Shipping Policy

We aim to ensure that every order is processed and shipped with efficiency, care, and professionalism. Below is a detailed breakdown of our shipping policy, which applies to all orders placed through our website.

PROFESSIONAL VERIFICATION REQUIRED

• Due to the nature of our products, all orders are subject to a mandatory professional verification process.
• Within 24 hours of placing your order, our team will contact you to verify that you are a licensed medical professional authorized 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 canceled and refunded.
• By placing an order, you confirm that you are a qualified professional and agree to this verification process.

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

Processing Time

Order Confirmation:

• Once your order is placed, you will receive an email confirmation with your order details.

Processing Period:

• Orders are typically processed within 1–3 business days.
• During peak seasons or promotional periods, processing times may extend due to increased order volume.

Custom or Special Orders:

• Custom or personalized orders may require additional processing time.
• Estimated timelines will be communicated after order confirmation.

Shipping Methods and Estimated Delivery Times

Domestic Shipping:

• Standard shipping: 3–5 business days
• Express shipping: 1–5 business days

International Shipping:

• Standard international shipping: 3–7 business days depending on destination
• Express international shipping: 3–5 business days (select countries only)

Important:

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

Flat-Rate Shipping

• Shipping fees are calculated at checkout.
• Additional fees may apply for oversized, bulky, or special-handling items.

Packaging Standards

• All orders are securely packed to protect product integrity during transit.
• Temperature-sensitive products are shipped using insulated packaging and cooling materials when required.
• Ice packs may melt during transit due to external conditions or shipping duration.
• Melted ice packs do not constitute product damage, delivery failure, or eligibility for refund or replacement.
• Product stability is determined by validated transit tolerances, not by the condition of cooling materials upon arrival.

Tracking Information

• Tracking information is provided once the order is dispatched.
• International tracking visibility may become limited once the parcel leaves the origin country.
• Customers are responsible for coordinating with local couriers if additional information is required.

Shipping Method Liability by Zone & Service Type

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

By selecting a shipping method, the customer acknowledges and agrees to the liability structure associated with that service.

General Shipping: 

FEDEX / DHL — Without ICE (Dispatch-Only Service)

• Responsibility is strictly limited to dispatching the shipment.
• Liability transfers to the customer once handed to the courier.
• Customer is fully responsible for customs clearance, VAT, duties, and regulatory compliance.
• Returned shipments require payment of new shipping fees for reshipment.
• Seized, confiscated, or destroyed shipments not returned to us are not eligible for refund or replacement.

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

• Products are shipped with insulated packaging and cooling materials.
• Melted ice packs do not qualify as damage.
• Liability transfers upon dispatch.
• Customer assumes full customs and regulatory responsibility.
• Returned shipments require new shipping fees.
• Seized shipments not returned are not eligible for refund or replacement.

Rest of the World

• Responsibility is limited strictly to dispatch.
• Customer assumes full responsibility for customs clearance and import taxes.
• Customs inspections, delays, or seizures are outside our control.
• Returned shipments may be resent upon payment of additional shipping fees.
• Seized or destroyed shipments not returned are not eligible for refund or replacement.

Recommended logistics:

Special Logistics — Guaranteed Service

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

Import Regulations & Buyer Responsibility

• Customers are solely responsible for ensuring products are legally permitted for import into their destination country.
• Customers must verify local import laws before placing an order.
• Customers must confirm whether licenses, certifications, or permits 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 not returned to us.
• Any customs penalties, storage, destruction, or clearance costs are the buyer’s responsibility.

Force Majeure

• We are not liable for delays caused by events beyond our control.
• This includes natural disasters, weather events, 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 and the liability structure of their selected shipping method.

Contact Information

Email: info@premiumdermalmart.com
Phone / WhatsApp: +372 5360 2282