Shipping & Returns Policy
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| Order confirmation |
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| When you place your order we will immediately email you an order confirmation. Within 24 hours you should receive a second email to confirm your order is now in processing. If we are unable to fulfil your order or there is a payment problem we will email you. |
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| Shipping confirmation |
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| Once your order is in processing it will likely be shipped that day. A shipping confirmation will be emailed to you accompanied with a track and trace number if applicable. The email will outline typical shipping times and how to contact us if you have any questions. |
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| Shipping methods |
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| The shipping methods available for your country are shown below. Please be informed that Premium Shipping regulations require a copy of a valid doctor’s prescription from the patient’s prescribing doctor to accompany your order before shipping. Your order will not be eligible for importation without a valid prescription. |
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| Country | Free Shipping | Premium Shipping |
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| Australia |
Free Standard Airmail Postage
NO TRACKING
2-4 weeks during COVID-19 |
Express Mail Service to Australia
Signature Required
Tracking 12-28 Days during COVID-19 | | Gibraltar |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) | | | Hong Kong |
Free Registered Airmail Postage
Signature Required
Limited Tracking
10-21 Days (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days |
Express Mail Service to Hong Kong
Signature Required
Tracking
7-10 Days | | Malta |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) |
FedEx delivery to Malta
Signature Required
Tracking
3-4 weeks during COVID | | Northern Ireland |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended) |
Express Mail Service to Nthn Ireland
Signature Required
Tracking
7-10 Days | | Puerto Rico |
Free Standard Airmail Postage
No Signature
No Tracking
10-21 Days
Free Registered Airmail Postage
Signature Required
No Tracking
10-21 Days (Recommended) | | | Scotland |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended) |
Express Mail Service to UK
Signature Required
Tracking
7-10 Days | | Singapore |
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FedEx delivery to Singapore
Signature Required
Tracking
3-4 weeks during COVID | | Switzerland |
Free Registered Airmail Postage
4-10 weeks via UK during COVID-19 (Recommended) |
FedEx delivery to Switzerland
Signature Required
Tracking
3-4 weeks during COVID | | United Kingdom |
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended) | | | United States |
Free Registered Airmail Postage
Limited Tracking
2-6 weeks during COVID-19 (Recommended)
Free Standard Airmail Postage
No Signature
No Tracking
2-6 weeks during COVID-19 | |
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| We are unable to offer Premium Shipping to US based customers. |
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| We can ship to your home address or to your work if you prefer. |
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| Shipping is free using regular airmail and also registered airmail. Registered airmail is the preferred shipping method as it is more secure and less likely to be stolen or lost. It does require a signature on delivery. If you are not available at the time of delivery a notice will be left to advise of the attempted delivery and how to contact the post office to arrange a redelivery or at which post office it is be stored for collection. They will hold them there for 4 weeks before they are returned to us. |
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| We recommend Registered post as the best shipping method. |
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| PO Boxes and APO Addresses |
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| We can deliver to PO Boxes and APO addresses as long as the delivery method you choose during checkout is NOT Fedex. |
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| On your My Account page, simply set your Primary Shipping Address to your PO Box or APO address as required. |
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| Customs |
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| We are based off shore in the Pacific Region and your order is treated by your local Customs as imported goods. When your parcel passes through Customs there might be a delay while they process your order. We suggest that you always allow extra time and order ahead so you are not inconvenienced during this phase. The delay can be just a few days to 3 weeks in extreme cases before they contact you. |
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| UK Customs and VAT |
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| UK residents may be charged VAT for importing goods into the UK. In addition, the UK HM Customs and Excise may charge you a service fee of £8.00 by the Royal Mail to collect the VAT. |
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| It is illegal to supply or purchase any prescription medication from within the UK without producing a valid doctor's prescription. However UK customs will accept the importation of medications - without requiring a doctor's prescription - as long as import VAT charges are paid. Therefore UK customs will charge the customer VAT accordingly. There is no duty payable on VAT. |
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| VAT charges and associated costs are the sole responsibility of the customer; they will not be paid for by us. |
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| Delivery times |
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| We promptly ship most orders within 24 hours of you placing it. The delivery times are entirely due to the postal or courier service. The table above shows the typical delivery times. |
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| Please be aware that if customs hold your order for pending import duties, they could hold your order for 3-21 days prior to contacting you. |
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| If your order hasn't arrived within the standard delivery times above, please allow an additional 7 days for delivery PRIOR to contacting us to establish if your order is simply delayed with delivery; held at customs or indeed lost. |
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| Lost orders and reshipments |
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| We will reship or refund for any lost order provided we are contacted within 8 weeks from the ship date. No reshipments or refunds will be accepted if reported to us after 8 weeks. |
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| We are happy to replace any order that has not been delivered but on the following conditions: |
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| 1. An additional 7 days has elapsed in addition to the standard delivery time since the ship date. |
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| 2. The shipping address provided to us is correct |
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| If you have provided an incorrect address, you will be charged for the replacement order. When/if the original order is returned to us we will contact you with the refund details. The refund may take some months as the "return" postage has not been paid. |
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| Returns and Refunds |
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We guarantee that our products are as represented on the website and arrive in good condition, with manufacturers' seals intact and with sufficient time to expiry.
We ensure that our medicines are packaged with care to avoid damage while in transit to you. However, the shipping process and handling are out of our control, and if your item/s arrive damaged, please contact our Customers Services Team so that we can determine a solution. It would be beneficial if you could provide a photograph of your damaged item/s and/or package to assist in a quicker resolution.
If you are returning your item/s because they are no longer suitable for their intended purpose, we will refund the returned products; however, please be advised that you will be responsible for return postage fees. The products need to be unopened and unused. Please contact our Customer Services Team for further instructions.
USA: Temporary suspension of USPS services to Vanuatu. USPS has suspended handling mail to Vanuatu due to COVID restrictions affecting postal handling via New Zealand and Australia. Do not try to return your parcel through USPS, or it will be returned to you, and we will not be able to process your refund. You can make a return via FedEx, but you will need to pay all of their charges. Please contact us for directions.
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| Cancelling an order |
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We are processing orders constantly, and if you wish to cancel your order, please be prompt and contact us urgently, as your order is likely to be on its way to you within 24 hours of placing it. We will refund your payment if you have contacted us to cancel your order before dispatch. |
| If the goods have already been issued for dispatch, we will accept a return according to the Returns and Refunds policy above. |
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