Shipping and Delivery Policy
Overview
This Shipping and Delivery Policy explains how Telematic Medical Applications LTD (“TMA”) processes and delivers orders. Whether you are a first-time buyer or a returning customer, we are committed to ensuring a smooth and reliable shopping experience—from placing your order to the moment it reaches you.
Please read this policy in conjunction with our Terms and Conditions and Returns & Refunds Policy.
1. Shipping and Delivery Options
We currently ship within Greece using the following delivery method:
- ΕΛΤΑ Courier (1-3 working days)
- Orders are typically processed and dispatched within 1 working day for fast delivery.
- If an item is out of stock or requires additional handling, we will notify you immediately.
- In some cases, orders may be fulfilled directly by a third-party supplier handling inventory and shipping on our behalf. In such cases, tracking details will be provided accordingly.
2. Shipping Costs & Fees
- Shipping costs are calculated in real time based on the total weight of the order and are displayed in the shopping cart section before checkout.
- Customers can review the shipping cost before completing their purchase for full transparency.
- Shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect item shipped, damaged product).
- For large or bulk orders, additional shipping fees may apply, and we will inform you before processing the order.
3. Order Processing Times
- Orders placed before 12:00 PM (EET) on a business day are typically processed and shipped the same day.
- Orders placed after 12:00 PM (EET) will be processed on the next business day.
- Orders placed on weekends or public holidays will be processed on the next available business day.
4. Delayed Orders
While we strive for fast and efficient delivery, unexpected delays can occur due to:
- Courier or logistics disruptions (e.g., strikes, high-demand periods, public holidays).
- Extreme weather conditions affecting transportation.
- High order volume (e.g., seasonal promotions, Black Friday).
If your order is delayed, we will proactively notify you with updates and a new estimated delivery time.
5. Tracking Orders
To keep you informed about your order status, we provide a comprehensive order tracking system.
- Once your order is shipped, you will receive a tracking number via email.
- You can use this tracking number to view real-time updates on the status and location of your shipment:
- On our website: https://epokratis.tma.gr/en/
- On the carrier’s website, where available.
Important:
- Signature Required: All deliveries require a signature upon receipt to ensure safe and secure delivery.
- If your order is being shipped directly from a third-party supplier, tracking details will be provided by the supplier or their designated carrier.
- If you are unavailable at the time of delivery, the courier may leave a delivery attempt notice or arrange a redelivery.
6. Important Notes for Medical Devices & Diagnostic Strips
- Medical Devices Handling: We take extra precautions to ensure that medical devices are securely packaged to prevent damage. Please inspect your package immediately upon arrival and report any damage within 24 hours.
- Temperature-Sensitive Products: Some diagnostic strips and medical consumables require specific storage conditions to maintain accuracy and effectiveness.
- Storage instructions are clearly printed on the vial packaging—please follow them carefully.
- After first opening, diagnostic strips should be used within 3 months to ensure accurate results.
- Non-Returnable Items: Due to hygiene and regulatory reasons, opened diagnostic strips and consumables cannot be returned (see our Returns & Refunds Policy for details).
7. Returns and Exchanges
If you have any issues with your shipment, please refer to our Returns & Refunds Policy for details on how to request a return or exchange.
8. Contact Information
If you have any questions or concerns regarding your order, feel free to contact us:
🔗 Contact Form: https://epokratis.tma.gr/en/contact-us
📧 Email: [email protected]
📍 Address: 151 Alexandrou Papanastasiou Ave., 18533 Piraeus, Greece