How a Named Patient request actually works
Five stages, in order, with what you provide and what we do at each. Read the whole page before you start — a request that arrives complete typically moves twice as fast as one we have to chase.
01
Confirm the prescription
Nothing begins without a valid prescription from a licensed physician, naming you and specifying the medicine, strength, and quantity. If you do not have one yet, this is the step to complete first — we cannot substitute for it and will not try.
If your physician is unfamiliar with Named Patient supply, we can send them a plain summary of what the pathway involves and what documentation they would be asked for.
You provide
Prescription (scan or clear photo)
Prescriber name & contact
Patient name as it appears on ID
02
Submit the request
Send the prescription with your destination country, city, and preferred contact method. Country matters more than anything else at this stage — it determines whether supply is lawful, whether a permit is required, and how the shipment must travel.
Tell us at this point if the medicine is time-critical, or if you are close to running out of an existing supply. It changes how we sequence things.
You provide
Destination country & city
Full delivery address
Prior supply history, if relevant
03
Pharmacist review
A licensed pharmacist checks the prescription for validity and internal consistency, screens the dose against the presentation requested, and reviews the destination country’s import position for this product class.
This is also where a request gets declined if it should be. If the paperwork does not support lawful supply, we say so and explain what would be needed — rather than proceeding and letting the shipment fail at a border.
We do
Prescription validity check
Dose & presentation match
Import rule confirmation
Batch availability check
04
Written quote, then payment
You receive a written quote stating the product, manufacturer, batch, expiry, quantity, shipping method, and the total landed figure. Payment is requested only at this point — never before review, and never as a condition of being told whether supply is possible.
If anything material changes between quote and dispatch — a batch substitution, a shipping route change — we re-quote rather than proceed on the old terms.
Quote states
Manufacturer & batch
Expiry date
Shipping method & Total landed cost
Estimated timeline
05
Dispatch and tracking
Refrigerated items are packed in validated insulated packaging with coolant and a temperature logger. All items ship in plain outer packaging with no indication of contents. You receive tracking at dispatch and the documentation set your customs authority may request.
On arrival, check the logger before first use if one is included. If it shows an excursion, contact us before using the product.
You receive
Tracking number
Commercial invoice & packing list
Temperature logger (cold chain)
Manufacturer’s patient leaflet
What to have ready
Two of these are non-negotiable. The others depend on your destination — we confirm which apply to you at review.
Physician's prescription
Legible, dated, naming the patient, the medicine, strength, and quantity, with the prescriber’s identification and signature.
Patient identification
Government-issued ID matching the name on the prescription and the delivery address. Named Patient supply is, by definition, named.
Import permit
Some jurisdictions require the patient or physician to obtain a personal-import authorisation before dispatch. We flag this at review.
Physician's supporting letter
A short letter confirming the medicine is unavailable locally and clinically necessary. Frequently requested by customs authorities.
Why the box matters as much as the medicine
Insulin analogues and GLP-1 pens are proteins. Heat degrades them, and freezing destroys them outright — in both cases without necessarily changing how the liquid looks. A pen that has been mishandled in transit can appear perfectly normal and be clinically useless.
This is why every refrigerated shipment carries a temperature logger rather than a reassurance. You can read the journey yourself instead of taking our word for it.
The questions that come up most
Can you supply without a prescription?
No. Not for any medicine on this site, in any country, for any reason. A Named Patient supply is lawful precisely because a physician has taken clinical responsibility for prescribing it to an identified patient. Remove that and the pathway does not exist.
Which countries can you ship to?
It depends on the product class and your country’s personal-import rules, which change. Rather than publish a list that will drift out of date, we confirm feasibility for your specific destination and product at review — before you commit to anything.
How is payment handled?
Only after a written quote following pharmacist review. Never before. [PLACEHOLDER: accepted payment methods and currencies]. If a request is declined at review, no payment has been taken and there is nothing to refund.
What if the shipment is held at customs?
We supply the documentation set with the shipment and will provide additional documents your authority requests. What we cannot do is influence the outcome — customs decisions are the destination country’s, and any facilitator claiming otherwise is misrepresenting the process.
Is my medical information kept private?
Your prescription and personal details are used to process your request and to satisfy export and import documentation requirements, and for nothing else. [PLACEHOLDER: link to full privacy policy and retention period].
Can I order for a family member?
Yes, provided the prescription names them as the patient and you can supply their identification. The supply is attached to the named patient, not to the person making the arrangements.
Do you offer refunds?
Prescription medicines cannot be returned to stock once dispatched, for reasons of patient safety that apply everywhere. Where a shipment arrives damaged or a temperature logger shows an out-of-range excursion, contact us before use and we will resolve it. [PLACEHOLDER: full returns and resolution policy]
Can my physician contact you directly?
Yes, and it often speeds things up. Prescribers can reach our pharmacist directly for questions on manufacturer, batch documentation, or import requirements. Details are on the contact page.
Ready to start, or still deciding?
Both are fine. Send the medicine name and your country and we will tell you where you stand before you commit to anything.