Support Policy

At MedicalMartBD, we are committed to providing the best possible customer service and support. Our support policy outlines how we handle customer inquiries, issues, and requests to ensure a smooth and hassle-free experience when shopping with us.

1. Support Channels

We offer multiple ways to get in touch with our support team for any questions, concerns, or assistance:

  • Phone Support: You can reach our customer support team by phone at +880 1717-779280 during business hours.

  • Email Support: Send us an email at [email protected] for any inquiries or issues. We strive to respond to all emails within 24-48 hours.

  • Live Chat: Our website may offer a live chat feature for immediate assistance. Our agents are available during business hours to help with any queries.

  • Social Media Support: You can also reach out to us through our social media channels for quick responses:

2. Support Hours

Our customer support team is available during the following hours:

  • Saturday to Thursday: 9:00 AM – 10:00 PM
  • Friday: 11:00 AM – 10:00 PM

Please note that response times may vary outside of business hours and during holidays.

3. Types of Support Offered

Our customer support team can assist you with the following:

  • Product Inquiries: Get detailed information about any of the products listed on our website, including specifications, availability, and pricing.

  • Order Assistance: If you need help placing an order, making changes to your order, or tracking the status of an existing order, our team is here to assist you.

  • Technical Support: For issues related to accessing or navigating our website, including problems with payment processing, our technical support team can help resolve these matters.

  • Return & Refund Queries: For questions about returns, refunds, or exchanges, please refer to our Refund Policy, or contact our support team for personalized assistance.

  • Shipping & Delivery: If you have concerns regarding the shipment or delivery of your order, our team can provide tracking updates and help address any delivery issues.

4. Response Times

We aim to respond to all inquiries as quickly as possible:

  • Phone Inquiries: Instant response during business hours.

  • Email Inquiries: All emails are responded to within 24-48 hours.

  • Live Chat: Instant during availability hours.

  • Social Media: Responses are typically provided within 24 hours on business days.

5. Escalation Process

If your issue cannot be resolved by our front-line support agents, it will be escalated to a manager or specialist team. You will be informed of the escalation and given an estimated time frame for resolution. We strive to resolve all escalated issues within 3 business days.

6. Feedback & Complaints

We value your feedback and are constantly working to improve our services. If you have any suggestions or complaints, please contact us via:

    • Phone: +880 1717-779280
    • Email: [email protected]
    • Address: G.P.Cha. 148 Mahakali TB Gate ( পুরাতন ব্রাক ইউনিভার্সিটির পিছনের বিল্ডিং তৃতীয় তলা ) Dhaka 1212