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Order & Payment

Q. How do I pay my order?

We accept Visa/MasterCard Credit Card via a secure MOLPay Payment Gateway, and orders will only be confirmed upon completion of payment.

Q. Is there any extra charge for shipping fee for delivery?

No, there will be no extra delivery charge for checkout payment or test strips refill.

Q. When I can receive my order after payment?

All orders are processed and dispatched within 1 to 2 working days upon confirmation of order and payment. Delivery is carried out during working hours from Monday through Friday.

Q. Can i cancel my order after payment?

Orders can no longer be modified or cancelled. Please always double check your order and delivery information before confirming the order.

Q. Can I refund or exchange my meter?

All stock sold are non-refundable. Request for exchanges are allowed within 7 calendar days of received product ONLY IF any one of below conditions are met:

a. Product delivered is incorrect
b. Product delivered is damaged upon arrival
c. Product delivered is faulty

Please contact marketing@alpropharmacy.com or call 06-7921923 for further pickup process.

Test Strips Refill

Q. If I subscribe the package from website, can I refill test strips from Alpro Pharmacy outlets?

On-line subscriber is entitled to refill test strips by dispatched delivery only. Please email to inquiry@alpropharmacy.com or call 06-7921923 If you need further request.

Mobile App. and Technical Issue

Q. I'm not able to pair my CONTOUR®PLUS ONE glucose meter with Health2Sync App., what can I do?

1. Ensure that the Health2Sync App is downloaded under the local country app store setting.
2. Check that your device and operating system is compatible with the app. 
3. Please email to inquiry@alpropharmacy.com or call 06-7921923 if you need further assistance.

Q. How to activate sugO365 plan for blood glucose monitoring on the mobile app.?

On the top-right corner of the "Partners" function, select "New Partner" and then add by the "Invite Code", that allows you to join sugO365 blood glucose monitoring platform after your payment confirmed.

Please email to inquiry@alpropharmacy.com or call 06-7921923 and consult with our team if you are interested.

Q. For the first time pairing, still unable to detect in the App.

1. Check that the phone is on the List of Compatible Devices. If yes, proceed with the following steps. 

2. Go to Phone Settings > Bluetooth > Scan for devices.

3. If the meter doesn’t show up, try scanning for the meter with a different phone. If the second phone detects the meter, it is likely an issue with the Phone’s Bluetooth. Check with the phone manufacturer or online on how to fix the Bluetooth. If the second phone doesn’t detect the meter, it is likely to be an issue with the meter. 

4. If the meter can be detected, click to pair. If pairing doesn’t succeed, refer to (3). If pairing is successful, go back to the Health2Sync App to pair. 

Q. I have paired before, but suddenly the pairing was lost.

1. Check that the App is updated to the latest version. If no, please shut down the app, and update from the Play Store. Restart the App and check if pairing is restored.

2. If no, go to Phone Settings > Bluetooth > Scan for devices

3. If the meter doesn’t show up, try scanning for the meter with a different phone. If the second phone detects the meter, it is likely an issue with the Phone’s Bluetooth. Check with the phone manufacturer or online on how to fix the Bluetooth. If the second phone doesn’t detect the meter, it is likely to be an issue with the meter. 

4. If the meter can be detected, delete the original pairing and pair again.

5. Once successful, restart the Health2sync App to check. Always remember to shut down the app before you restart it.

6. If pairing is still not detected, log out and re-login into the App. Alternatively, you can delete and reinstall the App.  

Q. I'm not able to manual sync in the App., what can I do?

1. Check that the App is updated to the latest version. If no, click update. 

2. Shut down the App, and turn on Bluetooth.

3. Restart the App and try again.

4. If that doesn’t work, check that meter is still paired in-App. If pairing is lost, follow steps above. 

5. If pairing is still there, log out and re-login into the App. Alternatively, you can delete and reinstall the App.  

Q. I can't auto-sync the test result from the meter to Health2Sync app., what can I do?

1. More > Sync Meter > Glucose Meter. Toggle “Sync on App Launch” to “ON”. 

2. In order to activate Auto Sync, you will have to manual sync at least once. 

3. To manual sync, ensure that Bluetooth is turned on. 

4. Click on the “+” button to enter “New Entry”. 

5. Click on Sync Meter > Glucose Meter, and follow the instructions and click on “Sync Now”. All the readings in your meter will now be synced to your App.

6. To auto sync, turn on phone Bluetooth, open the App, and turn on the meter. All readings will be synced automatically.