Frequently Asked Questions
Everything you need to know about using PharmaPoint as a buyer or a supplier.
Q1.What is PharmaPoint?
PharmaPoint is a B2B marketplace for pharmaceutical and medical supplies in Saudi Arabia, operated by Vitacare. It connects pharmacies, hospitals, and clinics with SFDA-approved suppliers.
Q2.Who can register as a buyer on PharmaPoint?
Licensed pharmacies, hospitals, medical complexes, clinics, and healthcare operators in Saudi Arabia. Registration requires the pharmacy/facility license and commercial registration; every applicant is reviewed before activation.
Q3.How do I register as a supplier?
Click "Become a Seller" on the homepage. You will be asked to upload your commercial registration, SFDA registration certificate, and shipping + payment templates. The Vitacare team reviews the application within 3–5 business days.
Q4.Can I order from multiple suppliers in one cart?
Yes. PharmaPoint supports a unified cart across multiple suppliers. On checkout the order automatically splits into per-supplier sub-orders, each with independent tracking, invoicing, and shipping.
Q5.What payment methods are supported?
Cash on delivery (COD), supplier-issued credit (Net 15/30/60/90 per supplier–buyer agreement), and online payment via HyperPay (Mada, STC Pay, Visa, MasterCard).
Q6.How long does delivery take?
It depends on the supplier and destination. Orders within Jeddah and Riyadh are typically 24–48 hours; other regions in Saudi Arabia take 2–5 business days. You can choose VitaCare shipping, supplier-direct, Aramex/SMSA, or self pickup.
Q7.How does the return policy work?
The buyer raises a return request within the window agreed with the supplier. The supplier reviews and, on approval, the goods are inspected and a credit note is issued. Regulated pharmaceuticals are subject to additional SFDA constraints.
Q8.Are displayed prices tax-inclusive?
Prices are shown pre-VAT. The 15% VAT is added automatically in the cart before checkout and shown explicitly on the invoice.
Q9.How do I verify a supplier is approved?
Every supplier listed on PharmaPoint passes Vitacare's internal onboarding process and their SFDA registration is manually verified in the current phase. An "Approved" badge is shown on the supplier page.
Q10.How do I contact support?
Through the Support page inside your account, or via the Vitacare corporate email. Typical response window: 9am–6pm, Sunday to Thursday (Riyadh time).