Communication Policy

All customer support is handled through written correspondence. We do not operate a phone line, and we do not offer live chat. This is a deliberate choice — written correspondence leaves a clear record, gives both parties time to think, and protects sensitive information from casual overhearing.

You can contact us through:

• The inquiry form on our website (preferred; includes your order number automatically if logged in)
• Direct email to the address listed on our contact page
• Account messages for logged-in customers

We aim to respond to all customer messages within 24 hours on business days. Messages received on weekends or public holidays are answered the next business day. Complex inquiries involving investigation of a specific order may take longer — we will acknowledge your message and update you as the situation develops.

Our customer support team can assist with:

• Order status, tracking updates, and delivery questions
• Changes to shipping address (before dispatch)
• Cancellation requests and refund inquiries
• Product availability and stock information
• Payment questions and alternative payment methods
• Technical issues with the website or account

We are not able to:

• Provide medical advice or recommend specific medicines for a condition
• Diagnose symptoms or assess whether a medicine is right for you
• Interpret prescriptions or dosage instructions from your doctor
• Guarantee clinical outcomes of treatment
• Guarantee customs clearance in your country

For any of these, please consult a licensed healthcare professional in your own country.

Customer support is provided in English. We may use professional translation tools to respond to messages in other languages, but our working language is English. Please feel free to write to us in your own language — we will do our best to respond clearly.

All correspondence is kept confidential. We do not share customer messages with third parties, and we never use the content of your messages for advertising or analytics purposes.