Shipment Tracking

Surgimedex.com is the international online store of Global Medi Innovations, a Delhi-based supplier of surgical and medical consumables to hospitals, clinics, distributors, and licensed healthcare professionals worldwide. Prices are listed in USD and orders are shipped internationally via DHL Express Priority.

Surgimedex.com supplies surgical and medical consumables across Urology & Endo-Urology, Interventional Radiology, GI Endoscopic Accessories (Gastroenterology), Nephrology, Laparoscopy, Anorectal, Biopsy, Cardiology Cath Lab, Electro-Surgery, Haematology, Medical Electronics, and Surgical Hand Instruments. Browse the full catalogue at surgimedex.com/shop.

No. Surgimedex.com does not sell prescription drugs. Only regulated surgical consumables and medical devices are available on the platform.

Surgimedex.com is intended for licensed medical professionals, hospitals, clinics, purchase officers, distributors, and dealers. Some items are regulated by the U.S. Food and Drug Administration (FDA) or by the medical-device regulatory body of your country, state, or local authority. You must be an authorised purchaser of any such item before placing an order. See Regulatory Authorization for details.

Yes. Please use our Contact Us page and describe your requirement. Our team will review your enquiry and get back to you.

Yes. Send your requirement with quantities to sales@surgimedex.com and our team will prepare a quotation. You can also use the Request a Quote page.

All orders are shipped from our office in Delhi, India.

Surgimedex.com ships internationally via DHL Express Priority. The majority of our orders go to the United States, but we deliver to many other countries as well. If you are unsure whether we ship to your destination, please contact customersupport@surgimedex.com before placing an order.

All orders require 2–4 business days of processing time prior to shipping. In rare cases of further delay we will contact you with the option of cancellation or approval of a new dispatch estimate. We do not guarantee same-day shipping.

No. Surgimedex.com does not process orders on weekends or on national holidays.

International shipments go out via DHL Express Priority. Once your order is dispatched you will receive the DHL tracking (AWB) number by email, and you can follow the parcel on this tracking page or on DHL's own website.

Transit times depend on the destination country and customs clearance, but DHL Express Priority typically delivers within 3–7 business days from dispatch for most destinations. The exact estimated delivery date provided by DHL appears on your tracking page once the parcel is in transit.

Customs duties, import taxes, and any local clearance fees are determined by your country's customs authority and are the responsibility of the buyer. Surgimedex.com is not able to predict or pre-pay these charges. DHL will typically contact you if any payment is required to release the parcel.

You can track your order in three ways:

• Tap the tracking link in the dispatch email we sent you.
• Visit surgimedex.com/shipment-tracking-local and enter your tracking (AWB) number with the email used on the order.
• Log in to My Account, open My Orders, and view the tracking details.

For a step-by-step walkthrough see How to track my order.

Tracking events typically begin appearing within 24 hours of dispatch. The first scan is recorded when our shipping partner physically picks up your parcel from our Delhi facility — until then, the tracking page may show Order Shipped with no events yet, which is completely normal. If you still do not see any updates after 24 hours, please email customersupport@surgimedex.com with your order ID and we will investigate.

Orders take 2–4 business days to process before dispatch. If it has been longer than that, please first check your spam or promotions folder. Still nothing? Email customersupport@surgimedex.com with your order ID and we will investigate.

Automated emails from Surgimedex (order confirmation, dispatch notification, delivery updates) sometimes get filtered into your Spam, Junk, or Promotions folder. Please check those folders first.

If you find our emails there, please do the following so future emails reach your inbox:

• Mark the email as Not Spam / Safe / Important
• Add customersupport@surgimedex.com to your address book or safe-sender list
• For Gmail users: drag the email from the Promotions tab into Primary

If you still do not see our emails after that, contact us at customersupport@surgimedex.com (from a different email account if needed) with your order ID and we will investigate.

Yes, short pauses between facilities or during customs clearance are normal for international parcels. If there is no movement for more than 3–4 days, please contact customersupport@surgimedex.com with your order ID and we will check with DHL on your behalf.

Tracking links are valid for 13 months from dispatch. If yours appears expired or broken, just go to surgimedex.com/shipment-tracking-local and look it up using your AWB number and the email you placed the order with.

Generally no, once DHL has picked up the parcel. Please contact customersupport@surgimedex.com immediately and we will check what DHL allows for your specific shipment.

The parcel has reached the local DHL delivery facility and is on a delivery vehicle. Most "Out for Delivery" scans complete the same business day. Make sure someone is available at the delivery address to sign for it.

All payments are processed over an industry-standard PCI-DSS compliant secure payment gateway. We accept major cards including Visa, MasterCard, Maestro, AMEX, Diners, and RuPay. For larger or B2B orders we can also accept bank transfer (NEFT) or Payoneer — for those options please contact customersupport@surgimedex.com for instructions.

Yes. Surgimedex.com does not store your card details. All transactions are processed by a PCI-DSS compliant payment gateway. We see only the order details and a payment confirmation, not your card number.

Yes — first-time buyers can use coupon code WINWIN for a discount on a minimum cart value of USD 499. Apply it at checkout.

If an order is cancelled after payment for reasons such as failure to provide regulatory authorization, the international payment gateway's processing charges (up to 6% of the transaction value) are non-refundable. Only the amount net of those charges is returned. See Regulatory Authorization for details.

Some items on Surgimedex.com are regulated by the U.S. Food and Drug Administration (FDA) or by the medical-device regulatory body of your country, state, or local jurisdiction. If an item is FDA-regulated, we will verify your status as an authorised purchaser before shipping. Documentary proof of your authority may be requested.

If you do not provide the requested documentary proof within a reasonable time frame, your order will be cancelled and refunded. International payment gateway processing charges (which can be as high as 6% of the transaction value) will be deducted from the refund. Please do not place an order if you are not authorised to purchase regulated medical devices.

The Surgimedex Guarantee is our promise that you get exactly what you ordered, or your money back. If your shipment arrives and the product is not what was ordered, we will either replace it or refund your payment.

Yes. You may cancel any order at any time before it is shipped, or within 48 hours of placing the order, whichever is earlier. For orders that have already shipped, the standard Returns policy applies. To cancel, email customersupport@surgimedex.com with your order ID.

If a product is eligible for returns (as specified on its shop page), credit will be issued for products returned within 30 days of the invoice date, in resalable condition and in the original undamaged packaging. All returns are subject to a 20% restocking fee. To start a return, call +91-9711848517 or use the Contact Us form to request a Return Authorization Number (RMA#). Returns sent without a prior RMA# will not be accepted.

Send an email to customersupport@surgimedex.com with your order ID and the reason for the return. We will issue a Return Authorization Number (RMA#) that must be included with your returned parcel.

All returns, along with the RMA number on the parcel, should be sent to:

Returns must be carefully packed and shipped pre-paid. Include a copy of the original invoice or packing slip with the parcel.

Return shipping is pre-paid by the customer. If the return is due to an error on the part of Surgimedex.com (wrong product shipped, damaged on arrival, etc.), we will reimburse the return shipping cost.

The following items are not eligible for return or credit:

• Products held longer than 30 days from the invoice date
• Products that have been etched or engraved by you
• Products not complete as shipped (missing components)
• Products damaged or defaced by you
• Products used after delivery

Contact us immediately upon receipt at customersupport@surgimedex.com or +91-9711848517 (WhatsApp: wa.me/919711848517). Please keep all original packaging and provide photos of the damage — this helps us file a claim with DHL and arrange a replacement or refund quickly.

To protect our staff and yours, all unsterile equipment must be cleaned and/or disinfected before returning it. Surgimedex reserves the right to return uncleaned or contaminated products to you, or to charge a cleaning fee to handle them.

Refunds are issued to the original payment method used on the order. If you prefer and agree, we can instead ship a replacement product in place of a refund.

Creating an account is recommended because it lets you track orders, view past invoices, and reorder quickly — but guest checkout may also be available. Sign up or sign in at surgimedex.com/shop/my-account.

Go to surgimedex.com/shop/my-account and use the "Lost your password?" link. Enter your registered email and follow the reset instructions sent to your inbox.

Sign in to My Account, open My Orders, and click the order you want. The invoice is available there for download.

The fastest ways to reach us:

• Email: customersupport@surgimedex.com
• Phone: +91-9711848517
• WhatsApp: wa.me/919711848517

For bulk-order quotations: sales@surgimedex.com. Office: Global Medi Innovations, 4587 Roshanara Road, Delhi 110007, India. Please include your order ID for the fastest response.

Customer support is staffed during Indian business hours (Monday to Saturday, 10:00 AM – 6:30 PM IST). Email and WhatsApp messages received outside these hours are answered on the next business day. We are closed on Sundays and Indian public holidays.

Yes — you can also find Surgimedex products on our eBay store at ebay.com/str/surgimedex.

We promise to never sell your details or your visit information to any third party. Whatever information we collect is used only for order processing and delivery. For the full policy see surgimedex.com/policies/privacy-policy.

For distributor or dealer enquiries, please email sales@surgimedex.com with your business details, the country you operate in, and your requirements. Our sales team will get back to you.

For all policies visit surgimedex.com/policies.