Frequently asked questions
Shipping and Delivery
Shipping cost is calculated based on the total weight of the package and the shipping destination. For more details please refer to our shipping policy.
You are eligible to free shipping if your purchase is 750 EUR or more. Free shipping is available for regular destinations only, and as long as there is proper access at your shipping address (proper size elevator, no stairs etc.). If you ship to an irregular destination you will be billed only for the additional costs. For more details about destinations please refer to our shipping policy.
Shipment is done by Ground, Air or Ocean, depends on destination size and weight.
We provide shipment door to door, as long as there is a proper access (elevator or no stairs) at your
shipping address. In case there is none (stairs and no elevator, elevator is too small for the
equipment etc.) , and special delivery is required – you will be charged for the extra cost.
If package does not seem in a right manner – as with dents or wear and tears – please keep the
original box and contact us immediately
Most items are from stocks and are send out within one business day after purchase. That means that in Europe you will receive your goods within 3 to 5 business days after purchase. If your purchase consists of heavy equipment or special order (as working units, microscopes etc.) your delivery
can take up to 30 business days.
Customs, VAT and safety
As All 2 MD is an European company based in the Netherlands, there is no customs if you order within Europe. Regarding VAT – if you have a VAT number in your country – you are VAT exempt and you will not be charged with VAT. Please make sure that your VAT number is open for “cross border transactions” in order to receive the VAT exemption. If your shipping address is in the Netherlands, or you do not have a VAT number, or your VAT number is not open for cross border transactions – you will be charged with Dutch VAT of 21%.
If your shipping address is outside the EU you are exempt from Dutch VAT, however international shipments may be subject to import taxes, local VAT, duties and customs fees which are levied once your package reaches the country of destination, and are the responsibility of the recipient.
All release fees and costs (including taxes and carrier fees) will be paid by the receiver. International shipments may be subject to import taxes,local VAT, duties and customs fees which are levied once your package reaches the country of destination, and are the responsibility of the recipient. Please note that all the release process will be done by the receiver and it is the receiver’s responsibility to make sure they meet all the requirements set by the country of destination for allowing medical equipment into the country. You will be responsible for assuring that any products you order comply with your country, state and federal government’s import regulations and / or law for importing medical goods to your country of destination. Please check TERMS & CONDITIONS for more details.
The shipment is sent with a commercial invoice written in the accepted manner required to release items from customs worldwide, stating the actual cost of the shipment, FDA details (if available), manufacturer details and sender details of ALL 2 MD. It is recommended to check in advance with your customs release agent if further documents are required.
All of our products carry either FDA or CE certificate (CE or DOC depending on item’s safety class), ISO 9001 and usually ISO 13485.
All of our products are state-of-the-art equipment produced by US, German and Chinese manufacturers.
In order to use our equipment you have to be a professional buyer with medical experience and proper training on the products you are purchasing from us. You need to be allowed by the laws in your country to use our equipment (which usually requires a Doctor of Medicine degree with proper training). For further details please check our TERMS & CONDITIONS page.
In order to avoid difficulties when releasing your goods from customs, we advise you to contact your customs agent in your country as soon as possible after the purchase and consult them regarding the documents required to release your goods. In most countries our commercial invoice should be sufficient, especially if you are importing for self-usage. Usually most problems should be around the following issues: 1. The aim of the import – you should make sure that you declare that the import is for self-usage, as ALL2MD sells only to professional end users. In most countries a self-usage declaration is sufficient for release. 2. Batteries and charger – sometimes it is difficult to release a product due to safety issues involving the batteries and charger supplied with some of our products. In that case you should inform your agent that you waive the charger and batteries and you want to release the shipment without it. 3. Further details and declarations are required – these are usually FDA and CE related details. In that case you should contact us and we will do our best to supply you with the necessary documents and certificates.
Return, refunds and order cancellation
Yes, you may cancel your order (any type of product) within 3 days after you have placed it without charge, as long as the package has not been sent yet.
You may decide to return the goods within 14 days of receiving it, and receive full refund: just inform us by email within this period of time. In case any special changes were made to your products by your request or you have made a special order – your order can only be cancelled within 3 days of purchase, and you cannot return the goods afterwards. This applies also to heavy , special size equipment , custom made as – working units, microscopes and chairs.
In order to cancel your order, please contact us at firstname.lastname@example.org and provide the following details: Part Number, Serial Number and order number. We may ask you for more details. We will provide you with an RGA number. For further details please refer to our Return and Cancellation policy.
After contacting us and receiving an RGA we will inform you on the method of shipping and how to pack the products. (in original package). Please note that shipping will be from your drop point i.e. if the initial shipping was in CIF terms, it would be your responsibility to return it to the port for pickup.
In case of cancellation of an order within 14 days of receiving it, all shipping cost back to us will be on our expense. Returning goods should be in new condition with their original package – unused and unassembled.
Upon receiving the returned goods, they will be checked for their condition – to make sure they are in new condition and packed in their original package. We will notify you as soon as we have checked the returned goods. We will make the refund in the same manner you paid within 7 days of our notification.
Order and payment
Tech specifications and product configurations can be found in the product page – at the detailed description section.
Every product has a default option which is usually the most common one. If you are not sure what is exactly that you need – please contact us at email@example.com with your question and we will help you.
After your order is processed you will be notified by emails regarding its progress – from the acknowledgement till the shipping. We will provide you the shipment tracking number and will track your order until you receive it (port or door to door).
We have a variety of payment options including WIRE, CREDIT CARD, PAYPAL and other local payment options per your country. In some countries we can even offer financial leasing. Please contact us at firstname.lastname@example.org for any further information.
Technical advice and installation
If you need technical advice, please check first the detailed description of the product where you can usually find all relevant data and catalogues. Also you can check our help data center where you can find manuals, detailed instructables, videos and more information regarding most common technical issues. You can also contact us at email@example.com and we will do our best to help you.
Your items are mostly configured to “plug and play”, so installation should be easy and intuitive – no special and professional installation required. Should you have any problem please contact us at firstname.lastname@example.org. If necessary we will refer you to service companies at your country that can perform in house installation. Note that their service is not included and will be charged separately.
Most of the products have the possibility for the user to choose on spot between 110V and 220V. If stated at the detailed description as an option, you will have to choose in advance the voltage. All products are supplied with German plug as a standard. If you require a UK cord – we will supply you with one.
Yes, Rechargeable batteries and charger are supplied with each portable product as a default.
Warranty and repairs
Unless stated otherwise on the detailed description product page, each product carries a 24 month warranty period that will start from arrival to your port of destination. The warranty assures that the product is free of defects in workmanship and materials and do not cover any user damage to the product. For further details, please check our TERMS & CONDITIONS.
If you have a malfunction, whether it is a warranty issue or a user damage, please contact us at email@example.com with the item serial, part number and your order number and along with your contact details (including a phone number where you can be reached).. We will contact you back by email or phone and try to figure out the problem with you. Many issues can be solved remotely. If the issue cannot be solved and the product is under warranty – we will provide you an RGA number and instructions on where to send the product.
Damaged products will be shipped at the customer’s expense (not included duties and local fees at your country – applicable outside the EU). In case the product will be found to be under warranty shipping back will be on our expense and in a method chosen by us.