Shipping & Delivery Policy

1. Order Processing

Orders are processed only after the applicable transaction requirements have been completed. These may include:

• Quotation, proforma invoice or order confirmation
• Successful payment verification
• Product availability confirmation
• Completion of required customer or business documentation
• Prescription review where applicable
• Import, export or destination-country documentation where required
• Completion of applicable pharmaceutical, compliance or transaction checks

Processing time may vary depending on the product, quantity, destination, documentation requirements, payment verification and fulfilment arrangements.

2. Dispatch Time

Estimated dispatch information will normally be communicated during the quotation or order-confirmation process.

Some products may require additional procurement, supplier coordination, packaging, export documentation, temperature-controlled preparation or other handling before dispatch.

Any dispatch estimate is subject to successful completion of the applicable order, payment, documentation and regulatory checks.

3. Delivery Time

International delivery times vary depending on factors including:

• Destination country and location
• Shipping or logistics service selected
• Customs and import clearance
• Carrier operations and transit routing
• Regulatory or government inspection
• Public holidays
• Weather, transportation or network disruptions
• Recipient availability
• Destination-country postal or courier conditions

Any delivery date or transit period provided is an estimate unless expressly confirmed otherwise in writing.

4. Shipping Charges

Shipping charges may depend on factors such as:

• Destination country
• Package dimensions
• Actual or volumetric shipment weight
• Shipping method or carrier
• Product handling and packaging requirements
• Temperature-control requirements, where applicable
• Courier, postal, freight or logistics charges

Shipping charges will normally be included in, or separately identified on, the applicable quotation, proforma invoice or invoice before payment.

5. International Shipping

Newlife Medicare serves international business buyers and eligible individual customers where the applicable product and shipment can be supplied in accordance with relevant pharmaceutical, regulatory, import, export and destination-country requirements.

The presence of a country on our website or Global Presence page does not mean that every pharmaceutical product can be shipped to that destination or to every type of customer.

We may decline or place on hold a shipment where the applicable product, customer or destination requirements cannot be satisfied.

6. B2B and Individual Customer Shipments

Shipping requirements may differ between business transactions and eligible individual-customer orders.

Business buyers may be asked to provide company, pharmacy, import, wholesale or other commercial documentation. Individual customers may be asked to provide prescription, identity, import or other supporting information where applicable.

The exact requirements depend on the product, transaction and destination country.

7. Customs Clearance

International shipments may be subject to inspection, documentation review and clearance by customs, postal, courier, health or other government and regulatory authorities.

Customs-clearance and government-processing times are outside the direct control of Newlife Medicare.

Customers may be required to respond directly to the carrier, customs authority or other destination-country body if additional documents, fees or information are requested after shipment.

8. Import Documentation

Customers are responsible for providing valid destination-country prescriptions, permits, licences, identity/customer information, business documentation or other import-related information where required.

Orders may be placed on hold before dispatch until applicable documents have been received and reviewed.

If required documentation cannot be provided, the order may be cancelled or handled according to our Refund & Cancellation Policy, taking into account the stage of processing and costs already incurred.

9. Customs Duties, Taxes and Destination Charges

Customs duties, import taxes, clearance fees, postal charges, brokerage fees and similar destination-country costs are governed by the applicable transaction terms and local requirements.

Where such charges are payable by the customer, they are not included in the product or shipping price unless specifically stated in the quotation, proforma invoice or invoice.

Newlife Medicare does not control charges imposed independently by customs authorities, carriers, banks or other third parties at the destination.

10. Shipment Tracking

Where tracking is available, the tracking number, airway bill number or other shipment reference may be provided after dispatch.

Tracking information may take time to become active after the carrier first receives or scans the shipment.

Tracking events are generated by the applicable carrier or logistics network and may not update continuously during international transit.

11. Delivery Address and Recipient Details

Customers must provide complete and accurate shipping information, which may include:

• Recipient or company name
• Street address
• City
• State, province or region
• Postal or ZIP code
• Country
• Telephone number
• Email address where required by the carrier
• Any destination-specific delivery information reasonably required

Any correction should be communicated before dispatch. Address changes may not be possible after the shipment has been handed to the carrier.

12. Failed or Unsuccessful Delivery

A delivery attempt may fail because of an inaccurate or incomplete address, unavailable recipient, refusal of delivery, missing import documentation, unpaid destination charges, local delivery restrictions or other circumstances attributable to the recipient or destination.

Where a shipment is returned, held or otherwise affected, any additional shipping, return, storage, customs or third-party charges may be considered when determining the available resolution.

13. Damaged Packages

If a parcel arrives visibly damaged, customers should document the condition promptly and contact Newlife Medicare as soon as reasonably possible.

Please retain the outer shipping package, shipping labels, product packaging and affected goods until the matter has been reviewed.

We may request photographs, videos, carrier records or other reasonable evidence to assess the claim.

14. Lost Shipments

Where a shipment appears lost, Newlife Medicare may coordinate with the relevant courier, postal, freight or logistics provider to initiate an investigation or trace request.

Any replacement, credit or refund will depend on the investigation outcome, available carrier remedies, the applicable shipping arrangement and our Refund & Cancellation Policy.

15. Temperature-Sensitive Products

Where temperature-controlled transport is required, additional packaging, carrier, route or service limitations may apply.

Newlife Medicare may decline a shipment where suitable handling or transport conditions are not reasonably available.

16. Restricted or Special-Handling Products

Certain products may be subject to additional shipping restrictions, carrier rules, documentation requirements or destination-country controls.

The fact that a product appears on the website does not mean that it is eligible for international shipment through every carrier, payment method or destination.

17. Regulatory Delays

Newlife Medicare cannot guarantee customs, postal, courier, carrier or government-agency clearance times.

A shipment may be delayed where authorities or carriers request additional documentation, inspection, clarification, payment of local charges or another compliance step.

Such delays do not necessarily indicate loss or non-delivery.

18. Product and Destination Restrictions

Product eligibility differs by country and customer type. Certain medicines may require a valid prescription, import permission, business licence or other supporting documentation before shipment.

Newlife Medicare reserves the right not to dispatch an order where the applicable product, customer, carrier or destination requirements cannot be satisfied.

Where an order cannot proceed, any applicable cancellation or refund will be reviewed under our Refund & Cancellation Policy.

19. Payment Verification Before Dispatch

Where a customer pays through a transaction-specific payment link or another approved payment method, dispatch will occur only after Newlife Medicare has verified that the payment has been successfully received or confirmed for the applicable quotation or order.

A payment screenshot, chat message or customer-side debit notification by itself may not be treated as final payment confirmation until the transaction is verified through the applicable payment provider or banking records.

20. Shipping and Refund Relationship

If a shipment is cancelled, returned, detained, damaged or cannot be completed, any replacement, credit or refund will be assessed under the applicable circumstances and our Refund & Cancellation Policy.

Shipping, customs, packaging, handling, return freight or other third-party charges already incurred may not be refundable where they cannot be recovered.