Question 1

How much does shipping cost?

Accepted Answer

Shipping Rates
 • Orders under $500: $29 (Australia: $49, New Zealand: $54)
 • Orders over $500: $15 (Australia: $35, New Zealand: $40)
 • Orders over $1,000: Free (Australia: $20, New Zealand: $25)
Wholesale shipping calculated separately.
Shipping fee does not include any custom tax, import duties and other charges related to the purchased products.

Question 2

List of countries not available for delivery?

Accepted Answer

We are not able to ship to the following countries: Cambodia, Central African Republic, Chile, Cuba, Equatorial Guinea, Falkland Islands, Guinea-Bissau, Iran, Johnston Island, Kiribati, Kuwait, Mexico, Myanmar (Burma), Morocco, Nauru, Niue, North Korea, Russia, Saint Helena, Saint Pierre and Miquelon, Sao Tome and Principe Democratic Republic, Sierra Leone, Solomon Islands, Somalia, Spain, Sudan, Syrian Arab Republic, Tajikistan, Thailand, Tokelau, Turkmenistan, Tuvalu, Union of the Comoros, Wake Island, Yemen

Question 3

Estimated delivery times by countries?

Accepted Answer

• USA: 2-5 business days
 • Canada: 3-7 business days (via UPS)
 • Europe, Australia, New Zealand, Saudi Arabia, UAE: 3-5 business days
 • Japan, Hong Kong, Singapore: 2-3 business days
 • Brazil, Argentina: 4-6 business days
 • Zambia, South Africa, Kenya: 7-10 business days
For other countries, delivery times may vary.
Delivery by FedEx unless otherwise noted.

Question 4

Do I have to pay customs duties on my order?

Accepted Answer

In case of international orders customer is considered the importer of purchased products and therefore is responsible for any custom tax, import duties and other charges related to the purchased products. Our delivery fee does not include customs duties. Import policies vary across countries, so please contact your local customs office for more information.

Question 5

Can I change my shipping address?

Accepted Answer

Customers can request to change the shipping address only before the order is shipped. For such requests, please email us at info@slimmedicine.store.
*If an incorrect address is provided, we cannot be held responsible for any delays in delivery. Please double-check your address details before completing your order to ensure timely delivery.

Question 6

What happens if my package is stuck at the customs?

Accepted Answer

If it is anticipated that your package may be held in customs, we kindly request that you reach out to the logistics carrier for further assistance. Please note that it may take up to 10 business days from the date of claim for us to receive an update. During this time frame, we are unable to take any immediate action.
In the event that your package becomes stuck in local customs and is not released, there are two possibilities to consider. The first possibility is that the recipient may be required to pay a tax fee for the release of the package. If this is the case, we kindly ask the recipient to fulfill this requirement in order to facilitate the release.
Alternatively, if the package is refused by customs, we will take the necessary steps to ensure your satisfaction. In this case, our client has 2 choices:
 • either get refund deducting only shipping fee,
 • or ask for reshipping the order once again at our expense.
We will process a reshipment of the package at no additional cost, providing you with a new tracking number for your convenience if you choose so. If new shipping is stuck at customs again, it is a matter for negotiation. In that case, the situation will be resolved individually.
It is important to note that if the parcel is not released by the logistics carrier due to the receiver’s failure to pay the tax fee, it will not be subject to compensation in any way. We kindly ask for your understanding in this matter.

Question 7

The ice pack was melted when I received my package. Is the product still safe to use?

Accepted Answer

It is essential to note that despite our diligent packaging efforts, there is a possibility that products may arrive in relatively warm conditions, especially during the summer season. Melted ice packs in shipments can raise questions about the safety and efficacy of the products. In our article,(https://derma-solution.com/blog/melted-ice-packs-and-warm-toxins/) we explain why there is no need to worry and how the products maintain their quality even when exposed to short-term warmth.
We kindly ask you to consider this information when making your purchase, as we do not offer refunds for melted ice packs.

Question 8

My package status says “Delivered,” but I haven’t received it. What should I do?

Accepted Answer

If your tracking information shows ‘Delivered’ but you haven’t received your order, please first reach out to your local logistics carrier immediately for assistance. If you’re still unable to find it, contact us at info@slimmedicine.store
We will open an investigation with the shipping carrier to help locate the package, which may take anywhere from a few days to 14 days, depending on the carrier and location.

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