Shipping & Returns

Where do we ship

At Custom Surgical, we believe in the democratization of medical equipment. Thus, we ship to all countries except to countries where we have distribution agreements. You can find those countries listed below, and if you are in one of them, please contact us or the distributor in your region here.

EuropeItaly, Turkey, UK
AmericaUSA (only B2B), Canada, Mexico, Peru, Ecuador, Chile, Colombia , Bolivia, Paraguay, Uruguay, Brazil, Argentina
AsiaMalaysia, Thailand, India, Vietnam, Philippines, Myanmar, Brunei, Cambodia, Hong Kong, Macau, Japan, Mongolia,Korea, Taiwan, Sri Lanka, India, Bangladesh, Bhutan, Nepal, Pakistan, Maldives
AfricaCape Verde, Guinea Bissau, S. Tome and Principe, Angola and Mozambique

Delivery time

You can refer to the tables below to get an indication of the delivery time. The delivery time mentioned is only for reference. We can't guarantee the actual delivery time.

Orders shipping to the European Union

Economy7-10 days
ExpressNot available

Economy orders ship via UPS Standard.

Orders shipping to other countries

Express
Not availableNot available
Economy
Rest of Europe10-15 days
Rest of the world10-15 days

Economy orders ship via UPS Standard.

Import Fees, Customs Fees and Tax

Import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost and it will be collected upon delivery from the carriers for certain packages. These charges are the recipient's responsibility as we are only charging the transportation fee for the packages. You may check with your country’s customs office to determine what these additional costs will be.

Cancellation & Order Modification

We will do our best to process any cancellation or change requests before your order is sent to our warehouse. However, we cannot guarantee that any order can be changed or canceled after the order has been placed. If the order has been shipped, or for some other reason we are unable to cancel or modify the order, the customer will be responsible for the full cost associated with shipping the product back to us. Please order carefully, and if you’d like to cancel, contact us as soon as possible.

Changed Your Mind?

We want you to be completely happy with your purchases. Therefore, we allow you to return your product during the first 14 days after you received it and to claim a full refund of the product cost after delivery - no questions asked (although we appreciate it if you could share your feedback). If you return a product please make sure to follow these guidelines.

  • Item(s) must be returned within 14 days of purchase, together with proof of purchase (I.E. your order number).
  • Make sure you contact us first before returning an order. We will give you detailed instructions on how to properly return your item. The customer is responsible for shipping the products back to our warehouse. All fees, including “shipping and handling” fees are non-refundable.
  • Returned products must NOT be physically damaged, including damage due to improper installation. This includes any physical alteration to the product, modifications not approved by the manufacturer, bent pins, etc.
  • If you request a refund, the purchase price (excluding any shipping costs) will be refunded to you, once we have received the returned item and have confirmed that it meets the conditions above.
  • Custom Surgical GmbH reserves the right to refuse any returns or refunds.

Read our Warranty Policy for more details.

Received Something Faulty?

Damaged Products

If a package has been damaged in shipping and it is apparent when the package arrives at your door, please REFUSE the delivery. If you have already accepted a package, and then discover that it has been damaged, contact us immediately. We’ll take it from there. Be sure to save all paperwork and packing material with the damaged goods. The carrier may wish to inspect it before processing the claim. Please do not return damaged-in-shipment products yourself. It could jeopardize your claim and keep you from receiving credit for the return.

Defective Products

Even our factories aren’t perfect - if you receive defective products, please send us a short video or photos of the defect for us to provide assistance. Sometimes our customer service representatives are able to tell you how to fix the issue right away! If you are unable to provide ‘evidence’ of the defect, a return or replacement may be more difficult but we will always try our best to assist you. Defects found after the product is in use usually fall under warranty. A customer service representative will be happy to help you determine which procedure is appropriate for you.

Missing Parts

Should you receive a product that is missing a part, please contact us. We will ensure that you are sent the appropriate part from our stock.

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