Shipping and Delivery Process

This Shipping & Delivery Policy explains how MedsMonks packs, ships, and delivers orders placed on our website and chat channels. Because we handle medicines and health products, some rules are stricter than those in typical e-commerce. If anything here conflicts with local law, local law prevails.

Where We Ship & What We Ship

Origin: Orders are fulfilled from India by MedsMonks and our licensed partners.
Primary destination: Global (personal-use import). We may serve additional countries on a case-by-case.
Product scope:
- Non-controlled items (e.g., many Rx medicines, health supplements, devices, cosmetics) may ship by courier/post if permitted.
- Controlled/dangerous drugs: MedsMonks does not courier these. Where lawful, they require IC-1 clearance and must be hand-carried by the traveler.

Order Processing Timeline

Verification: Orders may undergo prescription review, product eligibility checks, and permit screening before dispatch.
Processing time: Typically [1–3 business days] for in-stock, non-controlled items after successful checks.
Permits (if needed): Preparing/validating PUC (Personal Use Clearance) or related documents can add [1–5 business days].
Cut-off time: Orders paid before [14:00 IST] enter same-day processing when possible; after the cut-off, move to the next business day. Weekends/Indian public holidays are excluded.

Shipping Methods & Estimates

Express courier (recommended): Major carriers (e.g., DHL/FedEx/UPS or partners). Estimated transit to the Global: [5–7 business days] after dispatch.
Postal/parcel services: Longer transit and limited tracking; used only when suitable.
Hand-carry (controlled medicines): MedsMonks will not ship by courier. Where lawful, we’ll guide you on IC-1 steps for personal hand-carry.
Note: All timelines are estimates. Customs/security inspections, weather, peak seasons, and force majeure can extend delivery.

Tracking & Notifications

Order Tracking: Once your order has been shipped, you will receive a confirmation email or SMS with a tracking number and a link to the shipping provider's website, where you can track the progress of your delivery.
Delivery Updates: You will receive notifications regarding the status of your delivery, including any potential delays or issues that may arise. If you experience any problems, our customer service team is available to assist you.

Shipping Fees, Duties & Taxes

Shipping charges appear at checkout (based on destination, weight/volume, and service level).
Importer of Record: You are responsible for all duties, taxes, brokerage, storage, and permit fees in the destination country.
If a shipment is returned, seized, or destroyed due to missing permits, unpaid duties, or incorrect recipient details, fees charged by carriers/governments are non-refundable (see our Return & Refund Policy).

Address Accuracy & Delivery Attempts.

Please enter a complete, deliverable address (no P.O. boxes where couriers prohibit). Include barangay, landmark, and active phone number.
Couriers typically make multiple delivery attempts. Missed attempts or refusal may lead to return-to-sender or storage fees (your responsibility).

Customs & Permit Checks

Non-controlled Rx by courier/post may require PUC or equivalent personal-use documentation. MedsMonks can guide you, but cannot guarantee approval.
Controlled substances require IC-1 and hand-carry; MedsMonks does not courier these items.
Customs may open parcels for inspection. Keep your order confirmation and prescriptions accessible.

Packaging, Cold-chain & Tamper Safety

MedsMonks uses secure, discreet packaging with tamper-evident seals.
Cold-chain products (when available for your route) ship with insulation and coolants appropriate for the declared transit window. Recipient availability is critical on delivery day. If temperature control is compromised due to missed delivery, the order becomes non-returnable and non-refundable.

Split Shipments & Partial Availability

We may split an order into multiple parcels to expedite in-stock items or comply with per-parcel limits.
If an item becomes unavailable or fails final QA/compliance checks, MedsMonks will notify you and refund or replace that item (your choice, where practicable).

Risk Of Loss & Title

Risk and title transfer to you when the parcel is handed to the carrier (or to you, for hand-carry collections). Please track and ensure someone is available to receive and store items properly.

Delivery on receipt: what to do

Inspect the parcel upon delivery. If you see damage or tampering, photograph the box and contents immediately and contact MedsMonks within 48 hours so we can file a carrier claim.
For shortages/wrong items, contact us within 7 days with photos and your order number.

Failed delivery, return-to-sender & reshipment

If a parcel returns to MedsMonks unopened and intact, we can reship at your cost or refund the product price minus two-way shipping and non-recoverable fees.
If a parcel is not returned or is rendered unsellable (e.g., due to customs disposal, temperature breach, or tampering), we cannot refund product or shipping costs.

Service limits & surcharges

Remote areas may incur additional delivery days and/or surcharges.
Oversized/overweight parcels may require special services or split shipments.
Specific addresses (e.g., restricted zones, government compounds) may need extra documents or are not serviceable.

Changes & Cancellations After Order

Before dispatch, MedsMonks can often edit the address, cancel, or merge orders. Contact us ASAP.
After dispatch, changes are limited and not always possible; extra fees may apply.

Force Majeure

Events beyond our control (customs actions, regulatory changes, extreme weather, strikes, disasters, pandemics) may cause delays. MedsMonks will keep you updated and work toward the best available solution.

Contact MedsMonks

For any shipping-related questions or concerns, please reach out to our customer service team:

- Email: info@indogenmed.in
- WhatsApp/Viber: +63 952 488 3302