule is not a mail-order pharmacy, but a telemedicine platform. If you wish to place an order with us, you must have your medical information verified by our doctors.
Are the doctors at capsule trustworthy and licensed?
All our partner doctors are fully trained and registered doctors. They are all registered with the relevant medical association and must have their registration confirmed periodically.
Pay
What payment methods are there?
At the moment you can pay at capsule with credit card, SOFORT, GiroPay, GooglePay and by manual payment.
Please note that SOFORT payments can take a few days to process. As soon as your payment has arrived in our account, your order will be processed. You can check the progress of the payment in your customer account.
We are working on being able to offer you additional payment options in the future.
Can I also pay for my order manually?
If you have problems with the payment methods offered by capsule, please still fill out the online questionnaire until you click on the “Confirm and proceed to checkout” field. Instead of selecting your payment method, contact the capsule team by email and request manual payment via bank transfer.
Our friendly team will take care of your order and once it has been reviewed and confirmed by one of our doctors, an email will be sent to you with the amount due and transfer details. As soon as capsule has received your payment, you will receive a confirmation by email, which also contains your tracking number so that you can track your order.
Will I receive my money back if my order is rejected?
If your order is rejected by our doctors, you will receive a full refund. It may take a few days for the funds to appear in your account. If you have not received your refund within 5 working days, please contact our customer service team so we can follow up.
Order
How long does it take to process my order?
Once you have completed your order with capsule, it will be reviewed by our qualified team. Your order will then be prepared for shipping within one working day and shipped on the same or next working day. Once your order has been shipped, you will receive a confirmation email with a tracking number so you can track your order. Delivery with DHL usually takes 1-3 working days.
Why are there prescription fees in addition to my order?
These prescription fees are for the services of our clinical team who will review and, if necessary, approve your order before shipping. This process is absolutely necessary to ensure the suitability and safety of your chosen medication.
Why wasn't my order approved?
After you have completed your order with capsule, your previously completed questionnaire will be medically checked by our team. A decision will then be made as to whether the medication is suitable for you and your health problems. This is solely to ensure that your medication is taken safely. Of course, if our clinical team decides that the medication is not suitable for you, you will receive a refund of the price you paid for your medication.
Is the medication I want available?
To find out if your desired medication is available for purchase at Capsule, enter the name of your medication in the search bar on our website. Now select your desired medication. In the corresponding price list you will find “In Stock” in the last column. A tick in this column means that you can purchase your medication online from us. A cross means that we unfortunately do not have your medication in stock at the moment, but hopefully it will be available again soon.
Delivery
How much does delivery cost?
We ship your order via Warenpost standard delivery with DHL. The shipping costs for this are €2.80. You will receive your order within 1-3 working days.
How long does it take for my order to be delivered?
Your order will be shipped with DHL. Delivery takes 1-3 working days. As soon as your order has been dispatched, you will receive a confirmation by email. This also contains a tracking number with which you can track your order at https://www.dhl.de/de/privatkunden/dhl-versandstracking.html.
We will also be able to provide you with a guaranteed express delivery service in the near future.
Does the postman know what I ordered?
No. We pay attention to discretion at capsule. Your order will be delivered in neutral packaging, so only you know the contents of your package.
What should I do if my package doesn't arrive?
If your order has not arrived within the announced period, first check the status of your shipment using the tracking number sent to you by email at https://www.dhl.de/de/privatkunden/dhl-versandstracking.html.
There may be delays due to public holidays. If your order is marked as delivered, check your property carefully and ask your neighbors if they accepted your package on your behalf. If you can’t find what you’re looking for, contact Team Capsule by email. Our friendly team will help you with your request and, if necessary, resend your order.
Can I also order from capsule outside of Germany?
Capsule is only allowed to process and ship orders within Germany. Delivery to other countries is currently not possible. We ask for your understanding.
Returns and Cancellation
Does capsule offer returns?
In order to ensure the safety of the medications offered at capsule, we do not accept returned medications. Unfortunately, it is not possible to return your order.
Can I cancel my order?
If after paying for your order you would like to cancel it, please contact our friendly customer service team as soon as possible. If your order has not yet left our partner pharmacy, cancellation is possible without any problems. Unfortunately, once your order has been shipped, cancellation is usually no longer possible.
Contact
How can I contact the customer service team?
If you would like to contact our friendly team, you are of course welcome to do so. We can be reached by phone, live chat and email. Our team is there for you by telephone and live chat Monday-Friday between 10:00 a.m. and 7:00 p.m.
Our telephone number is:
+001-855-909-0700
Our team can be reached at the following email address:
The live chat can be found on our website as a pink chat box. The live chat will first give you the opportunity to enter your question and, if necessary, find the answer by referring to an article. If you do not receive your information as requested, please feel free to contact one of our agents. This allows you to speak directly to our team.
Qualified pharmacists
Our packaging is always discreet
Fast delivery to your home or office
