FAQs
1. General questions
What is the status of my order?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Can I change my order?
We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to our team at Support@ExcessMedicalStock.com to request changes to your order.
Where do you ship?
We offer delivery nationally in the United Kingdom.
For shipping outside of the UK, please reach out to our support team here.
Orders outside of the UK may have customs charges based on your local laws and regulations. Please contact the team to find out more.
How long does it take to ship my order?
We aim to pick and pack your order the same day to ensure fast delivery. However, sometimes this may not be possible and ask you to allow up to 24 hours for your order to be processed ready for delivery.
Shipping time depends on the courier decided at checkout however a estimated delivery time will be presented at checkout before you place your order. If you need your order faster, please contact us.
2. Payment
What payment methods do you accept?
You can purchase on our website using a debit or credit card.
We additionally offer support Apple Pay. Alternatively we accept payment upon delivery and invoicing for 30 days after your order is placed. Please note that your account will need to be approved by our team before this payment method is possible.
You can chose these payment methods at checkout.
Which currency will I be charged in?
Our pricing is set in GBP, and will be the standard currency that will be charged at checkout.
However, if your credit or debit card use another currency, then you will be charged may be charged USD, CAD or EUR, depending on where you are based at the time of purchase. Your bank will apply the corresponding conversation rate of the currency you choose.
3. Shipping
Where do you ship?
We currently deliver all over the United Kingdom.
For shipping outside of these countries, please reach out to our support team here.
How long does it take to ship my order?
Once you've placed your order, we aim to prepare it for delivery the same day, however it may take up to 24 hours.
Standard shipping time for the countries covered by our delivery partners are presented at checkout. If you require an even faster delivery option than what is displayed please contact our team at Support@ExcessMedicalStock.com.
Do you offer fast shipping?
In addition to our courier options presented at checkout we also offer same day local delivery. This will be presented to you at checkout if your delivery address is in our "Local Radius".
You can select fast shipping after having entered your delivery location.
How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
Will I pay taxes for international shipping?
Our delivery partners will handle the clearance and will invoice you in local currency for the duties and taxes linked to your order.
For more information, please refer the to website of the delivery partner handling your delivery.
If you have any questions please do not hesitate to contact us.
4. Returns
Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store. (Serial Numbers will have to match our records in relation to your order).
- The item shouldn't have been used in any way and remain sealed in its original packaging.
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request
To ask for a return, please contact our support team here.
Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns.
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
Are returns free?
Return costs are at the responsibility of the buyer.
Feel free to contact our support agents through our contact page for more details.
How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
5. Other questions
Do you offer a referral program? How does it work?
Yes. We have created a referral program to thank our customers for referring to their colleagues and family.
To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.
Any one who decides to place their first order using your referral link will get enjoy 5% discount. In return you will be credited a 5% discount too for helping us spread the word.
For more information, please refer to our referral program terms & conditions.
Is there a warranty?
We guarantee any of our products made by us and sold through our online store to be free of defect (that is not already listed in the product description).
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.