Shipping Policy

Shipping Policy

Shipping Policy

Last updated: August 2026

MedicalHup delivers medical equipment, healthcare supplies, and other eligible products throughout the Kingdom of Saudi Arabia.

This policy explains how orders are processed, shipped, tracked and delivered. It should be read together with our Terms of Use and Returns and Refunds Policy.

1. Delivery Coverage

We deliver to serviceable addresses across the Kingdom of Saudi Arabia.

Delivery availability may vary depending on:

  • The customer’s city or location
  • Courier coverage
  • Product size, weight, or storage requirements
  • Regulatory restrictions
  • Whether special handling or installation is required

Some remote locations may require additional delivery time or charges. Any known restrictions will be communicated during checkout or after reviewing the order.

International delivery is not currently available unless expressly stated during checkout.

2. Order Processing

Orders are normally processed within one to two business days after successful payment and order confirmation.

Processing may take longer where:

  • A prescription, licence or regulatory document must be verified
  • The product requires special preparation or handling
  • An item is supplied by a third-party seller
  • The order contains a large quantity or customized product
  • Additional delivery or customer information is required
  • The order is placed during an official holiday or high-demand period

Processing time refers to the time required to prepare and dispatch an order. It does not include the courier’s delivery time.

3. Estimated Delivery Time

The estimated delivery time depends on the destination, selected shipping method, product availability and courier service.

An estimated delivery date or delivery range may be displayed during checkout or provided after the order is confirmed.

All delivery dates are estimates rather than guarantees unless expressly confirmed otherwise. MedicalHup will notify customers of any known material delay or circumstance that may affect delivery.

4. Shipping Charges

Shipping charges are calculated during checkout based on factors including:

  • Delivery location
  • Product weight and dimensions
  • Shipping method
  • Special handling or temperature-control requirements
  • Number of shipments
  • Installation or delivery-service requirements

The applicable shipping charge will be displayed before payment is completed.

Free-delivery promotions may be subject to a minimum order value, eligible locations, selected products or other stated conditions.

5. Order Tracking

Once an order has been dispatched, tracking information will be provided through the customer’s account, email, SMS or another available communication channel.

Tracking information may take some time to become active after the shipment is handed to the courier.

Customers may contact MedicalHup customer support if the tracking status does not update within a reasonable period.

6. Split Shipments

An order containing multiple products may be delivered in separate shipments where products:

  • Are dispatched from different warehouses
  • Are supplied by different sellers
  • Have different availability dates
  • Require different handling or delivery methods

Each shipment may have a separate tracking number and delivery date. Customers will not be charged additional shipping fees for a split shipment unless this was clearly disclosed and accepted during checkout.

7. Delivery Address and Contact Details

Customers must provide a complete and accurate delivery address, including:

  • Recipient’s full name
  • Active mobile number
  • City, district and street
  • Building, unit or apartment number where applicable
  • National Address details where required
  • Any relevant delivery instructions

MedicalHup is not responsible for delays caused by incomplete, inaccurate or outdated information provided by the customer.

Please contact us immediately if an address needs to be corrected. Changes may not be possible after dispatch and may result in additional charges or delays.

8. Delivery Attempts

The courier may contact the recipient to confirm the location or arrange delivery.

If delivery cannot be completed because the recipient is unavailable, cannot be contacted, refuses the shipment or provides an incorrect address, the courier may make another attempt or return the shipment.

Additional delivery charges may apply if an order must be shipped again due to circumstances attributable to the customer.

If a returned order contains a product that cannot safely be restocked, including certain medicines, sterile products or temperature-controlled items, a refund may not be available unless required by applicable law.

9. Receiving and Inspecting an Order

Customers should inspect the shipment when it is delivered and, where possible, before acknowledging receipt.

Please check that:

  • The outer packaging is not visibly damaged or opened
  • The number of packages is correct
  • Temperature-sensitive packaging appears intact
  • The delivered products match the order

If there is visible damage, tampering or a significant discrepancy, note it with the courier where possible and contact MedicalHup immediately.

Do not use a product that appears damaged, contaminated, incorrectly stored or unsafe.

10. Damaged, Missing or Incorrect Products

If an order arrives damaged, incomplete or incorrect, please contact us as soon as possible and provide:

  • The order number
  • A description of the issue
  • Clear photographs or videos of the product and packaging
  • The product name, quantity, batch or serial number where applicable

Keep the product and all original packaging until the claim has been reviewed.

Once verified, MedicalHup or the relevant seller will arrange an appropriate replacement, return or refund in accordance with our Returns and Refunds Policy.

11. Lost Shipments

If tracking shows an unusual delay or an order has not arrived within the communicated delivery period, please contact customer support.

We will coordinate with the courier to investigate. If a shipment is confirmed as lost before delivery, MedicalHup or the relevant seller will arrange a replacement or refund as appropriate.

12. Temperature-Controlled and Regulated Products

Medicines, diagnostic materials and other temperature-sensitive or regulated products may require special packaging, approved couriers or restricted delivery locations.

Customers must:

  • Ensure an authorized person is available to receive the shipment
  • Follow the storage instructions immediately after delivery
  • Avoid using a product if the packaging or temperature-control indicator suggests improper handling
  • Notify MedicalHup immediately of any concern

Certain regulated products may only be delivered after verifying a prescription, licence or other required documentation.

13. Large Equipment and Installation

Delivery of large medical equipment, furniture or specialized devices may require:

  • Site-access confirmation
  • Loading or unloading arrangements
  • Additional handling equipment
  • Installation, testing or calibration
  • A scheduled delivery appointment

Unless expressly included in the order, standard shipping does not include installation, assembly, calibration, training or removal of existing equipment.

Any additional service and associated charge will be confirmed before delivery.

14. Delivery Delays

Delivery may be affected by circumstances outside our reasonable control, including:

  • Severe weather or unsafe road conditions
  • Courier or transportation disruptions
  • Public holidays
  • Regulatory inspections or approvals
  • Supply-chain interruptions
  • Incorrect customer information
  • Events of force majeure

MedicalHup will make reasonable efforts to communicate material delays and provide an updated estimate.

Nothing in this policy limits any cancellation or refund rights available under applicable Saudi laws.

15. Order Changes and Cancellations

Customers may request an address change or order cancellation before dispatch by contacting customer support.

Once an order has been dispatched, cancellation may no longer be possible. The order will then be handled according to our Returns and Refunds Policy.

Customized, specially ordered, sterile, refrigerated or regulated products may be subject to additional cancellation restrictions.

16. Responsibility for the Shipment

MedicalHup, the relevant seller and the appointed courier will remain responsible for handling the shipment according to their respective obligations until confirmed delivery, subject to applicable law.

Responsibility may transfer to the customer where the shipment is delivered to:

  • The named recipient
  • An authorized representative
  • A reception desk or mailroom authorized by the customer
  • Another location specifically requested or approved by the customer
17. Contact Us

If you have questions about shipping, tracking, or delivery, please contact the MedicalHup customer-support team through our Contact Us page.

Please provide your order number so we can assist you efficiently.