Customer Service

 

 

International order policies 

We are proud to be one of only a few online health retailers that serve customers across the globe. If you live outside of the United States and are placing an order with Medichest, there are just a few things you should know.

First, Medichest does not and cannot track or manage the thousands of international import laws, rules, guidelines and limitations for the more than 200 countries to which we currently ship. We urge all of our international customers to check with their local Customs office or UPS Customer Service Center prior to placing an order if there are any questions regarding the importation of a product, its ingredients or quantity. Please see the "What about Customs regulations and importation laws?" section below for more information.

Second, declaration of package contents and values is mandated by Customs agencies throughout the world. In accordance with these regulations, Medichest must and does report general package contents and fair replacement values. Any and all duties and fees imposed by the destination country are the sole responsibility of the customer. Please see the "What about Customs regulations and importation laws?" section below for more information.

How do I pay for my order? Will Medichest accept my credit card?

Any order for which the billing address and/or shipping destination is outside the United States is considered an international order. 

We accept all credit cards that carry the Discover, Visa, MasterCard or American Express logo. We may require additional information/verification from the cardholder, and we reserve the right to request proof of card validity and/or cardholdership and to contact the cardholder and/or the bank associated with the credit card. We also reserve the right to refuse or deny any order at our sole discretion for any and all reasons.

How does Medichest ship international orders?

We use UPS as our primary international carrier but reserve the right to use additional or alternate carriers at our sole discretion.

What is the shipping schedule for international orders?

International shipments leave our facility on the same schedule as posted for domestic U.S. shipments unless the order contains backordered items. In this case, we may hold shipment of the entire order for up to 7 business days. If the backorder lasts longer than 7 days, we will ship the in-stock items and fulfill the backordered items at a later time. Shipping fees will be adjusted accordingly. A nominal shipping surcharge applies for international backorder shipments. In some cases, we may have to cancel the backorder on discontinued items or for items where shipping costs would be prohibitive.

How long do international orders take to arrive?

International shipments generally arrive at their destination country within 4 to 6 days of shipment, depending on delivery zone. For more details on time-in-transit estimates, visit www.ups.com.

Can I track my international order?

Yes, you can.  All Medichest orders are shipped via UPS. Once your package is scanned and processed by the carrier, an email with the tracking number will be sent to the address you provided when placing your order. This email will come from UPS Quantum View on behalf of Medichest.

Click here to track the progress of your package and view an estimated delivery date.

If you have any questions regarding your delivery, please contact your local UPS Customer Service Center.

How are international shipping fees calculated and what do they include?

Shipping costs for international orders are based on overall package weight and dimensions and an average of shipping zones. Shipping fees cover only the cost of package transportation based on weight and zone formulas, packaging materials and limited, basic insurance. Shipping fees do not include any Customs or brokerage fees, importation taxes, duties, tariffs or penalties; these are the sole responsibility of the customer. By placing an order at Medichest, you agree to pay the full cost of the order and shipping as well as any fees mandated by Customs or the government of the destination country.

What about Customs regulations and importation laws?

Declaration of package contents and values is mandated by Customs agencies throughout the world. In accordance with these regulations, Medichest must and does report general package contents and fair replacement values.

Customs regulations and international import guidelines and laws vary greatly from country to country. Medichest accepts no liability whatsoever for these laws, regulations and guidelines, nor for any fees (including but not limited to taxes, tariffs and duties.) associated with them except where U.S. law obligates us to do so. 

Please note that should you refuse the package because of duty fees that may be associated with it, or for any other reason, you retain responsibility and hereby agree to pay the full purchase price of the order plus shipping costs.

If you have any questions regarding the importation of a product, its ingredients or quantity, we urge you to contact your Customs agency or your local UPS Customer Service Center for information. These agents may be able to guide you as to whether or not your destination country will allow the delivery of a specific item. 

Medichest is not responsible for packages held or denied by Customs in any destination country. Should your package be held or refused by Customs for any reason, you remain responsible for the full purchase price of the order plus shipping costs. Additionally, should you refuse the package because of duty fees that may be associated with it, or for any other reason, you retain responsibility for paying the full purchase price of the order plus shipping costs. When you submit an international order, you accept complete and sole liability and responsibility for the package and its contents once it has left our facility or any facility with which Medichest has contracted.

What if my order is lost or damaged in shipping? Is my order insured?

Should an international order be lost or damaged in shipping, we will open a claim with the shipper. We will replace or issue credit for the lost order or damaged item(s) once the claim has been settled. Our liability in cases of lost or damaged packages is limited only and solely to the amount of the claim paid and settled by the carrier. 

If a package cannot be delivered to the address you provided for any reason other than carrier loss or damage, or should you refuse the package, you remain responsible for paying for the order in full, and you waive all rights to chargeback.

How can I cancel my order?

If you need to cancel your international order, you may do so through your Medichest account for up to 60 minutes after the order is place and before it enters the shipping process.  We regret that we cannot modify products or quantities once an order has been placed.  

From your order history, select your order, then click “View details”. On the order details screen, you can edit or cancel the desired item(s). The status of the item will be clearly indicated on the order details page. Unfortunately, we cannot modify orders after they have entered the fulfillment and shipping process.

We urge all international customers to create an account.  We regret that we cannot accommodate cancellation requests made via phone, email or other means, or outside the window of availability as indicated within your account.

Once an international order has entered the shipping process, it cannot be canceled, and you are responsible for paying the full purchase price of the order plus shipping costs.

Can I return my international order?

Because U.S. law prohibits the re-importation of many health-related products, we cannot accept returns of any international orders.

We reserve the right to cancel or refuse any order at our sole discretion.

Excluded destinations

We do not ship to any destination prohibited by U.S. law.   

In addition, due to shipping and product restrictions, we no longer offer service to Mexico, Spain, Nigeria and Ghana. We apologize for the inconvenience.