Kargo politikası

Section 1 - Order Processing

All orders are processed within 1–3 business days (Monday–Friday, excluding public holidays in Hong Kong). Orders placed after 2:00 PM (HKT) may be processed the following business day. You will receive an email confirmation with tracking information once your order has shipped.

⚠️ Due to the medical nature of our products, orders may be subject to additional verification to ensure accurate and safe delivery.

Section 2 - Shipping Destinations

We ship to customers worldwide. Shipping availability and rates vary by destination. Some regions may have restrictions on the import of medical supplies — please verify local regulations before ordering.

Section 3 - Shipping Methods & Estimated Delivery Times

Shipping Method	Estimated Delivery	Notes
Standard International	7–15 business days	Tracked
Express International	3–7 business days	Tracked & Insured
Domestic (HK)	2–4 business days	Tracked

Delivery times are estimates and may vary due to customs clearance, carrier delays, or public holidays.

Section 4 - Shipping Rates

Shipping rates are calculated at checkout based on destination, package weight, and selected shipping method. Free shipping may be available on qualifying orders — check our current promotions for details.

Section 5 - Medical Product Handling

Gemmy Medical products — including ostomy pouches, hydrocolloid dressings, barrier rings, and wound care supplies — are packed with care to maintain product integrity and sterility. All items are shipped in discreet, tamper-evident packaging.

Products are inspected before dispatch
Temperature-sensitive items are packaged appropriately
Sterile products are never shipped if packaging integrity is compromised

Section 6 - Customs, Duties & Taxes

International orders may be subject to customs duties, import taxes, and fees levied by the destination country. These charges are the responsibility of the customer and are not included in our shipping rates. Gemmy Medical is not responsible for delays caused by customs processing.

Section 7 - Order Tracking

Once your order ships, you will receive a tracking number via email. You can track your shipment through the carrier's website or via the tracking link in your confirmation email.

Section 8 - Lost, Damaged, or Delayed Shipments

If your order is lost, arrives damaged, or is significantly delayed, please contact us within 14 days of the expected delivery date. We will work with the carrier to investigate and resolve the issue promptly.

Damaged goods: Retain all original packaging and take photos — these are required for carrier claims

Lost shipments: We will initiate a carrier investigation and arrange a replacement or refund as appropriate

Section 9 - Returns Due to Failed Delivery

If a package is returned to us due to an incorrect address, failed delivery attempts, or refusal of customs, the customer will be responsible for re-shipping costs. Refunds for returned packages will be issued minus original shipping fees.