Shipping & Delivery Policy

Last updated: 12 August 2026

Important: This Shipping & Delivery Policy is a draft for MedsNMore’s online pharmacy operations in India. It is for customer information and is not legal advice; it should be reviewed by qualified legal counsel before publication. MedsNMore may update this Policy from time to time; the “Last updated” date above reflects the latest published version.

This Policy explains how MedsNMore processes, packs, ships, and delivers medicines, healthcare products, devices, wellness items, and other goods ordered through the MedsNMore website, mobile experience, or related channels (the “Platform”). By placing an order, you agree to these terms together with our Terms of Use, Privacy Policy, and Return / Refund Policy, as applicable.

MedsNMore operates as an online pharmacy and health retail service in India. Prescription medicine delivery is subject to applicable Indian law, including the Drugs and Cosmetics Act, 1940 and rules framed thereunder, and to registered-pharmacist verification where required. Timelines here are estimates only, not guarantees of delivery on a specific date or hour unless we expressly confirm otherwise in writing for a particular order.

1. Scope and definitions

This Policy applies to deliveries within serviceable locations in India only. It covers order processing; prescription verification and dispatch; cold-chain packaging where offered; shipping methods, timelines, and charges; tracking, failed delivery, and reattempts; doorstep ID or documentation checks; delays and force majeure; address accuracy; and interaction with cancellations, returns, and refunds.

“You” means the customer or authorised recipient; “we”, “us”, and “MedsNMore” mean the MedsNMore platform and its licensed pharmacy fulfilment partners; and “Logistics Partner” means any courier, hyperlocal rider network, or specialised pharmaceutical logistics provider engaged to transport your order.

2. Serviceable locations

MedsNMore aims to serve as many pin codes across India as operational and regulatory conditions allow. Serviceability depends on your delivery pin code, product type (ambient vs. temperature-controlled), stock at the fulfilling pharmacy or warehouse, and Logistics Partner coverage.

2.1 How to check serviceability

Before or during checkout, you may be asked to enter your pin code. The Platform will indicate whether delivery is available and, where relevant, which options (Standard or Express) and product categories can be fulfilled. If your pin code is unserviceable for all or part of your cart, we will notify you at checkout or after order placement and will not process the unserviceable portion (or may cancel and refund per our payment and return policies).

2.2 Partial coverage and product restrictions

Some pin codes may support OTC and general healthcare products but not certain prescription, cold-chain, or high-value items. Specialised products may be limited to select cities or metro clusters. Serviceability shown for one product does not automatically extend to every item in a future order.

2.3 Changes to coverage

We may add, pause, or withdraw service for any pin code where logistics coverage, regulatory requirements, weather, local restrictions, or partner capacity so require. If an accepted order later becomes temporarily unserviceable, we will contact you to reschedule, reroute, or cancel and refund as appropriate.

3. Order processing time

Processing begins after we receive a valid order, successful payment authorisation (or confirmation of an eligible cash-on-delivery / pay-on-delivery arrangement, where offered), and—where applicable—satisfactory prescription verification.

3.1 Typical processing window

For orders that do not require prescription review, or once a prescription has been verified, we generally aim to prepare and hand over the shipment to a Logistics Partner within [X–Y business hours] during active fulfilment windows. Timing may vary by time of day (late-evening or holiday orders may wait for the next cycle), stock confirmation, pharmacist review queues, clarification needed from you (incomplete address, unclear prescription image, dosage mismatch), and packaging for fragile or temperature-sensitive products.

3.2 Confirmed vs. dispatched

An order confirmation means we have received your request and payment details (as applicable). It does not mean medicines have been dispensed or handed to a courier. Dispatch occurs after fulfilment checks are complete. Estimated delivery timelines usually begin from dispatch, not from checkout—especially for prescription orders.

3.3 Business days

Unless stated otherwise, “business days” means Monday to Saturday, excluding public holidays at the fulfilment location and periods when local courier networks are closed. Sunday or holiday delivery may be available in select pin codes through hyperlocal partners; availability will be shown at checkout where applicable.

4. Delivery timelines

Estimates depend on pin code, shipping option, product category, and Logistics Partner performance. The timelines below are placeholders for MedsNMore’s published service levels and will be updated as operations scale.

4.1 Standard delivery

Estimated timeline (placeholder): typically [2–5 business days] after dispatch for most serviceable pin codes. Remote, hilly, island, or low-density pin codes may take longer—often [5–8 business days] or as communicated at checkout.

4.2 Express / priority delivery (where available)

Estimated timeline (placeholder): typically [same day / next day / within [N] hours] after dispatch in select cities and pin codes only. Express may not apply to all products (certain cold-chain SKUs, bulky devices, or multi-pharmacy split carts). If Express is unavailable, checkout will default to Standard or show an alternate estimate.

4.3 Hyperlocal fulfilment

In some markets, MedsNMore may fulfil through a nearby licensed pharmacy for faster doorstep delivery. The estimate shown at checkout applies to that path. Split shipments from more than one pharmacy may arrive as separate packages with separate ETAs.

4.4 Estimates are not guarantees

Displayed ETAs are good-faith estimates based on partner performance and pin-code data. They may change after placement if stock is reallocated, prescription review takes longer, the address needs correction, or the Logistics Partner faces capacity or weather disruption. We will endeavour to notify you of material delays via SMS, email, in-app notification, or call.

5. Shipping charges

Shipping or delivery fees, if any, are calculated at checkout based on order value, delivery option, pin code, product type, and promotions then in force. The amount payable is shown before you confirm the order.

5.1 Illustrative charge structure (placeholders)

MedsNMore may apply a structure substantially similar to the following (final figures appear at checkout and may differ):

Orders below ₹[threshold A]: Standard delivery ₹[XX];
Orders between ₹[threshold A] and ₹[threshold B]: ₹[YY];
Orders of ₹[threshold B] or more: free Standard shipping (subject to exclusions);
Express / priority: additional ₹[ZZ] or as shown at checkout;
Cold-chain or specialised packaging: surcharge ₹[CC] or as shown, where applicable;
Remote / low-coverage pin codes: pin-code-specific fees disclosed before payment.

5.2 Promotions and waivers

We may waive or reduce shipping during campaigns, for subscription or auto-refill programmes (if offered), or for specific customer cohorts. Promotional free shipping may exclude certain SKUs, payment methods, or pin codes.

5.3 Non-refundability of shipping fees

Unless MedsNMore or its Logistics Partner is at fault (for example, confirmed wrong item, damaged shipment attributable to us, or failed delivery after we cancel without your default), shipping fees are generally non-refundable even if part of the order is returned. Where we accept fault after verification, we may refund shipping in whole or in part, consistent with the Return / Refund Policy.

5.4 Cash on delivery (COD) / pay on delivery

Where COD is offered, an additional handling fee may apply and will be shown at checkout. COD may be unavailable for certain pin codes, prescription categories, cold-chain products, or order values above a stated limit. Exact cash (or accepted digital payment to the rider, if enabled) must be ready at delivery; repeated failed COD attempts may lead to cancellation.

6. Prescription verification and impact on dispatch

For Schedule H, H1, X, and other prescription-only medicines as required under Indian law, MedsNMore requires a valid prescription from a registered medical practitioner. Such orders are not dispatched until a registered pharmacist has reviewed and accepted the prescription (and related patient details) to the extent required for lawful dispensing.

6.1 What you must provide

You may be asked to upload a clear image or digital copy of the prescription, or to present it through another supported channel. It should typically show the practitioner’s name and registration details, patient name, date, medicines and directions, and signature or other authenticating marks as applicable. Blurry, cropped, expired, altered, or mismatched prescriptions may be rejected or held pending clarification.

6.2 Review timelines

Pharmacist review is usually completed within [a few hours during business hours], but peak periods, incomplete uploads, or follow-up requests can extend this. Delivery ETAs pause or do not start until verification succeeds and the order is released for packing. If we cannot verify a prescription within a reasonable time after requesting clarification, we may cancel the affected line items or the full order and refund amounts paid for cancelled items.

6.3 Partial fulfilment and refusal to dispense

If only some cart items require prescriptions, we may hold the entire order until all Rx items are cleared, or ship OTC / non-Rx items separately where efficient. You will be informed if the order is split. MedsNMore and partner pharmacists may decline to dispense where the prescription is invalid, quantities appear inconsistent with clinical directions, safety concerns arise, or legal restrictions apply. Fraudulent or forged prescriptions may be reported to appropriate authorities as required by law.

7. Packaging and temperature-sensitive products

We pack orders to protect product integrity in ordinary transit. Certain medicines (for example, some insulins, biologics, vaccines, or other labelled refrigerated products) require temperature-controlled storage and transport (“cold chain”).

7.1 Cold-chain handling

Where MedsNMore offers cold-chain delivery for a product and pin code: items are stored under appropriate refrigerated or controlled conditions before dispatch; shipments may use insulated packaging, gel / ice packs or validated phase-change materials, and, where used, monitoring indicators; delivery windows may be shorter than Standard ambient shipping, and Express or same-day options may be mandatory for some SKUs; and you should take delivery promptly and store products as labelled.

7.2 Availability and inspection

Cold-chain service is not available for all pin codes. If your address cannot be served under validated cold-chain logistics, the Platform will block those SKUs at checkout or cancel them with a refund. On receipt, inspect outer packaging for damage, leakage, or signs that insulation was compromised. If you believe the cold chain was broken, do not use the product; contact support promptly with photographs and order details. Reporting windows may be shorter than for ordinary products because stability cannot be assessed after prolonged ambient exposure.

7.3 Customer storage responsibility

After successful handover, correct storage (for example, refrigeration at 2°C–8°C where labelled) is your responsibility. Delays in collecting from a neighbour, guard, or locker (where used) may affect quality; arrange to receive cold-chain orders in person whenever possible.

8. Tracking and delivery communications

Once dispatched, we typically share a tracking link, AWB / consignment number, and/or status updates via SMS, email, WhatsApp (if opted in), or your account order history. Tracking data comes from Logistics Partners and may update with a lag. “Out for delivery” means an attempt is expected that day in the partner’s ordinary course, not a guaranteed time slot unless a slot was confirmed. If tracking stalls abnormally, contact us with your order ID. Keep your registered mobile and email current; failed notifications due to incorrect contact details do not extend delivery obligations beyond what is reasonably practicable.

9. Failed delivery and reattempts

A delivery attempt may fail if the address is incomplete or incorrect, the recipient is unavailable, access is restricted, COD payment cannot be completed, or required ID / prescription checks at the door cannot be completed.

9.1 Reattempt policy

Subject to Logistics Partner rules and product type (especially cold-chain), we or our partner will generally make up to [two to three] delivery attempts over consecutive workable days. You may receive a call, SMS, or app prompt to reschedule—please respond promptly.

9.2 After final failed attempt

If delivery still cannot be completed, the shipment may be returned to the fulfilling pharmacy or warehouse; the order may be marked cancelled or closed; refunds (if any) follow the Return / Refund Policy and may exclude shipping or COD fees; and for prescription or cold-chain medicines, re-shipment may require a new order because returned stock may not be redispensable under regulatory and quality rules.

9.3 Customer-caused failure

Where failure is due to incorrect address, repeated non-availability, refusal without a valid quality complaint, or non-payment of COD, MedsNMore is not obliged to offer free re-shipment. A fresh order and fresh shipping charges may apply.

10. Identity checks and documentation on delivery

For pharmacy practice and patient safety, delivery personnel may request OTP confirmation to your registered mobile; government-issued photo ID of the patient or an authorised adult recipient for certain high-sensitivity categories; the original physical prescription (or a copy) where regulations or partner pharmacy SOPs require it; and signature, digital acknowledgement, or the recipient’s name. If you order for a family member, you should be authorised to receive on their behalf. We may refuse handover if checks cannot be completed. Contactless delivery, where offered, still requires OTP or equivalent confirmation and may be unavailable for products that mandate in-person verification.

11. Address accuracy and delivery instructions

You are responsible for a complete and accurate delivery address, including house / flat number, landmark, pin code, and a reachable phone number. Use the pin-code checker and saved addresses where available, and add clear delivery notes if a notes field is provided. If you discover an error before dispatch, contact support immediately so we can try to amend the address if the Logistics Partner allows. After dispatch, changes may not be possible or may incur fees or delays. Delivery to a workplace or alternate address is at your risk if that location’s receiving policies cause refusal or delay. Title and risk generally pass to you upon successful handover to you or a person reasonably appearing authorised to receive at the stated address (subject to applicable law and our Terms of Use).

12. Delays, disruptions, and force majeure

MedsNMore will use reasonable efforts to meet estimated timelines but is not liable for delay or failure caused by events beyond our reasonable control, including natural disasters, extreme weather, floods, or epidemics; strikes or courier shutdowns; war, civil unrest, or government orders; power, internet, or payment-gateway outages; regulatory actions affecting pharmacy operations; incorrect information supplied by you; and Logistics Partner failures despite reasonable oversight. We may suspend, reschedule, or cancel affected orders and will communicate refund or re-booking options when operations resume. Nothing here limits non-excludable rights under Indian consumer protection law.

13. International shipping

MedsNMore does not currently offer international shipping. Orders are accepted only for delivery addresses within India in serviceable pin codes. We do not ship medicines or health products outside India through the Platform. Cross-border requests will be declined. Customers must not use freight-forwarding addresses to circumvent this restriction; such orders may be cancelled without liability beyond refund of amounts paid for undelivered goods, subject to investigation.

14. Split shipments, substitutions, and stockouts

An order may ship in multiple packages if items are fulfilled from different locations or become available at different times. Each package may have its own tracking ID and ETA. If an item goes out of stock after placement, we will notify you and may remove that line, suggest a pharmacist-approved alternative where legally and clinically appropriate (only with your consent for prescription medicines), or cancel and refund the unavailable portion.

15. Damaged, missing, or incorrect items

Please inspect the package on receipt for tampering, crushing, leakage, or mismatch with the invoice / order summary. Report damaged, missing, or incorrect items to support as soon as practicable—ideally within the window in our Return / Refund Policy—and retain packaging for verification. Do not use any medicine that appears compromised. Resolution may include replacement (subject to prescription and stock rules) or refund as set out in the Return Policy.

16. Relation to returns, cancellations, and refunds

This Policy works together with MedsNMore’s Return / Refund / Cancellation Policy:

Cancellation before dispatch: You may generally cancel before the order is packed or handed to the Logistics Partner, subject to prescription and payment rules. Once dispatched, cancellation is usually unavailable; refusal of delivery, where permitted, may be treated as a failed delivery / return-to-origin event.
Returns after delivery: Many medicines—especially opened strips, cold-chain products, and temperature-sensitive items—may be non-returnable for safety and regulatory reasons except where MedsNMore supplied a wrong, damaged, or defective product and the claim is verified.
Refund timing: Refunds for cancelled or undelivered orders follow the payment method and timelines in the Return / Refund Policy. Shipping fees are handled as in Section 5.3.
Conflict of documents: For how and when goods are transported, this Policy applies. For return eligibility and refund calculation, the Return Policy prevails. Our Terms of Use govern the overall contract of sale.

Please read the Return Policy and Terms of Use for full details.

17. Contact for shipping support

For serviceability, tracking, failed delivery, cold-chain concerns, or address changes:

Phone / call to order: 1800-000-000
Email: hello@medsnmore.in
WhatsApp: via the number published on the Platform (where enabled)
Account: Order history and help options after login

Include your order ID, registered mobile number, delivery pin code, and a brief description of the issue. For damaged or suspected temperature-excursion parcels, attach clear photographs of the outer packaging, label, and products.

18. Changes to this Policy

We may revise this Policy for operational, Logistics Partner, or legal changes. Updates are posted here with a revised “Last updated” date. Continued use of the Platform after changes constitutes acceptance to the extent permitted by law. For already-placed orders, we apply the version in force at order time unless a change is required by law or is clearly more favourable to you.

19. Governing context

This Policy is for customers ordering delivery in India and should be read under Indian law, including drugs and cosmetics regulations and consumer protection statutes. Nothing here requires MedsNMore to act in violation of applicable law or pharmacy licence conditions.

Legal review note: Replace [bracketed] placeholders (timelines, fee thresholds, reattempt counts) with final commercial figures before go-live. Counsel should confirm prescription-on-delivery, ID check, COD, cold-chain, and risk-of-loss language against MedsNMore’s licences, partner pharmacy agreements, and courier contracts.