Shipping policy

Thank you for choosing Biomatik.

Every order is individually reviewed to ensure prescription verification, regulatory compliance and appropriate dispensing before shipment.

This Shipping Policy explains how orders are processed, shipped and delivered. Please read it together with our Terms of Service and Returns & Refund Policy.

Processing of Orders

All orders are subject to:

  • Receipt of a valid prescription (where applicable);
  • Verification and acceptance by the dispensing pharmacy;
  • Payment confirmation (where required); and
  • Product availability.

As prescription medicines are compounded specifically for individual orders, processing times may vary depending on the product, formulation and operational requirements.

Orders are generally processed within 3–7 business days following prescription approval and payment confirmation.

Orders are not processed, compounded or dispatched on weekends or South African public holidays.

Delivery

Biomatik currently delivers to physical addresses within the Republic of South Africa.

Orders are shipped using reputable courier partners selected to ensure safe and reliable delivery.

Estimated delivery times are:

  • Major metropolitan areas: 1–3 business days
  • Regional areas: 2–5 business days
  • Remote locations: 3–7 business days

These delivery timeframes are estimates only and cannot be guaranteed.

Cold-Chain Products

Certain medicines require refrigerated transport and controlled storage conditions.

Where applicable:

  • products will be packaged using validated cold-chain packaging;
  • insulated containers and cooling materials may be used where required;
  • patients or authorised recipients should refrigerate products immediately upon delivery in accordance with the supplied storage instructions.

A partially thawed ice pack does not necessarily indicate that a product has been compromised. If you have any concerns regarding the condition of a temperature-sensitive medicine, please contact us before using the product.

Delivery Requirements

Prescription medicines should be received by:

  • the patient;
  • the prescribing healthcare professional;
  • an authorised representative; or
  • another responsible adult nominated by the customer.

Please ensure that someone is available to receive the parcel at the delivery address during business hours.

Failure to accept delivery may result in additional courier charges.

Incorrect Delivery Information

Customers are responsible for providing accurate delivery information.

Biomatik cannot be held responsible for delays, failed deliveries or additional courier costs arising from:

  • incorrect addresses;
  • incomplete delivery information;
  • unavailable recipients;
  • refusal to accept delivery; or
  • requests to redirect parcels after dispatch.

Shipment Tracking

Once an order has been dispatched, tracking information will be provided where available.

Customers may monitor delivery progress directly with the appointed courier.

Delivery Delays

While every effort is made to dispatch orders promptly, delivery delays may occasionally occur due to circumstances beyond our reasonable control, including:

  • severe weather conditions;
  • courier operational delays;
  • public holidays;
  • industrial action;
  • power or network interruptions;
  • prescription verification requirements;
  • product availability; or
  • other unforeseen events.

Should a significant delay occur, we will endeavour to keep you informed using the contact details provided with your order.

Damaged Deliveries

Please inspect your parcel immediately upon delivery.

If your order appears damaged, incomplete or incorrect, please notify us within 36 hours of delivery.

Where possible, please include:

  • your order number and date of order;
  • batch number of the product;
  • photographs of the parcel;
  • photographs of the product;
  • a description of the issue.

Please retain all original packaging until your claim has been assessed.

International Shipping

Biomatik currently supplies medicines for delivery within South Africa only, unless otherwise agreed in writing and permitted by applicable legislation.

Contact Us

For any shipping enquiries, please contact:

Biomatik (Pty) Ltd

Email: sarita@biomatik.co.za

Telephone: 083-641-9356