Shipping & Cold Chain Policy

• Restricted Delivery Locations: Deliveries are strictly limited to verified commercial and institutional addresses—such as hospitals, clinics, retail pharmacies, and licensed medical warehouses. We do not deliver to residential addresses, PO boxes, or unverified locations.
• Drug License Matching: Dispatch will occur solely to the delivery address specified on the Buyer's valid Drug License (Form 20/21 or applicable regional equivalents) and GSTIN registration on file.
• Nationwide Coverage: Shipping is available across India, subject to local regulatory access, transport network feasibility, and state border permits (e.g., E-Way Bill compliance).

• Processing Window: Standard orders for ambient pharmaceuticals and surgical supplies are processed and picked within 1 to 3 business days following license verification and payment/credit authorization.
• Estimated Transit Time: Deliveries typically take 3 to 7 business days, depending on destination geography, transport mode (Air vs. Surface), and regulatory checkpoints.
• Urgent / Emergency Shipments: Hospital emergency supply requests or critical line shortages may be prioritized for express dispatch upon written request and agreement on expedited freight charges.

For biologicals, vaccines, insulin, sera, and other temperature-sensitive pharmaceuticals requiring strict 2°C to 8°C storage:

• Validated Thermal Packaging: Cold-chain shipments are packed in validated insulated shippers with EPS/VIP insulation and conditioned gel/ice packs engineered to maintain target temperatures throughout transit.
• Monitored Express Transit: Cold-chain shipments are dispatched via specialized express logistics partners or dedicated refrigerated vehicles to minimize transit time.
• Immediate Receiving Protocol: The receiving entity must prioritize cold-chain parcels upon arrival, inspect transit temperature indicators (or data loggers where included), and immediately transfer items into compliant medical refrigeration units.
• Dispatch Schedule Restrictions: To prevent weekend terminal delays, temperature-sensitive shipments are dispatched exclusively between Monday and Thursday.

• Freight Quotation: Shipping charges are calculated based on shipment weight, volumetric dimensions, temperature handling requirements, destination zone, and delivery urgency. Freight fees are specified during checkout or on the formal Proforma Invoice.
• Bulk Order Thresholds: Free standard freight may be offered on bulk institutional orders exceeding defined order threshold values, excluding special cold-chain or heavy surgical consignment surcharges.
• E-Way Bills & Tax Documentation: All shipments are accompanied by statutory Tax Invoices, Packing Slips, and E-Way Bills as required by Indian GST regulations.

The Buyer's authorized receiving staff must follow this inspection protocol upon package handover:

1. Outer Packaging Inspection: Check outer cartons for signs of physical crushing, tearing, moisture, or tampered security tape.
2. Box Count Matching: Verify that the number of physical boxes delivered matches the carrier's consignment note/waybill.
3. POD Notation for Claims: Any outer container damage, box count shortage, or seal breach MUST be noted explicitly on the driver's Proof of Delivery (POD) document before signing.
4. Reporting Window: Any transit damage, box count discrepancy, or temperature breach must be reported to support@aethexhealthcare.com within 24 to 48 hours of receipt with photo/video evidence and a copy of the signed POD slip.

While Aethex Healthcare works with certified healthcare logistics carriers, estimated delivery timelines are non-binding. Aethex Healthcare is not liable for dispatch or transit delays resulting from:

• Regulatory inspection holds or state border check-post delays.
• Severe weather events, floods, or natural disasters.
• Regional transport strikes, road blockades, or local administrative lockdowns.

For shipment tracking, dispatch inquiries, or emergency logistics support, contact our dispatch control desk:

Aethex Healthcare – Supply Chain & Logistics Division
Address: C-533 Siddhivinayak Tower, Makarba, Ahmedabad - 380051, Gujarat, India
Email: support@aethexhealthcare.com / info@aethexhealthcare.com
Phone: +91 9737003940