Due to the unprecedented and unpredictable situation we find ourselves in at the moment, we are experiencing delays on some shipments reaching our customers, because of the demand currently being placed on delivery services. Also, due to the strict lockdown and travel restrictions in many countries many of our orders are taking longer than normal at the airports to be cleared by the border services. Once your order has been placed, our logistics team will be in touch with a scheduled delivery date. Please note, however, that there may be delays in delivery as mentioned, which are out of our control.
With this in mind, we recommend that customers wait with patients once orders have been placed. Anyone requiring urgent deliveries please contact us via email at [email protected] to find out the current status of their orders.
Please bear with us and be rest assured that we are doing everything we can to provide you with the best service possible.
Q: 'How long will my order take to be delivered?'
UK and EU and the US orders could take 10 - 14 working days to be delivered and other countries may take longer. But please rest assured your order will still be delivered to you as quickly and as safely as possible.
Q: 'Is my order still coming?'
There may be a delay with your order, but rest assured it is on its way to you. We recommend keeping an eye on your local postal service's website for up to date info on the current status of the delivery service, as this varies from area to area.
Q: 'What extra precautions are in place at the warehouse?'
It has been determined that the likelihood of being exposed to Covid-19 through shipped items is very low. We are taking all necessary precautions in accordance with the guidelines set by the CDC and WHO.
- We have introduced social distancing measures, maintaining a 6-foot distance between each station.
- We've increased our scheduled cleanings at all our fulfilment centres
- We are also distributing PPE such as safety masks and gloves.
Q: 'Non contact postage'
Some local delivery services are opting to use 'non contact delivery' - a method that involves the postal worker knocking your door and leaving the parcel on your doorstep instead of handing it to you directly, to avoid direct human contact.
Q: 'My order has reached my country but the tracking hasn't been updated for a few days.'
Unfortunately, we are experiencing delays with some orders at the customs stage of the delivery as parcels move between countries, particularly for orders with a strikt lockdown delivery address. This is due to limited transportation availability and current safeguarding restrictions set by local government, which has reduced the amount of staff able to work at one time. Customs are also prioritising shipments of medical equipment over commercial packages. Your parcel may be stuck at this stage for a few days as customs prioritise packages but it will be on its way to you soon.
Your Team at