Verzendbeleid
Medetone B.V.
Last updated: 12 January 2026
This Shipping Policy explains delivery options, tracking, delivery attempts, and how we handle delivery issues for orders placed on medetone.com by EU customers.
Because some items may be prescription-only and may require appropriate handling, delivery timelines are estimates and may vary based on clinical review, product availability, destination, and carrier performance.
For support, contact info@medetone.com and include your order number.
1. Delivery options
Delivery options and fees are shown at checkout and may vary by destination and product.
2. DHL Express delivery
2.1 Dispatch cut-off
Orders placed and approved before 15:00 (local time) are typically prepared and handed to the carrier the same day, subject to clinical review and operational capacity.
2.2 Delivery timeframe
DHL Express delivery typically takes 1 business day after dispatch.
2.3 Tracking updates
After dispatch, you will receive tracking details by email and, where available, SMS notifications with delivery updates.
2.4 Missed delivery
If you are not available at the time of delivery, DHL may leave a notification and provide options to arrange redelivery or collection according to DHL’s local procedures.
3. Same-day courier delivery (where available)
3.1 Availability
Same-day courier delivery may be available for certain EU locations.
3.2 Fees
Courier fees are calculated at checkout based on the delivery postcode and service availability.
3.3 Timing
Same-day delivery windows and cut-off times are shown at checkout and may vary by location.
4. Delivery instructions and “safe place” delivery
4.1 Customer instructions
If you provide delivery instructions, you are responsible for ensuring they are accurate and suitable.
4.2 Safe place delivery
If you choose to have your parcel left in a “safe place”, or instruct the carrier to deliver without signature, this is at your own risk.
We do not provide refunds or replacements for items that are lost, stolen, or damaged after the carrier records the order as delivered to a safe place chosen by you.
5. Lost, delayed, or missing parcels
5.1 Reporting timeframe
If your parcel has not arrived by the expected delivery date, contact us as soon as possible. Where possible, notify us within 7 business days of the expected delivery date so we can open a carrier investigation promptly.
5.2 Investigation process
We may open an investigation with the carrier. Carrier investigations can take time and may take several weeks depending on the carrier and destination.
5.3 Outcomes
If the carrier confirms loss, we will assess the appropriate resolution in line with patient safety requirements, including whether reshipment is possible. Where reshipment is not possible due to product safety requirements, we will issue a refund in accordance with our Refund Policy (EU).
6. Use of third-party or customer-arranged carriers
If you choose to use your own carrier or any third-party carrier not arranged by Medetone, the following applies:
6.1 Responsibility and risk
We are not responsible for items that are lost, missing, delayed, or damaged while in the possession of a third-party carrier arranged by you.
6.2 No replacement or refund
We do not offer refunds or replacements for orders not delivered or not safely delivered by third-party carriers arranged by you.
6.3 Transfer of responsibility
Our responsibility ends once the order is handed to your chosen carrier. Any dispute must be resolved directly with that carrier.
We strongly recommend using Medetone-arranged delivery services for full traceability, appropriate handling, and customer support.
7. Acceptance at checkout
By placing an order, you confirm that you have read and understood this Shipping Policy, including the sections relating to:
- Delivery timelines and carrier performance
- Safe place delivery risk
- Lost or missing parcels
- Use of third-party carriers
8. Customs, Duties, and International Shipping
8.1 Import Compliance: It is the patient’s responsibility to ensure that any medication ordered is permitted for import into their country of residence. We are unable to verify local import laws for every destination, so we kindly ask that you confirm your country’s regulations before completing your purchase.
8.2 Customs and Regulatory Delays: If an order is returned to us because it is not permitted in your country, or due to a failure to meet local customs requirements, we are unable to provide a refund or a replacement.
8.3 Product Integrity and Disposal: To maintain strict safety and clinical standards, we cannot reuse or resell medication once it has left our pharmacy. Therefore, any items returned to us by customs or postal authorities must be disposed of and cannot be reshipped.