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
• "Business day" defined - we use UK business days (Monday-Friday, excluding UK bank holidays in England and Wales). International customers should expect dispatch on the next UK business day if they order outside UK working hours

UK Consumer Contracts Regulations 2013: for UK customers we comply with the default 30-day delivery period under regulation 42 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If we are unable to deliver within 30 days of order acceptance and we have not agreed an extended timeframe with you, you have the right to cancel for a full refund. The 14-day cooling-off cancellation right is described in our Refund Policy.

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.

Carriers we use

Diabec parcels are handed to India Post / Speed Post for international export from our facility in India, and are then delivered locally by:

• United Kingdom - Royal Mail (Tracked 24/48) or Parcelforce, depending on parcel size
• United States - USPS (Priority Mail International or First-Class Package International)
• Canada - Canada Post (Tracked Packet International)
• Australia - Australia Post (eParcel / International Tracked)
• Singapore - SingPost (Smartpac or Speedpost)

For larger or expedited orders we may use a private courier (DHL, FedEx or UPS) at no extra cost to you. The carrier name will appear in the tracking email when your order is dispatched.

Customs & Duties (Delivered Duty Paid)

NIBARTECH LTD is a UK-registered company (Companies House no. 15283998) and all Diabec orders are manufactured and dispatched directly from our WHO-GMP certified facility in India. We ship on a Delivered Duty Paid (DDP) basis: the price you see at checkout is the final price you pay. All applicable import VAT, customs duties and handling fees are pre-paid by us as part of that price.

• No hidden fees on delivery - the price displayed at checkout includes import VAT, customs duty and broker / handling fees. The courier will not ask you to pay anything on delivery
• UK (post-Brexit) - we register the import via the IOSS (Import One-Stop Shop) / UK VAT registration so UK import VAT (20%) is settled at point of sale. Royal Mail will not raise a "fee to pay" card on Diabec parcels
• United States - most Diabec orders fall under the Section 321 de minimis threshold (currently US$800 per recipient per day), so no US duty applies. For larger orders we pre-pay any applicable duty via the carrier's DDP brokerage
• Canada - we pre-pay GST/HST and any applicable customs duty via the carrier's DDP brokerage. Canada Post will not invoice you separately
• Australia - Australian GST (10%) on low-value imported goods under A$1,000 is collected at point of sale via our GST registration with the ATO. The ABF will not invoice you separately
• Singapore - Singapore GST (currently 9%) on low-value goods under S$400 is collected at point of sale via our IRAS OVR registration. Singapore Customs will not invoice you separately
• Routine customs inspection - any customs authority may select a parcel for routine inspection. This may add a few days to delivery and can leave the aluminium seal opened or replaced; it is not a sign of tampering and no action is required on your part. See Section 6 for what to do if you have concerns

If you live outside the five DDP destinations above and a tax invoice is nevertheless raised at delivery, send it to support@dia-bec.com and we will reimburse the amount in line with the DDP commitment.

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.
• Change of address before dispatch - if your order has not yet been dispatched, email support@dia-bec.com with your order number and the new address as soon as possible; we will do our best to update it before the parcel is handed to the carrier. Address changes after dispatch can sometimes be requested as a redirection through the carrier but cannot be guaranteed
• Incorrect address at checkout - 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, SingPost) 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.

Contact Us

For any shipping or delivery enquiry - tracking, address changes, broken seals, missing parcels, or duty-paid disputes - please contact us:

Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in delivery timeframes, carriers, customs treatment, or applicable law. When we make material changes, the "Last updated" date at the top of this page will be revised and we will highlight the change in the changelog below.

Recent changes

• 28 May 2026 - Major content review. Confirmed and disclosed that all five destinations (UK, US, Canada, Australia, Singapore) ship on a Delivered Duty Paid (DDP) basis (all import VAT, customs duty and handling fees included at checkout). Corrected the FAQ schema to align with body delivery times. Updated UK delivery range from 5-10 to 7-14 business days (avg ~10). Confirmed parcels dispatched directly from our WHO-GMP facility in India. Added carrier list (Royal Mail, USPS, Canada Post, Australia Post, SingPost; DHL/FedEx/UPS for expedited). Added UK Consumer Contracts Regulations 2013 reference (30-day default delivery + 14-day cancellation cross-reference). Added "change of address before dispatch" route. Added Quick Answer accordion + speakable schema. Added Section 8 Contact Us with full multi-country support details.
• March 2026 - First publication of this Shipping Policy.