Shipping Policy

1. Where we ship

We ship throughout the United States. We also ship many products internationally, as shown by the shipping options available for your address at checkout.

In this policy, an international order is any order whose shipping address is outside the 50 U.S. states and the District of Columbia. This includes:

• U.S. territories such as Puerto Rico, Guam and the U.S. Virgin Islands; and
• all other countries.

If you do not enter a separate shipping address, your billing address is used.

2. Order processing times

• Most orders placed before 11:30 AM Eastern Time, Monday to Friday, ship the same business day.
• Some orders ship within 1–3 business days of processing.
• Orders placed after 11:30 AM Eastern Time on a weekday, or at any time on Saturday or Sunday, ship the next business day.
• If an item is out of stock or on backorder, we notify you and ship it as soon as it is available. Special-order items may have longer lead times, as stated on the product page.
• All delivery estimates are counted in business days.

3. U.S. shipping methods and costs

Standard shipping is sent by FedEx or UPS. When an order ships free, we choose the carrier and service based on speed and cost.

• Free standard shipping (usually 2–7 business days) on orders over $100.00 shipped within the contiguous United States. Alaska, Hawaii and U.S. territories are excluded.
• Faster options: FedEx Expedited, UPS Ground and UPS 2nd Day Air are available at an additional cost. The rates are shown at checkout.

Shipping charges are not refundable except where the order is refunded because of our error, as described in our Return, Exchange & Refund Policy.

4. Delivery, tracking and damage

Tracking details are emailed when your order ships. Carrier tracking showing delivery to your address is proof of delivery.

Please inspect your delivery promptly. Report visible damage, shortages or an incorrect item within 48 hours, with photos. If an order shows as delivered but you cannot find it, tell us within 7 days so we can open a carrier investigation.

Healthcare DME is not responsible for carrier delays beyond our control.

5. International orders

International orders ship using the international carrier options shown at checkout. Shipping charges are calculated by the carrier, shown before you pay, and are not refundable.

Our responsibility covers:

• secure packaging;
• handing the order to the carrier; and
• providing standard export documents, such as the commercial invoice and packing list.

Before you order, it is your responsibility to make sure that the products are lawful to import and use in the destination country. This includes any prescription, registration or medical-device requirements there.

At checkout, international customers must tick a separate box accepting the terms in Sections 5 to 8. The acceptance is recorded with the order and repeated in the order confirmation email.

6. Import duties, taxes and customs

For international orders, the customer or patient is the importer of record and is solely responsible for all charges imposed at the destination, including:

• import duties and tariffs;
• value-added tax (VAT), goods and services tax (GST) and other taxes;
• customs clearance, brokerage and carrier handling fees; and
• any fines, storage or other charges caused by local regulations or delays in clearance.

These charges are not included in our prices or shipping rates. They are billed by the carrier or customs authority and are normally payable before or on delivery. Healthcare DME cannot predict or refund them.

7. International orders are final sale

Because international orders cannot be economically returned through customs, all international orders are final sale. Once an international order is placed and paid:

• it cannot be cancelled;
• it is not eligible for return, exchange or refund; and
• no refund is given for refused, abandoned or unclaimed shipments, for shipments seized, held or destroyed by customs, or for shipments returned because duties, taxes or fees were not paid. This also applies to shipping charges, duties and taxes.

The only exceptions are:

• We cannot ship your order. If an item is unavailable or cannot be shipped to your destination, we cancel the order and refund the amount you paid in full.
• Defective or incorrect item. If an item arrives defective or is not the item you ordered, contact us within 48 hours of delivery with photos. We will arrange a replacement, or a manufacturer warranty repair. If neither is possible, we will refund the item price.

8. International delivery and customs delays

International delivery times are estimates provided by the carrier and are not guaranteed. Customs inspections and local holidays can add days or weeks.

Healthcare DME is not responsible for any of the following:

• delays, inspections, duties or charges imposed by customs authorities;
• items held, seized or destroyed because of the destination country’s import rules; or
• delays caused by an incorrect or incomplete address or recipient information.