Shipping policy

1. When and where do you deliver? Who does the installation of my machine and sets it up correctly? When does this happen?

We currently only deliver in the United States of America & United Arab Emirates. We work on all days of the week. Installation of all equipment will be done only by our specialist team of biomedical engineers. Please do not open the packing till our biomedical engineer comes to your home for the installation. The installation and training are typically done within 24 hours from the time of the delivery. You may need to show your medical prescription to our bio medical engineer so that the machine settings can be done as per your treating doctor’s prescription. This will also ensure that the overall care plan is being complied with. In exceptional cases and for critical medical conditions, the installation can be fast tracked by our call centre. In case the box is opened by you before the arrival of our bio medical engineer and if there are any damages to the equipment, the cost of the repair will be collected from you.

2. Do you help us with relocation of the rented medical equipment to a different address?

Yes, we can help you with relocation of our usage medical equipment (at a nominal cost) to a different address within the same city. We will need address proof and your ID for the new address. If you are relocating to another city and we are present there, you can rent similar equipment in the other city. The relocation service may be availed of only once in the tenure of the contract. We advise customers to not relocate the medical equipment themselves. If any damages occur while a customer attempts to relocate the usage equipment’, the damage cost would be recovered from the customer. During the relocation some of the consumables may have to be replaced and the cost of the consumables have to be borne by you.

3. What if I am not at home at the time of delivery?

In case of your unavailability, please let us know the details of the person who will be receiving the equipment. We would need an acknowledgement email from the customer with the nominee’s Government ID proof. We do this to ensure that your order is in safe hands.

4. What if my building does not have a lift?

Some of the medical equipment are bulky. In case you do not have a lift or permission to use the lift at your premises, extra labour charges will be applicable to carry the equipment via stairs. This amount will depend on the order size and floor level.

5. What if my society does not allow delivery vehicles inside?

Please note that you are responsible to secure prior permission from your society / gated community for the entry of the commercial delivery vehicle inside the premises. Please ensure that you have completed all the required “entry gate” documentation and also paid all charges as required by your society prior to our delivery team’s arrival. If there are specific timings during which a commercial vehicle is allowed entry, please communicate this to our delivery partner.

6. What happens to the pick-up of the usage machine when the contract ends?

We will call you 48 hours prior to the scheduled end-date and time of the contract to fix the pick-up date and time. If you choose to keep your equipment for longer than the agreed tenure or return it before the agreed date due to some reason, you can mail us 48 hours in advance. Once the pick-up date and time are confirmed with our team, you will be required to clean the usage equipment of all dust from the outer / inner surfaces, empty the humidifier of water (if required) and keep the machine disconnected from the power supply. For all equipment, our delivery team will also do a visual check for any damages and damages (if any) will be brought to your notice immediately. We will also need the original packaging / carton provided at the time of the delivery.