Shipping and Delivery Policy

1. Introduction

This policy explains the processing, shipping, and delivery mechanism for orders placed through the Ocean Pharmacy website, owned by Ocean Medical Company, within the Kingdom of Saudi Arabia. By using the website or completing any order, you agree to the terms and conditions contained in this policy.

2. Shipping Scope

• Shipping and delivery services are provided within the Kingdom of Saudi Arabia only.
• Delivery availability may vary depending on the customer's location, product type, or regulatory requirements, especially for pharmaceutical products.

3. Order Processing

• Orders are processed after successful payment confirmation.
• Some orders may require additional review or prescription verification when necessary.
• Orders are typically prepared within 1–2 business days.
• Orders placed during weekends or official holidays are processed on the next business day.

4. Shipping and Delivery Companies

Ocean Pharmacy deals with approved third-party shipping and logistics companies to ensure safe and efficient order delivery.

While we strive to adhere to estimated delivery times, delivery duration may sometimes be affected by factors beyond our direct control, such as shipping company procedures, delivery location, or emergency circumstances. In such cases, we follow up on the order and support the customer as much as possible.

5. Estimated Delivery Times

All stated delivery times are estimated and intended for guidance only, typically including:

• Main Cities: 1 to 3 business days.
• Other Regions: 3 to 5 business days.

Actual times may vary due to the operational capacity of shipping companies, weather conditions, peak periods, or regulatory requirements for certain products.

6. Shipping Fees

• Any applicable shipping fees are clearly displayed during checkout.
• Fees may vary depending on the delivery location, order size or weight, special delivery requirements, or promotional offers.
• No shipping fees are applied without the customer's approval before order confirmation.

7. Delivery Conditions

• Delivery is made to the address specified by the customer during checkout.
• The customer bear responsibility for the accuracy and correctness of delivery data.
• A valid phone number must be provided to facilitate the delivery process.

In case delivery is not possible due to incorrect data or the customer's unavailability, delivery may be rescheduled or the shipment returned according to shipping company procedures.

8. Pharmaceutical, Regulated, and Cold Chain Products

Certain health or pharmaceutical products may require additional procedures, such as:

• Prescription verification.
• Recipient identity verification upon delivery.
• Storage and delivery within a Cold Chain to maintain product quality and safety.

Cold chain products are shipped using special packaging and temperature-controlled delivery services. These orders may require additional preparation time or additional delivery fees, which are clearly explained to the customer before order confirmation. All regulated and cold chain products are subject to approved health regulations in the Kingdom of Saudi Arabia, and their delivery availability may vary based on location and logistical capacity.

9. Order Review and Cancellation Rights

Ocean Pharmacy reserves the right to review, suspend, or cancel any order at any stage of processing, in a professional and responsible manner, in cases including – but not limited to – the following:

• Incompleteness or inaccuracy of provided data.
• Inability to verify the payment process.
• Product unavailability or supply restrictions.
• Non-compliance with regulatory requirements or prescriptions.
• Technical or pricing errors.
• Inability to deliver due to operational or logistical reasons.

In case an order is cancelled, the customer will be notified whenever possible, and any paid amounts will be processed according to the original payment method. Ocean Pharmacy is not responsible for any indirect effects resulting from such cancellation.

10. Order Tracking

• Text messages.
• Email.
• Customer account (if available).

Tracking availability depends on the shipping company used.

11. Delays and Exceptional Circumstances

While we strive to adhere to estimated delivery times, some delays may occur due to circumstances beyond reasonable control, such as shipping service disruptions or regulatory requirements. Ocean Pharmacy will make reasonable efforts to support customers in such cases.

12. Unclaimed or Returned Orders

An order may be returned in the following cases:

• Customer unavailability during delivery attempts.
• Error in the delivery address or contact data.
• Refusal to receive the order without a legitimate reason.

Returned orders may be subject to rescheduling, re-shipping, or cancellation according to approved operational procedures.

13. Damaged or Incomplete Orders

In case of receiving a damaged or incomplete order, please contact us within 24 hours of receipt. The case will be reviewed and appropriate action taken in coordination with the shipping company.

14. Modification or Cancellation

• An order can be modified or cancelled before shipping only.
• After the order is shipped, modification or cancellation may not be available.
• Some pharmaceutical or cold chain products may be subject to regulatory restrictions preventing modification or cancellation.

15. Policy Updates

Ocean Pharmacy reserves the right to update this policy from time to time, and any amendments will be published on this page and will be effective immediately upon publication.