Frequently Asked Questions

Is the COVID-19 home screening available throughout Malaysia?

We endeavour to be able to provide this service Malaysia-wide. However, at this time the service is only in selected locations/states. Please check our COVID-19 test form for a full list.

Who will be conducting the test?

The tests will be conducted by a qualified personnel. Our team are trained to conducts both RT-PCR and RTK Antigen tests which can be done on-site (at the location of choice e.g. office) or at the comfort of your own home.

I’ve completed the forms and made payment. How can I confirm when the test will be done?

Once payment has been completed, the team at doctorDB will be contacting you within 24 hours to schedule a test. Please make sure to check your email (inbox and junkmail folders as well). You can contact us also via [email protected] or via our chat function on our website. Make sure you have logged in so that we are able to follow up with you accordingly.

How long will the test take?

The sampling would typically take between 10-15 minutes per person from the time of the qualified personnel’s arrival at your location.

I want to submit a claim for this test to my company.

You may request an invoice from us should you need it. Additionally, you will receive an email on the confirmation of payment from the payment gateway provider.

I have more questions. Who can I speak to?

You may send us an email at [email protected] or chat with our staff via our chat feature on our website regarding your enquiry. Our team will be happy to answer any questions you have pertaining to this test.
 
If you’d like to earn more about our range of services, the doctorDB team will be happy to answer your questions.

Is there anything I need to prepare before the Saliva test?

Do NOT eat, drink, chew gum, smoke or vape,chew tobacco/betel leaves,brush teeth or gargle with mouth freshener for at least 1 to 2 hours prior to the sample collection.

Is Saliva test valid for travel / immigration purposes?

Deep throat saliva sample is accepted as a valid RT-PCR COVID-19 certificate at immigration points in Malaysia. We strongly advise you to check in advance with the local embassy of the country you plan to visit as well as the airline company as there may be regulation changes from time to time.

My COVID-19 test has been scheduled but I need to change the date/time. How can I do this?

Please notify us 24 hours prior to the scheduled test time and also indicate when you would like the re-scheduled test to be performed. We will try our best to accomodate the preferred rescheduled test.

I've made a payment for a test, but due to some circumstances I would like to cancel the purchase. Can I get a refund?

To address underlying payment processing costs, our payment gateway provider does not return our fees when a payment is refunded. Therefore, the refund will not included the processing fees.
In addition, doctorDB will have to be notified of the cancelation at least 24 hours in advance of the scheduled appointment, if the appointment has already been confirmed. You can reach us via the Chat function or email us at [email protected]

What shipping options does doctorDB offer?

doctorDB works with several delivery service partners. We currently offer a standard shipping option. Peninsular Malaysia – 1 to 3 days* East Malaysia – 3 to 7 days*

We will be adding other shipping options soon to serve you better. Please note that shipping fees depend on the total weight of the item(s).

*subject to delays depending in surge during festive or promotional seasons

I received my purchased products but it is an incomplete order. What should I do?

Don’t worry! It is possible that some items in your order are shipped separately. If you have not received them within the stated delivery period please contact us at [email protected] and we will help.

Can I pre-arrange the date/time of delivery?

We are working hard to enable this feature but currently don’t offer it.

We are always working to update and improve our service, and your feedback and patience is greatly appreciated.

Does doctorDB deliver or weekends and holidays?

doctorDB works with several delivery service partners. Currently our delivery service partners deliver only from Monday to Friday, 9AM to 5PM and half days on Saturday. We don’t deliver of Sundays and Public Holidays.

I received a damaged/tampered/defective/wrong item. What should I do?

Please contact [email protected] immediately and quote the order number. We will contact you to remedy the situation.

Under what circumstances can I return/exchange an item?

Return/Exchange can only be arranged under the following circumstances: – If the item(s) delivered are damaged or defective; or – If the item(s) delivered are past the Expiry Date; or – If the item(s) you received are different from what you ordered.

How do I return an item?

Please contact [email protected] and quote your order number. We will arrange for pick-up provided that all the conditions for returns/exchanges have been met.

How soon will I receive my refund?

Please download and fill out our Refund Form and send it to [email protected] Since refunds are processed via our payment gateway partner and appointed banks, it may take between 14 and 30 days for you to receive your refund.

I can't find an answer to my questions.

Don’t worry! Just write to us at [email protected] and we will get in touch with you to address your question.

Alternatively, you can use our chat feature to chat with someone from the doctorDB team.

What Our Customers Say

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“When my older family member was feeling really ill, it was super convenient for me to just call doctorDB who sent a doctor to my home.
Service was arranged promptly and the right treatment commenced immediately. This saves a lot of time and is hassle-free. Really no need to go to a clinic anymore!”

5
CK Teo
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“I tried the Health Screening service and then the Dr Consult service and it was great. A doctor helped explain my medical reports to me
in very simple language and I clearly understand all the test results.”

5
M. Kopalan
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“doctorDB was a HUGE help during COVID-19. We got our whole family (kids, us & parents) tested frequently.
The professionals who did the swabbing were very professional and very gentle with the kids.”

5
Sue Kan Koo
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“Simple and easy to use website. The learn feature is amazing, so much useful info.
Good range of products too, Keep it up!”

5
Jassir Juhari
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“Health and Fitness are critical to me. Being a foreigner in Malaysia, I use doctorDB to search for affordable healthcare
products and wellness information. doctorDB is truly concerned about my wellbeing and sends out educational information on wellness regularly. Their free service is more than rewarding.”

5
Cyril Mathias
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“Getting health and wellness products and services on a single platform makes it so much easier on my journey to good health.
Thank you doctorDB!”

5
John Chan