Shipping policy

Shipping Policy

We aim to process and ship every order with care, efficiency, and professionalism. This Shipping Policy explains how orders placed through our website are verified, processed, shipped, tracked, and delivered.

By placing an order through our website, you acknowledge and agree to the terms, timelines, responsibilities, and liability conditions described in this Shipping Policy.

Professional Verification Required

Because of the nature of the products offered on our website, all orders are subject to a mandatory professional verification process.

Within twenty-four (24) hours after your order is placed, our team will contact you to verify that you are a licensed medical professional who is authorised to purchase and use these products.

If we are unable to verify your credentials, or if you are not a licensed professional, your order will be cancelled and refunded.

By submitting an order, you confirm that you are a qualified professional and that you agree to complete this verification process.

Important: All products sold through our website are intended strictly for professional use only and are not available for purchase by the general public.

Processing Time

Order Confirmation

After your order is placed, you will receive an email confirmation containing your order details.

Processing Period

Orders are usually processed within one to three (1–3) business days.

During busy periods, seasonal demand, or promotional campaigns, processing times may be extended due to increased order volume.

Custom or Special Orders

Custom, personalised, or special orders may require additional processing time. Estimated timelines will be provided after order confirmation where applicable.

Shipping Methods and Estimated Delivery Times

Domestic Shipping

  • Standard shipping: three to five (3–5) business days
  • Express shipping: one to five (1–5) business days

International Shipping

  • Standard international shipping: three to seven (3–7) business days, depending on the destination
  • Express international shipping: three to five (3–5) business days, available for selected countries only

Important Delivery Notes

  • Delivery times are estimates only.
  • Delivery estimates do not include weekends, public holidays, customs inspections, regulatory reviews, or carrier delays.
  • Estimated delivery times are not guaranteed unless expressly stated under a designated Guaranteed Shipping method.

Flat-Rate Shipping

Shipping fees are calculated at checkout.

Additional charges may apply for oversized, bulky, or special-handling items.

Packaging Standards

All orders are packed securely to help protect product integrity during transportation.

Temperature-sensitive products are shipped with insulated packaging and cooling materials when required.

Ice packs may melt during transit depending on external conditions, shipping duration, and carrier handling.

Melted ice packs do not constitute product damage, failed delivery, or eligibility for a refund or replacement.

Product stability is assessed based on validated transit tolerances and not solely on the condition of cooling materials upon arrival.

Tracking Information

Tracking information will be provided once the order has been dispatched.

For international shipments, tracking visibility may become limited once the parcel leaves the origin country.

Customers are responsible for communicating with local couriers if further delivery information or coordination is required.

Shipping Method Liability by Zone and Service Type

Shipping responsibility, liability limits, and reshipment eligibility may vary depending on the shipping method selected at checkout.

By choosing a shipping method, the customer accepts and agrees to the liability terms connected to that service.

General Shipping

FEDEX / DHL — Without ICE Dispatch-Only Service

  • Our responsibility is strictly limited to dispatching the shipment.
  • Liability transfers to the customer once the shipment has been handed over to the courier.
  • The customer is fully responsible for customs clearance, VAT, duties, and regulatory compliance.
  • Returned shipments require payment of new shipping fees before reshipment.
  • Shipments that are seized, confiscated, or destroyed and are not returned to us are not eligible for refund or replacement.

FEDEX / DHL — With ICE Dispatch-Only Temperature-Controlled Service

  • Products are shipped using insulated packaging and cooling materials.
  • Melted ice packs do not qualify as product damage.
  • Liability transfers to the customer upon dispatch.
  • The customer accepts full responsibility for customs and regulatory requirements.
  • Returned shipments require payment of new shipping fees before they can be resent.
  • Seized shipments that are not returned to us are not eligible for refund or replacement.

Rest of the World

  • Our responsibility is limited strictly to dispatching the shipment.
  • The customer assumes full responsibility for customs clearance and import taxes.
  • Customs inspections, delays, or seizures are outside our control.
  • Returned shipments may be resent after payment of additional shipping fees.
  • Shipments that are seized or destroyed and not returned to us are not eligible for refund or replacement.

Recommended Logistics

Special Logistics — Guaranteed Service

  • This shipping option includes a delivery guarantee.
  • If delivery fails for reasons not caused by an incorrect address or refusal by the recipient, the shipment will be resent at no additional cost.
  • This method is recommended for high-value orders and regulated destinations.

Import Regulations and Buyer Responsibility

  • Customers are solely responsible for confirming that the products are legally permitted for import into their destination country.
  • Customers must check local import laws before placing an order.
  • Customers must confirm whether any licences, certifications, permits, or approvals are required.
  • We do not guarantee that products are approved for import in every jurisdiction.
  • No refund or replacement will be issued if shipments are seized and are not returned to us.
  • Any customs penalties, storage fees, destruction charges, clearance costs, or related expenses are the buyer’s responsibility.

Force Majeure

We are not responsible or liable for delays caused by events beyond our reasonable control.

Such events may include, but are not limited to, natural disasters, severe weather, carrier disruptions, government actions, regulatory changes, transportation interruptions, or strikes.

Acceptance of Terms

By completing checkout, the customer confirms that they have read, understood, and agreed to this Shipping Policy, including the liability structure of the shipping method selected.

Contact Information

Email sales@1stopfiller.com
Phone / WhatsApp +370 629 935 26