Who are you and where are you located?
We are the distributors of SunPharmaceutical products. Our warehouses are located in 4 major states of India. Mumbai, New Delhi, Kolkata, Patna. In 2014, our company has opened an additional office in the UK to work with our European and American customers. Customer support and billing department are also located in the UK and work 10.00am to 7.00pm GMT
How do you differ from other distributors?
Our company has a network of over 150 drugstores present in all provinces in India, as well as online stores targeted at the foreign market. With a wide distribution network, we can offer products directly from the manufacturer at the lowest prices. We are the most loyal to our customers and adhere to the position “the customer is always right”. We guarantee 100% refund or free shipment of goods in case if the parcel was lost on the way to you, or if the waiting period for the parcel exceeded 30 days for Airmail and 17 days for EMS.
What happens after I have placed an order?
Once we received payment for your order, you will receive “Your order” confirmation with the data on your order and delivery address.
I paid for the order and did not receive an order confirmation, what should I do?
• Order confirmation is sent within 12 hours after payment if it is placed Monday to Friday, and within 24 hours if the order is placed on Saturday or Sunday.
How much time is given for the possible cancellation?
The procedure of processing your order is a minimum of 24 hours. During this time, you can change the parameters of the order and change the delivery address. If you received notification of the dispatch of the order, it means that we cannot make any changes to the parameters of the order and the delivery address.
Can I cancel the order if the goods have been sent to me?
Yes, you can do it. Cancellation procedure is as follows: You waive receipt of the order and inform us about it. Once we see that the order is returned, we will give you a refund. Since the returned order is not subject to resale, the company incurs losses and tries to avoid the recurrence of such cases, so we may decline to process future orders.
My order placed with Airmail delivery is on its way for 20 days already, I'm worried that my order won’t arrive, I do not want to wait for 30 days, I need reshipment immediately.
We can cooperate and send you a reshipment order earlier than in 30 days, but if both orders reach your destination, you will have to pay for the second order. There will be a discount on the second order.
How much time do I have to pick up my order?
As a rule, if the postman did not find you on the spot, they leave a "pickup notice" and send the parcel back to the post office. After receiving the pick up notice, you have 14 days (in the case of Airmail) or 5 days (in the case of EMS) to pick up an order or order redelivery.
Should I be afraid for the safety of my personal data?
All information collected during the order is transmitted over an encrypted ssl connection. We do not store your payment information, and all other information including contact will be used to contact you only within the frames of your current order. We are interested in you to become our regular customer. Our reputation depends on you, so we never send annoying advertising messages via email and never share your information with third parties.
What is the expiry date of the product?
The expiry date is 22 months from the date of manufacture of the product.
Are you shipping overnight mail?
We ship from India, and it is impossible to arrange overnight or 2-3 days shipment. The fastest delivery option is EMS.
What delivery methods do you use, how long is posting in average?
We use the only possible methods of delivery:
What is EMS?
Express Mail Service (abbreviated to EMS) is an international service of express mail delivery, where the customer pays a surcharge to local postal companies for expedited shipment, and delivery is effected not by an international company, but by the local postal operators – members of the Universal Postal Union. Simply put, EMS is a global international courier service, which is not a private company.
What is the difference between the methods of delivery?
Average EMS delivery time, according to our statistics, is 10 days. Sometimes, the delivery time can be up to 17 days*.
How quickly will I get my tracking number?
If you chose EMS, you get your tracking number within three business days after placing your order. In the case of free Airmail with no tracking, you can request information about the location of your order only on the 15th day after dispatch.
What countries do you ship to?
All the countries we ship to are presented on the billing page. If your country is not presented on the billing page, we recommend that you take advantage of forwarding services such as skypax (UK), ukpostbox (UK), reship. com (US). **
How can I track my order?
Customers who ordered EMS shipping receive an additional email with a tracking number within 2-3 days after sending the order to the shipping facility. Tracking information for Airmail shipping is available upon request through the customer support team on the 15th day after sending the order.
The status of my parcel is “retained’ – what does that mean?
After arriving to the customs of the destination country, any parcel gets a “retained” status. This means that the parcel passes customs control. In 2-5 business days, the status is changed to “cleared customs”. If the order is delayed at customs for more than 10 days, we will make the reshipment of the order free of charge.
Do I have to sign for the parcel, how does it look and how is it discreet?
Yes, you will need to sign when receiving the parcel. The parcel is an envelope of A4 size, absolutely discreet. Your privacy is undeniable and we never refer the details of your order on the shipment.
What if I have indicated the wrong address?
We are waiting until the order returns back to us and then we send you a new one, adding a compensation fee of $20.
What is your refund policy?
We do reship or refund on your choice in the following cases:
What methods of payment do you accept?
We accept credit cards and Bitcoins.
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