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Frequently Asked Questions

How high are delivery costs in Germany?
For online orders we charge €2,95 delivery costs (this applies to standard delivery to an address in Germany, whatever the order value).

Shipping is free of charge for online orders whose value exceeds €50.00 (for standard shipping within Germany). For orders whose value is less than €50.00 a fixed rate of €4.95 is to be paid. Orders made by post, fax, e-mail or telephone are free of shipping costs if the order value exceeds €50.00. For orders whose value is less than €50.00 a fixed rate of €4.95 is to be paid. Orders of prescription medicine are free of shipping costs in general.

You can find the international delivery terms and conditions in our Terms and Conditions of Delivery section.
Where do I get the order form and prepaid envelope?
You can order a prepaid envelope as follows.

Order form and medicines check-up as a PDF to print and fill in
Form for freepost envelopes

by e-mail:
servicemycare.de

by phone:
0800 8770120 (free of charge in Germany)
Our free hotline is staffed Mondays to Fridays (on working days) from 8 am to 8 pm and on Saturdays from 8 am to 1 pm.

by fax:
0800 8770121 (free of charge in Germany)

by post:
The fastest way to write to us is using our PO box address:
mycare Versandapotheke
PO Box 100158
06140 Halle (Saale)

Or click here and use our form.
Can I get all the articles from mycare.de that I would find in my local pharmacy?
Yes, you can. If you can’t find the product you are looking for in the shop or the catalogue we will be happy to make you an individual offer. Feel free to contact us.
What is a re-import?
Re-imports are medicines made in Germany but repackaged abroad. The active ingredients and their strengths are identical in every way to those of the original.
How can I order re-imports?
We do not offer re-imports which are on the general sales list (i.e. which are not restricted to pharmacies alone). It is generally speaking not possible to calculate in advance the availability of re-imports, as this changes on a daily basis. If a re-import was prescribed, or you would particularly like to have one, you can indicate this when you place your order. We will be happy to send you the re-import if we can; it is in any case our general policy to supply the best-priced variant.
What are generic drugs?
A generic drug is a medicine which is a copy of a product already on the market under a brand name and which contains the same active ingredient. The generic drug may differ from the original in respect of excipients (non-active additional substances) contained and manufacturing technology.
As a rule, generic drugs are less expensive.
What is a Drug Code PZN?
Every medicine has a unique code number which can be used for example to distinguish between different pack sizes and dosages. mycare.de also uses these drug codes as article and order numbers.
Can I also order a formulation (e.g. a salve or tincture) from mycare.de?
We also produce individual formulations. The prices we charge for formulations are the same as in a public pharmacy, as the same testing regime is involved.

If you would still like a non-binding quote with information on whether a particular formulation can be supplied, we would ask you to let us have the exact composition (including quantities), along with a phone number so that we can contact you if we have any questions.
Do limits in respect of quantity apply to ordering particular medicines?
Yes, limits apply to medicines which are not intended for use over a longer period of time. If you are ordering larger quantities please indicate the number of people you are ordering for in the notes field to guarantee the swift fulfilment of your order.
Can I order veterinary medicines from mycare.de?
You can find veterinary medicines in this Topic.
What is the loyalty bonus?
The loyalty bonus is the unique bonus programme for customers of mycare.de who order non-prescription products to the value of €250 or more per year. This requires registration under "personal details". More information on the loyalty bonus.
Why have I received a different medicine from the one prescribed by my doctor?
Since the introduction in 2007 of a law to strengthen competition in the healthcare centre, your health insurance company has been entitled to make discount agreements with particular drug manufacturers. Your pharmacy is then obligated to dispense drugs which are subject to such discount agreements. When dispensing such drugs, the pharmacists at mycare.de take pains to ensure that active ingredient and field of application are identical to those of the drug originally requested.
How can I redeem a voucher?
Vouchers can be redeemed either in writing, by phone or online when placing your order. Please always enter your voucher code in the appropriate fields or quote it over the phone. Once the validity has been confirmed, the value of the voucher will be credited to your account and applied to your order. You may use any remaining amount against future orders.
Can I give a separate delivery address?
Yes, you can. For instance, you can have the delivery sent to your work address if you are not at home during the day.
Can the delivery be sent to a parcel station?
You can give us the address of your parcel station as a separate delivery address. If you do this, please make sure that the invoice address is your home address.
How will my order be delivered?
Your order will be delivered by DHL. If you are not available to take receipt of the delivery, you can usually collect your parcel from the nearest post office.
How do I get a catalogue?
You can order a catalogue in the following ways:

by e-mail:
servicemycare.de

by phone:
0049 (0)1805 877120

Our free hotline is staffed Mondays to Fridays (on working days) from 8 am to 8 pm and on Saturdays from 8 am to 1 pm.

by fax:
0049 (0)1805 877121

by post:
The fastest way to write to us is using our PO box address:
mycare Versandapotheke
Postfach 100158
06140 Halle (Saale)
Or click here and use our form.
How are temperature-controlled medicines dispatched?
For safety reasons, temperature-controlled medicines are only sent Monday – Thursday. This is so that they are not stored by DHL over the weekend.

All temperature-controlled articles are packed in specially insulated boxes with coolant. In this way we can guarantee that the temperatures remain constant at the required level.
How do I find my products in the web shop?
You can use the product search function to find individual articles. The product search bar can be found in the middle of the upper part of the mycare.de home page. Here you can enter either the name or the drug code of the product you are looking for into the product search field. The latter is to be found on the drug packaging, mostly close to the bar code. Once you have confirmed the entry by clicking on the “find” button, an error-tolerant search is used to generate the results. This means that results are shown even when small spelling errors are made.

In order to find the product you are looking for as quickly as possible amongst a large number of search results, you can use the filter menu above the shown products to limit the results.

The results will be refined according to product characteristic, manufacturer, presentation and active ingredient. Alternatively, you can simply select the desired product group under “all categories” in the upper part of the screen (e.g. medicines, sport & fitness). Within the product groups you can now additionally browse for suitable products in the various different merchandise groups. A shop signpost is also at your service for fast navigation.
How do the products get into my shopping basket?
To buy a product, simply place it in your shopping basket. To do this you just have to click once on the shopping basket button. If you would like to buy multiples of the product you can simply choose the required number.

"My shopping basket" is located at the top right-hand side of the shop page and displays the current total value of the selected articles. Click on the button to make changes to the shopping basket or to proceed to the checkout.
How long does it take for the order to be delivered?
Articles which are labelled "immediately available" will be sent within 1-2 working days of receipt of the order. This articles are either available or can be brought in from the wholesale warehouse within one day.

Articles labelled with "delivery time" can only be dispatched within 3–10 working days, as neither we nor our wholesaler have them in stock, and they have to be ordered directly from the manufacturer.

If an article is labelled ""currently not available, it is unfortunately not possible for us to supply it at that time.

Express delivery
According to the information given us by our partner company DHL, delivery times are 1–3 working days, and, in the case of Express deliveries, one working day: with the Express delivery service, the exact time of delivery can be arranged by telephone. If you order an article labelled “available for immediate delivery” by 11.30 am you will receive your order by midday the following day. Please note that we cannot guarantee this for all articles. Products labelled “delivery time” cannot be sent by Express delivery service. The current availability is not reduced by Express delivery.
How can I pay?
Methods of payment for german and international Orders (DE/INT)

You can choose on of the following methods of payment:

Payment in advance (DE/INT):

The delivery is effected after the whole purchase price has been credited to our account. In order to avoid any delay in delivery, please note that all bank fees will be debited to your account!

Bank account details:

myCARE e.K.
Deutsche Bank AG
BIC: DEUTDEDBLEG
IBAN: DE12 8607 0024 0667 8338 00
Please use the description field to state your order number.

Direct debit (only DE):

We debit your account only when your order has been shipped. Payment by direct debit can only be effected from a current account at a bank based in Germany.

Credit card (DE/INT):

From the second order (new customers excluded) we accept the following credit cards: American Express, Euro Card/Master Card and Visa. Your account will be debited on the day of shipment to the amount of the invoice.

PayPal (DE/INT):

You can pay free of charge by PayPal. The respective payment by PayPal will be taken after finishing the 4th step of the check-out process.

Invoice (only DE):

You transfer the invoice amount to our account within 10 days upon receipt of the merchandise. Please use the following account details:

myCARE e.K.
Deutsche Bank AG
BIC: DEUTDEDBLEG
IBAN: DE12 8607 0024 0667 8338 00

We reserve the right to refuse to accept particular methods of payment.
 

 

Can I order from outside Germany?
Yes, you can send us orders from abroad. The flat rate delivery cost for international deliveries is calculated according to the dispatch zone in which the target country is to be found. Please see the following delivery zones for delivery costs to the country in question:

Zone 1 (17,00 € shipping costs)
Belgien (LO 2 days, max. 20 kg), Bulgarien (LO 5-7 days max. 20 kg), Dänemark (inkl. Faröer Inseln u. Grönland) (LO 2-3 days, max. 20 kg), Estland (LO 4-6 days max. 20 kg), Finnland (LO 4 days; max. 20 kg),Frankreich (LO 3 days, max. 20 kg), Griechenland (LO 4-5 days, max. 20 kg), Großbritannien (LO 2-3 days, max. 20 kg), Irland (LO 3-4 days, max. 20 kg), Italien (LO 3 days, max. 20 kg), Lettland (LO 3-5 days, max. 20 kg), Litauen (LO 4-6 days, max. 20 kg), Luxemburg (LO 2-3 days, max. 20 kg), Malta (LO 4-6 days, max. 20 kg), Monaco (LO 3-4 days, max. 20 kg), Niederlande (LO 2 days, max. 20 kg), Polen (LO 2-3 days, max. 20 kg), Portugal (inkl. Azoren und Madeira) (LO 4-5 days, max. 20 kg), Rumänien (LO 6-8 days, max. 20 kg), San Marino (LO 5-8 days, max 20 kg), Schweden (LO 3 days, max. 20 kg), Slowenien (LO 3 days, max. 20 kg), Spanien (inkl. Balearen und Kan. Inseln) (LO 4-5 days, max. 20 kg), Tschech.- Republik (LO 2-3 days, max. 20 kg), Ungarn (LO 4 days, max. 20 kg), Zypern (LO 3-5 days, max. 20 kg)

Zone 2 (22,00 € shipping costs)
Andorra (LO 3-5 days, max. 20 kg), Lichtenstein (LO 2-3 days, max. 20 kg), Norwegen (LO 4-5 days, max. 20 kg), Schweiz (LO 2 days, max. 20 kg), Vatikan (LO 5-7 days, max. 20 kg)

Zone 3 (30,00 € shipping costs)
Bosnien-Herzegowina (LO 12 days, max. 20 kg), Georgien (LO 10-12 days, max. 20 kg), Gibraltar (LO 7-13 days, max. 20 kg), Island (LO 5-10 days, max. 20 kg), Kasachstan (LO 8-15 days, max. 20 kg), Kroatien (LO 7-8 days, max. 20 kg), Mazedonien (LO 7-15 days, max. 20 kg), Moldau (LO 10-12 days, max. 20 kg), Montenegro (LO 7-10 days, max. 20 kg), Russ. Föderation (LO > 14 days, max. 20 kg), Serbien (inkl. Kosovo) (LO 7-10 days, max. 20 kg), Türkei (LO 10-15 days, max. 20 kg), Ukraine (LO 8-19 days, max. 20 kg), Weißrussland (LO 9 days, max. 20 kg)

Zone 4 (36,00 € shipping costs)
Ägypten (LO 8-12 days, max. 20 kg), Albanien (LO 16 days, max. 20 kg), Algerien (LO 15 days, max. 20 kg), Armenien (LO 8-12 days, max. 20 kg), Aserbaidschan (LO 10 days, max. 20 kg), Irak (LO 15-19 days, max. 20 kg), Iran (LO 10-14 days, max. 20 kg), Israel (LO 8-12 days, max. 20 kg), Jordanien (LO 8-12 days, max. 20 kg), Katar (LO 8-12 days, max. 20 kg), Kuwait (LO 8-12 days, max. 20 kg), Libanon (LO 8-12 days, max. 20 kg), Libyen (LO 12-14 days, max. 20 kg), Marokko (LO 8-12 days, max. 20 kg), Oman (LO 8-12 days, max. 20 kg), Syrien (LO 12 days, max. 20 kg), Tunesien (LO 8-12 days, max. 20 kg)

Zone 5 (40,00 € shipping costs)
Argentinien (LO 10-12 days, max. 20 kg), Australien (LO 11 days, max. 20 kg), Bahrain (LO 8-12 days, max. 20 kg), Brasilien (LO 8-12 days, max. 20 kg), Chile (LO 10-12 days, max. 20 kg), China (VR und Taiwan) (LO 11 days, max. 20 kg), Hongkong (LO 10 days, max. 20 kg), Indien (LO 10-14 days, max. 20 kg), Indonesien (LO 10-12 days, max. 20 kg), Japan (LO 10 days, max. 20 kg), Kanada (LO 10 days, max. 20 kg), Kolumbien (LO 10-14 days, max. 20 kg), Korea Nord (LO 15-19 days, max. 20 kg), Korea Süd (LO 10 days, max. 20 kg), Malaysia (LO 8-12 days, max. 20 kg), Mexiko (LO 8-12 days, max. 20 kg), Neuseeland (LO 10-12 days, max. 20 kg), Pakistan (LO 11 days, max. 20 kg), Peru (LO 10-14 days, max. 20 kg), Philippinen (LO 10-14 days, max. 20 kg), Saudi Arabien (LO 9-13 days, max. 20 kg), Singapur (LO 6-8 days, max. 20 kg), Südafrika (LO 8-12 days, max. 20 kg), Thailand (LO 12 days, max. 20 kg), Vereinigte Staaten (LO 10-12 days, max. 20 kg), Venezuela (LO 10-14 days, max. 20 kg), Vereinigte Arabische Emirate (LO 8-12 days, max. 20 kg)

Zone 6 (40,00 € shipping costs)
Afghanistan (LO 15-19 days, max. 20 kg), Angola (LO 10-16 days, max. 20 kg), Anguilla (Karibik) (LO 14-19 days, max. 20 kg), Antigua/Barbuda (Karibik) (LO 14-19 days, max. 20 kg), Äquatorialguinea (LO 15-19 days, max. 20 kg), Aruba (Karibik) (LO 10-13 days, max. 20 kg), Ascension (LO k. A., max. 20 kg), Äthiopien (LO 8-12 days, max. 20 kg), Bahamas (LO 10-14 days, max. 20 kg), Bangladesch (LO 15-19 days, max. 20 kg), Barbados (Karibik) (LO 10-14 days, max. 20 kg), Belize (LO 13-19 days, max. 20 kg), Benin (LO 15-19 days, max. 20 kg), Bermuda (Karibik) (LO 10-16 days, max. 20 kg), Bhutan (LO 10-14 days, max. 20 kg), Bolivien (LO 10-14 days, max. 20 kg), Botsuana (LO 10-14 days, max. 20 kg), Brunei (LO 8-12 days, max. 20 kg), Darussalam (LO 8-12 days, max. 20 kg), Burkina Faso (LO 12-16 days, max. 20 kg), Burundi (LO 12-16 days, max. 20 kg), Costa Rica (LO 8-12 days, max. 20 kg), Dominica (LO 14-16 days, max. 20 kg), Dominikanische Republik (LO 12-14 days, max. 20 kg), Dschibuti (LO 10-16 days, max. 20 kg), Elfenbeinküste (LO 10-16 days, max. 20 kg), Ecuador (LO 12 days, max. 20 kg), El Salvador (LO 10-14 days, max. 20 kg), Eritrea (LO 8-12 days, max. 20 kg), Falklandinseln (LO 10-15 days, max. 20 kg), Fidschi (LO > 30 days, max. 20 kg), Frz.-Guyana (LO > 30 days, max. 20 kg), Frz. Polynesien (LO > 30 days, max. 20 kg), Gabun (LO 10-14 days, max. 20 kg), Gambia (LO 10-14 days, max. 20 kg), Ghana (LO 10-14 days, max. 20 kg), Grenada (LO 15-19 days, max. 20 kg), Guadeloupe (LO > 30 days, max. 20 kg), Guatemala (LO 10-14 days, max. 20 kg), Guinea (LO 11-15 days, max. 20 kg), Guinea-Bissau (LO 12-16 days, max. 20 kg), Guyana (LO 15-19 days, max. 20 kg), Haiti (LO 12-14 days, max. 20 kg), Honduras (LO 10-14 days, max. 20 kg), Jamaika (LO 12-14 days, max. 20 kg), Brit. Jungferninseln (LO 14-19 days, max. 20 kg), Kaimaninseln (LO 14-19 days, max. 20 kg), Kambodscha (LO 13 days, max. 20 kg), Kamerun (LO 12-16 days, max. 20 kg), Kap Verde (LO 15-19 days, max. 20 kg), Kenia (LO 10-14 days, max. 20 kg), Kirgisistan (LO 15-19 days, max. 20 kg), Kiribati (LO > 30 days, max. 20 kg), Komoren (LO 12-16 days, max. 20 kg), Kongo (LO 10-14 days, max. 20 kg), Kuba (LO 10-14 days, max. 20 kg), Laos (LO 15-19 days, max. 20 kg), Lesotho (LO 10-14 days, max. 20 kg), Liberia (LO 12-16 days, max. 20 kg), Macau (LO 11 days, max. 20 kg), Madagaskar (LO 12-16 days, max. 20 kg), Malawi (LO 12-16 days, max. 20 kg), Malediven (LO 12-16 days, max. 20 kg), Mali (LO 10-14 days, max. 20 kg), Martinique (LO > 30 days, max. 20 kg), Mauretanien (LO 10-14 days, max. 20 kg), Mauritius (LO 10 days, max. 20 kg), Mongolei (LO 12-19 days, max. 20 kg), Montserrat (LO 14-19 days, max. 20 kg), Mosambik (LO 10-14 days, max. 20 kg), Myanmar (LO 10-14 days, max. 20 kg), Namibia (LO 10-12 days, max. 20 kg), Nauru (LO > 30 days, max. 20 kg), Nepal (LO 10-14 days, max. 20 kg), Neukaledonien (LO > 30 days, max. 20 kg),Nicaragua (LO 10-14 days, max. 20 kg), Niederländische Antillen (LO 10-13 days, max. 20 kg), Niger (LO 12-15 days, max. 20 kg), Nigeria (LO 10-14 days, max. 20 kg), Panama (LO 8-12 days, max. 20 kg), Papua-Neuguinea (LO 12-15 days, max. 20 kg), Paraguay (LO 10-14 days, max. 20 kg), Pitcairn (LO > 30 days, max. 20 kg), Reunion (LO 11-14 days, max. 20 kg), Ruanda (LO 10-14 days, max. 20 kg), Salomonen (LO > 30 days, max. 20 kg), Sambia (LO 10-15 days, max. 20 kg), Samoa (LO > 30 days, max. 20 kg), Sao Tone (LO 13-15 days, max. 20 kg), Senegal (LO 12-15 days, max. 20 kg), Seychellen (LO 10-13 days, max. 20 kg), Sierra Leone (LO 11-15 days, max. 20 kg), Simbabwe (LO 10-13 days, max. 20 kg), Sri Lanka (LO 8-12 days, max. 20 kg), St. Helena (LO 14-19 days, max. 20 kg), St. Kitts u. Nevis (LO 12-14 days, max. 20 kg), St. Lucia (LO 12-14 days, max. 20 kg), St. Pierre u. Miquelon (LO > 30 days, max. 20 kg), St. Vincent u. Grenadinen (LO 12-14 days, max. 20 kg), Sudan (LO 10-14 days, max. 20 kg), Suriname (LO 10-14 days, max. 20 kg), Swasiland (LO 9-13 days, max. 20 kg), Tadschikistan (LO 10-14 days, max. 20 kg), Tansania (LO 10-14 days, max. 20 kg), Togo (LO 10-14 days, max. 20 kg), Trinidad u. Tobago (LO 12-14 days, max. 20 kg), Tristan da Cunha (LO k. A., max. 20 kg), Tschad (LO 10-14 days, max. 20 kg), Turkmenistan (LO 10-14 days, max. 20 kg), Turks- u. Caicosinseln (LO 14-19 days, max. 20 kg), Tuvalu (LO > 30 days, max. 20 kg), Uganda (LO 10-14 days, max. 20 kg), Uruguay (LO 14 days, max. 20 kg), Usbekistan (LO 10-14 days, max. 20 kg), Vanuatu (LO > 30 days, max. 20 kg), Vietnam (LO 10-14 days, max. 20 kg), Wallis u. Futuna (LO > 30 days, max. 20 kg), Zentralafrika (LO 10-14 days, max. 20 kg)

Length of delivery time depends on the route involved and is between 3 and 14 working days. For safety reasons we do not send any temperature-controlled goods.

For legal reasons it is not currently possible to send orders of medicines to Austria.

Methods of payment for international orders

You can choose on of the following methods of payment:

Payment in advance:

The delivery is effected after the whole purchase price has been credited to our account. In order to avoid any delay in delivery, please note that all bank fees will be debited to your account!

Bank account details:

myCARE e.K.
Deutsche Bank AG
BIC: DEUTDEDBLEG
IBAN: DE12 8607 0024 0667 8338 00
Please use the description field to state your order number.

Credit card:

From the second order (new customers excluded) we accept the following credit cards: American Express, Euro Card/Master Card and Visa. Your account will be debited on the day of shipment to the amount of the invoice.

PayPal

You can pay free of charge by PayPal. The respective payment by PayPal will be taken after finishing the 4th step of the check-out process.

Addition of Value Added Tax
Delivery to an EU member state (to private individuals):
The invoice is issued with VAT. The rates of tax can be viewed in the online shop.

Delivery to a non-EU territory:
The delivery is free of value added tax pursuant to section 4 no. 1a Value Added Tax Act in association with section 6 para. 1 no. 1 Value Added Tax Act.

Addition of Value Added Tax
Delivery to an EU member state (to private individuals):
The invoice is issued with VAT. The rates of tax can be viewed in the online shop.

Delivery to a non-EU territory:
The delivery is free of tax pursuant to section 4 no. 1a Value Added Tax Act in association with section 6 para. 1 no. 1 Value Added Tax Act.

How can I order using a prescription?
Your prescription can be processed as soon as we have received the original version!

Information for all members of state-controlled health insurance schemes (AOK, Barmer, BKK, HEK, IKK and all others):

As a German pharmacy we invoice your health insurance provider directly on your behalf. Once we have received and checked the prescription, we will deliver the article(s) free of delivery charges to the address specified by you. For the purpose of the statutory contribution to the costs you will receive an invoice from us with a credit period of 10 days.

Information for all members of private health insurance schemes (DKV, Debeka, Central and all others) :

Once we have received and checked the prescription we will deliver the prescribed medicine(s) free of delivery charges to the address specified by you. In addition to good value, we also grant you a credit period of 10 days. If you would like a good-value re-import please quote the relevant article number with your order. We will then inform you about availability.

For safety reasons we send temperature controlled articles from Monday to Thursday only.

Click here for more information on how to order using a prescription
How is the statutory contribution calculated?
Rulings on health reform made by the German Parliament mean that myCARE e.K. (www.mycare.de) is under legal obligation to collect statutory contributions from its customers. The entire sum of the contribution is remitted to the respective state-controlled health insurance scheme to help reduce costs. None of it is kept by your pharmacist.

You will receive from us an invoice for the statutory contribution with your delivery.
How can I recommend mycare.de to my friends?
Recommend us to your friends, relatives and acquaintances. For each new customer you help us find, you will receive a thank-you gift of €10.00. Please use our special order form at:

to the “friends” order form
What happens if the prescription gets lost in the post?
If your prescription goes missing, your doctor can issue a new one for you on request.
How can I get advice on the products?
Any advice we give on the range offered by our mail-order pharmacy service, including medicines, is backed up by the expertise of our pharmaceutical staff (pharmacists / certified pharmacy technicians) and is available to every patient.

If you are suffering from any complaints, have questions about medication or are uncertain about taking a particular drug, please consult your GP without delay.

You can contact us by e-mail, telephone (free of charge within Germany) or fax. As your delivery is being handled by a public German pharmacy you can rest assured in the knowledge that our staff have many years of experience. We have access to data bases and the most up-to-date literature on medicinal products at our disposal. We make very frequent use of these for the benefit of our customers.

For example, as a matter of course we conduct a pharmacological interaction check of the medicines you have bought from us or registered with us.

We guarantee that our staff have the highest levels of pharmaceutical expertise by ensuring that they regularly attend both internal and external training courses in specific disciplines. We naturally respect requests for advice from customers wishing to remain anonymous: we answer questions on sensitive subjects competently and discreetly.

If you have any questions or problems you can contact us at:

myCARE e.K.
Bereich Versandapotheke
Postfach 100158
06140 Halle (Saale)
E-Mail: beratungmycare.de

Advice hotline: 0800 8770120 (free of charge)(within Germany)

Our free hotline is staffed Mondays to Fridays (on working days) from 8 am to 8 pm and on Saturdays from 8 am to 1 pm.
How can I return articles I have ordered?
Before returning an article, please contact our customer service department to find out how to proceed and whether any restrictions apply to what we can take back. This way you will avoid incurring unnecessary costs. A special right of return applies to medicines. Certain products are excluded from the right of return, as we cannot guarantee their appropriate storage after they have left our premises.

Phone: 0049 (0)1805 877120
*0.14€/min from German landlines. From mobile phone networks other tariffs may apply.
How long do prescriptions remain valid?
State health care prescriptions remain valid for 4 weeks and private prescriptions for 3 months after issue. Once these times have elapsed we can no longer fulfil your prescription order. Your doctor will issue a new prescription for you.
Can minors also place orders with mycare.de?
No. The legal representative of a minor can make an order on his or her behalf. If a prescription has been made out in the name of a minor it can be sent in with an order from, or in the name of, an adult.
Is my medicine free of the contributory payment obligation?
In Germany there are certain prescription medicines which patients can get without having to make a contributory payment. To find out whether this applies to your medicine please contact us by phone under 0800 8770120 (free of charge – from inside Germany only).
What are the benefits of ordering from mycare.de?
7 good reasons for ordering from mycare.de
1. save up to 50%
2. fast delivery
3. mycare.de loyalty bonus
4. free delivery of prescriptions
5. circa 70.000 products in store
6. expert advice
7. certified quality
Can I make an order for Express delivery?
Express delivery (only for Germany!)
We offer an additional next-day express delivery service (until midday on working days monday to friday) using DHL to all mainland delivery addresses within Germany. This service is only applicable if the respective products is labelled as "available for immediate delivery" and if your order is received by 11.30 am on working days monday to friday. We charge €10.90 for this service. Furthermore you have the option of Express delivery in the period 5 to 10 pm on the following day. For this we levy a flat rate delivery charge of €21.80.

The item to be sent by Express delivery must be labelled with "available for immediate delivery". Please note that we cannot make guarantees of supply for all products on offer. Products labelled with "delivery time" and "not currently available" cannot be shipped by Express service. The indicated delivery time is not shortened by Express delivery.

Click here for more information in our Terms and Conditions of Delivery.