Shipping policy

Introduction

At Excel Med Supplies, we understand the critical nature of medical supplies and the importance of timely, safe, and reliable delivery. As a trusted supplier to hospitals, ambulance services, care providers, and the public, we are committed to ensuring that our products are delivered efficiently, securely, and in compliance with healthcare and regulatory standards.

Objectives
• Provide a consistent, reliable, and professional delivery service.
• Ensure safe handling of medical supplies.
• Meet urgent healthcare needs with flexible options.
• Comply with health, safety, and transport regulations.
• Maintain transparency with delivery terms, costs, and timelines.

Scope
This policy applies to all customer groups (hospitals, ambulance services, care homes, and the general public), all products supplied by Excel Med Supplies, and all delivery channels including company fleet and third-party partners.

Delivery Standards
1. Order Processing: Orders before 3:00 PM processed same day; later orders next working day.
2. Delivery Options: Standard (2–5 days), Next-Day (cut-off applies), Same-Day/Emergency, and
Scheduled deliveries.
3. Charges: Based on size, weight, and method. Free delivery on qualifying orders. Emergency
delivery may incur charges.
4. Packaging & Handling: Secure packaging, temperature control for sensitive items, compliance
with hazardous goods rules.
5. Timeframes: While every effort is made, delays may occur; customers are notified promptly.
6. Proof of Delivery: All deliveries require POD from authorised staff.
7. Failed Deliveries: Re-delivery may incur extra charges.

Compliance & Safety
Deliveries comply with UK Health & Safety regulations, MHRA guidance (where applicable), and GDPR. Delivery staff are trained in safe handling, infection prevention, and customer service.

Customer Communication
Customers receive order confirmations, dispatch notifications, and tracking updates where available. Customer service is available for updates, urgent requests, or delivery issues.

Continuous Improvement
Excel Med Supplies actively reviews delivery processes, monitors performance, and values customer feedback to enhance service.

Excel Med Supplies | 2 Park Place, Robey Close NG15 8AA | 01157788888 | ExcelMedSupplies.co.uk