Frequently asked questions

1. First, you’ll need an account with us. Our services are only available to qualified practitioners who are members of the HCPC (Health and Care Professions Council) or a recognised professional body. Apply for an account here. When we receive your application, we will review your qualifications and email you to confirm whether it has been approved.
2. Once your account is approved, log in to the dispensary with your username or email address and password.
3. After logging in, choose your prescription type: a dried herb prescription or a granule prescription.
4. Fill in all the required information on the prescription form and give clear instructions for our dispensary team and your patient. When your formula is complete, click “Confirm and finish”.
5. Choose your payment method and pay for the prescription. We only start preparing prescriptions once payment has been received.
6. Granule prescriptions placed and paid for before 14:00 UK time are prepared and dispatched the same day (mainland UK addresses; see shipping for the full list).

We are committed to the quality control of our ingredients and to excellent customer service. Granule prescriptions received and paid for by 14:00 UK time are prepared and dispatched for next-day delivery (mainland UK addresses; see shipping for the full list). Prescriptions received after the cut-off are dispatched on the next working day.

Dried herb prescriptions, and granule prescriptions that need extra preparation such as sachets or capsules, take longer. Dried herb prescriptions normally take 1–3 days. Because demand is high, we suggest submitting your prescription as early as possible.

Dried herb prescriptions

We carefully assemble each prescription to your instructions, and every pack is individually prepared. We also pack the mixture in decoction bags, so patients can boil the whole bag of herbs in a pan without any mess. Our decoction bags are made of non-woven material, keeping things clean without changing the taste of the formula. Decoction bags can also be bought through our wholesale portal.

Granule prescriptions

We offer over 340 varieties of herbal granules, all 100% soluble in hot water, an excellent alternative for busy patients who prefer not to decoct herbs. Our granules are prepared using the traditional decoction method and then processed with our spray-drying granulation method, giving a purer end product with higher concentration.

Our range includes 72 Paozhi-processed herbal granules to match the patient’s condition precisely. Our herbal granules are free from added gluten; however, some herbs such as Fu Xiao Mai (wheat), Mai Ya (malt) and Shen Qu (fermented wheat) naturally contain gluten. Patients should discuss any allergies or intolerances with their practitioner before starting a herbal prescription.

Granule prescriptions are available as granules, capsules (size 0 vegan capsules containing 450 mg of granules) and tablets (450 mg each, 10 mm in diameter), so patients can take them in the way that suits them best.

We advise practitioners and patients to store prescriptions somewhere cool and dry, away from direct sunlight and moisture. Once opened, keep it dry and sealed.

We recommend prescriptions are taken within the indicated period, or within a maximum of 3 months from the dispense date.

When placing an international prescription, please make sure the total is over £150 to comply with customs regulations. Thank you for your co-operation.

Prescriptions are made for each individual patient, so we cannot accept returns or exchanges.

If you’ve made a mistake while placing a prescription, please don’t pay for it and contact us straight away to cancel it. Once a prescription has been prepared, it cannot be cancelled or refunded.

To report a prescription error, email dispensary@phoenixmedical.com or call our switchboard on +44 (0)1245 350 822 and ask for the dispensary.