Tembou – Shipping & Delivery Policy

Thank you for choosing Tembou. We are dedicated to getting your CPAP/BiPAP devices and accessories to you in a timely and secure manner. Please review our shipping and delivery policy below.

1. Order Processing Time

  • Standard Processing: Orders are typically processed within [Number] business days (Monday – Friday, excluding public holidays) after payment confirmation and successful prescription verification (where applicable).
  • Prescription Verification: For CPAP and BiPAP devices, order processing includes a mandatory prescription verification step. This may take an additional [Number] business days. We will notify you via email if there are any issues with your submitted prescription. Your order will not be manufactured or shipped until your prescription is verified.
  • Manufacturing Time: As some of our devices may be manufactured upon order, please allow an additional [Number] business days for manufacturing before your order is shipped. This will be clearly indicated on the product page if applicable.
  • High Volume Periods: During peak seasons or promotional periods, processing times may be slightly longer. We appreciate your patience.

2. Shipping Methods & Estimated Delivery Times

We offer several shipping options to meet your needs. Estimated delivery times are calculated from the date the order is shipped, not from the date the order is placed.

  • Domestic Shipping (within [Your Country])
    • Standard Shipping: Estimated delivery within [Number] – [Number] business days. Carrier: [e.g., Local Post, Specific Courier Name]
    • Express Shipping: Estimated delivery within [Number] – [Number] business days. Carrier: [e.g., DHL Express, FedEx, UPS]
  • International Shipping
    • Standard International Shipping: Estimated delivery within [Number] – [Number] business days (customs processing can cause delays). Carrier: [e.g., DHL, FedEx International, UPS Worldwide Saver]
    • Express International Shipping: Estimated delivery within [Number] – [Number] business days (customs processing can cause delays). Carrier: [e.g., DHL Express, FedEx International Priority, UPS Worldwide Express]

Please note: Estimated delivery times are not guaranteed and can be affected by factors beyond Tembou’s control, such as customs delays, remote delivery locations, and carrier service interruptions.

3. Shipping Costs

  • Shipping costs are calculated at checkout based on the weight and dimensions of your order, the shipping method selected, and the delivery destination.
  • You will see the total shipping cost before you complete your payment.
  • Free Shipping: We may offer free standard shipping on orders over a certain value [e.g., $XXX USD]. This will be automatically applied at checkout if your order qualifies. (Specify if this is for domestic or international orders, or both).

4. Order Tracking

  • Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number(s).
  • You can use this tracking number to monitor the status of your delivery on the carrier’s website.
  • Please allow up to [Number] hours for the tracking information to become active after you receive the confirmation email.

5. Customs, Duties, and Taxes (for International Orders)

  • Orders shipped outside of [Your Country] may be subject to import taxes, customs duties, and fees levied by the destination country.
  • The recipient of an international shipment is responsible for all import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient’s country.
  • Tembou has no control over these charges, nor can Tembou predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for more information.
  • When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
  • It is the customer’s responsibility to ensure that the product can be lawfully imported to the destination country.

6. Shipping Restrictions

  • We ship to most countries worldwide. However, there may be restrictions on shipping medical devices to certain international destinations. If we are unable to ship to your location, we will notify you as soon as possible and issue a full refund.
  • We do not ship to P.O. Boxes for orders containing CPAP/BiPAP machines due to the value and nature of the equipment. A physical address is required. (Specify if this applies to accessories as well).

7. Incorrect Address & Undeliverable Packages

  • Please ensure that you provide the correct and complete shipping address at the time of checkout.
  • Tembou is not responsible for orders shipped to an incorrect address provided by the customer.
  • If a package is returned to us as undeliverable due to an incorrect address, refusal to pay customs fees, or failure to retrieve the package from the carrier, the customer will be responsible for the original shipping charges, any return shipping charges, and any duties, taxes, or customs charges incurred. We will refund the net amount (order total minus these costs). Alternatively, if the customer requests reshipment, additional shipping fees will apply.

8. Damaged or Lost Packages

  • Damaged Packages: If you receive a package that has been visibly damaged during transit, please refuse the delivery if possible, or make a note of the damage with the carrier before accepting it. Please contact our Customer Support team at [Your Customer Service Email or Phone Number] within [Number] days of receiving the damaged package, providing photos of the damage to the packaging and the product. We will assist you with a replacement or refund as per our <a href=”[Link to your Refund and Return Policy page]” target=”_blank”>Refund and Return Policy</a>.
  • Lost Packages: If your order has not arrived within the estimated delivery time plus an additional [Number] business days (to account for potential delays), please contact our Customer Support team. We will work with the carrier to locate your package. If the package is confirmed lost by the carrier, we will arrange for a replacement or issue a full refund.

9. Signature Requirement

  • Due to the value of CPAP/BiPAP devices, a signature may be required upon delivery for security purposes. The carrier will typically attempt delivery [Number] times. If they are unable to obtain a signature, they may hold the package at a local facility for pickup or return it to us.

10. Questions

If you have any further questions about our Shipping & Delivery Policy, please do not hesitate to contact us:

  • Email: [Your Customer Service Email]
  • Phone: [Your Customer Service Phone Number] (Specify hours of operation if applicable)
  • <a href=”[Link to your FAQ page]” target=”_blank”>FAQ</a>

Key Considerations for You (Tembou):

  • Choose Reliable Carriers: Partner with reputable shipping carriers that offer good tracking and insurance options, especially for medical equipment.
  • Packaging: Ensure your devices are packaged securely to prevent damage during transit. Consider discreet packaging for privacy.
  • Insurance: Consider insuring shipments, especially high-value orders. Factor this into your shipping costs or business model.
  • Clarity: Make this policy easily accessible on your website (e.g., in the footer).
  • Consistency: Ensure your shipping practices align with this policy.