Shipping policy

 

Shipping Policy

Effective Date: January 2025

At Hematix, we want you to receive your order as quickly and smoothly as possible. This policy explains how we process, ship, and deliver your orders.

1. Shipping Destinations

We currently ship to the United States, United Kingdom, Canada, Australia, and select EU countries. If your country is not available at checkout, we do not ship there at this time.

2. Order Processing Time

All orders are processed within 1–3 business days (Monday–Friday, excluding holidays).

Processing includes order verification, quality inspection, packaging, and handoff to the shipping carrier.

Note: During peak periods (holidays, promotions, sales events), processing may take slightly longer. If there is a significant delay, we will notify you and offer available options.

3. Estimated Delivery Times

Delivery times begin after your order has shipped, not when it is placed.

Destination Estimated Delivery
United States 5–10 business days
United Kingdom 5–10 business days
Canada 6–12 business days
Australia 6–12 business days
EU (select countries) 6–12 business days
Other international 7–15 business days

Please note: Delivery estimates may be affected by weather conditions, customs processing, carrier delays, peak seasons, or incorrect address details.

4. Shipping Costs

We offer FREE standard shipping on all orders.

All shipping options and any applicable fees are displayed at checkout before payment.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email with a tracking number.

Tracking information may take 24–72 hours to update after the carrier receives your package.

To track your order anytime, visit our Track Order page.

6. P.O. Boxes & Parcel Lockers

We can ship to P.O. boxes and parcel lockers where supported by the carrier. If your address cannot be serviced, we will contact you to request an alternate address.

7. Address Accuracy

Please ensure your shipping address is complete and accurate at checkout.

If you notice an error after placing your order, contact us immediately at help@myhematix.com. Once an order has shipped, we may not be able to modify the delivery address.

If a package is returned due to an incorrect address, refused delivery, or failure to collect, we may offer:

  • Reshipment (additional shipping fees may apply), or
  • Refund excluding original shipping costs (if applicable)

8. Customs, Duties & Taxes (International Orders)

International shipments may be subject to customs duties, taxes, VAT, or import fees imposed by the destination country.

These charges are not included in your order total and are the customer's responsibility. Customs processing may also cause delays beyond our estimated delivery times.

9. Split Shipments

In some cases, items within the same order may ship separately. If this happens, you will receive separate tracking information for each shipment.

10. Missing or Lost Packages

If tracking shows "Delivered" but you did not receive your order:

  1. Check around the delivery location and with neighbors or household members
  2. Contact the local carrier with your tracking number
  3. Email us at help@myhematix.com with your order number and tracking details

We will assist you with a carrier inquiry and work toward a resolution.

11. Damaged Packages

If your order arrives damaged:

  1. Email help@myhematix.com within 48 hours of delivery
  2. Include your order number and clear photos of the damaged item(s) and packaging

We will review your case and help resolve the issue promptly.

12. Returns & Refunds

For information about returns, exchanges, and refunds, please see our Refund Policy.

Key points:

  • 30-day return window for defective items
  • Free return shipping provided
  • No restocking fees

13. Contact Us

For any shipping questions or order support:

📧 Email: help@myhematix.com

We typically respond within 24–48 hours on business days.