Customer Service

Frequent asked questions

Orders that are in stock are typically processed within 1-2 business days after payment confirmation. Once shipped, you will receive a notification email with tracking information so you can monitor your package’s progress.
Delivery times vary depending on the destination and the chosen shipping method:

Within Europe: Most orders arrive within 3–7 business days.
Outside Europe: Delivery can take 7–14 business days, depending on your location and customs clearance.

For urgent orders, expedited shipping options may be available. Contact our team at info@all2md.com to explore priority shipping options.

Which payment methods are do you offer?

We provide a variety of secure payment options to ensure convenience and flexibility for our customers. These include:

Major Credit Cards: Visa, MasterCard, and American Express.
Bank Transfers: For customers who prefer direct payments, wire transfer details are provided during checkout.
Electronic Payment Methods: Depending on your region, we may support PayPal or other payment gateways.

For large orders or specific arrangements, please contact us for alternative payment options at info@all2md.com.

What is your return policy?

We want you to be fully satisfied with your purchase. That’s why we offer a 14-day return policy for eligible products. Here’s how it works:

Eligibility: The item must be unused, in its original condition, and include all packaging and accessories.
How to Initiate a Return: Contact us at info@all2md.com to request a return authorization.
Shipping: Customers are responsible for return shipping costs unless the item is defective or the wrong product was shipped.
Refunds: Once the returned item is inspected and approved, we will process a refund to your original payment method within 5–7 business days.

For more details, visit our Return Policy page or reach out to our team.

How will you ship my order?

We partner with trusted shipping carriers to ensure safe and timely delivery of your order. Shipping methods include:

Standard Shipping: Reliable and cost-effective delivery for most destinations.
Expedited Shipping: Faster delivery options available for urgent orders.
Carrier Options: PostNL, DPD, DHL, UPS, FedEx, and other reputable logistics providers, depending on your location.

All shipments are fully tracked, and we provide tracking information as soon as your order is dispatched. For large or delicate medical equipment, we may arrange for specialized shipping to ensure safe handling.

How can I cancel an order?

If you need to cancel your order, please contact us as soon as possible:

Phone: +31 (0) 10 840 7500
Email: info@all2md.com

Orders can only be canceled before they are shipped. Once your order has been dispatched, cancellation is no longer possible, and you will need to follow our return policy instead. Refunds for canceled orders are processed within 5–7 business days after confirmation.

For custom or special orders, cancellations may not be allowed once the production process begins. Please contact us for further assistance regarding your specific case.

Shipping

1. Does ALL2MD offer free international shipping?

Yes, ALL2MD proudly offers free international shipping on most products for orders exceeding €500. This benefit applies to a wide range of destinations, including Europe, the USA, India, Japan, China, Australia, and more.

2. How do I qualify for free shipping from ALL2MD?

To qualify for free shipping, ensure your cart total reaches €500 or more. The shipping cost will be automatically deducted during the checkout process once you meet this threshold.

3. How are ALL2MD orders shipped?

ALL2MD determines the appropriate shipping method based on:

The dimensional and actual weight of the shipment.
Packaging requirements to ensure product safety.
The destination country’s logistics infrastructure.

We use the most suitable method:

Small, low-value items: Sent via post.
Standard shipments: Delivered using trusted couriers like UPS, DHL, or FedEx.
Large or delicate items (e.g., furniture, microscopes): Shipped via air or ocean freight with specialized handling.

ALL2MD takes every measure to provide the fastest and most reliable shipping options based on the nature of your order.

4. What type of delivery service does ALL2MD provide?

ALL2MD aims to offer door-to-door delivery, ensuring your shipment is brought directly to your specified address, as long as there is proper access (e.g., an elevator or no stairs).

If special delivery arrangements are required (due to stairs, small elevators, or limited access), an additional fee may apply. In cases where door-to-door service isn’t possible, ALL2MD may provide CIF (Cost, Insurance, and Freight) delivery, where the shipment is delivered to the nearest port, and the receiver is responsible for customs clearance and transportation from the port.

5. Who is responsible for customs clearance, taxes, and fees?

Within Europe: No customs fees apply for shipments from ALL2MD, as we are based in the Netherlands.
Outside Europe: The receiver is responsible for all customs clearance, import duties, taxes, and carrier-related fees.
- You are required to ensure compliance with your country’s import regulations for medical equipment.
- Any fees incurred during customs clearance will need to be covered by the receiver.

6. How do I know if additional shipping costs apply?

The shipping costs shown at checkout are calculated for standard destinations (Europe, the UK, the USA, and other commonly serviced regions). However, additional charges may apply for:

Hard-to-reach destinations (e.g., Alaska, remote parts of Russia, or South America).
Special circumstances requiring unique logistics solutions.

If extra costs apply, ALL2MD will notify you before proceeding with your order. You can choose to approve the additional charges or cancel the order for a full refund.

7. When will my ALL2MD order arrive?

Delivery times depend on the shipping method, destination, and product availability:

Standard Orders: Typically shipped within 3 business days after payment confirmation.
Special Items (custom, oversized): Shipping may take up to 30 business days or longer in rare cases.

ALL2MD strives to ship every order as quickly and reliably as possible, using methods that suit your order’s requirements and destination.

8. Can I use my own courier for shipping?

Yes, ALL2MD allows you to arrange for shipping via your preferred courier. After completing your purchase, contact us at info@all2md.com with your courier details.

If you’ve already paid for shipping during checkout, we will refund the charges.
ALL2MD will securely package your order to minimize costs and ensure safety during transit.

9. Are ALL2MD shipments insured?

Yes, all shipments from ALL2MD are insured for the purchase value:

Door-to-Door Deliveries: Insurance covers the shipment until it reaches your address.
CIF Shipments: Insurance is valid until the shipment arrives at the port.

Important: If an item is held at the port for more than 14 days, insurance will only cover up to the port and will not include damage or loss beyond that point.

10. Which countries are included in ALL2MD’s free shipping offer?

Our free shipping offer applies to most standard destinations, including:

Europe: All EU member states.
Worldwide: The USA, India, Japan, China, Australia, and other nearby regions.

If your country is not listed, or if you’re unsure whether you qualify for free shipping, please contact us at info@all2md.com for confirmation.

11. What happens if there’s an issue with delivery access?

For door-to-door shipments, proper access is required at the delivery location. This includes:

An elevator for higher floors or no stairs.
Sufficient space for large items to pass through.

If access is limited or special arrangements (e.g., additional manpower or equipment) are needed, ALL2MD will notify you of any extra costs that may apply.

12. What are the receiver’s responsibilities for customs and regulatory compliance?

For destinations outside the EU, the receiver is responsible for ensuring that the ordered items comply with all local, state, and federal import regulations for medical equipment.

You must obtain all necessary permits or approvals before placing your order.
The receiver is responsible for all import duties, taxes, and customs-related charges.

ALL2MD encourages all customers to verify their country’s import policies before completing their purchase.

Need Assistance?

For any additional questions or concerns about shipping, please contact our support team:

Email: info@all2md.com
Phone: +31 (0) 10 840 7500

ALL2MD is dedicated to making your shopping and shipping experience seamless and hassle-free!

Payments

1. What payment methods does ALL2MD accept?

At ALL2MD, we provide a range of secure and convenient payment options to make your shopping experience as smooth as possible. These include:

Credit and Debit Cards: Visa, MasterCard, and American Express.
Bank Transfers: Direct wire transfers are accepted for larger orders.
PayPal (where available): A fast and reliable payment gateway for select regions.
Other Regional Payment Methods: Depending on your location, we may offer additional payment methods.

If you have specific requirements or prefer an alternative payment method, please contact us at info@all2md.com, and we’ll assist you promptly.

2. How can I update my credit card information?

To update your credit card details for future transactions:

Log into your ALL2MD account.
Navigate to the Payment Methods section.
Enter your new credit card details and save the changes.

If you experience any issues or require assistance with updating your payment information, please contact us at info@all2md.com, and our team will guide you through the process.

3. How does ALL2MD handle invoices and VAT?

ALL2MD issues official invoices for all purchases, ensuring compliance with VAT regulations where applicable:

Within the EU: VAT is included in the total price, and customers will receive a VAT-compliant invoice.
Outside the EU: VAT is not charged on purchases; however, customers are responsible for any applicable import taxes or duties in their destination country.
VAT-Registered Customers: If you are an EU-based business with a valid VAT number, you may qualify for VAT-exempt purchases. Please provide your VAT details during the checkout process.

If you need any custom details added to your invoice or have questions about VAT, contact us at info@all2md.com, and we’ll be happy to assist.

4. How does ALL2MD process payment refunds?

ALL2MD is committed to ensuring customer satisfaction. Refunds are processed under the following conditions:

Refund Eligibility: Refunds may be issued for canceled orders, returned items (per our return policy), or any overpayment errors.
Refund Timeline: Once a refund is approved, it will be processed within 5–7 business days and returned to your original payment method.
Notification: You will receive an email confirmation once the refund is initiated.

If you have any questions about refunds or need to check the status of a refund, please reach out to us at info@all2md.com.

Need Assistance?

For any payment-related queries or issues, feel free to contact ALL2MD’s customer support team:

Email: info@all2md.com
Phone: +31 (0) 10 840 7500

Our team is here to help ensure a seamless payment experience!

Returns policy

1. What is ALL2MD’s return policy?

At ALL2MD, we want you to be completely satisfied with your purchase. Products can be returned free of charge within 14 days of receiving your order. However, the following items are exempt from the right of return:

Sterile packaged products.
In-vitro diagnostics.
Custom-made products.
Underwear.

If you’re unsure whether your product qualifies for a return, feel free to contact us at info@all2md.com for clarification.

2. How should I package the products for return?

To ensure safe transit, please follow these guidelines when preparing your return:

Carefully package the product to avoid damage during transport.
Use the original shipping box if possible.
Ensure the item includes all accessories and original packaging (if applicable).

Damaged or improperly packaged items may affect your eligibility for a full refund.

3. How do I return products as an account holder?

Returning products is quick and easy for registered customers:

Log in to your ALL2MD account:
- Visit the ALL2MD Online Shop and log in using your personal access details.
Access your orders:
- Navigate to the “Orders” section to view all your placed orders.
Select items to return:
- Check the “Return Items” box next to the products you wish to return.
Print the return label:
- You will receive an email with a DPD return label. Print the label and securely attach it to your package.
Drop off your package:
- Our system will display the nearest DPD drop-off locations based on your postal code. Simply drop off the package at any DPD shop.

4. How do I return products as a guest customer?

If you placed your order as a guest, follow these steps to initiate a return:

Email ALL2MD:
- Send an email to info@all2md.com with the following details:
  - Your customer number (if available).
  - Your invoice number.
  - A list of the products you wish to return.
Receive and print the return label:
- You will receive a DPD return label via email. Print the label and attach it to the package.
Drop off your package:
- Use the DPD shop locator system provided to find the nearest drop-off location based on your postal code.

5. When will I receive my refund?

Once your returned items have been received and processed, ALL2MD will issue a refund to your original payment method. Refunds are typically processed within 14 days after your return is approved.

6. Are there any products that cannot be returned?

Yes, the following products are non-returnable due to health and customization reasons:

Products with sterile packaging (if opened).
In-vitro diagnostic equipment.
Custom-made items or personalized orders.
Underwear or garments.

If you have questions about the return eligibility of a specific product, please contact us at info@all2md.com.

7. What should I do if I encounter an issue during the return process?

If you experience any issues, such as problems with downloading the return label or finding a drop-off location, reach out to us for assistance:

Email: info@all2md.com
Phone: +31 (0) 10 840 7500

Our support team will guide you through the process to ensure your return is completed without hassle.

Need Assistance?

ALL2MD is committed to providing excellent customer service. If you have any questions or concerns about your return, feel free to contact us at info@all2md.com.

Warranty

1. What is the standard warranty offered by ALL2MD?

ALL2MD provides a 2-year standard warranty on most products, unless stated otherwise. This warranty covers manufacturing defects and ensures that you receive high-quality and reliable equipment.

The warranty is valid from the date of delivery and applies to all eligible products purchased through ALL2MD.

2. What does the ALL2MD warranty cover?

The ALL2MD warranty covers:

Manufacturing defects.
Faults in materials or workmanship.
Repairs or replacements necessary due to factory defects.

The warranty does not cover:

Normal wear and tear.
Damage caused by misuse, improper handling, or neglect.
Issues resulting from unauthorized repairs or modifications.
Consumable parts (e.g., batteries, bulbs, or similar items).

If you are unsure whether your product’s issue is covered under warranty, contact us at info@all2md.com for assistance.

3. How can I claim a warranty?

To initiate a warranty claim, follow these steps:

Contact ALL2MD Support:
- Email info@all2md.com or call +31 (0) 10 840 7500.
- Provide your order number, a description of the issue, and, if possible, photos or videos of the defect.
Receive confirmation:
- Our support team will review your request and confirm whether the issue is covered under warranty.
Repair or replacement process:
- If the issue is covered, we will guide you through the repair or replacement process.
- In some cases, we may request that you send the product back for inspection.

4. Who covers the shipping costs for warranty claims?

For valid warranty claims:

Within the warranty period: ALL2MD covers the shipping costs for repairs or replacements.
Outside the warranty period: The customer is responsible for shipping and repair costs.

Please note that items must be carefully packaged to prevent further damage during transit.

5. Can I extend my ALL2MD warranty?

Yes, ALL2MD offers extended warranty options for select products. Extended warranties provide additional coverage beyond the standard 2 years, giving you extra peace of mind.

To learn more about extended warranty options and eligibility, contact us at info@all2md.com.

6. Does the warranty apply to refurbished or demo products?

Yes, refurbished or demo products sold by ALL2MD include a limited warranty, which will be clearly specified at the time of purchase. This warranty may vary depending on the product and condition, so please refer to the product details or contact us at info@all2md.com for more information.

7. Are warranties transferable?

No, warranties provided by ALL2MD are non-transferable and apply only to the original purchaser. If you resell or transfer the product to another party, the warranty will no longer be valid.

8. What happens if my product cannot be repaired?

If your product cannot be repaired under warranty, ALL2MD will provide a replacement of the same model or an equivalent product. In the rare case that neither is available, we will issue a refund based on the purchase price.

9. Are there any special requirements for medical equipment warranties?

Yes, due to the sensitive nature of medical equipment, the following conditions apply:

The product must be used according to the manufacturer’s guidelines.
Regular maintenance (as recommended in the product manual) must be performed.
Unauthorized modifications, improper usage, or neglect will void the warranty.

For specific warranty details on your medical device, contact info@all2md.com.

10. How long does the warranty repair process take?

The repair process typically takes 7–14 business days, depending on the complexity of the issue and the availability of replacement parts. ALL2MD will keep you informed throughout the process and strive to resolve issues as quickly as possible.