Shipping Policy

Effective date: September 1, 2026
Last updated: September 1, 2026

This Shipping Policy explains the processing, delivery, tracking, customs, and discreet-packaging practices for orders placed through MedsGrove.com.

By placing an order, you agree to this Shipping Policy together with our Terms & Conditions.

1. Shipping Destinations

MedsGrove provides international delivery to available destinations, including the United States, the United Kingdom, European countries, and other supported regions.

We do not currently accept or ship orders to Mainland China.

The availability of a destination during checkout does not guarantee that every product may legally be imported into that destination. We may cancel an order if shipping would violate applicable law, customs rules, carrier restrictions, sanctions, or product restrictions.

2. Order Processing

Orders are normally processed within 1–2 business days after:

  • Payment has been successfully authorised.
  • The order information has been received.
  • Any necessary fraud, address, or payment verification has been completed.

Business days normally exclude Saturdays, Sundays, and public holidays in Hong Kong or the relevant fulfilment location.

Orders placed during weekends, public holidays, sales campaigns, or periods of unusually high demand may require additional processing time.

3. Estimated Delivery Times

Estimated delivery times begin after dispatch and do not include order-processing time.

  • United States: approximately 7–15 business days.
  • United Kingdom and Europe: approximately 7–18 business days.
  • Other supported destinations: approximately 10–25 business days.

These estimates are provided for general guidance only and are not guaranteed delivery dates.

4. Possible Delivery Delays

Delivery may be delayed by circumstances outside MedsGrove’s reasonable control, including:

  • Customs inspections or import procedures.
  • Incorrect or incomplete delivery information.
  • Carrier congestion or operational disruption.
  • Weather, natural disasters, or public emergencies.
  • Public holidays and peak shopping periods.
  • Security screening or fraud-prevention checks.
  • Government action, sanctions, or changes in import rules.
  • Local postal or last-mile delivery problems.
  • Strikes, transport interruption, or civil disruption.

A delayed parcel is not automatically considered lost.

5. Shipping Confirmation and Tracking

Where tracking is available, we will send a shipping confirmation containing a tracking number or tracking link after dispatch.

Tracking information may require several business days to appear or update after the parcel is handed to the carrier.

International tracking may pause while a parcel:

  • Travels between countries.
  • Waits for customs clearance.
  • Transfers between international and local carriers.
  • Enters a destination country’s postal network.

A lack of recent tracking activity does not necessarily mean the parcel is lost.

6. Discreet Packaging

MedsGrove normally ships orders in plain or discreet outer packaging. We avoid placing unnecessary product or adult-wellness information on the outside of the parcel.

However, carriers, customs authorities, and applicable laws may require:

  • A sender or fulfilment name.
  • A delivery address.
  • A customs description.
  • The declared value.
  • A country of origin.
  • Other legally required information.

Discreet packaging does not prevent customs officers or carriers from inspecting a parcel.

7. Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address, including:

  • Recipient’s full name.
  • Street address and unit or apartment number.
  • City, state, province, or region.
  • Postal or ZIP code.
  • Destination country.
  • Valid telephone number and email address.

Please review the address carefully before completing payment.

Contact us immediately if an address needs to be changed. We will attempt to update the address before dispatch, but changes are not guaranteed once processing has started.

8. Incorrect or Incomplete Addresses

MedsGrove is not responsible for delays, failed delivery, or loss caused by an incorrect, incomplete, outdated, or undeliverable address supplied by the customer.

If a parcel is returned because of an address error, the customer may be required to pay additional shipping costs before the parcel is sent again.

Where permitted by law, original shipping charges and other unrecoverable carrier costs may be deducted from a refund caused by a customer address error.

9. Import Duties, Taxes, and Customs Charges

International orders may be subject to import duties, taxes, customs charges, handling charges, or brokerage fees imposed by the destination country.

Unless checkout expressly states otherwise, these charges are the customer’s responsibility and are not included in the product or shipping price.

MedsGrove cannot control or predict the amount of customs charges.

10. Import Restrictions

Customers are responsible for checking whether the products they order may be legally purchased, imported, possessed, and used in their destination country.

Product and ingredient rules differ between countries. A product available for sale on MedsGrove may still be restricted by a destination country.

We may cancel an order before shipment if we become aware of a material legal or shipping restriction.

11. Customs Inspection, Refusal, or Seizure

Customs authorities may inspect, hold, delay, refuse, return, or seize an international parcel.

If customs requests information or payment, the customer should respond within the required period.

If a parcel is returned to MedsGrove, contact customer support. Any refund or reshipment will be reviewed according to:

  • The reason for the customs action.
  • The condition of the returned products.
  • Applicable hygiene and product-safety rules.
  • Unrecoverable shipping, customs, or handling charges.
  • Mandatory consumer rights.

MedsGrove does not guarantee a refund when a parcel is refused or seized because the customer attempted to import a prohibited or restricted product, except where applicable law requires otherwise.

12. Delivery Confirmation

An order may be treated as delivered when the carrier confirms delivery to:

  • The shipping address provided during checkout.
  • A resident or authorised recipient at that address.
  • A reception desk, mailroom, parcel locker, or collection point.
  • A safe location selected by the customer or carrier.
  • A neighbour or alternative recipient where authorised.

If tracking shows delivery but you cannot locate the parcel, please:

  1. Check the delivery address on your order.
  2. Check with household members, reception, neighbours, or the selected collection point.
  3. Review any carrier delivery photograph or notice.
  4. Contact the local carrier.
  5. Contact MedsGrove if the parcel remains missing.

13. Lost Parcels

A parcel may be considered potentially lost when it has not been delivered within a reasonable period after the estimated delivery window and the carrier cannot confirm its location.

Before approving a refund or replacement, MedsGrove may open a carrier investigation and request:

  • The order number.
  • Confirmation of the shipping address.
  • A written non-receipt statement.
  • Information requested by the carrier or payment provider.

Carrier investigations may require additional time.

For an eligible confirmed lost parcel, the customer may normally choose between a replacement and a refund, subject to product availability and applicable law.

14. Damaged Parcels

If a parcel or product arrives damaged, contact us as soon as reasonably possible and within 30 days after delivery.

Please retain the product, outer packaging, shipping label, and all included materials until customer support provides instructions.

We may request clear photographs of:

  • The outer packaging.
  • The shipping label.
  • The damaged product.
  • The product batch or lot information.
  • The condition of the internal packaging.

Do not use a product if its safety seal, container, or packaging appears damaged or tampered with.

15. Incorrect or Missing Products

If an order contains an incorrect product or is missing an item, contact customer support within 30 days after delivery.

After verification, the customer may normally choose an eligible replacement or refund for the affected item.

16. Split Shipments

Products from the same order may occasionally be shipped separately. Separate parcels may have different tracking numbers and delivery dates.

A partial delivery does not necessarily mean an item is missing. Please review all shipping confirmations before contacting support.

17. Failed or Refused Delivery

If delivery fails because nobody is available, the carrier may:

  • Attempt delivery again.
  • Leave the parcel at a collection point.
  • Request collection within a specified period.
  • Return the parcel to the sender.

Customers are responsible for monitoring tracking and collecting parcels within carrier deadlines.

A voluntary refusal of delivery does not automatically qualify for a full refund. Any refund will be reviewed under our Refund & Return Policy and applicable law.

18. Order Cancellation Before Dispatch

You may request cancellation before dispatch by contacting customer support.

Cancellation is not guaranteed because processing and fulfilment may begin shortly after payment.

If the order has already been dispatched, it cannot normally be cancelled during transit.

19. Shipping Delays and Cancellation Rights

If we become unable to ship an order within the promised or legally permitted period, we may:

  • Notify you of the delay.
  • Provide a revised estimated shipping date.
  • Request your agreement to continue waiting.
  • Offer cancellation and a refund where required by law.

If MedsGrove cannot fulfil an order, we will cancel the affected order and issue the legally required refund.

20. Contact Us

For shipping, tracking, damage, or non-delivery questions, contact:

MedsGrove
Email: support@medsgrove.com
WhatsApp: +1 555 123 4567

Please include your order number when contacting customer support.