Delivery Policy

DELIVERY POLICY

1. Overview

This Delivery Policy sets out the terms and conditions governing the shipment and delivery of products purchased from IslandGateMedical through our website.

By placing an order with us, you acknowledge that you have read, understood, and agree to the delivery terms set out in this policy.

2. Order Processing

Orders are generally processed within one (1) to three (3) business days after successful payment has been received.

Processing times may vary due to factors including, but not limited to:

• Product availability
• Order verification procedures
• Peak sales periods
• Public holidays

Once your order has been processed, you will receive an order confirmation email containing your shipping details and, where available, tracking information.

3. Delivery Locations

We deliver to the locations available during the checkout process.

If your preferred delivery destination is not listed, please contact our Customer Support Team to enquire about shipping availability.

Please note that certain large medical equipment may only be available for delivery to selected locations due to shipping and logistical constraints.

4. Shipping Methods

Orders may be delivered using one or more of the following methods:

• Courier delivery services
• Freight transportation services for oversized or heavy equipment
• Local delivery partners

The shipping method selected for your order will depend on factors such as:

• Product size and weight
• Delivery destination
• Availability of shipping providers

5. Delivery Timeframes

Estimated delivery times are as follows:

The above delivery timeframes are estimates only and are not guaranteed. Delivery may be affected by circumstances including:

• Adverse weather conditions
• Customs clearance procedures
• Courier or transportation delays
• Public holidays

6. Shipping Costs

Complimentary shipping is available for deliveries within Hong Kong and Japan.

For international deliveries to other countries, customers are requested to contact our Customer Support Team before placing an order to confirm shipping availability and any applicable delivery charges.

7. Delivery of Large Medical Equipment

Certain products may require specialised handling, freight transportation, or additional delivery arrangements.

Depending on the product and delivery location, additional conditions may apply, including:

• Scheduled delivery appointments
• Ground floor delivery only, unless otherwise agreed
• Additional delivery or handling charges

Where necessary, our Customer Support Team will contact you to arrange suitable delivery logistics before dispatch.

8. Order Tracking

Where tracking services are available, customers will receive a shipment confirmation containing a tracking number once the order has been dispatched.

Tracking information may be used through the relevant courier's tracking platform to monitor the progress of your delivery.

9. Failed Delivery Attempts

If delivery cannot be completed due to circumstances such as:

• An incorrect or incomplete delivery address
• The recipient being unavailable
• Refusal to accept the delivery

the courier may, at its discretion:

• Attempt to redeliver the order
• Return the shipment to IslandGateMedical

Where reshipment is required, additional shipping charges may apply.

10. Damaged or Missing Items

Customers are encouraged to inspect all deliveries immediately upon receipt.

If your order arrives damaged, defective, or incomplete, please notify us within forty-eight (48) hours of receiving your shipment.

To assist us in resolving the matter promptly, please provide:

• Your order number
• A description of the issue
• Photographs of the damaged product, where applicable

Following our review, we will determine the appropriate resolution, which may include a replacement, repair, or refund, where applicable.

11. Delivery Delays

While we make every reasonable effort to deliver orders within the estimated delivery timeframes, delays may occur due to circumstances beyond our reasonable control, including:

• Courier or transportation service disruptions
• Customs inspections or clearance delays
• Natural disasters or severe weather events
• Public health emergencies or other unforeseen circumstances

IslandGateMedical shall not be responsible for delivery delays caused by third-party shipping providers or events beyond our reasonable control.

12. Incorrect Shipping Information

Customers are responsible for ensuring that all shipping information provided during checkout is accurate and complete.

We are not responsible for delivery failures or delays resulting from:

• Incorrect or incomplete delivery addresses
• Missing apartment, suite, or unit numbers
• Incorrect contact details

Any additional costs incurred due to inaccurate shipping information may be the responsibility of the customer.

13. Contact Information

If you have any questions regarding this Delivery Policy or the delivery of your order, please contact us at contact@islandgate-medical.com.