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Frequently Asked Questions (FAQ)

Have questions about our services, compounding process, or how we ensure quality and safety? Our FAQ section covers the most common inquiries to help you better understand what we do and how we support your health with personalised pharmaceutical care.

Our Steps

Consultation & Order Procedure

With a valid written prescription, a compounding pharmacy can address many patient dosing problems by customising a medication to meet a specific need.

Step 1

Initial clinic visit for review of medical health and blood draw.

Step 2

Blood test results sent to physician.

Step 3

Physician prescribes medication based on patient’s medical history, blood test report, symptoms and overall well-being.

Step 4

Prescription sent to ASL Pharma for checking and compounding.

Step 5

Your medication is ready for collection or delivery.

Frequently Asked Questions

Got Questions?

Explore our FAQs for quick answers and helpful insights about our services.

A compounding pharmacy is a specialised branch of pharmacy that prepares customised medications to meet the unique needs of individual patients.

Appropriately licensed and practising physicians who are medically trained can prescribe compounded medications. To achieve optimal results, book a consultation with a doctor from our panel of highly qualified doctors.

Almost any kind of prescription can be compounded so long as it is not patented by a pharmaceutical company. For many patients requiring unique dosages and/or delivery devices, which can take the form of solutions, suppositories, sprays, troches, cream or lollipops these alternatives can be significantly life-altering. Compounded applications include: bio-identical hormone replacement therapy (BHRT), veterinary, pediatrics, dermatology, chronic pain management and so much more.

Compounded medication may or may not cost more than conventional medications. In most cases, the compounded medication can cost less than conventional mass marketed medication in instances where small doses are compounded or ingredient costs are low.

Most prescriptions can be filled within 3-4 working days. However, some compounded medications may take longer time to prepare. If we need to contact your healthcare provider or order a special ingredient, the processing may be extended by a few additional days.

Prescriptions can be electronically sent to us via email or WhatsApp; please contact us at +603-6211-8868 for the details. For all first-timer, we are required to verify the practising license of the prescriber before we could proceed. At the same time, the prescription will also be reviewed by our licensed pharmacists for compatibility assessment. Thereafter, we will reach out to you directly to collect payment before we could proceed with the compounding, which usually takes 3-4 working days. When your order is ready, you will be notified a day before delivery or self-collection can be made at our office in Publika.

We source all our ingredients from TGA- and/or FDA-licensed pharmaceutical wholesalers, using only pharmaceutically-registered materials. Every ingredient is supplied with a Certificate of Analysis so that we are assured of its purity and quality.

Bio-identical hormones are (usually plant-based) hormone substances that have the same molecular structure and chemical composition as the hormones naturally produced by your body.

When prescribed and monitored by a licensed, BHRT-qualified healthcare provider, bioidentical hormones are generally considered safe for most people as they are exactly identical to the hormones our body naturally produces. Essentially, BHRT is replacing the hormones that our body is losing and this can relieve symptoms of hormone imbalance (like menopause, andropause, thyroid issues, and/or polycystic ovarian syndrome).

Take for example: A woman’s hormonal balance is ideally in a dynamic equilibrium that shifts from day to day, week to week, and through the years. Customised hormones can be adapted to fit a woman’s individual needs. Hormone therapy can assist in alleviating symptoms and balancing hormone levels. Compounded hormones can be made in a wide variety of dosage forms and strengths. These delivery systems include capsules, creams, gels, sprays, suppositories, and sublingual lozenges/drops.

When you give your body the support it needs, it can effectively reset itself, because it is equipped and programmed for balance and wellness. So we recommend beginning with the gentlest form of support possible to allay your discomfort and tweaking it as you go. We will support you in any way we can, each step of the way. The good news is that women, and men alike, can feel incredibly well right through menopause and andropause respectively.

We will be more than happy to provide you with a practitioner referral and answer any questions you may have. Kindly reach out to us at (03)6211-8868 or email us at info@aslpharma.asia for more information or to learn more about our panel doctors.

Yes, testing your hormone levels can be helpful, but it’s only one part of the overall picture. Your symptoms, medical history, and overall well-being are just as important in determining what’s right for you. Bio-identical hormone therapy is best tailored through both lab results and a detailed clinical assessment. Your healthcare provider will guide you on whether testing is needed before starting treatment and how often to repeat it to ensure your therapy stays safe and effective.

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Privacy Policy

ASL Pharma Sdn. Bhd. is committed to the protection of your personal data and your privacy. This Privacy Policy sets out how ASL Pharma collects, stores and handles personal information (as defined below) of individuals in accordance with the Personal Data Protection Act 2010 (“PDPA”) and the laws of Malaysia.

Please read this Privacy Policy to understand how we use the personal information we may collect from you. By providing your personal information to us, you are consenting to the terms and conditions of this Privacy Policy and the collection, use, access, transfer, storage and processing of your personal information as described in this Privacy Policy.

We value your trust and are committed to protecting your personal information. To ensure that you can make informed decisions and feel confident about supplying your personal information to us, we provide you with this Privacy Policy outlining our practices and the choices you have concerning how your personal information is being collected and used by us.

Failure to consent to the terms and conditions of this Privacy Policy will result in us being unable to process your application, request and/or provide you with the relevant product(s) or service(s).

We reserve the right to amend this Privacy Policy at any time without prior notice. We advise that you check this Privacy Policy on a regular basis at our website: www.aslpharma.asia

1. DEFINING PERSONAL DATA
1.1 Type of Personal Data

Personal data refers to any information which relates directly or indirectly to you and which was collected or provided to ASL Pharma for the purposes stated in Section 2 below. Your personal information may encompass your name, identity card/passport number, date of birth, age, gender, nationality and race, occupation, job title, employment details, membership of professional associations, contact details including address, e-mail address, phone number and facsimile number, financial and banking account details, security recordings, and may include in certain cases, sensitive personal information relating to your health and pertinent details concerning your family members and other personal information which may be supplied to us from time to time.

Personal information refers to any information which relates directly or indirectly to you. This includes any information that can be used to distinguish, identify or contact you. For the purposes of this Privacy Statement, personal information encompasses sensitive personal information which relates to information relating to your health. For the avoidance of doubt, please note that this Privacy Statement is applicable only if you are a natural person / an individual.

1.2 Source of Personal Data

We may collect personal information directly from you when you:

  • communicate with us
  • register interest and/or request for information of our product(s) and/or service(s)
  • register or subscribe for any of our product(s) and/or service(s)
  • respond to any marketing materials we send out or distribute
  • commence a business relationship with us
  • visit our pharmacy
  • visit or browse our websites
  • lodge a complaint or provide feedback with us
  • participate in any of our surveys
  • enter into or participate in any event, workshop or programme run/organized by us

Other than personal information obtained from you directly (as detailed above), we may also obtain your personal information from third parties we deal with and from such other sources where you have given your consent for the disclosure of information relating to you, and/or where otherwise lawfully permitted.

1.3 Obligatory Personal Data

You are responsible for providing accurate, not misleading, complete and up-to-date information about yourself as well as updating all information requested for in the relevant forms obligatory to be provided by you unless stated otherwise. Should you fail to provide the obligatory information, we will not be able to process your application, request and/or provide you with the relevant product(s) or service(s).

2. DISCLOSURE OF PERSONAL DATA

ASL Pharma will keep your personal data confidential but you hereby consent and authorise us to disclose your personal data to the relevant third parties appointed by us to provide services to us or on our behalf (in and/or outside Malaysia) including:

  • Law enforcement agencies;
  • Government agencies;
  • Companies and/or organizations that act as our agents, contractors, service providers and/or professional advisors for administrative, data processing, research and marketing, distribution, telecommunications or other similar services to us.;
  • Our affiliates, business associates and other parties for purposes that are related to the purpose of collecting and using your personal information;
  • Other parties in respect of whom you have given your express or implied consent

3. STORAGE AND RETENTION OF PERSONAL DATA

Your personal data will be stored either in hard copies in our premises or stored in servers located in Malaysia and will either be operated by us or our appointed service providers, consultants or advisors. ASL Pharma does not rent or sell your personal data to third parties. ASL Pharma will retain your personal data for the period necessary to fulfil the legal requirements of data retention as stipulated by the respective laws of Malaysia or to protect our interests.

4. PERSONAL DATA INTEGRITY AND SECURITY

ASL Pharma will take reasonable steps to make sure that the personal data we collect, use or disclose is accurate, complete, not misleading and up-to date. We shall keep and process your data in a secure manner. We endeavor, where practicable, to implement the appropriate administrative and security safeguards and procedures in accordance with the applicable laws and regulations to prevent the unauthorized or unlawful processing of your personal data and the accidental loss or destruction of, or damage to, your personal data.

It may be necessary for us to transfer your personal information outside of Malaysia. The transfer of data will be done in accordance with the requirements of the PDPA and you are deemed to have consented to the said data transfer. We shall take reasonable steps to ensure that any such overseas entities are contractually bound not to use your personal information for any reason other than to provide the Products and/or Services that are contracted by us to provide and to adequately safeguard your personal information.

5. ACCESS AND CORRECTION TO YOUR PERSONAL DATA

You have the qualified right to access and correct your personal data in which you have provided to us and in this respect, you may:

  • Check if we hold or use your personal data and request access to your personal data;
  • Request for correction of any of your personal data which is inaccurate, incomplete, misleading or where relevant, not up-to-date;
  • Request ASL Pharma to stop processing your personal data for marketing purposes;
  • Request for explanation on the policies and procedures in respect of your personal data provided to ASL Pharma;
  • Inform on your withdrawal of your consent given previously to ASL Pharma subject to any applicable restrictions, contractual conditions and a reasonable duration of time for the withdrawal of consent to be effected.

The above request can be done via the contact details provided below. You should quote your name or Identification No. and provide brief details of the information you want a copy of in any such request. We will use reasonable efforts to comply with your request to access or correct your personal information within 21 days of receiving your request. Please note that we may have to withhold access to your personal information in certain situations, for example when we are unable to confirm your identity or where information requested for is of a confidential commercial nature or in the event we receive repeated requests for the same information. Nevertheless, we will notify you of the reasons for not being able to accede to your request.

We recommend that requests for access to your personal data be made in writing. We may also require you to provide us with additional information reasonably required to process your request.

Please note that under the PDPA, we have the right to refuse your requests to access or correct your personal data for certain reasons permitted under the PDPA. We have the right to also charge an administrative fee for responding to your requests.

6.YOUR OBLIGATIONS REGARDING YOUR PERSONAL DATA

You are responsible for providing accurate, not misleading, complete and up-to-date information to ASL Pharma about yourself and updating this personal data as and when it becomes inaccurate, misleading, incomplete and out-of-date via the contact details below.

If you are using our website, you must remember to exit the browser window after use to prevent any unauthorised access to your personal data.

7. CONTACT DETAILS

If you have any queries, concerns or complaints, kindly contact us at 03-6211 8868 from Monday to Friday (8am – 5pm, excluding public holidays) or e-mail us at info@aslpharma.asia.

Disclaimer

This site is intended for informational use only. The information contained on this site should not be construed as medical advice in any way. Furthermore, no health or nutritional practices discussed on this site should be put into use without first consulting a medical doctor. ASL Pharma Sdn. Bhd. is not liable for any misuse of information contained in the site, and only promotes practices which are proven safe and effective for the general population.

Shipping & Handling

Standard orders are usually ship within 2-3 business days upon receipt of your order. Our business days are Mondays – Fridays (8am – 5pm), excluding public holidays within Malaysia.

Please ensure your shipping address (i.e., unit number, street address, residential area, city, state/province, postal code and contact number). Orders with insufficient or incorrect shipping details may result in delivery issues and will not be eligible for a refund.

All packages are given a tracking number once shipped. Customers are highly encouraged to track shipment status from time to time. If a package is marked as “delivered” but has not been received, we ask that you make every effort to locate it. If the package remains missing, a missing report must be filed with the designated delivery/courier company before we can proceed with a resolution. To be eligible for a replacement or refund, we require a case number issued by the designated courier company (or a police report) in order to verify the stolen status of the package.

Please note that we are unable to deliver to PO Boxes at this time.

Refund/Exchange Policy

Due to the nature of our products, which are compounded specifically according to each doctor’s prescription, and for safety and hygiene reasons, we uphold a strict no refund and exchange policy. Once an order has been processed and fulfilled, we cannot accommodate returns or exchanges. We encourage our customers to verify their prescriptions/orders before placing an order. In the event of discrepancies or claims for damage or missing item(s), it is our customers’ responsibility to inform us within 24 hours of receiving the products, failing which the claims shall not be entertained.