Frequently Asked Questions

Here are some of our most popular questions we are asked. If your question is not listed below, please do not hesitate to contact us.

Important information

apo-rot becomes a brand of "Apotheke zur Rose"!
The international shop of the apo-rot mail-order pharmacy will in the future be operated as a distribution channel of Apotheke Zur Rose with its registrered office in Halle (Saale), owned by Ulrich Nachtsheim. If you wish for your future orders to be handled there, your consent to the transfer of your customer and health data to Apotheke Zur Rose is required. Further information can be found here.

Login & Order

1. How do I become customer at apo-rot?

You can sign up online or give us a call: +49 40 533089-0.
When placing your first order, you will automatically be registered as a customer. When you have put all items you would like to purchase into your basket, please press the "Checkout" button. If you are not yet customer to apo-rot, please choose "I am new to apo-rot" and register.
You will be prompted to follow these five steps:

Step 1: Your personal details.

Step 2: Your delivery address.

Step 3: Delivery options.

Step 4: Payment method.

Step 5: Check your order, accept Terms & Conditions, receive an order confirmation and your customer number.

2. How can I place an order at apo-rot?

You order comfortably from your own home:

  • order online at and benefit from a quick handling.
  • order via email using
  • call us at +49 40 533089-0
  • send your order by fax to +49 40 533089-139 (order form here).
  • send your order by post to:
    apo-rot Versandapotheke
    Postfach 57 05 48
    22774 Hamburg

3. How do I order online at apo-rot?

Place your order quickly, comfortably and discrete via our website:

Step 1: Log in with your customer number and password. If you are not yet a registered customer please check "How do I become customer to apo-rot?"

Step 2: Search for products using the menu bar, the search tool or take a look in our topic-shops and place the products in your basket. You will find further information about the product in "Product Details".

Step 3: Check your basket.

Step 4: Choose mode of delivery

Step 5: Conclude your purchase using the button "Checkout"

4. Is it safe to order medicine online?

Being one of the largest online pharmacies in Germany you can rely on our experience and our success! We bear the DIMDI seal, given by the Ministry of Health. This is the seal of approval for reliable and reputable online shops. Our staff will check your order at various stages while we prepare your order and contact you if required. Our medical staff checks every order concerning completeness and drug interaction.

5. I have not received an order confirmation yet!

Generally you will receive an order confirmation 15 minutes after placing your order. If not, please check the spelling of your email address and agree to the Terms & Conditions. Please also check if your spam filter is preventing you from receiving the email.

6. Can I change or add more products to my order?

We strive to process your order as quickly as possible!
Until, you have received the order confirmation you may call our Service Centre to revise your order.
If, you have chosen Pre-Payment in Advance you may change your order till payment is settled. Until the goods leave our warehouse you may cancel single products or the complete order.

Payment, Delivery & Delivery Costs

1. Which payment methods do you accept?

We accept Pre-Payment and PayPal.

2. What are the delivery cost?

For orders below EUR 40 you will be charged EUR 16,50 for delivery, for orders more than EUR 40 delivery costs will be EUR 12,00.

3. In which countries does apo-rot deliver?

We have introduced worldwide deliveries now, but the following countries have been excluded due to Logistical or Legal reasons:

Afghanistan, Algeria, Armenia, Burkina Faso, Cameroon, Central African Republic, Chad, Cuba, Democratic Republic of Congo, Eritrea, Georgia, Iraq, Lebanon, Libya, Mauritania, Moldova, Niger, Nigeria, North Korea, Pakistan, Palestinian Territories, Somalia, Southern Sudan, Syria, Ukraine, USA, Venezuela, Yemen.

4. When will I receive my order?

The regular processing time takes 1-2 working days.

Any additional processing times, which are indicated on the item page, have to be counted towards the regular processing time. Please notice that the processing time of your order always depends on the item with the longest processing time in the shopping cart.

Delivery outside of Europe takes normally between 10 - 15 days.

5. Who will deliver my order?

Your order will be delivered with DHL. Avoid delays in the delivery by following the package and keep track of your tracking number, which you have received from us by mail.

6. What happens if I am not at home to take my delivery?

The package courier will ask alternatively your neighbor if he can accept the package for you. If you are not at home to take your delivery, it will be returned to the depot nearby where you can pick it up.

Product Range & Delivery

1. Why can I not order any prescription or non-prescription medication at apo-rot?

For legal reasons we are currently making changes in our product range for prescription and non-prescription medication. We hope to offer your trusted products again as soon as possible. This means that you will not find any medication in our product range nor be able to order from our online shop for the meantime.

2. Are the products offered online at apo-rot the same as the ones offered at the local pharmacy?

With apo-rot you get the same medication as in other pharmacies. They are tested, in the original packaging and provided with a package insert. We at apo-rot purchase our entire range from the same certified wholesalers and manufacturers as traditional pharmacies. The complete range of more than 400,000 products includes over-the-counter medicines, homeopathic remedies, cosmetics, personal care products.

3. Can I order prescription medication at apo-rot?

No, Prescription medication cannot be purchased for legal reasons.

Support & Service

1. Do you offer personal support?

Yes, we offer competent support! Our Service Centre does not only take your order but also informs you about the various ways to order. If needed, you may get advice on health topics. Our pharmacists and pharmaceutical technical assistants are at your service during our opening hours via phone, email or fax.

2. What are the opening Hours of the Service Centre

Our Service Centre is available:
Monday-Friday: 8:00 am - 19:00 pm
Saturday: 9:00 am - 14:00 pm

3. Do you pay attention to drug interaction?

apo-rot cares for your health! That is why we pay attention to drug interaction and take a look at your medication profile.

Personal Details

1. Are my personal details safe?

We have made every effort to safeguard your personal information. Your data will not be used to send out marketing offers or shared with any other company. We only collect your details for purposes of checking the medication for any drug interaction and to process your order.

2. How do I log in to my personal account?

If you are already customer at apo-rot, you may comfortably place orders via your customer account. Log in to your account using your customer ID and your personal password (right hand corner of our homepage).
Your personal information is stored in your personal account. Placing an order, you do not have to enter your details again. Please make sure you log in before you start shopping.

3. How do I change my details or password?

Log in to your account and go to "My Account". Here you may change your personal information as well as your password. Please make sure you choose a password that is easy for you to remember.

4. I have forgotten my password!

If you have forgotten your password, please click the log in button. Now click the field "Forgotten Password?" You will receive an email with an automatically generated password. Next time you log in to your account you will be asked to change this password to a personal one.