Shipping policy

Shipping & Delivery Policy

Last updated: 【08 31, 2026】

Thank you for shopping with us. This Shipping & Delivery Policy explains how orders are processed, shipped, tracked, and handled in the event of a delivery issue.

1. Shipping Destinations

We currently ship to selected countries and regions shown at checkout.
Product availability and shipping options may vary by destination because of local import regulations, carrier restrictions, product ingredients, package weight, or other operational requirements. If no shipping option appears at checkout, we are currently unable to ship the selected products to that destination.

2. Shipping Origin

Orders are currently dispatched from our fulfillment facility in Guangdong, China.
Depending on product availability and operational requirements, an order may be divided into more than one shipment. If this happens, separate tracking numbers may be provided.

3. Order Processing

Orders are normally processed within 2 business days after payment has been successfully confirmed.
Business days do not include Saturdays, Sundays, or public holidays observed at the shipping location. Processing may take longer during promotions, public holidays, inventory checks, severe weather, or periods of unusually high order volume.
Orders requiring additional payment, address, identity, customs, or compliance verification will not be dispatched until the required verification has been completed.

4. Shipping Methods, Costs and Delivery Estimates

Available shipping methods, shipping charges and estimated delivery times are displayed at checkout based on:
Shipping destination;
Package weight and dimensions;
Order value;
Products in the order;
Selected carrier and service level; and
Applicable customs or carrier restrictions.

Estimated delivery times begin after the order has been handed to the carrier. They are estimates only and are not guaranteed delivery dates.
Indicative delivery times:
United States: 7–15 business days
Canada: 7–15 business days
United Kingdom and European Union: 7–20 business days
Australia and New Zealand: 7–15 business days
Other supported destinations: 10–25 business days
The delivery estimate displayed at checkout or in the shipping confirmation shall apply if it differs from the general estimates above.

5. Order Tracking

Once an order has been dispatched, we will send a shipping confirmation containing the tracking number and available tracking link.
Tracking information may take 24–72 hours to update after dispatch. International shipments may be transferred to a local carrier for final delivery, and an additional local tracking number may be generated.

6. Customs, Duties and Taxes

International orders may be subject to import duties, VAT, sales tax, customs clearance fees, brokerage fees or other charges imposed by the destination country.
Where checkout expressly states “Duties & Taxes Included,” the applicable import duties and taxes are collected in advance.
Unless checkout expressly states that duties and taxes are included, the order is shipped on a duties-unpaid basis. The recipient is responsible for paying applicable import charges and providing any identification, tax number, import permit or customs information required by local authorities.
We do not control charges imposed by customs authorities and cannot guarantee that every product will be permitted for import into every country. Customers are responsible for checking local import requirements before ordering.
This section does not limit any rights that cannot legally be excluded under applicable consumer law.

7. Address Accuracy and Order Changes

Customers must provide a complete and accurate recipient name, delivery address, postal code, telephone number and any customs information required for delivery.
Please contact us immediately if an address correction is required. We cannot guarantee that an order can be changed or cancelled after it has entered processing.
Once an order has been dispatched, address changes must be requested directly from the carrier and may involve additional fees. We are not responsible for delivery failure caused by incorrect or incomplete information supplied by the customer, except where required by applicable law.

8. Delays

Delivery may be delayed by customs inspection, severe weather, transportation disruption, public holidays, carrier congestion, security checks, local regulations, force majeure events or other circumstances outside our reasonable control.
If tracking has not updated for 7 business days, or the order has not arrived within 5 business days after the last estimated delivery date, please contact us at  hello@medicaherb.com with your order number.

9. Packages Marked as Delivered

If tracking shows “Delivered” but the package cannot be found, please:
Confirm that the delivery address is correct;
Check the delivery location, mailbox, reception desk and nearby safe places;
Ask household members, neighbours or building management;
Review any delivery photo or proof of delivery;
Contact the carrier; and
Allow up to 48 hours, as some carriers may update tracking before completing physical delivery.
If the package still cannot be located after 48 hours, contact us at hello@medicaherb.com. We may request written confirmation, proof of identity or other supporting information before opening an investigation.

10. Lost Packages
A shipment is considered lost only after the carrier confirms the loss or the carrier’s investigation has been completed.
If a package is confirmed lost and the delivery information provided by the customer was correct, we will, subject to review and applicable law, offer a replacement or refund for the affected products.
Claims must be submitted within 30 calendar days after the last estimated delivery date.

11. Damaged, Leaking or Incorrect Items

Please inspect the package promptly after delivery.
If an item arrives damaged, leaking, opened, missing or incorrect, contact us within 7 calendar days of delivery and provide:
Order number;
Description of the problem;
Photographs of the outer shipping package;
Photograph of the shipping label;
Photographs of the affected product, batch number and expiry date; and
An unboxing video, if available.
Please retain the packaging and affected product until we confirm whether they may be discarded or must be returned. Approved claims may be resolved through replacement, refund or another remedy required by applicable law.
Do not consume a product if its seal is broken or if you have concerns about its safety or integrity.

12. Missed, Refused and Unclaimed Deliveries

Customers are responsible for monitoring tracking information and responding promptly to delivery or customs notices.
If delivery fails because the recipient is unavailable, refuses the shipment, provides incorrect information, fails to collect the package, fails to provide customs documents, or declines to pay applicable import charges, the package may be returned, abandoned or destroyed by the carrier or customs authority.
If the package is successfully returned to us in acceptable condition, any approved refund may exclude original shipping charges, return shipping, customs duties, taxes, storage, handling and disposal fees, subject to applicable law.
No refund can be guaranteed where a package is abandoned or destroyed and cannot be returned to us.

13. Product and Destination Restrictions

Certain products may be unavailable in particular countries because of ingredient restrictions, labeling rules, import limits, carrier requirements or local laws.
We may remove restricted products from an order, request additional information, change the available shipping method, or cancel and refund the affected item before dispatch.
Availability on our website does not by itself confirm that a product may legally be imported into every destination.

14. Contact Us

For shipping assistance, contact:
Company: Shanghai Shujia Medical Technology Co., Ltd.
Email: hello@medicaherb.com
Business address: Room 405, Building 5, Lane 1466, Shenchang Road, Minhang District, Shanghai
Customer service hours: Monday–Friday, 9:00 AM–6:00 PM China Standard Time (UTC+8), excluding public holidays.

Please include your order number and tracking number when contacting us.