Have a question about MTO Pharma or any product? We have the answer!

Please browse our Frequently Asked Questions for information below. If you don’t see any answer to your questions, or want to speak directly to us, please email us at admin@mtopharma.com or call +38(050) 755 24 84 to speak to a Customer Service Representative.


Q: What is online pharmacy?

A: Online pharmacy is a pharmacy that operates online and delivers orders to customers through mail or shipping companies.

Q: What is the difference between local and online pharmacy?

A: The main difference between a normal retails community drugstore and an online pharmacy is how the medications are purchased and received; similar to any online shopping. More convenient than traveling to a local drugstore is why some customers go online to shop for their meds.

Q: Is it safe to purchase medicines from online pharmacy?

A: It is as safe and easy as ordering from your local pharmacy. Numerous positive reviews prove our reliability and making purchasing of medicines in MTO Pharma completely safe.


Q: Is a prescription required?

A: Yes. We require prescriptions for any product that requires a prescription. Just like visiting your local pharmacy we require a valid prescription for your medications regardless of where your order is being fulfilled.

Q: Is the original prescription has to be posted?

A: No, we accept scanned copy of prescription.

Q: Is there a limit on how much I can buy?

A: No. We do not limit purchasing quantity of medications.

Q: What language does my prescription need to be written in?

A: We accept prescriptions written in any exising language from any place in the world.

Please Note: In order to speed up the acceptance of your prescription in any language the following information should be written in English: patients name, drug name, strength and usage instructions.

Q: What country can you accept prescriptions from?

A: We are able to accept prescriptions written by a licensed prescriber from any country in the world.

Please Note: Some countries may have some import restrictions, which may prohibit some medications from being shipped there. Each country has different rules and process regarding the import of medications.

Q: If there is no prescription?

A: We can accept order with no prescription. Our Online Doctor can help if you do not have a prescription. For more questions, contact us directly.


Q: How can I find the medicine I need?

A: There are 4 ways to find and order product you need:

  1. Use search engine on our friendly use online pharmacy wesite. Just write in brand name or active ingredient of needed medicine and press search. All suitable and related result will be shown up immediately.
  2. Use alphabet order line on website. Choose the first letter of the medicine you search. Get all the results with all available medicines on website in a list in alphabetic order.
  3. Search for product manually. Go to Products – Categories, choose category and browse all available product under chosen category.
  4. Ask and order the medications by e-mail admin@mtopharma.com or by phone +380507552484.

Q: How to place the order?

A: Simply follow few steps:

  1. Place the product to the cart and then go to your cart, fill in all required fields, chose delivery and payment options, press check out.
  2. If you purchase only 1 kind of medicine, simply on product’s page state the needed amount and press check out button and you’ll be transferred straight to cart. Fill in all required fields, chose delivery and payment options, press check out.

Q: If there is no needed product found?

A: If you did not find a product you need on our website, you can place an individual order by sending or calling us. Product you need, will be found by your private inquiry in the nearest time.


Q: What is generics?

A: These are medications that contain the same active ingredients and concentrations of the name-brand products but will differ often in shape, color, size, markings and the non-active fillers. We have carefully selected these products to ensure that you are purchasing only the highest quality generic products. By choosing to buy a generic you are not buying an inferior medication; rather, you are simply choosing to save money on a product that has the same therapeutic effect to the name-brand equivalent. Many of our customers are taking advantage of these quality products that some generics we offer are now more popular than the name brands.

Q: Are brand name drugs better than generic?

A: Generic drugs may also have a different expiration date than brand-name drugs. But even so, the generic must keep its Effectivenesss until its expiration date, just like a brand-name product. Effectiveness of generic drugs is proved not only by statement of manufacturers, but also by reviews of patients.

Q: Why generic medicines are less expensive?

A: Generic makers don't face the same costs as manufacturers of brand-name drugs. That's because the brand-name maker often invented the drug, a process that can cost hundreds of millions of dollars.

Q: What are the typical expiry dates on the products sold?

A: We use a stock rotation system to ensure you receive products with the longest possible expiry dates. We always aim to ensure that this is a period of no less than 6 months.

Q: Why prices in your online pharmacy are much lower than in other online and local pharmacies?

A: We provide our clients with the best prices we can. We can do that because:

  • we have no charges for any physical location store rent
  • we do not apply any taxes to your orders
  • we have direct source supplies with the lowest prices
  • we provide medicines with some access programs
  • we also offer licensed generics of brand name drugs

Q: Is insurance accepted?

A: Unfortunately no. We are located in Ukraine and because of this we cannot accept any foreign insurance. We will provide you with a proper receipt for insurance purposes. Your insurance company may or may not accept our receipts.

Q: How to pay for the order?

A: We are pleased to offer several convenient payment options:
Western Union (available worldwide)
Money Gram (available worldwide)
Xazri (available for Azerbaijan, Russia, Georgia, Tajikistan)
PrivatMoney (available for Azerbaijan, Cyprus, the Czech Republic, Great Britain, Latvia, Moldavia)
Sigue Coinstar (available worldwide)
RIA (available worldwide)
Wire transfer SWIFT (available worldwide)
Cash on delivery (available in Egypt and Ukraine)

Q: Can order be paid after it’s receiving?

A: In most cases, no. We do not practice post-payment. We work with full prepayment. Only customers in Ukraine and Egypt can take advantage of cash-on-delivery option.

Q: Return policy?

A: There are no returns of prescription drugs and medications under any circumstances. British Columbia College of Pharmacists regulation states that once a medication has left the pharmacy, it cannot be returned for any reason - by law 5 (33.1)


Q: When order will be shipped?

A: Your order will be sent next day after full payment is received. In some cases, it can be shipped later, as handling time can take more time according to stock availability.

Q: What is handling time?

A: Handling usually takes from 1-3 working days. However, handling time depends on availability of ordered product on storage; in case of absence or lack of product quantity, handling time can be increased up to 10 days. The client is always informed about handling time before the order confirmation.

Q: How much does shipping take?

A: Shipping usually takes from 3-10 working days, depending on shipping option chosen by client.

Q: What is fee for delivery and handling?

A: Shipping fee is not stable. It depends on delivery method chosen by client. Shipping starts from 20 USD.

Q: What countries are able to be shipped to?

A: We ship to all countries.

Q: What are the shipping options?

A: We ship orders by: EMS, DHL, Standard shipping by Governmental postal services, Air Freight, Self pick-up.

Q: Do you deliver medicines in cold chain?

A: Yes, we do. We care about our products and your health. We provide special packaging (ice box) with frozen thermal packs, what guarantees stable temperature within 14 days.

Q: Can shipment be tracked?

A: Yes, if you would like to track your order you can track your shipment by unique tracking number.


Q: How to contact mtopharma.com?

A: For your convenience, please use the contact information provided on the website.

Q: Who to email in case of having questions?

A: Please email our staff at admin@mtopharma.com
This will ensure your question or comment is routed to the appropriate staff to handle your enquiry. Patient comments and feedback are welcomed and ensure continuous improvements to our products, policies and procedures.

Q: How long does it take to respond to e-mail inquiry?

A: We strive to have every e-mail answered within 12 hours.