Delivery & Returns Information

Your pack shipment

Packages are generally dispatched within 2 days after receipt of payment and are shipped via DHL with tracking and drop-off without signature. If you prefer delivery by UPS Extra with required signature, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

Shipments

  1. How Are Goods Shipped?
    Our shipping method contains: DHL, EMS, TNT, FedEx, ChinaPost post.
    Delivery Options Delivery Time Tracking Link
    3-5 working day www.dhl.com
    3-5 working day www.ups.com
    7-10 working day www.ems.com.cn
    3-5 working day www.fedex.com
    3-5 working day www.tnt.com
    7-18  working days www.singpost.com.sg
    It’s really important for you to provide us your correct shipping address, contact telephone number, zip code, so that we can delivery the item to you effectively and timely.

    We will send your item within 2 days once we receive your order, unless sometimes we have no inventory to delivery on time.

    After we send out the item, there are two main factors that will decide when you will receive your item:

    One is the shipping method, the average processing time is 3 to 5 working days, however the item out of 20kg usually deliveries one day later than the small ones.

    The other factor is the storage conditions of the shipping company.

    Besides, weather is a special factor that could affect the delivery. If you can’t receive your item on time, it must be the existing of the above factors.

  2. Do you ship the item to my country?

    Normally, most of the items on our website can be shipped to most countries in the world. However, different shipping methods may have different limitations on the delivery destination. For example, EMS is reached to Russia, but other shipping method likes DHL, UPS couldn’t reach. Also, a few countries can’t send DHL or UPS. Our customer service will give you the instruction.

    We suggest you to contact our customer service and make sure whether the item can be shipped to you by your shipping method.

  3. Could I combine shipping?

    If you ordered one item someday and another one within 2 days, and you want to combine the two items into one shipment, you can contact our customer service about available shipping options.
  4. How much shipping cost do you charge me?

    The delivery cost depends on automatic calculation of weight and package sizes by reference to the destination. The calculation results are different under the same weight in different area.

    The prices also depend on the different rates of the shipping companies and are subject to change without notice. We’re constantly working on lowering the shipping prices for you though!

    The shipping method you choose can affect your cost and shipping time, we suggest you to choose one that best meets your demands on price and delivery time.

    If the item damaged, stolen, we will contact the corresponding shipping company for a refund or redelivery.

  5. How do I change the shipping method?

    You have to contact the customer service timely if you want to change your shipping method. You must change the method before we send. Usually the item will be send within 2 days after receiving payment.

  6. How do I change my shipping address?

    You can change it in the papal message.

  7. What could cause an invalid tracking code?

    Invalid tracking numbers could be due to:

    The shipping company hasn’t updated the recent delivery information to their website.

    The tracking code was not correct.

    The parcel has been delivered a long time ago. Some shipping companies will remove the tracking code history.
  8. How do I track my package?

    When items shipped out, the order will be filled into folder “shipped” in yourmultidiagnostics.co.uk account. You can either click the order number or click “View Detail” to find the track code on the tab “Tracking”. Also, multidiagnostics.co.uk will send you a system email and inform the shipping details;after the shipment. You can track the item delivery status online with the tracking code provided by the customer service.

  9. What should I do when I receive the item?

    We guarantee that the item will be delivery to you successfully and safely. After you received it, the shipping company will require you to confirm the package buy signing.

NOTICE: Please provide us with the correct delivery address, contact telephone number and zip code, so that the shipping company could delivery the item to you timely and effectively.

Customs Clearance:

  1. Customs & Import Tax

    The customs value writing on the invoice is the import duty that customs charge from you customers, the customs value depends on your country’s tariff policy. Normally we declare the customs value with our experience, unless you want to declare with your own requirement.

  2. If the items are detained by customs, who is responsible for the clearance of the items?

    We will assist to help you with the customs clearance, we promise to assistant you actively if you need.

  3. How much we should declare for the invoice?

    Our shipping options include Regular Mail and Express Service. So the amount of customs will be different.

    • For package shipped by Singapore Post (please refer to our Shipment Policy), usually the value will be marked with 10USD or gift, that will not cause any problems in customer clearance, but it depends on your country tariff policy. If you have any questions on the parcel of customer clearance, please contact our customer service.

      If the item value is large, and your countries customs is very strict, please tell us what you want to describe about the item name, and how we declared the value, if you are Brazilian, please tell us your CPF number.

    • For package shipped by Express Service, such as DHL, UPS, EMS, TNT. The amount of import duty will be charged differently because of the difference of your importing country’s tariff policy.%3Sbr>
  4. DHL upgraded policy about declared value:

    1. According to the regulation of DHL, the customs declared value should be not less than 40USD, otherwise DHL company will not delivery the package, or some documents will be provided to DHL, which will bring us much inconvenience, therefore, we have to declare the value up to 40USD. Please you get this note.

      In order to resist the too-low declared value; the Customs regulate some customs clearance policy. If your package declared value is too low, you will be fined or your package will be returned to us. At the same time you as package receiver will be blacklisted in the Customs and DHL.

    2. If you sign for the package with your personal name, we will be required by DHL Company to provide the trade documents between us.

      UPS and EMS:

      So far, UPS and E]S haven’t upgraded their customs clearance policy as DHL Company required. Our suggestion: we provide a regular mail (Singapore Post), if you do not can’t wait for your package, we recommend you Singapore Post, the delivery time of Singapore Post is usually 7-18 days, but will charge less import value.

    3. What will we do for customer when package encounter customs clearance problem?

      When you encounter customs clearance issues, we will supply you the shipping invoice which you have to supply to customs. At the same time, we also will contact China DHL to help you deal with such situation. In order to successfully clear your package, please leave us your contact information: address, contact name, phone number when you ordered in our website. Otherwise your package may will be detained for up 8 days, so be fined 130usd per package. Hope you understand.

Return policy

Before you decide to return item to us, please read and follow the below instructions. Please make sure that you understand our return policy and ensure that all criteria are met before physically sending any items back to us.
  1. Which situation multidiagnostics.co.uk provides return policy?

    We promise to obey the return policy when the item has the problem bellow, but you must sent back the item after we knowing your problem and what you want us to do.

    First, the product have quality problem. It can not work once you receive it or it encounter crash in delivery causing you can not use it. This situation we will return full refund.

    Second, in some particular situation, our return policy can be open for you after our customer service learning your particular problem, and in this condition we will charge you 10% handling fee.

    Third, you order a wrong item and negotiate with our customer service to exchange for a right product, this exchange policy is also for you. But you need pay the shipping cost to us as well as return to you.

    Fourth, if we miss-shipped the items, we will be responsible for an item exchange and any shipping fees. If you choose this, you can also return the product and get a full refund plus the shipping and handling fee, but you must make sure to sent it back through ordinary airmail.

  2. Which situation multidiagnostics.co.uk do not provide return policy?

    Please check detail before you purchase at multidiagnostics.co.uk. If you have any doubt, please check with our customer service, you can get our customers service information from our website.

    Second, If the item is damaged by yourself, we can not provide exchange service for you. But you can return for repair.

  3. What you do before returning for replacement?

    First, If your product is damaged in delivery, we will exchange it free for you and undertake the shipping cost you ship back to us by ordinary airmail.

    Second, If you order a wrong item and negotiate with our customer service to exchange for a right item, this exchange policy is also for you. But you need to pay the shipping cost to us as well as return to you.

    Third, you need keep touch with our customer service to make sure we get it. After we check the item, we will provide exchange service for you. We will inform you when everything done. Please remember to check your email time to time.

    Notice (1): you need contact our customer service to tell us your problem. What’s wrong with your item and what you want us do for you.

    Notice (2): When you confirm to return the items to us, please use ordinary airmail or EMS to return it, and write ship to the address our customer service provides. Please do not use DHL, UPS, FEDEX and TNT or any other courier, because we can not get your return item, we will not responsible for that.

    Notice (3): All return for refund or return for exchange all should be done within 14 days.Otherwise,we can not provide this two policy.

  4. When I get my refund?

    After we get your item return to us and check the item in good condition, we will issue you refund according to our policy within 2 working days through PayPal, please check your PayPal account timely or contact our customer service. And we will charge you 10% handling fee.

  5. What is our guarantee policy?

    The guarantee of our most products is one year. And we guarantee our product in a good condition before shipping out, our QC stuff will carefully do quality check and paste our own QC label on every product.

    Lost Products: If products get lost in delivery, or you still don’t get your item for a long time, please contact our customer service timely. We will deal with this ASAP. Please do not deal with it all by yourself, we want you communicate with us. Usually, we will provide tracking number and tracking link timely. If products get lost on the way and we get confirm from couriers, we will arrange redelivery for your products. If you want ship it through express, then you need to pay express shipping fee.

  6. What is the repair policy?

    First, When your product encounter broken after using some days and need repair, we will provide repair service for you.

    Second, Please contact with multidiagnostics.co.uk customers service about the repair.

    Third, You need use ordinary airmail to send the item back to us, after we fix it, we will send back to you. We will not charge you for ordinary airmail ship

    back, but if you ask for express shipping, you need to pay for this.

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