Shipping policy

Order Processing

Counselmeds prepares and dispatches orders from our fulfilment partners. Orders are typically processed within one to three (1-3) business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day. During peak seasons or promotional periods, processing may take slightly longer, and we appreciate your patience.

Shipping Destinations

We currently ship to a wide range of international destinations. Available countries and regions are shown during checkout based on the address you enter. If your location is not listed, please contact our support team and we will do our best to advise whether delivery can be arranged. Some remote areas may require additional transit time.

Shipping Methods and Costs

Shipping options and charges are calculated at checkout according to the destination, the weight and dimensions of your order and the delivery speed you select. Any applicable taxes, customs duties or import fees are the responsibility of the recipient unless stated otherwise at the time of purchase. We may offer free shipping promotions from time to time, subject to minimum order values.

Delivery Estimates

Estimated delivery times are provided as a guide and begin from the date your order is dispatched, not from the date it is placed. Standard international delivery commonly takes between seven (7) and twenty (20) business days, while expedited options may arrive sooner. These estimates do not include weekends, public holidays or time spent in customs clearance.

Order Tracking

Once your order has been dispatched, we will send you a confirmation email containing tracking information where available. You can use the tracking number to follow the progress of your parcel through the carrier's website. Please allow up to forty-eight (48) hours for tracking information to become active after dispatch.

Customs and Import Duties

International orders may be subject to customs duties, taxes and import fees levied by the destination country. These charges are determined by local authorities and are not included in the price of your order or in our shipping fees. We are unable to predict or control these charges, and they must be paid by the recipient. Refusal to pay duties may result in the parcel being returned or destroyed.

Incorrect Addresses

Please ensure that your shipping address is complete and accurate before submitting your order. We are unable to redirect parcels once they have been dispatched. If an order is returned to us because of an incorrect or incomplete address, we may be able to resend it after payment of a further shipping fee, or refund the value of the goods excluding original shipping costs.

Packaging

Orders are packed with care using protective materials suitable for the items purchased and for international transit. Where possible, we use recyclable and recyclable-friendly packaging to reduce waste. If you require discreet or gift packaging, please tell us when placing your order and we will do our best to accommodate your request.

Lost or Damaged Packages

If your tracking shows that your parcel has been delivered but you have not received it, please check with neighbours, building management and your local post office before contacting us. If a parcel is confirmed lost or arrives damaged, please contact us within seven (7) days and we will work with the carrier to resolve the matter and arrange a suitable solution.

Delayed Orders

Occasionally, deliveries may be delayed by events beyond our control, such as customs inspections, severe weather, industrial action or carrier disruptions. While we cannot guarantee delivery dates in such circumstances, we will keep you informed and assist wherever possible. If a significant delay occurs, please contact us so that we can investigate.

Contact About Shipping

For any questions about shipping, delivery times or the status of your order, please email our support team at counselmeds@outlook.com. Including your order number in your message will help us respond quickly and accurately. We aim to answer all shipping enquiries within two business days.