Frequently Asked Questions
Is the COVID-19 home screening available throughout Malaysia?
Who will be conducting the test?
I’ve completed the forms and made payment. How can I confirm when the test will be done?
How long will the test take?
I want to submit a claim for this test to my company.
I have more questions. Who can I speak to?
Is there anything I need to prepare before the Saliva test?
Is Saliva test valid for travel / immigration purposes?
My COVID-19 test has been scheduled but I need to change the date/time. How can I do this?
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?
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.
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