FAQ

ABOUT FROM MARS

HOW DO I PLACE AN ORDER WITH FROM MARS?

Get started with an online medical consultation. A licensed UK doctor will review your medical history and determine if a prescription treatment is right for you.

DO I NEED A PRESCRIPTION FROM MY DOCTOR TO USE FROM MARS?

No, you do not need a prescription from your doctor to use FROM MARS. Get started with an online medical consultation, and if medically appropriate, you will receive a prescription for your prescribed treatment at no additional cost.

IS ORDERING FROM MARS CONFIDENTIAL?

Yes! Ordering FROM MARS is 100% confidential. We comply with GDPR. All orders are securely shipped with discreet packaging.

WHO IS FROM MARS FOR?

FROM MARS is for any guy that is looking to improve their life and wellbeing by using medically proven treatments which are safe and effective.

WHERE IS FROM MARS AVAILABLE?

FROM MARS is currently available in the England, Scotland, Northern Ireland and Wales.

WHAT IS GDPR?

The General Data Protection Regulation (GDPR) is a legal framework that sets guidelines for the collection and processing of personal information from individuals who live in the European Union (EU) 

IS MY PERSONAL INFORMATION KEPT SAFE AND PRIVATE?

Yes! Being ICO (Information Commissioner’s Office) accredited, all your information is stored securely in compliance with GDPR. We will never share or sell your information with any third parties.  

IS FROM MARS GDPR COMPLIANT?

Yes, FROM MARS is compliant with GDPR. 

HOW CAN I DELETE MY INFORMATION?

You can contact us and we will be happy to assist with your request to delete your information. 

WHAT IS FROM MARS?

FROM MARS is an online men’s wellness company that offers a safe and discreet way for men to go online, avoid the awkward doctor talk and receive medically proven treatments in the mail from our licensed pharmacy. 

IS IT LEGAL TO ORDER FROM MARS?

Yes, ordering FROM MARS is 100% legal. Pharmacy FROM MARS is fully licensed pharmacy and is regulated by the General Pharmaceutical Council (GPhC) and is accredited for the distance selling of medicines by the Medicine and Healthcare Products Regulatory Agency (MHRA). We are also registered with the information commissioner’s office – registration ZA501063. 

WHERE ARE THE MEDICATIONS FROM AND ARE THEY GENUINE?

All medications sold FROM MARS are 100% genuine and authentic. All medications are supplied from the United Kingdom and are approved by the Medicine and Healthcare Products Regulatory Agency (MHRA).

HOW DO I TAKE THE MEDICINE?

Always take the medicine as prescribed by your doctor. The instructions, along with any warnings, will appear on the medication label or pouch. 

ARE YOU OPEN ON BANK HOLIDAYS?

Yes, we are open on bank holidays. 

WILL MY GP BE INFORMED WHEN ORDERING?

It’s totally up to you! You have the option to let us know if you want to notify your GP at the end of the online consultation.  However, we recommend that your GP is informed, since they have a responsibility for your overall healthcare management. 

CAN WOMEN ORDER FROM MARS?

All of the products on the website are intended for use by men only, with the exception of Treclin, Valtrex and valaciclovir.  

IS FROM MARS A PRESCRIPTION SERVICE?

Yes. FROM MARS offers a treatment plan that can be rescheduled, paused or stopped at any time. Shipments are sent either monthly or every 3 months, depending on what you choose during your online consultation.

HOW DO I RECEIVE THE £5 DISCOUNT ON MY FIRST ORDER?

You will automatically receive a £5 discount when signing up. There is no need to enter any special code.

WHO CAN USE TREATMENTS FROM MARS?

FROM MARS offers medically proven treatments to men who suffer from erectile dysfunction, hair loss, and other lifestyle conditions. A doctor will determine if a prescription treatment is medically appropriate for your condition.  

HOW DO I CONTACT FROM MARS SUPPORT?

You can send us an email anytime at [email protected]   

If you already signed up for FROM MARS, you can login to your account to send a secure message to our customer support team.  

ORDERS & DELIVERY

WHAT IS THE SHIPPING COST?

There is no shipping cost when ordering FROM MARS. All shipping is FREE.

HOW LONG DOES IT TAKE FOR MY MEDICATION TO ARRIVE?

In most cases, you will receive your medication the next business day if you place your order before 1pm. For orders placed on Friday, orders placed before 1pm will be delivered on Tuesday.

Our customer support office and pharmacy will be closed on Bank Holidays.  Orders placed on Bank Holidays will be shipped the following day.

IS THE PACKAGING DISCREET?

Yes, we only use discreet packaging.

DOES FROM MARS SHIP INTERNATIONALLY?

At this timeFROM MARS only ships to England, Scotland, Northern Ireland and Wales. Please check back for more information as we expand to other countries. 

DO I NEED TO BE HOME TO SIGN FOR MY DELIVERY?

Someone will need to be home to sign for the delivery.  

HOW DO I ORDER FROM MARS?

Get started with a doctor approved online consultation to determine if a prescription treatment is medically appropriate. 

HOW DO I CANCEL OR CHANGE MY NEXT ORDER?

Login to your account to manage your prescriptions and shipments. You can re-schedule or cancel your next order.  

CAN I INCREASE THE DOSAGE OF MY MEDICATION?

If you think that the dosage of your medication is too weak, you can contact us and our doctor will determine if a higher dose of medication is medically appropriate for you.  

WHERE'S MY ORDER?

You can login to your account at any time to see your order status. You will receive an email and/or SMS text message when your order is shipped. 

WHAT IS THE RETURN POLICY?

Unfortunately, we cannot accept returns of prescription medicine for reuse or resale for safety reasons, and all sales are final. If you are unhappy with the product or feel that we made an error then please contact us. 

WHAT PAYMENT METHODS CAN I USE?

We accept all major credit and debit cards. 

IS FROM MARS COVERED BY INSURANCE?

FROM MARS is not covered by insurance.  

HOW MUCH DOES THE DOCTOR CONSULTATION COST?

The cost of the doctor consultation is included in the medication price listed on the website. There are no additional costs. 

HOW MUCH DOES THE MEDICATION COST?

The medication costs are listed on the website.  

HOW DO I SAFELY STORE MY MEDICATION?

Always keep your medication out of the sight and reach of children. Store the medication at room temperature and make sure they are kept dry. Do not use the medicine past the expiry date which is printed on the pouch or outside packaging after the letters EXP. The expiry date refers to the last day of that month.

WHEN AM I CHARGED FOR THE MEDICATION?

You are charged for the medication after the doctor approves your prescription and prior to each refill shipment. 

TELEMEDICINE

WHAT IS THE COST FOR AN ONLINE CONSULTATION?

There is no additional cost for the consultation. The online visit and prescription fee is included in the medication cost.

HOW LONG DOES IT TAKE UNTIL MY INITIAL HISTORY IS REVIEWED BY A LICENSED DOCTOR?

Your history will be reviewed by a licensed doctor within 2-3 working hours.

IS IT LEGAL TO PRESCRIBE MEDICINE ONLINE?

Yes. FROM MARS enables licensed doctors to securely take care of patients remotely who are licensed to prescribe medicine.  Pharmacy FROM MARS is a fully licensed pharmacy and is regulated by the General Pharmaceutical Council (GPhC) and is accredited for the distance selling of medicines by the Medicine and Healthcare Products Regulatory Agency (MHRA). We are also registered with the information commissioner’s office – registration ZA501063.

IS IT SAFE TO RECEIVE MY MEDICATION FROM MARS?

Yes, all medications are approved by the Medicine and Healthcare Products Regulatory Agency (MHRA) and are medically proven to treat specific conditions, and are dispensed by a licensed UK pharmacy.

CAN I GET A COPY OF MY MEDICAL RECORDS?

Yes, please contact us. 

CAN I GET A COPY OF MY PRESCRIPTION?

Unfortunately FROM MARS cannot provide a copy of the prescription.  

CAN I USE AN EXTERNAL PRESCRIPTION TO ORDER FROM MARS?

Yes, please contact us for assistance. 

DOES FROM MARS REPLACE MY PRIMARY CARE PHYSICIAN?

No, FROM MARS does not replace your primary care physician/GP and we strongly urge you to notify them of the orders that you place with us. 

IS A VIDEO CHAT WITH A DOCTOR REQUIRED?

No, video chat with a doctor is not required. 

IF I NEED TO SPEAK WITH THE DOCTOR WHO PRESCRIBED MY MEDICINE, WHAT DO I DO?

You can login to your account at any time and click on Messages to send a secure message to your doctor 

HOW DO I REPORT ADVERSE REACTIONS?

You should immediately report any adverse reactions to the Yellow Card website.  We also encourage that you contact our pharmacy so that we can log the incident in our drug safety registers.  You can contact the pharmacy at [email protected]  

WHAT DO I DO IN CASE OF EMERGENCY?

In the event you cannot contact our pharmacy team during operating hours, you should:  

Call 999 in a medical emergency – when someone is seriously ill or injured and their life is at risk. Medical emergencies can include:  

  • loss of consciousness 
  • an acute confused state 
  • fits that are not stopping  
  • persistent, severe chest pain 
  • breathing difficulties 
  • severe bleeding that cannot be stopped  
  • severe allergic reactions 
  • severe burns or scalds 

You should use the NHS 111 service if you urgently need medical help or advice but it’s not a life-threatening situation. Call 111 if:  

  • you need medical help fast but it’s not a 999 emergency  
  • you think you need to go to A&E or need another NHS urgent care service  
  • you don’t know who to call or you don’t have a GP to call  
  • you need health information or reassurance about what to do next