Shipping policy
Worth a read before you order. Placing an order means you're agreeing to what's below.
1. Where We Ship
Everywhere. Whatever methods are available for your address will show up at checkout with their costs attached, before you pay. Nothing gets added afterwards.
2. Rates and Transit Times
| Method | Cost | Transit |
|---|---|---|
| Standard | Free | 8–15 business days |
Read those numbers carefully. Transit time is only the stretch after the parcel leaves us — it doesn't include the days we spend getting your order ready. For a realistic delivery date you need both figures, and the next two sections give you the other half.
3. Cutoff and Handling
Orders placed before 7:00 PM EST enter processing the same day. After that, they join the next business day's queue.
Processing takes 2 to 4 business days. During that time we're checking the order against what you actually selected, pulling the items, inspecting them, and packing the shipment.
4. Working Out Your Delivery Date
Add the two together:
2–4 business days handling + your chosen transit time
So a standard shipment lands somewhere around 10 to 19 business days after you place the order. Expedited brings that down to roughly 4 to 12.
Business days, not calendar days — weekends and public holidays don't count.
5. International Orders, Customs, and Import Rules
We ship worldwide, but crossing a border adds complications that are worth understanding upfront.
Your shipment may attract:
- Customs inspection
- Import duty and local tax
- Medical device clearance or licensing requirements
- Handling fees charged by the carrier or your customs authority
None of that is set by us, and none of it is included in what you paid at checkout. Those charges fall to you.
The third bullet deserves more attention than it usually gets. These are medical devices, not general merchandise. A number of countries will only release them to a registered importer, or require an import licence before the goods clear. Checking that your practice or institution is permitted to import them is your responsibility, and it's much easier to sort out before ordering than after a parcel is stuck in a customs warehouse.
Unsure how it works where you are? Email support@pilamed.com and we'll help you figure it out.
6. Tracking
A confirmation email with your tracking number goes out as soon as the parcel is dispatched. Give it up to 24 hours before the number starts returning results — carriers need time to scan it into their systems, and a blank tracking page in the first few hours is normal.
7. When Things Run Late
Customs holds, carrier backlogs, weather. Deliveries slip sometimes.
When it happens we'll get in touch with a revised estimate and whatever the tracking is showing. If your order has gone well past its window and you haven't heard from us, chase us — we'll open it up with the carrier and find out where it's sitting.
8. Marked Delivered, But Not There
This happens more often than you'd think, and it usually resolves itself. Before assuming the worst:
- Check reception, the mailroom, neighbouring units, and anyone else who signs for post
- Give it 24 to 48 hours — drivers sometimes scan a parcel as delivered before it actually is
Still nothing after that? Email support@pilamed.com within 7 days of the delivery date shown and we'll start a carrier investigation.
9. Wrong Address
Check your shipping address before you hit confirm. It takes ten seconds and it's the single most common cause of a lost order.
Spot a mistake right after ordering? Email us immediately at support@pilamed.com. If the parcel hasn't gone out yet we can usually fix it. Once it's with the carrier, we can't reroute it, and we can't cover an order that went to an address you supplied incorrectly.
10. Contact
Shipping, tracking, customs — any of it:
Pilamed
Email: support@pilamed.com
Support Hours: MON–FRI 10:00 AM – 5:00 PM EST Time
We reply within 24 hours (Mon–Fri).
Address:
2645 NE 207 Street, Aventura, FL 33180, United States