SHIPPING POLICY
Please take some time to read the below policy and the reason why it's in place. We just want to let you know certain points. We practice as much flexibility as possible, but policy are made so that when there's unreasonable demand, which is very very rare with us, we will have a guide along where it should go. Still practice to be piority to be flexible, so please speak with us first ;)
Here we go,
All policies are made to protect you and for us to better enforce our DeliveryPromise™ to all our valued customers.
About Us
iSlimClinic was originally Duromines.com and DuromineClinic.com , we had to change our name because iNovaPharm was'nt too happy about the trademark infringment and hence, we swapped our name and finally ended with iSlimClinic.com , we have been around since 2007.
We have been in this business since 2007 to serve our customers with Authentic products. Guaranteed no frills, no generics, no fake. Mainly relies on serving repeated customers, we strive our best to make sure items are delivered to you promptly. Top Priority work, Rest assured.
Delivery Promise
We Guarantee your purchase with our DeliveryPromise™. Which means, we guarantee that your items will be delivered to you. No matter where, as long as your orders are accepted by us.
We will NOT be able to assure you that item posted will reach you the first time or within the stipulated time frame due to strict customs in some countries. For urgent orders, please use our DHL service where it will be fully treaceable.
*DeliveryPromise™ will not apply if the destination postal tracking status is indicated as delivered. Ensure that your letterbox is properly secured or inform us to indicate a note not to allow the postman to leave the parcel in the letterbox.
SHIPPING NOTE
A note for customers to understand how shipping are done. iSlimClinic maintains a open policy for transparency. We pay particular attention here for certain country such as Australia due to the strict borders control.
Shipping to Australia
Australia is one of the hardest place on earth to get our items delivered. We have about 5-7% custom default rate out of all our parcels sent to Australia each month. Shipping option (Standard Express / Premium Registered ) normally takes about 10 - 18 working days (Excluding Weekends and public holidays.) for items to be delivered. So if you don't receive it the first time, do not panic, we know what we are doing and we always will do our best for you.
Replacement policy is in place for ALL Australia customers in the event of seizure. Our goal is to make sure that all our customers received what they paid for, and this is how we walked with our customers since 2007. This is our commitment. Have faith in us, and your patience is deeply appreciated. In return, we promise you our 100% service and support. Item will be delivered as we honor our DeliveryPromise™.
** Replacement policy is not covered for customer choosing Premium Postage (Premium Registered mail). Replacement Policy is covered for all other Shipment Options.
Shipping to New Zealand
Registered mail to NZ have slim chance of default. As mails getting into New Zealand is much lesser than any other places. We highly recommend all NZ customers to make use of our DHL service. We have very awesome success rate for NZ customers.
** Replacement policy is not covered for customer choosing Premium Postage (Premium Registered mail). Replacement Policy is covered for all other Shipment Options.
Shipping to Singapore
Our agent clinic will be sending the stock out from Singapore. Standard Registered via Registered mail, takes about 2-4 working days upon postage. Premium SmartPac will be sent via SmartPac and it takes 1-2 working days upon postage. Smartpac will be deposited into your letterbox if there's no one answering the door.
Shipping to Everywhere Else
DHL is available for you. We have not much problem with any country other than Australia and New Zealand. But there might be a very small rare chance where item will be defaulted by custom. Replacement policy is also in place in the event of seizure.
** Replacement Policy is covered for all Shipment Options.
International Shipping Route
Premium Registered / Express Normal mails are sent via National post. After parcels are processed by the local postal company, it will leave the country of origin on the first available flight to the destination country, parcel will than be handled over to the destination's National postal company. The parcel may land far away from your area and hence, additional routing are required. Sometimes, it may takes a few flight routes to ultimately reach the state of the destination. That is why, 10-18 working days is required. Please also exclude Weekends and public holidays. All urgent orders should be sent via DHL.
DHL Queue to Pickup
DHL to Australia will sometimes be on the queue for pickup, this is because we are are only sending 1-2 orders out per pickup, this is to prevent the flooding of customs with the same items which will be flagged for inspection. Each pickup takes about 2-3 working days to clear. We will also indicated the queue in our Twitter status page. We don't have much issues with pickup to any other country.
POSTAGE DURATION
Item purchased will be posted out typically NEXT working day after our payment acknowledgment. Postage will not be done on weekends and public holidays. Should there be any delay, we will inform customers by email. Please keep a look out for our email updates.
SINGAPORE CUSTOMERS
(Premium Registered) : 2-3 working days
(SmartPac) : 1-2 working days
INTERNATIONAL CUSTOMERS
(International Standard Express) :
- 10-18 working days. Time-Frame Tracking. No Tracking numbers will be provided. This provides a safest way of postage.
(International Premium Registered) :
- 10 to 18 working days. On-Point Tracking provided by both posting and destination postal company.
(DHL) :
- 2-4 working days upon pick up.
* Please take note that the above timing will exclude any held-up by customs as mentioned by the Postage company. Sometimes, custom will hold it for few days before releasing the parcel for delivery. Therefore, please take note of this should you need the items urgently, DHL delivery should be the best option.
* Destination postal company in certain countries like Australia and USA does not provide live tracking status. Tracking status will only be available till the point the parcel leave the posting country.
RETURN / EXCHANGE / RMA
If you are not satisfied with the purchase condition, just return it back to us in ORIGINAL condition using the padded envelope we sent you. We will provide you with Full refund (less) the postage and administrative* fees. All RMA postage fees shall be paid by the customers.
As we are not the manufacturer of the products, ONLY items that are damaged during the postage or any mistakes made by our company on the orders will be FULLY refunded or exchanged without administrative fees. We will not provide refunds on poor performance of the products.
*Administrative fees is 10% or ($25.00) of the total invoice price whichever is higher.
NON-RECEIPT OF GOODS
Please allow the timing stated in the Postage Duration for item to be delivered.
As some of the countries (Australia, New Zealand) does not accept E-prescriptions, there will be chances that item will be defaulted by the country’s custom.
Do not worry about the odds, we send averagely 400-500 parcels to all over the world monthly and we are very familiar with the odds of custom’s default. We will not accept orders from country where we know that it is not possible to send. All orders that are accepted are covered by our DeliveryGuarantee™ replacement.
REPLACEMENT WITH CUSTOM’S LETTER
Provide us with the snapshot of the custom’s default letter, we will send out replacement to you immediately. No question asked.
REPLACEMENT WITHOUT CUSTOM’S LETTER
Should item still not delivered by the 30 working days, please notify us. We will verify with the postage company. Replacement will be sent out immediately once verification is done. No Question asked.
REPLACEMENT & REFUND
Please allow at least 18-20 working days for parcel to be delivered. Below is the option for replacement / Refund.
Postage will be in order of;
- 1st Postage Attempt
- 1st Replacement Attempt
- 2nd Replacement Attempt
- We will continue our attempt for replacement should no REFUND option is exercised.
REFUND OPTION
REFUND option after 1st Postage Attempt
20% refund (LESS) the postage fees, can be granted should our 1st Postage Attempt fails.
REFUND option after 1st Replacement Attempt
40% refund (LESS) the postage fees, can be granted should our 1st Replacement fails.
REFUND option after 2nd Replacement Attempt
80% (LESS) the postage fees, will only be granted should our 2nd Replacement fails.
Afterall, the reason why you ordered is to get the item. And that is exactly what we are striving for.
a.) As demand is high, there will be times where we are out of stock, we will always put replacement as prority on top of new orders. We appreciate your patience. All replacement will be placed first.
b.) REFUNDS due to non available of stock for replacement is subjected to the same refund rate listed above.
c.) The count of Replacement attempt is on individual item. If you purchase 2 boxes, each individual box will go through the replacement attempt seperately.
If you need additional clarification on our REFUND POLICY, kindly contact us before payment.