Shipping Policy

Where We Ship

We currently ship Diabec to the following countries and regions:

• United Kingdom - our home market, with the fastest delivery times
• United States - all 50 states and US territories
• Canada - all provinces and territories
• Australia - all states and territories
• Singapore

If your country is not listed at checkout, please call our support team and we will do our best to accommodate your order.

Free Shipping & Estimated Delivery Times

All Diabec orders ship completely free of charge to the UK, US, Canada, Australia, and Singapore. There are no shipping costs, handling fees, hidden charges, or minimum order requirements.

Estimated delivery times from the date of dispatch:

Order Processing

Once your order is placed and payment is confirmed:

• Processing time - orders are typically processed and dispatched within 1-2 business days
• Business days - processing occurs Monday through Friday, excluding UK public holidays
• Order confirmation - you will receive an email confirmation immediately after placing your order
• Dispatch notification - a second email with tracking information will be sent once your order has been dispatched
• Cut-off time - orders placed after 2:00 PM GMT may be processed the following business day

Order Tracking

We provide tracking for all orders so you can monitor your delivery:

• Tracking number - a tracking number will be emailed to you once your order has been dispatched
• Tracking updates - use the tracking number on the carrier's website to monitor your package's progress
• Delivery confirmation - most carriers provide delivery confirmation once your package has been delivered
• Tracking delays - in some cases, tracking information may take 24-48 hours to update after dispatch

Tracking numbers typically appear 3 to 5 business days after you place your order. Timing can vary slightly depending on when the order is placed (for example, orders made over the weekend are processed the following business day). If you have not received your tracking information within 6 business days, please call our support team and we will help straight away.

Customs & Duties

Diabec is a UK-registered company and all orders are shipped from our manufacturing facility in India. The price you see at checkout is the final price you pay - all applicable taxes and duties are already included.

• No hidden fees - the price displayed at checkout includes all taxes and duties. You will not be charged anything extra upon delivery
• Customs processing - while taxes are covered, parcels may occasionally go through routine customs inspection, which can add a few extra days to delivery. This is normal and no action is required on your part

If you have any questions about your order or delivery, our support team is available by phone in the UK, US, Canada, and Australia.

Delivery Issues

If you experience any issues with your delivery, we are here to help:

• Package not received - if your order has not arrived within the expected timeframe, contact our support team. We will investigate with the carrier and work to resolve the issue.
• Incorrect address - please double-check your shipping address at checkout. If a package is returned to us due to an incorrect address, additional shipping charges may apply for re-delivery.
• Lost packages - if a package is confirmed as lost by the carrier, we will send a replacement at no additional cost or issue a full refund
• Damaged packages - if your package arrives damaged, please contact us within 48 hours with photos. See our Refund Policy for details.
• Broken aluminium seal (customs inspection) - if your parcel arrives with the aluminium seal broken or tampered with, this is most likely the result of a random customs inspection. Customs authorities may open and inspect parcels without notifying the recipient. To confirm whether your parcel was inspected:
  • Check your tracking information on your local post office website - inspection events are sometimes recorded there
  • Contact your local post office directly and ask whether the parcel was flagged for a customs check

  Please be aware that we cannot guarantee that a parcel will not be selected for a random customs inspection. This is a standard procedure carried out by customs authorities in all countries and is outside our control. If you have concerns about the contents or condition of your order after a customs inspection, please contact our support team and we will assist you.

• Missed delivery - if a delivery attempt is missed, the carrier will typically leave a notice with instructions for re-delivery or collection from a local depot

PO Boxes & APO/FPO Addresses

We understand that some of our customers receive mail at PO boxes or military addresses:

• PO Boxes - we ship to PO box addresses where the carrier allows delivery. Postal services (Royal Mail, USPS, Canada Post, Australia Post) typically support PO box delivery.
• APO/FPO addresses - we ship to US military APO and FPO addresses via USPS. Please note that delivery to military addresses may take longer than standard domestic shipping.