Shipping policy

🦷 (B2B Only)

🦷 1. Scope & Customer Type

This Shipping Policy applies to all orders placed with Dental Sutures on a business-to-business (B2B) basis. By placing an order, you confirm you are purchasing in the course of business. Consumer shipping rules do not apply.

🦷 2. Dispatch Times

  • Standard dispatch: 1–3 working days from order confirmation (or from receipt of cleared funds/credit approval)
  • Peak periods or high-demand items may extend dispatch times
  • Orders placed after cut-off times, weekends, or public holidays will be processed the next working day

All dispatch times are estimates only and not guaranteed.

🦷 3. Delivery Timeframes

  • Standard UK delivery: 3–5 working days after dispatch
  • Expedited options may be available at additional cost
  • Remote areas may require additional time

Delivery times are estimates and not time-of-the-essence.

🦷 4. Carriers & Methods

We use reputable third-party couriers. Carrier selection is at our discretion unless otherwise agreed in writing.

  • Tracking will be provided where available
  • Signature may be required on delivery

🦷 5. Delivery Address & Instructions

  • Customers are responsible for providing accurate delivery details
  • Any special delivery instructions must be supplied at the time of order

We are not liable for delays or losses caused by:

  • Incorrect or incomplete addresses
  • Refusal of delivery
  • Customer unavailability

Additional charges may apply for re-delivery or redirection.

🦷 6. Risk, Title & Insurance

  • Risk passes to the customer upon delivery (including delivery to a nominated location or third party)
  • Title remains with Dental Sutures until full payment is received (see Terms of Service)

Where shipments are insured, claims are limited to the insurer’s terms and declared value.

🦷 7. Inspection on Delivery

Customers must inspect goods immediately upon delivery.

You must notify us within 48 hours of delivery of:

  • Damage
  • Shortage
  • Incorrect items

Provide:

  • Order number
  • Clear photographs
  • Description of the issue

Failure to notify within 48 hours constitutes acceptance of the goods and may invalidate any claim.

🦷 8. Loss, Damage & Claims

  • Claims for loss or damage are subject to courier investigation and timelines
  • We will assist with claims, but liability is limited to the value recoverable from the courier/insurer
  • We are not liable for indirect or consequential losses (e.g., cancelled procedures, loss of business)

🦷 9. Partial Shipments & Backorders

We may:

  • Part ship orders where items are available
  • Dispatch remaining items when back in stock

Backordered items will be shipped without additional delivery charges unless otherwise agreed.

🦷 10. Failed Delivery & Returns to Sender

If delivery fails due to:

  • Customer unavailability
  • Address errors
  • Refusal of goods

The shipment may be returned to us. We reserve the right to:

  • Charge re-delivery fees
  • Deduct costs from any refund/credit
  • Treat the order as fulfilled

🦷 11. Special Handling (Medical Products)

Certain items (e.g., sterile sutures) require appropriate handling:

  • Do not accept packages that appear tampered with or compromised
  • Storage conditions are the responsibility of the customer after delivery

We are not liable for degradation due to improper storage post-delivery.

🦷 12. International Shipping

  • Delivery times vary by destination
  • Customer is responsible for customs duties, taxes, and import compliance
  • Delays caused by customs are outside our control

🦷 13. Force Majeure

We are not liable for delays or non-performance due to events beyond our control, including:

  • Courier disruptions
  • Industrial action
  • Extreme weather
  • Supply chain shortages
  • Government restrictions

🦷 14. Shipping Charges

  • Calculated at checkout or agreed via quotation
  • May vary based on weight, value, and destination
  • Surcharges may apply for remote areas or special services

🦷 15. No Time-Critical Liability

Unless expressly agreed in writing, deliveries are not guaranteed for specific dates/times, and we accept no liability for:

  • Missed appointments
  • Clinical scheduling issues
  • Any time-sensitive losses

🦷 16. Contact & Claims Submission

All delivery-related issues must be reported to:
📧 hello@dentalsutures.co.uk

Include:

  • Order number
  • Delivery date
  • Photos and full description

🦷 17. Alignment with Other Policies

This Shipping Policy forms part of and should be read alongside:

  • Terms of Service
  • Returns & Refund Policy

🦷 DELIVERY SLA ADDENDUM

(CONTRACT CUSTOMERS)

🦷 18. Service Level Agreement (SLA)

This section applies only to customers operating under a signed contract or agreed account terms with Dental Sutures.

🦷 18.1 Dispatch Priority

Where agreed in writing, contract customers may receive:

  • Priority order processing
  • Accelerated dispatch timelines
  • Reserved stock allocation (where applicable)

🦷 18.2 SLA Dispatch Targets

Where an SLA is agreed, we will aim to dispatch orders within:

  • Same-day dispatch for orders placed before agreed cut-off
  • Next working day dispatch for all other qualifying orders

All SLA timelines are targets, not guarantees.

🦷 18.3 SLA Exclusions

SLA commitments do not apply where delays arise from:

  • Stock shortages or backorders
  • Payment delays or credit issues
  • Customer errors (e.g. incorrect address)
  • Courier or third-party delays
  • Force majeure events

🦷 18.4 SLA Remedies

Where we fail to meet agreed SLA dispatch targets, remedies are limited to:

  • Priority processing of subsequent orders
  • Credit note for delivery upgrade (at our discretion)

No financial penalties or compensation shall apply.

🦷 18.5 No Time-Critical Liability

SLA agreements do not create liability for:

  • Missed clinical procedures
  • Scheduling disruptions
  • Any indirect or consequential loss

🦷 PRIORITY DISPATCH SERVICE (PAID)

🦷 19. Priority Dispatch

We offer an optional Priority Dispatch Service for urgent orders.

🦷 19.1 Service Features

  • Fast-tracked order processing
  • Priority picking and packing
  • Earliest available courier collection

🦷 19.2 Eligibility

Priority Dispatch applies only to:

  • In-stock items
  • Orders placed before the stated cut-off time
  • Orders confirmed with successful payment or approved credit

🦷 19.3 Limitations

  • This service prioritises dispatch only, not guaranteed delivery time
  • Delivery remains subject to courier performance

🦷 19.4 Charges

Priority Dispatch is:

  • Charged as an additional service fee
  • Non-refundable once processing has commenced

🦷 19.5 No Guarantee Clause 💥

Priority Dispatch does not guarantee:

  • Same-day delivery
  • Next-day delivery
  • Delivery at a specific time

🦷 SIGNATURE-ONLY DELIVERY

(HIGH VALUE ORDERS)

🦷 20. Signature Delivery Requirement

For high-value or sensitive shipments, we may require signature-on-delivery.

🦷 20.1 Application

This may apply to:

  • Orders above a specified value threshold
  • Controlled or high-risk products
  • Contract or bulk shipments

🦷 20.2 Responsibility

  • Delivery is deemed complete when signed for at the delivery address
  • Responsibility transfers at the point of signature

🦷 20.3 Delegated Receipt

A signature may be provided by:

  • Any individual at the delivery address
  • Reception, warehouse, or authorised personnel

🦷 20.4 Disputes

We are not liable for:

  • Internal misplacement after delivery
  • Claims where proof of delivery exists

🦷 20.5 Failed Signature Delivery

If no authorised person is available:

  • Delivery may be reattempted
  • Additional charges may apply