Shipping & Returns Policy

As soon as we receive your order we will send you an email order confirmation. This will be followed up within 24 hours by a second email to inform you that we are processing your order. If there is a problem with supply or payment, we will notify you immediately.

We usually complete the processing and shipping of your order on the same day. You will receive a shipping confirmation email with a track and trace number, if applicable to the shipping method you have chosen. Shipping times will be included in the email, and our contact details if you have any queries.

Scroll down the table at the bottom of the page to find the shipping methods available to your country, with expected shipping times, whether a signature is required and if track and trace is available.

In some countries, both free and premium shipping is available, however, we are unable to offer Premium Shipping to US-based customers.

Registered versus regular airmail

Although we can use both regular and registered airmail post, we recommend registered airmail. This is a more secure method, and your order is less likely to be lost or stolen in transit. However, a signature is required. If you cannot be available to receive and sign for your order, a delivery notice will be left for you. This will let you know that a delivery has been attempted and that you can arrange another delivery time, or collect your order from a specified post office. Your order will be held at that address for 4 weeks.

We guarantee the shipment of most orders within 24 hours of receipt. However, delivery times are determined by the postal or courier service used. These are shown in the table below.

Customs regulations in your country can delay your order. Please be aware that if you have not received your order within your expected timeframe, it may be held by your customs department. Your order can be held for up to 14 days before you are notified.

Please give your order an extra 7 days on top of the expected delivery time before you contact us. This will help us establish whether the delivery is taking longer than expected, the order has been delayed at customs or has been lost.

We can deliver to your preferred destination:

• your home address
• your work address
• a PO box or an APO (army post office) address, provided you have not chosen Fedex as your delivery method.

Note: Your primary delivery address is set on the My Account Page, which you can access once you have logged on. Select PO BOX or APO address, as required.

Your order is shipped from our off-shore base pharmacy in the Pacific region to you via your country’s customs department. Your order will then be subjected to the your local imported goods regulations, which may cause a delay of a few days or weeks while your order is being processed. To avoid the inconvenience of running out of your medications, we advise you to order well ahead.

UK customs and VAT

If you are a UK resident, you may be charged VAT for importing goods into the UK. The UK HM Customs and Excise department may also charge you a service fee of £8.00 by the Royal Mail to collect the VAT. These charges are your sole responsibility as a customer, and we do not take any responsibility for their payment.

Although it is illegal to obtain medications in the UK without a valid doctor’s prescription, UK customs will accept imported medications without a prescription, provided import VAT charges are paid. These are the charges you as a customer will face, but you will not be required to pay any duty on your medications.

You will receive a full refund on any product that is returned to us promptly, and in the same condition that you received it. The order should be unopened, unused and with an expiry date of more than 6 months. Returned products will be added to our stock for resale, so we cannot refund any products that do not meet these criteria.

Lost orders

If you have not received your order, we will either reship it for you or give you a refund, provided you have notified us within 8 weeks from the shipping date weeks. We cannot reship or refund after that time.

We will replace your order provided you have given us the correct shipping address. You must also have waited at least a further 7 days from the expected delivery date to allow for possible customs delays.

Incorrect address

If the address you have provided is incorrect, we will process a replacement order, but you will be charged. We will refund your original order once it has been returned to us, which may take some time, as no return postage has been paid.

Product quality

Our quality guarantee to you is that products ordered from our web site should reach you in the same good condition that they left the manufacturers, with the seal intact, and an acceptable expiry date. Any product that does not meet our quality expectations will be reviewed and either replaced or refunded at our discretion.

We will cancel and refund any order cancelled before the order is processed and issued for shipping. This is usually within 24 hours. If you cancel after the order is issued for dispatch, we will process a product return as described in our Returns and refunds policy.