Delivery Policy

1. Scope and Coverage

This Delivery Policy explains how orders from www.swissvovacell.com (the “Site”) are processed, packed, shipped and delivered. It should be read together with our Return & Refund Policy and Terms of Service.

We currently ship to the following regions. Availability may vary by product line and by local regulatory requirements.

We do not ship to P.O. boxes, parcel lockers or forwarding addresses. Delivery must be to a physical address where a person can sign for and immediately refrigerate the parcel.

2. Order Processing

Cut-off time: 15:00 (CET/CEST), Monday–Friday. Orders received after cut-off, or on weekends and public holidays, are processed on the next business day.

Cold-chain orders are dispatched Monday to Wednesday only to avoid weekend transit delays. Orders placed Thursday–Sunday are held and shipped the following Monday.

3. Shipping Methods and Estimated Transit Times

All shipments are fully traceable and dispatched with priority handling.

Transit times are estimates from dispatch, exclude customs clearance, and are not guaranteed. Customs inspection can add 2–10 business days.

4. Shipping Costs

Prices below are per shipment, in EUR, and include VAT where applicable within the EU.

Free shipping: standard shipping is free on orders over €500 (EU / CH / UK / Asia) and €800 (Middle East / North America).

• Final shipping cost is always shown in the cart and on the checkout page before payment.
• Shipping fees for overseas destinations are quoted net of local taxes and duties (see Section 6).
• For bulk, clinic or partner orders, please contact us for a tailored logistics quotation.

5. Cold-Chain and Temperature-Controlled Delivery

Our products are temperature-sensitive. Every cold-chain order is packed to maintain the required range of 2–8 °C during transit.

5.1 Packaging

• Insulated, shock-absorbing outer box;
• Pharmaceutical-grade cooling elements sized to the route and season;
• Temperature indicator label inside the parcel;
• Vials individually protected and immobilised;
• Tamper-evident security seal on the outer box.

5.2 On receipt — please check immediately

1. Inspect the outer box for damage, crushing, leakage or a broken seal;
2. Open the parcel immediately — do not leave it in a hallway, mailbox, vehicle or direct sunlight;
3. Check the temperature indicator; if it has changed colour or the cooling elements are fully melted and the product feels warm, photograph it and contact us within 48 hours;
4. Refrigerate at 2–8 °C immediately — do not freeze;
5. Keep the packaging until you have confirmed the product is in good condition.

5.3 Delivery requirements

• Signature required — the parcel will not be left unattended;
• Someone must be available to receive and refrigerate the parcel on the delivery day;
• If delivery fails twice, the parcel returns to our warehouse; a re-shipment fee equal to the original shipping cost applies.

Cold-chain products that were not refrigerated promptly after delivery, or that were refused and left in transit, cannot be replaced free of charge. See Return & Refund Policy, Section 3.2.

6. Customs, Duties and Taxes

• We provide the commercial invoice, packing list and product documentation required for clearance.
• We cannot guarantee clearance, and we cannot reimburse duties or taxes already paid to your customs authority.
• If a parcel is held, abandoned or destroyed by customs because duties were not paid or the product is not permitted for import, no refund is available.
• It is your responsibility to confirm that the ordered product may lawfully be imported and used in your country before ordering.

7. Order Tracking

A tracking number is emailed automatically at dispatch (usually within 2 hours of handover). You can also track from My Account → Orders.

If tracking shows no movement for more than 5 business days, contact us and we will open a carrier trace.

8. Failed Delivery, Wrong Address and Re-Delivery

Please double-check your phone number and address at checkout — cold-chain parcels cannot wait.

9. Lost, Damaged or Short Shipments

• Damaged in transit: photograph the outer box, inner packaging, temperature indicator and product, and email us within 48 hours of delivery.
• Lost in transit: we open a carrier investigation (5–10 business days). If confirmed lost, you receive a replacement or full refund.
• Missing items: report within 48 hours; we verify against the packing list and dispatch the missing item at our cost.

Full procedure: see Return & Refund Policy, Section 4.

10. Split Shipments, Backorders and Pre-Orders

• Orders containing items with different availability may be split into multiple shipments at no extra shipping cost.
• Backordered items are dispatched as soon as stock arrives; the estimated date is shown on the order confirmation.
• Pre-order items have a stated release window; cold-chain pre-orders are shipped on the first dispatch day after release.
• You may cancel a backordered or pre-ordered item at any time before dispatch for a full refund of that item.

11. Self-Collection

Where available, you may collect from our designated service partner instead of having the parcel shipped:

• Select “Self-collection” at checkout, or request it by email before dispatch;
• Collection point and opening hours are confirmed by email;
• Please bring your order number and photo ID;
• Cold-chain products must be collected on the notified day and refrigerated immediately;
• Uncollected cold-chain orders are disposed of for safety reasons and are non-refundable.

12. Age, Eligibility and Restricted Products

• You must be 18 years or older to place an order.
• Certain products may be restricted or require professional use in some jurisdictions. We may cancel and refund an order where we cannot lawfully deliver.
• We reserve the right to refuse or cancel any order suspected of fraud, resale without authorisation, or misuse.

13. Force Majeure

We are not liable for delays caused by events beyond our reasonable control — customs holds, extreme weather, carrier strikes, flight cancellations, epidemics or public-health restrictions. We will keep you informed and agree a reasonable solution (re-shipment, store credit, or refund where the product is confirmed unusable).

14. Contact Us

SWISS VOVACELL THERAPY ASIA AREA CO., LIMITED

Email: info@swissvovacell.com

Website: www.swissvovacell.com
Customer service: Mon–Fri, 09:00–18:00 (CET/CEST) · Response within 1 business day

15. Changes to This Policy

We may update this Policy from time to time. The version published on the Site at the time of your order applies to that order. Material changes will be announced on this page with a new effective date.