Shipping policy

International Shipping Policy (EMS)

Our cross-border e-commerce business specializes in selling pharmaceutical (medication) products and ships exclusively via EMS (Express Mail Service). This policy outlines our shipping methods, delivery times, customs considerations, fees, and related terms for international orders. We currently ship to the following countries: United States, Canada, United Kingdom, Switzerland, Australia, New Zealand, China, South Korea, Taiwan, Singapore, Philippines, Malaysia, Thailand, Vietnam, India, Pakistan, and Bangladesh. Please read the details below to understand our shipping process and terms.

Shipping Method: EMS Express Service Only

  • Carrier: All international orders are shipped via EMS (Express Mail Service). We do not use other carriers for international delivery at this time. EMS is a fast, reliable postal express service with door-to-door delivery.

  • Service Features: EMS provides tracking and insurance, ensuring your package can be tracked online and is insured up to a certain value by the postal service. A signature may be required upon delivery.

  • Destinations: We ship via EMS to the countries listed above. If your country is not listed, we regret that we currently cannot ship there. (Note: Some regions or remote areas within these countries may have limited EMS coverage or longer transit times.)

Order Processing & Handling Time

  • Processing Time: Orders are typically processed and prepared for shipment within 1-3 business days after payment is confirmed. This handling time is needed to verify the order, ensure compliance (for pharmaceuticals), and securely package the products.

  • Business Days: Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or holidays will begin processing on the next business day.

  • Dispatch Notification: Once your order is ready for dispatch, we will ship it immediately and send you a shipping confirmation email with tracking information. We strive to dispatch all orders as quickly as possible within the above timeframe.

Estimated Delivery Times by Destination

Delivery times can vary by destination. Below are estimated delivery times (in business days) for EMS shipments after dispatch (not including the processing time). Please note these are approximate averages; actual delivery may be affected by customs clearance or local postal delays:

  • North America (USA, Canada): Approximately 7–14 business days. Major cities often receive packages faster (around one week), while remote areas may take up to two weeks.

  • Europe (UK, Switzerland): Approximately 5–10 business days. Urban destinations (e.g., London) are usually on the faster end (~5–7 days), whereas more remote locations might reach around 10 days.

  • Oceania (Australia, New Zealand): Approximately 7–12 business days. Australian metro areas may receive orders in about a week; New Zealand or remote Pacific areas might take a bit longer (up to 12 days).

  • East Asia (China, South Korea, Taiwan): Approximately 3–7 business days. EMS is quite fast for nearby East Asian destinations; many shipments arrive within a few days, though up to a week is possible for remote regions.

  • Southeast Asia (Singapore, Malaysia, Thailand, Vietnam, Philippines): Approximately 5–12 business days. Singapore and Malaysia often see deliveries in under a week, while countries like the Philippines or more remote locales can take closer to 10–12 days.

  • South Asia (India, Pakistan, Bangladesh): Approximately 8–14 business days. These destinations typically average 8–10 days, but please allow up to two full weeks in case of customs clearance or logistical delays.

Please Note: The above timeframes are estimates excluding any time the package may spend in customs in the destination country. Delays can occur due to customs inspections, seasonal volume, public holidays, or unforeseen events. We cannot guarantee delivery by a certain date. If your package is experiencing a delay beyond the estimated window, feel free to contact us for assistance, and we will help inquire with EMS.

Shipping Fees

  • Shipping Charge: We use EMS international shipping which may incur a shipping fee. Shipping fees are calculated based on the destination country and the weight of the package. The exact shipping cost will be displayed at checkout before you finalize your order.

  • Flat Rate / Free Shipping: (If applicable) Occasionally, we may offer flat-rate shipping or free shipping promotions for certain destinations or order values. Any such offers will be clearly indicated on our website or during checkout. In the absence of a special promotion, the standard EMS shipping fee as calculated will apply.

  • Currency: All shipping fees are usually charged in the same currency as your order. Any currency conversion fees or differences are the customer’s responsibility if your payment method operates in a different currency.

  • Additional Charges: The shipping fee does not include any import duties, taxes, or customs handling fees (see Import Duties & Taxes below). We only charge the postage and handling cost. All other charges levied at the destination are to be paid by the recipient.

Customs and Import Regulations

  • Compliance with Laws: All pharmaceutical products are shipped in accordance with export regulations from our side. However, each country has its own import regulations for medications. It is the customer’s responsibility to ensure that the products you order are permitted for import into your country. Please check your local customs and health authority regulations regarding importing medication or pharmaceutical products before placing an order.

  • Prescription Requirements: Some destinations may require a prescription or import permit for certain medications, even if they are over-the-counter in our country. You, as the importer, must ensure you have any required documentation. We will include an invoice and basic product information in the package, but we do not provide prescriptions or special certificates.

  • Customs Inspection: International shipments of pharmaceuticals might be inspected by customs or other regulatory bodies in the destination country. This could result in delays or additional inquiries. Any information requests or forms required by your customs for clearance must be fulfilled by the recipient. We will assist by providing any standard documentation (e.g., commercial invoice, product information) but we cannot directly intervene with foreign customs agencies.

  • Restricted Items: If an item is restricted or prohibited in the destination country, customs may seize or reject the package. While we endeavor to prevent shipping such items by keeping informed of major regulations, the final responsibility lies with the customer to ensure the medication is allowed. We are not liable for losses if the item is confiscated or destroyed by customs due to import regulations. (See Return/Reshipment Policy below for how such cases are handled.)

  • Country-Specific Notes: If we are aware of specific import restrictions or requirements for a particular country (e.g., specific documentation for import of medicine into your country), we will attempt to notify you either on the product page or via email after ordering. Nonetheless, this may not cover all cases, so please double-check your country’s rules.

Import Duties & Taxes

  • Customer Responsibility: Import duties, taxes, VAT/GST, and any other customs-related charges are the responsibility of the recipient. These fees are not included in our product prices or shipping charges. Your local customs authority determines these fees, and payment is typically due at the time of delivery.

  • Payment of Duties: When your shipment arrives in your country, customs may assess applicable import taxes or duties on the package. The courier (EMS, through the local postal service) or customs office will generally notify you if any payment is required. You are responsible for paying these charges in order to receive your package. If you refuse to pay import duties/taxes and the package is thereby unable to be delivered, it may be returned to us or in some cases destroyed by customs (see Return/Reshipment Policy below for these scenarios).

  • No Control Over Fees: We have no control over these charges and cannot predict their amount, as customs policies and import taxes vary widely by country and by product. For example, some countries might have a fixed import tax or exemption threshold for medications, while others charge a percentage of the product value. For precise information, please contact your country’s customs authority.

  • Customs Declarations: We will declare the shipment value and contents accurately on the customs declaration form (as required by law). We cannot undervalue the invoice or mark the parcel as a "gift" to avoid customs fees, as such actions are illegal. The declared value will match the price you paid for the products (excluding shipping).

  • Customs Delays & Contact: Paying required duties promptly (if applicable) can help avoid delays. Customs might hold a package until fees are paid. Ensure that the contact information you provided with your order is correct; in some cases, customs or the postal agent may contact you to arrange payment or provide additional information.

Tracking Information

  • Tracking Number: All EMS shipments include a tracking number. Once your order is shipped, we will email you the EMS tracking number (and you can also find it in your order details on our website, if you have an account). This tracking number allows you to follow the shipment’s progress.

  • Tracking Website: You can track the package using the provided EMS tracking number on the official EMS tracking website or your country’s postal service website once the parcel has arrived in the destination country. For example, USPS for the United States, Canada Post for Canada, Royal Mail or Parcelforce for the UK, etc. We will provide instructions or relevant links in the shipment confirmation email if possible.

  • Tracking Updates: Please note that tracking updates might not appear in real-time. It can take 1-3 business days after dispatch for the first scans to show up. During international transit, there might be periods of no updates (for example, while the package is in flight or awaiting customs clearance). This is normal. Once the parcel clears customs and is handed over to your local postal carrier, you should see more frequent updates.

  • Delivery Confirmation: EMS typically requires a signature on delivery. The tracking status will update to “Delivered” (or equivalent) once the package has been delivered. If you are not home at the time of delivery, the postal service may leave a notice or contact you for redelivery/pickup.

  • Issues with Tracking: If your tracking number shows no movement or you suspect an issue (e.g., it’s been significantly longer than the estimated delivery time with no updates), please reach out to us. We can assist by contacting EMS on our side to investigate the status of the shipment.