Frequently Asked Questions

Products are intended for licensed healthcare professionals, authorised clinics and eligible trade buyers. We may request proof of professional status before approving an order.

Follow the storage range printed by the manufacturer and the product documentation. Refrigerated items should normally be placed into appropriate cold storage immediately after delivery. Do not freeze a product unless the manufacturer specifically requires it.

Some products contain a very small amount of freeze-dried powder that can be difficult to see. Only a qualified professional should inspect and prepare the product according to the manufacturer’s approved instructions.

No. We provide order and customer-service assistance only. Clinical decisions, preparation and administration must be handled by a qualified practitioner using official manufacturer information and applicable medical guidance.

Tracking is normally sent by email after dispatch. Check your inbox and spam folder. Contact support when no tracking update has been received within the stated processing period.

Destination-country customs authorities may apply duties, VAT, clearance charges or documentation requirements. These costs and requirements are the buyer’s responsibility.

Check the delivery address, surrounding area and anyone who may have accepted the parcel. Then contact the local courier with the tracking number. When the matter remains unresolved, contact our support team so an investigation can be requested.

Exact delivery dates cannot normally be guaranteed because transit and customs processing are controlled by external carriers and authorities. Use the courier’s delivery-management options after tracking becomes active.

Contact support immediately. Changes or cancellation may be possible before dispatch. Once a parcel has been handed to the carrier, the return policy applies instead.

Yes. Use the Wholesale page or contact our team with the product names, quantities, destination country and business details so availability and pricing can be reviewed.

Common causes include incomplete contact details, payment verification, stock confirmation, professional-document checks or destination restrictions. Respond promptly to any information request to avoid additional delay.

An order is considered paid after funds have cleared and the payment has been matched to the order. Bank-transfer confirmation time depends on the sender’s bank, country and currency.

Charges imposed by a bank, card issuer, exchange service or intermediary are normally outside our control and are not part of the product price unless confirmed otherwise in writing.

Contact support within the claim period shown in the Refund Policy. Keep all packaging and provide clear photos or an uninterrupted unboxing video when requested.

For health, safety and traceability reasons, opened, used, altered or improperly stored products are generally not returnable. Review the complete Refund Policy before ordering.

Open the account login page, select the password-reset option and follow the instructions sent to your registered email address. Check spam or junk mail if the message is not visible.

Open the Review Page or the relevant product page after delivery. Reviews should describe a genuine order experience and must not contain confidential patient information or unsupported medical claims.