Special Order Policy
At YourDoctor, we offer a Special Order service for customized or non-standard requests. Please read the policy carefully before submitting a special order.
Last Updated: February 8, 2026
1. Submitting a Special Order
To place a special order, the customer must:
- Provide a valid email address
- Provide a WhatsApp phone number
- Upload a clear image of the requested item
- Add a written description of the order details
Once submitted, the order will be marked as Pending Review.
2. Review & Approval Process
- All special orders are reviewed by YourDoctor
- Review time: 1-3 working days
- Orders are evaluated based on availability, feasibility, and compliance
After review, the order will be either:
3. If the Order Is Approved
If approved, the customer will receive:
- An email and WhatsApp message confirming approval
- The total order amount
- The required deposit amount (25%)
- Payment instructions via Bank transfer or InstaPay
- Estimated shipping and delivery timeline
Important
The order will NOT be confirmed until the 25% deposit is successfully received.
4. Deposit & Confirmation Terms
- Required deposit: 25% of the total order value
- Payment window: 1-3 days from approval notification
- If the deposit is not received within this period, the order will be automatically cancelled
5. Order Processing & Delivery Timeline
1-2 Weeks
Estimated order arrival time
- Fridays and Saturdays are excluded from working days
- Delivery timelines may vary depending on availability and external factors
6. If the Order Is Declined
If the order is declined by YourDoctor:
- The customer will be notified via email or WhatsApp
- A clear explanation for the rejection will be provided
- No payment will be requested or processed
7. Communication
All official communication regarding special orders will be sent through:
- Registered email
- Registered WhatsApp number
Please ensure your contact details are correct when submitting the order.
8. Policy Updates
YourDoctor reserves the right to update or modify this policy at any time without prior notice.
Refund & Cancellation Policy – Special Orders
9. Cancellation Policy
- Customers may request cancellation only before the special order is approved by YourDoctor
- Once the order is approved and the 25% deposit is paid, the order is considered confirmed and cannot be cancelled
10. Refund Policy
- No refunds are provided for special orders once the order is approved and the deposit has been paid
- Deposits are non-refundable, as special orders are processed specifically based on customer requests
11. Order Cancellation by YourDoctor
YourDoctor reserves the right to cancel a special order at any stage if:
- The item becomes unavailable
- The request cannot be fulfilled
- There is incomplete or incorrect customer information
- Compliance or operational issues arise
If cancellation occurs before deposit payment: No charges will apply
Customer Support
Have questions about special orders? Our team is here to help you every step of the way.
- Email: support@yourdoctor.com
- Special Order Form: Submit a request