Delivery Policy
1. Introduction
This Delivery Policy explains how SynovaMed delivers medicines to patients, including delivery timescales, packaging standards, courier arrangements, and the steps we take if delivery issues occur.
Our aim is to ensure medicines are delivered safely, securely, and in a way that maintains product quality throughout the delivery process.
2. Delivery Scope
We deliver medicines to:
- UK mainland addresses
- Selected UK offshore locations
We do not currently offer international delivery.
For patient safety and regulatory requirements:
- The delivery address must match the registered patient’s verified address.
- We cannot deliver to PO boxes, freight forwarders, or shared accommodation reception desks.
3. Delivery Timescales
Delivery timescales begin from the date of dispatch, not from the date an order is placed.
Orders are only dispatched once:
- A clinical review has been completed where required
- The order has passed an accuracy and safety check
- Payment has been successfully processed
4. Dispatch Cut-Off Times
To qualify for next-day delivery, consultations must be approved and payment completed before the daily dispatch cut-off time.
Our current cut-off time is:
2pm Monday to Friday
Orders approved after the cut-off time will be dispatched on the next working day.
5. Packaging Standards
All medicines are dispatched using secure, discreet packaging. External packaging does not display branding or clinical information.
Cold-Chain Medicines
Medicines requiring refrigeration, including certain GLP-1 injectables and some women’s health injectables, are shipped using temperature-controlled packaging.
Cold-chain deliveries:
- Are maintained between 2°C and 8°C for at least 48 hours in transit
- Include a temperature indicator strip where applicable
Oral Medicines and Topical Products
Oral medicines and topical products, including items such as hair loss treatments, erectile dysfunction medicines, skincare products, antibiotics, and contraceptive pills, are dispatched using:
- Tamper-evident packaging
- Moisture-resistant packaging
- Ambient temperature storage conditions unless otherwise specified
A patient information leaflet (PIL) is supplied with every medicine.
Packaging materials are recyclable wherever possible.
6. Tracking Your Delivery
Once your order has been dispatched, you will receive a tracking link by email and SMS.
Tracking allows you to:
- Monitor delivery progress
- Arrange alternative delivery options where available
- Manage missed delivery attempts
7. Receiving Your Delivery
When your delivery arrives, you should:
- Check that the packaging is intact and shows no signs of tampering
- Check any temperature indicator supplied with cold-chain medicines is within the acceptable range
- Confirm that the medicine is not damaged or visibly compromised
For cold-chain medicines:
- Refrigerate promptly after delivery (within 2 hours)
- Store the medicine according to the instructions provided
For oral and topical medicines:
- Store the medicine as directed on the patient information leaflet
If the packaging appears tampered with, the temperature indicator shows an issue, or the medicine appears damaged or compromised, do not use the product.
Please contact us within 48 hours so we can investigate and arrange a replacement where appropriate.
8. Failed Deliveries
If you are unavailable when the courier attempts delivery:
- The courier will usually make up to two further delivery attempts
- You may be able to arrange delivery to a neighbour or safe place through the courier’s service
- If delivery remains unsuccessful, the parcel will be returned to our pharmacy
We will contact you to arrange a further delivery.
Additional charges may apply where repeated dispatch attempts are required due to unsuccessful delivery.
9. Lost or Delayed Deliveries
If your order has not arrived within the expected delivery timeframe, please contact us:
Email: info@synovamed.co.uk
Telephone: 07822 002914
We will investigate the delivery status with the courier.
If a parcel is confirmed as lost:
- We will arrange a replacement at no additional charge
- If a delay affects medicine quality or safety (for example, a cold-chain breach), we will provide a replacement supply where appropriate
10. Courier Arrangements
We use UK-licensed courier partners with appropriate experience in medicine deliveries, including cold-chain transportation where required.
Our courier partners are required to meet defined standards for:
- Secure handling
- Delivery performance
- Temperature-controlled transportation where applicable
11. Regulatory Compliance
Our delivery processes are designed to comply with relevant legislation, regulatory requirements, and professional standards, including:
- MHRA Good Distribution Practice (GDP) requirements for medicines in the UK
- General Pharmaceutical Council (GPhC) Standards for Registered Pharmacies
- Human Medicines Regulations 2012
- Consumer Rights Act 2015
12. Patient Responsibilities
To help us deliver your medicines safely, you should:
- Provide an accurate and up-to-date delivery address
- Inform us of any address changes before dispatch
- Ensure someone is available to receive the delivery, or arrange an approved alternative where available
- Store medicines correctly once received
- Contact us promptly if there is any issue with your delivery
13. Policy Review
This Delivery Policy is reviewed every two years or sooner if there are significant changes to legislation, regulatory guidance, courier arrangements, or our delivery processes.