Delivery Issues and Re-Send Policy
Delivery Issues and Re-Send Policy FAQ
What happens if my delivery address or contact details were entered incorrectly?
If your address, email, or telephone number is entered incorrectly by you or your clinic, and this causes a delivery failure, any re-send will be chargeable.
The courier says they couldn’t deliver. Will I be charged for a re-send?
If all your details are correct and the courier attempted delivery but tracking shows “unable to deliver – calling card left,” then a re-send may be chargeable.
We always check the delivery photo.
- If the photo matches your address, the re-send is chargeable.
- If the photo does not match your address, we will contact the courier to investigate before taking action.
What if my parcel is delayed, missing, or hasn’t been scanned for over 24 hours?
Courier-related issues such as delays, missing parcels, or no scans for more than 24 hours are not chargeable for a re-send.
Before we can send a replacement, we must submit a claim with the courier.
- DPD: You will receive an email asking you to confirm non-delivery. You must reply before we can issue a replacement.
- Royal Mail: A claim must be logged before we can replace the parcel.
What if my parcel arrives damaged?
Damaged parcels usually return to us automatically.
Re-sends for damaged parcels are not chargeable, but we must still raise a claim with the courier.
What if CloudRx sends the wrong item?
If the pharmacy makes an error, such as:
- sending the wrong strength
- sending the wrong medication
- a mismatch with your prescription
then your re-send will be issued free of charge.
What if my clinic prescribed the wrong item?
If the clinic has prescribed the wrong medication, the prescription will need to be corrected and reissued.
The original parcel will return to us, and the correct item will be charged again.
Delivery fees from the original order cannot be refunded.
Who should I contact if I'm unsure which category my situation falls under?
If you're ever unsure or need help understanding what applies to your delivery, please contact the CloudRx Support Team and we’ll guide you through the next steps.