Frequently Asked Questions
Posted on - 29th August 2022
Xmas and New Year Opening Hours:
We are closed from 24th December 2022, re-opening 3rd January 2023 from 9am.
1. I am not a healthcare professional, can I purchase products online?
Anybody can purchase from us by simply adding the item to the basket and taking it to checkout. However some products are restricted from sale to the general public, and for other products intended for use by medical practitioners which are not restricted from sale, you may be asked for proof of credentials after placing your order.
We reserve the right to refuse supply any product advertised on our website at our absolute discretion. Should we refuse to supply a product, a full refund / cancellation of any card payments made will be actioned.
2. Why can't I buy certain products on the website?
Due to the nature of the products we supply, some items are only available for medical professionals, and are marked on the website as being available for "trade customers only". Examples include prescription only medicines (POM's), sutures and some single use instruments which are available to order by registered doctors only. If you are a registered doctor who wishes to purchase such products please email firstname.lastname@example.org for an application form.
3. I tried to purchase a product, but an error 502 displayed after the payment stage. Did my payment go through?
This indicates some of the details entered for the card have not matched fully esp. the registered address, and the payment will be reviewed. It does not mean the card has been declined.
Once reviewed you will receive an order confirmation, if the payment was successful, and your login details to the website. If unsuccessful, you will be notified and instructed to login again using the username and password provided on trying to pay the first time.
4. How long will my order take to arrive?
For in stock items, delivery is time is 1-3 working days. For items that are specially ordered, delivery times vary. If you are in need of something urgently, please contact us to check.
5. Do I need to sign for delivery?
Due to the nature of many of the products we sell, all orders require a signature on delivery. If you are not in to sign for it, a calling card will be left so that you can re-arrange the delivery or collect the parcel yourself from your local depot / post office.