Generic medication: what to expect and how to set a brand preference

When you order a generic version of a medication from us, the exact brand you receive can vary depending on which suppliers we have stock with at the time. The active ingredient is the same, but the size, shape and colour of the tablet or packaging may look different from a previous order. You can ask us to note a brand preference on your account if you so wish.

Who this applies to

This article applies to customers ordering generic versions of any medication from us, rather than a specific branded version. If you have ordered the branded version, you will receive that specific brand. This article does not cover brand requests for medications where only one option exists.

Why generics can look different each time

Generic medications are made by several manufacturers. The drug itself is the same, but each manufacturer produces it with slightly different pill shapes, colours, sizes, excipients and packaging. Which one you receive depends on the stock our suppliers have available at the time your order is dispensed.

The image you see on the product page on our website is one example of a generic, not a guarantee of the brand you will receive. This is stated on the product page itself just under the photo/ ordering box in bold.

For most customers, swapping between generic manufacturers makes no difference. The active ingredient and dose are the same. A small number of people do prefer a particular generic, often because of how it looks, the size of the tablet, or a previous experience.

How to set a brand preference

If you would like a specific generic brand, or would like to avoid one, we can add a permanent note to your account.

1. If you already have an account and past orders with us, contact us before placing your new order. 
2. If not, Contact us before your order is processed.
3. Tell us which generic brand you prefer, and which (if any) you want to avoid.
4. We will add the preference to your account and check our stock before dispatching your next order.
5. Please note if you email us and you have not had an email from an agent confirming this has been done, before it is processed, we cannot guarantee you will get the brand you wish for. If this something that greatly concerns you please call as soon as the order is placed. 

Two things to keep in mind:

• The preference must be on your account or order before processed. If we have already dispensed and packed the order, we cannot change the brand. We also cannot guarantee that we will see your email before your current order is processed, so the safest approach is to add a preference well in advance of your next order.
• We cannot guarantee that your preferred brand will always be in stock with our suppliers. If it is not, we will contact you to ask whether another generic is acceptable, or whether you would prefer to wait. There is no fixed timeline for when a specific generic brand will come back into stock, if the time becomes an issue for you please contact us either asking for an update or about a cancel and refund. 

Common scenarios

• You receive your order and the tablets look different from the last batch. The active ingredient and dose are the same, but it is a different manufacturer's version of the generic.
• You have had a bad experience with one specific generic and want to avoid it in future. We can note this on your account.
• You prefer the packaging or shape of one particular brand. We can note this as a preference, with the understanding that stock may not always allow it.
• Your medication has different prints on it, this is normal and some brands have different imprints on different sides (EG, SL - sildenafil on one side and 100 - for the strength on the other) 

What to do next

If you want to set a brand preference, contact us with your account details and the brand name. We will add it to your account in time for your next order, as long as it is added before processed

Still need help?

See our Contact us article for the best way to reach our team.