Shipping & Customs Policy

Despatch

Orders confirmed before 14:00 Gulf time on a working day are despatched the same day. Orders placed after Thursday afternoon are despatched on Sunday rather than held in a courier depot over the weekend.

Prescription orders are despatched once the prescription has been received and verified.

Services and estimates

| Service | Estimate | |---|---| | Regional express (GCC) | 1–2 working days | | International express | 3–5 working days | | International economy | 7–14 working days | | Cold chain express | 1–3 working days |

Estimates exclude customs clearance, which is outside our control.

Cold chain

Products requiring temperature control are flagged on their product page. They ship in an insulated box with gel packs sized to the transit time for your destination, at no additional charge on express services.

Please arrange for someone to receive the consignment and refrigerate the contents promptly. Cold chain items are not despatched on economy services.

If a temperature-controlled shipment arrives warm, photograph the packaging and contact us before storing it.

Free shipping

Orders above the threshold shown at checkout ship free on standard services. The threshold is set in the site settings and is displayed in your cart as you approach it.

Documentation

Every international consignment carries a commercial invoice with accurate descriptions and values, a packing list, a certificate of origin where required, and the manufacturer batch documentation for everything in the box.

We will complete destination-specific customs forms on request. Tell us before despatch what your authority requires.

Customs, duties and permits

You are the importer of record. Duties, taxes and clearance charges are payable by you and are not included in our prices.

Obtain any import permit before you order. Retrospective permits are difficult in most jurisdictions and impossible in some. Where a consignment is detained because a required permit was not held, we cannot refund the goods.

If a consignment is held, send us the detention reference and we will supply any additional documentation the authority requests.

Damage, loss and delay

Inspect your consignment on arrival. Report damage or shortage within 48 hours with photographs of the packaging and contents, and we will replace or refund.

Consignments not tracking for 10 working days beyond the estimate are treated as lost and replaced or refunded once the carrier confirms.

Restricted destinations

Some products cannot lawfully be shipped to some destinations. Where a restriction applies to your order we will contact you before charging and offer an alternative or a refund.