Frequently Asked Questions

Welcome to our FAQ page. Here you'll find answers to the most common questions about ordering from MediCross, our products, shipping, and more. If you can't find what you're looking for, please don't hesitate to contact us.

Ordering & Payment

How do I place an order?

Simply browse our products, add items to your basket, and proceed to checkout. You'll need to create an account or checkout as a guest. Follow the prompts to enter your delivery address and payment details, then confirm your order.

What payment methods do you accept?

We accept all major credit and debit cards including Visa, Mastercard, American Express, and Maestro. We also accept payment via PayPal, Apple Pay, and Google Pay for your convenience.

Is it safe to use my credit card on your website?

Absolutely. Our website uses industry-standard SSL encryption to protect your personal and payment information. We never store your full card details on our servers. All transactions are processed securely through Shopify Payments.

Can I modify or cancel my order after placing it?

Once an order is placed, it enters our dispatch system quickly. Please contact us immediately if you need to modify or cancel your order. We'll do our best to accommodate your request, but we cannot guarantee changes once the order has been dispatched from our warehouse.

Do you offer bulk or wholesale pricing?

Yes! We offer competitive pricing for bulk orders and work with healthcare facilities, educational institutions, and businesses. Please contact us with details of your requirements for a tailored quote.

Shipping & Delivery

Where do you ship from?

We operate a direct dispatch model, meaning items are shipped directly from our overseas warehouses positioned around the world. This allows us to offer competitive pricing and access to a wider range of quality medical supplies.

How long will delivery take?

We currently ship to the United Kingdom, Europe, and the United States, with availability confirmed at checkout.

All orders are processed within 1–4 working days prior to dispatch, this is then followed by a estimated delivery time of;

United Kingdom: 2–5 working days
Europe: 4–10 working days
United States: 7–18 working days

You will receive tracking information once your order has been dispatched so you can monitor your delivery.

Do you offer express or expedited shipping?

Due to our international dispatch model, we currently offer standard shipping. However, we work with reliable courier partners to ensure your items reach you as efficiently as possible. If you have urgent requirements, please contact us to discuss options.

How much does shipping cost?

Shipping costs are calculated at checkout based on your location and the size/weight of your order. We strive to keep shipping costs as competitive as possible. We may offer free shipping promotions from time to time—check our homepage for current offers.

Do you ship internationally?

Yes, we ship to many countries worldwide. Available shipping destinations and costs will be displayed at checkout when you enter your delivery address.

Can I track my order?

Yes! Once your order is dispatched, you'll receive a tracking number via email. You can use this to monitor your delivery's progress. Please allow 24-48 hours after dispatch for tracking information to become active.

What if my order doesn't arrive?

If your order hasn't arrived within the estimated delivery timeframe, please check your tracking information first. If there's an issue or your order appears lost, contact us immediately and we'll investigate with our courier partners and work to resolve the situation.

Products & Quality

Are your products genuine and certified?

Yes, absolutely. We work directly with reputable manufacturers and only stock genuine, quality-assured medical supplies. Our products meet relevant safety and quality standards for medical equipment and supplies.

Do you sell to individuals or only to medical professionals?

We sell to everyone! While many of our customers are healthcare professionals, students, and institutions, we also serve individuals, families, carers, and anyone who needs quality medical supplies.

Can you help me choose the right product?

Of course! Our team has extensive knowledge of our product range. If you're unsure which product is right for your needs, please get in touch and we'll be happy to provide guidance.

Do you provide product manuals or instructions?

Yes, products that require instructions or user manuals will include them. Digital copies may also be available—please contact us if you need additional documentation for any product.

Are your products suitable for professional medical use?

Many of our products are professional-grade and suitable for clinical use. Product descriptions indicate the intended use and any relevant certifications. If you have specific requirements for professional or clinical use, please contact us for confirmation.

Returns & Refunds

What is your returns policy?

We want you to be completely satisfied with your purchase. If you're not happy with your order, you can return unused items in their original packaging within 30 days of receipt. Please see our Returns Policy for full details.

How do I return an item?

Contact us first to initiate a return. We'll provide you with a returns authorisation and instructions. Please note that return shipping costs are typically the customer's responsibility unless the item is faulty or we've made an error.

When will I receive my refund?

Once we receive and inspect your returned item, we'll process your refund within 5-7 business days. The refund will be issued to your original payment method. Please allow additional time for your bank or card provider to process the refund.

What if my item arrives damaged or faulty?

We're very sorry if this happens. Please contact us immediately with photos of the damage and your order number. We'll arrange a replacement or full refund, including return shipping costs, as quickly as possible.

Can I exchange an item?

We don't offer direct exchanges, but you can return the unwanted item for a refund and place a new order for the item you'd prefer. Contact us and we'll help make this process as smooth as possible.

Account & Privacy

Do I need to create an account to order?

No, you can checkout as a guest. However, creating an account allows you to track orders, save your details for faster checkout, and view your order history.

How do you protect my personal information?

We take your privacy seriously. We use secure encryption technology and follow strict data protection practices. We never share your personal information with third parties for marketing purposes. See our Privacy Policy for full details.

How do I update my account details?

Log into your account and navigate to your account settings where you can update your personal information, delivery addresses, and password.

I've forgotten my password. What should I do?

Click on the 'Forgot Password' link on the login page. Enter your email address and we'll send you instructions to reset your password.

Customer Support

How can I contact customer service?

You can reach us via our Contact Us page, by email, or by phone. Our contact details are available on the Contact page. We aim to respond to all enquiries within 24 hours during business days.

What are your customer service hours?

Our customer service team is available Monday to Friday, 9:00 AM to 5:00 PM GMT. We're closed on UK public holidays. Email enquiries sent outside these hours will be responded to on the next business day.

Do you offer technical support for products?

Yes, we can provide guidance on product use and troubleshooting. For complex technical issues, we can connect you with manufacturer support resources.