Shipping Policy

This policy explains how orders placed with TheTopMedStore.com are processed, dispatched, tracked, and delivered, and what to do if there is a problem.

Delivery happens in two stages: processing before dispatch, and carrier transit after dispatch. Some medicines require prescription verification before dispatch. Delivery times are estimates, not guarantees. Destination-specific restrictions may apply.

Last updated: October 1, 2026

Shipping Fees

Standard shipping fees are based on your order subtotal (eligible items, before taxes, unless checkout states otherwise).

Order subtotal	Shipping method	Shipping cost
Up to $69.99	Standard	$12.99
$70.00 – $109.99	Standard	$9.99
$110.00 and above	Standard	Free

Free shipping is applied automatically at checkout. No coupon code is needed. It applies to standard delivery only and does not shorten the delivery estimate. The shipping charge is shown before you confirm payment. We do not add shipping charges after you place an order, unless you request an eligible change or another circumstance described in our policies applies.

Order Processing and Dispatch

Processing is the time between payment confirmation and dispatch. It may include payment confirmation, stock confirmation, order review, prescription verification where required, dispensing or fulfillment preparation, and packaging.

Eligible orders are typically dispatched within 1-3 business days after payment confirmation, subject to stock availability and any required prescription processing. An order is dispatched only when it has been handed to the carrier or shipping provider.

An order confirmation email means we received your order. It does not mean your prescription has been verified or your order has been dispatched.

Prescription Orders

Some medicines require a valid prescription before an order can be dispensed or dispatched. Where verification is required, it may add approximately 1-2 business days to processing.

Uploading or submitting a prescription does not guarantee that your order will be approved, dispensed, or dispatched. For full prescription and order requirements, see our Terms & Conditions.

Processing Time vs. Delivery Time

• Processing time: the period from payment confirmation to dispatch.
• Transit time: the period from carrier pickup to delivery at your address.
• Estimated delivery time: processing time plus transit time.

The transit estimate below starts on the dispatch date, not the date you placed your order.

Estimated Delivery Time

The estimated standard delivery time is 2–3 weeks from the date of dispatch.

Delivery dates are estimates. They may be affected by customs processing, public holidays, carrier delays, remote delivery locations, severe weather, high-volume shipping periods, address problems, regulatory checks, and other events outside normal shipping operations.

If you need medicine by a specific date, allow time for both processing and transit. We do not recommend waiting until your current supply is almost gone before reordering. For questions about continuing prescribed treatment, speak with a licensed healthcare professional.

Order Tracking

Dispatched orders receive a tracking number where tracking is available. The number is normally sent to the email address on your order.

Tracking can take up to 48 hours after dispatch to become active in the carrier's system. Carrier systems do not always update continuously, so a short pause in tracking does not necessarily mean your package is lost.

To track your package:

1. Find the tracking number in your dispatch confirmation email.
2. Go to the carrier's official tracking service.
3. Enter the tracking number and review the latest status.

Carrier delivery estimates can change during transit. If tracking has not updated 5 working days after dispatch, please contact support.

Address Accuracy and Changes

Please enter a complete, accurate shipping address, including street number, apartment or unit number, postal code, recipient name, and country. Errors can cause delays, failed delivery, return to sender, or additional shipping costs.

If you notice a mistake before dispatch, contact support as soon as possible. Address changes may not be possible after dispatch.

Failed Delivery and Returned Packages

A shipment may be returned to the sender because of an incorrect or incomplete address, refusal by the recipient, repeated failed delivery attempts, carrier restrictions, or customs issues.

If your order is returned, contact support. We will tell you whether reshipment is possible, whether an additional shipping charge applies, or whether a refund is available. The outcome depends on why the package was returned. If an incorrect address you provided caused the return, additional shipping fees may apply where legally and operationally appropriate. Refunds are covered by our Return & Refund Policy.

Late or Lost Shipments

If your package has not arrived 3 weeks after dispatch, check your tracking first. If there is no meaningful update or you think it may be delayed, contact support. We will investigate and, where appropriate, work with the carrier or relevant fulfillment entity.

A package is not considered lost just because it is late or tracking has not moved. We consider a shipment lost only after reviewing tracking history, carrier information, delivery scans, customs status, and address information. If a shipment is confirmed lost, the resolution available under our Return & Refund Policy will apply. This may include a replacement shipment or refund.

Marked Delivered but Not Received

If tracking says "delivered" but you cannot find your package:

1. Check the delivery location and the surrounding area.
2. Ask household members, reception staff, building management, or neighbors where appropriate.
3. Review the carrier's delivery information.
4. Contact the carrier if more delivery details are available.
5. Contact our support team if the package is still missing.

A carrier's "delivered" scan does not necessarily prove that you personally received the package. Any replacement or refund depends on our investigation and the Return & Refund Policy.

Damaged or Tampered Packages

If your package arrives damaged, opened, tampered with, or otherwise compromised:

1. Keep all packaging.
2. Photograph the outer package and the affected products.
3. Note the delivery date.
4. Contact support as soon as possible, ideally within 48 hours of receipt.

Do not use any medicine if you are unsure what the product is, the packaging looks seriously compromised, required seals appear broken, or the product looks damaged or contaminated. Our support team cannot give medical advice. Please speak with a licensed healthcare professional or pharmacist about any medicine you are concerned about.

We will review the issue and explain your options, which may include, reshipment, or refund under our Return & Refund Policy. We cannot promise a specific outcome before the review is complete.

International Orders and Customs

International packages may be inspected or held by customs authorities. Customs authorities may request additional information, delay a shipment, assess fees, restrict an import, or return or reject a package. Customs processing is outside the direct control of TheTopMedStore.com and the carrier, and we cannot guarantee customs clearance.

International shipments may be subject to customs duties, import taxes, administrative charges, or regulatory fees imposed by the destination country. A medicine's availability on our website does not mean it can legally be imported into your country. Please check your local requirements before ordering. If you have questions about import charges, contact support before placing your order.

Shipping Restrictions

Some medicines may not be eligible for shipment to every destination. Eligibility can depend on the medicine's classification, prescription requirements, destination-country regulations, pharmacy rules, carrier restrictions, and import requirements. We may decline or modify an order before dispatch when legal or operational restrictions apply.

Changes After Dispatch

Once an order has been dispatched, it may no longer be possible to cancel the shipment, change the address or products, or redirect the package. Cancellation and refund eligibility are covered by our Return & Refund Policy.

Privacy

To deliver your order, shipping-related information may be shared with service providers such as fulfillment entities, carriers, postal providers, and customs authorities where applicable. For details on what is shared and how personal information is handled, see our Privacy Policy.

Your Responsibilities

To help your order arrive smoothly, please provide accurate shipping information, meet applicable prescription requirements, monitor your tracking, respond to our requests for information, and report delivery problems promptly.

Contact Shipping Support

For help with tracking, delays, damaged or missing packages, delivery problems, or address concerns, contact our support team:

• Toll-free: 1-800-946-1197
• Support hours: Monday – Saturday, 8 am EST to 8 pm PST

Customer support can help with shipping and order-status questions but cannot provide medical advice. Do not use support for medical emergencies. Call your local emergency number instead.

Changes to This Policy

We may update this Shipping Policy when shipping rates, fulfillment processes, carrier arrangements, destinations, or applicable requirements change. The date at the top of this page shows when it was last updated.