This Shipping and Exchange Policy explains how NJ Medical Instruments processes, ships, and delivers orders worldwide, and how exchanges work for surgical, dental, ENT, orthopedic, and cosmetic surgery instruments.

1. Order Processing Time

All orders are processed within 2–4 business days after payment confirmation. Custom-branded, engraved, or bulk/wholesale orders may require additional production time, which will be communicated at the time of order confirmation. Orders are not processed or shipped on public holidays in Pakistan.

2. Shipping Destinations

We ship worldwide, including to the United States, United Kingdom, European Union, Middle East, and Asia-Pacific regions. If you are unsure whether we deliver to your location, contact us before placing your order.

3. Shipping Methods & Delivery Times

  • Standard International Shipping: 7–15 business days, depending on destination and customs clearance.
  • Express Shipping (DHL/FedEx/TNT): 3–7 business days, available at checkout for an additional fee.
  • Bulk/Wholesale Freight: Delivery timelines are agreed upon separately based on order volume and destination.

Delivery times are estimates and are not guaranteed, as they can be affected by customs processing, courier delays, or circumstances beyond our control.

4. Shipping Costs

Shipping charges are calculated at checkout based on order weight, destination, and shipping method selected. Free shipping thresholds and current shipping rates, if any, will be displayed at checkout before payment.

5. Customs, Duties & Taxes

For international orders, the recipient is responsible for any customs duties, import taxes, or clearance fees charged by their country. These charges are not included in the item price or shipping cost and vary by country. Please check with your local customs office for more information before ordering.

6. Order Tracking

Once your order ships, you will receive a confirmation email with a tracking number and courier details. You can track your shipment directly through the courier’s website. If you do not receive tracking information within 5 business days of your order confirmation, please contact us.

7. Lost or Delayed Shipments

If your shipment is significantly delayed or appears lost in transit, contact us at info@njmedicalinstruments.com with your order number. We will investigate with the courier and provide a resolution, which may include a replacement or refund once the shipment is officially confirmed lost by the courier.

8. Exchange Policy

We accept exchanges under the following conditions:

  • The exchange request is made within 7 days of delivery.
  • The item is unused, unsterilized, and returned in its original packaging with all tags and labels intact.
  • The item is not a custom-branded, engraved, made-to-order, or bulk/wholesale item, which are excluded from exchange due to their custom nature.

To request an exchange, email info@njmedicalinstruments.com with your order number, the item you’d like to exchange, and the replacement item you need. Once approved, we will provide return instructions for the original item, and the replacement will ship once the original is received and inspected.

9. Exchange Shipping Costs

If the exchange is due to our error (wrong item shipped, defect, or damage), we cover return and replacement shipping costs. If the exchange is for a different size, variant, or instrument by customer preference, the customer is responsible for return shipping and any price difference between items.

10. Damaged or Incorrect Items on Arrival

If your order arrives damaged or incorrect, contact us within 48 hours of delivery with your order number and photos or video of the item and packaging. We will arrange a replacement, exchange, or refund at no additional cost to you. For full details on damaged, defective, or incorrect items, please see our Return and Refund Policy.

11. Bulk & Wholesale Shipping Terms

Shipping timelines, freight method, and costs for bulk and institutional orders are agreed upon separately in the sales quote or purchase agreement. Please contact our sales team for shipping terms specific to large-volume orders.

12. Contact Us

For any questions about shipping, delivery, or exchanges, reach us at:

  • Email: info@njmedicalinstruments.com
  • WhatsApp: +49 152 14320290 / +44 7300 603689 / +92 333 8733922
  • Address: Block # 4, Small Industrial Estate, Sialkot 51310, Pakistan