How It Works: From Video Doctor Visit to Hotel Delivery

How it works

Your care, step by step.

Here are the steps.

01 Order & prepare

Step 0: Before you order (1 min)
Choose your dose and quantity, then enter your hotel dates in the receiving step to see when it can arrive.

Step 1: Order & pay
Pay by card. If the doctor decides not to prescribe, you get a full refund.

Step 2: Health questionnaire
Right after payment, about 5 minutes. In your language, answer questions about your health, other medicines you take, and pregnancy. The doctor reviews it before your consultation.
Step 3: Send us a message
Choose LINE, WeChat, WhatsApp, KakaoTalk, or Zalo.
Step 4: Video consultation
Available in any language. The doctor checks your health and decides your dose.
Step 5: The doctor's decision
If prescribed: We arrange shipping. If your consultation ends by 3:00 pm (Japan time), we ship the same day; after 3:00 pm, the next day. We have no days off and ship on weekends too.
If not prescribed: We cancel the order and refund your card in full.

Step 6: Delivery or clinic pickup
To your hotel or home, Sagawa's refrigerated delivery arrives the day after shipping (two days after for Hokkaido and Okinawa). Pickup at our Osaka clinic is 10:00 am–6:30 pm (every 30 minutes); same-day pickup is available if you apply by 5:30 pm (Japan time). We send the tracking number by email and chat.
Step 7: Going home
Questions before your flight, or stopped at customs? Contact us and we'll help.
Step 8: Your next order
If you reorder within 12 months, we ship without a new consultation.
Ordering again

No. It's included in the price.

Yes, as long as you receive the medicine in Japan.

Message us on the app you used to order. We'll work out the next steps with you.

Only the clinic's doctors and our staff can see it. Privacy policy

Care during your stay. Support until you're home.