Now offering complimentary shipping on all orders over $100!

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FAQ

Ordering

You’ll receive an order confirmation e-mail once the purchase is complete, the order number will be provided there. The order will also be associated on your customer profile in our website.

If you’re having trouble finding your order number, please contact us via service@pendoxmed.com provide your purchaser name or email.

We accept cancellation or update of orders that haven't entered the shipping process. Once an order has shipped, it cannot be canceled or updated. The order must go through the return process.

There is no penalty for cancellation of an order before shipment, however, this does not apply to special/custom orders.

Please submit an Order Cancellation/Update Request here. Our customer service team will update your order, or cancel the order immediately and refund the payment, if he/she find the order is not a special/custom order and has not been shipped. Otherwise, he/she will contact you via email to sort out the best solution for you.

You’ll receive a shipping confirmation e-mail once your order is shipped out of our warehouse. You’ll be given a tracking link, so you’ll be able to follow the package on the courier’s platform.

Commonly, it takes 24-48 hours for the shipping carriers to make the tracking information available on their systems, after they collect parcels from us.

If you’re having issues when tracking your order, please contact us at service@pendoxmed.com and our customer service will show up ASAP to help you.

Yes! We are happy to take purchase/ wholesale orders. And we offer special discounted prices and flexible payment terms for wholesale orders.

Drop us an email at wholesale@pendoxmed.com, and a dedicated sales manager will contact you within one business day.

Yes. We offer customization services for some particular items for wholesale orders over certain quantities.
Please contact our B2B sales team for such requests at wholesale@pendoxmed.com, and a dedicated sales manager will contact you within one business day.

Shipping

Yes! We ship to most of the reachable countries and regions all over the world.
However, due to the waterfall effects of COVID-19, we may not be able to deliver to some places occasionally, or delivery may be severely delayed in some cases. If you have a concern, you may contact our customer service team via Live Chat or email us at service@pendoxmed.com. Our team will help to figure something out.

Due to the impact of Covid-19 and the nature of some products, we take the pre-order mode, in which case, it takes us 10-14 days to make the items ready for dispatch.
For those items we have in stock, we ship them out within one business day.
Either way, after we ship your order and send you a notification email with the tracking number, it commonly takes 7-10 days for you to receive it.

We select the best carrier depending on the specific product and area it is being delivered to. Carriers range from FedEx, UPS, DHL, Freight, and more.

Our Customer Service team can change your shipping address if your order has not been shipped out yet! 

Please submit an Update Request here. Our customer service team will update your order and change your shipping address, if he/she find the order has not been shipped out. Otherwise, he/she will contact you via email to sort out the best solution for you.

Please contact our Customer Service Team ASAP when you find your package gets lost or stolen.
Our team will then report to the carrier with you and sort out the best solution.

International orders may be applicable for Import Duties and Taxes. These costs are determined by your local customs authority and must be paid to your local courier or government agency to enable you to receive your order.

These fees are not collected by us, nor by the shipping carrier, maybe charged before, on, or after delivery, and are the responsibility of the customer.

Return & Exchange

Our 30-day stress-free returns and exchange policy dates from the day you receive your order.

Please note that for international orders, the shipping costs for returns/exchanges must be covered by the customer.

Please review our return policy, where you will find more detailed information about returns.

If your product is eligible for a return, you may easily return your order online by visiting our Return Center.