Frequently Asked Questions

WEBSITE FUNCTIONING

Do I need to be registered on the Acofarma website to purchase products?
The sale of our products intended for the preparation of magistral formulas is reserved for pharmacy professionals, so it is necessary to register on our website to place orders.

Do I need to be registered on the Acofarma website to access technical information?
No. It is possible to consult the technical information associated with each of our products by accessing the specific product and downloading its technical data sheet.

How can I register on the Acofarma website?
You can register on our website through the Registration page - Acofarma (acofarmashop.com). Here you must select your professional profile type and create the corresponding user account (Community Pharmacy, Hospital Pharmacy, or Private Company/Hospital). Once we receive the registration request, we will validate your identity and profile as a pharmaceutical professional. This process may take some time. Once completed, you will receive a confirmation email, after which you can start placing orders.

I can't find the safety data sheets. Where can I look for them?
The safety data sheets can be found on each product page in our catalogue.

I can’t find the product I need. Where can I look for it?
In the top navigation menu, on the right side, there is an icon and the text “Search”, which allows you to access the website search engine. In addition to product searches, it also allows you to search for technical documents (safety data sheets, analysis reports, and technical data sheets).

I haven’t received the order confirmation email.
In the section where your name or the pharmacy’s name appears, you can access the user area. In the top right of the navigation menu, there is a “Search” icon and text that lets you look up products.

Can I view previous orders?
In the “Orders” menu of the user area, you can view all orders placed by the customer both on the website and through other channels (phone, email, etc.).

How can I create a favorites list?
Yes. Any product can be marked as a favorite by clicking the heart icon on the product page. Later, you can view your favorite items in the User Area.

ACCESS TO INVOICES

How can I access my order invoices?
Once an order has been placed, you can access the “My Orders” section from the menu that appears by clicking your username. Here you can check the history and status of each order (in process, delivered, etc.), and view the delivery note via the corresponding buttons. You can also access invoices from the “My Pharmacy” menu.

RETURN AND CLAIM POLICY

Are product returns accepted?
According to current legislation, Acofarma only accepts product returns in cases of errors made by the company itself or for damaged or defective products. In all other cases (expiry, discontinued references, or customer selection errors), Acofarma will not accept returns.

Are product claims accepted?
Yes. Claims can be submitted through the “Contact” form. However, claims will not be accepted after fifteen (15) calendar days from the invoice date. Any incidents due to stock shortages or Acofarma errors will be resolved at no cost.

SHIPPING POLICY

When will I receive my order?
Mainland Spain, Balearic Islands, and Portugal: Estimated shipping time: 24–48h  
Canary Islands: Estimated shipping time: 48–72h  
France: Estimated shipping time: 3–5 days

The current cut-off time for same-day preparation and shipment is 4:00 p.m. from Monday to Thursday. On Fridays and days before public holidays, it is until 2:00 p.m. Orders received after those times are prepared and shipped the next day.

Is shipping free on purchases?
Yes, we offer free shipping under the following conditions for pharmacy customers:

Mainland Spain, Balearic Islands: Free shipping for orders over €45.*  
Canary Islands, Ceuta, and Melilla: Free shipping for orders over €125.**  
France: Free shipping for orders over €45.*  
Hospitals in Spain: Free shipping for orders over €45.**  
Hospitals in Portugal: Free shipping for orders over €45.**  

For orders below these amounts, shipping costs will be calculated based on location and package weight.  
**Orders from the Canary Islands, Ceuta, Melilla, and hospitals that do not meet the minimum amount will not be processed.**

Do holidays affect delivery times?
Yes, on the following days Acofarma will be closed and orders may be delayed:

January 1, January 6, April 17–18, April 21, May 1, June 24, July 7, August 15, September 11, November 1, December 6, 8, 24, 25, 26, and 31.

PRODUCTS AND APPLICATIONS

What bases does Acofarma have and which one should I use?
Acofarma offers a variety of bases formulated for different pharmaceutical and cosmetic applications. Each base has specific characteristics ideal for certain uses. For more details, visit our website and training platform: https://formacion.acofarma.com/

How to prepare capsules and tablets?
We recommend our course “Formulation of oral pharmaceutical forms: tablets and capsules.” More info and registration: https://formacion.acofarma.com/

Where can I find more information on veterinary formulations?
We offer a course on the most common individualized treatments in veterinary formulation: https://formacion.acofarma.com/  

How to formulate sterile products?
Formulating sterile products requires following good practices and meeting specific requirements. Our course covers theory and practice: https://formacion.acofarma.com/

How are liquid pharmaceutical forms prepared in the pharmacy?
Our course on liquid formulations covers the preparation of pediatric syrups, the importance of pH, and vehicle selection. Learn more and register: https://formacion.acofarma.com/