Order Processing Time
Key Way Medical commits to dispatching orders within 2-4 business days following payment confirmation. We process shipments from Monday to Friday, excluding holidays.
Shipping Method
We primarily use UPS, FedEx, and USPS for our deliveries. For larger packages, LTL freight shipping may be used. The choice of carrier depends on your location, order weight, and the selected shipping option at checkout.
Note: Please inform us post-ordering if your delivery address requires a specific carrier to avoid shipment delays and potential reshipment charges.
For example:
- UPS does not deliver to PO Boxes.
- USPS may not provide home delivery in certain areas.
Package Tracking
Once your order is shipped, we will send you a tracking number via email. If you do not receive a tracking number, please contact us at [email protected].
International Shipping
At this time, Key Way Medical ships exclusively within the United States. Both billing and shipping addresses must be located within the 50 U.S. States or the District of Columbia.
Shipping Insurance
If you are interested in adding shipping insurance, please contact us immediately after placing your order and before the shipment cut-off.
Note: Some orders may require signature confirmation, even if it was not requested initially.
Shipping insurance covers the cost of the item(s) against loss or damage during transit.
Lost in Transit
If your package is marked as lost, a claim can be filed once 20 days have passed since the shipment date. Please contact us for assistance.
Damage in Transit
If your order arrives damaged, notify us within 3 days of receiving the package. Include photos of the damaged item(s) and packaging. Retain the damaged goods, as they may be required for claims processing.
Undeliverable Packages
If a package is returned to us due to an incorrect or incomplete address, it will be processed as a standard return. You will be refunded for the product, but shipping and handling charges are non-refundable.
If an undeliverable package, resulting from a customer error, goes missing during its return, Key Way Medical is not responsible for the loss.
Lost Packages
If a package is lost due to our error, we will either replace the item or offer a full refund. However, if the tracking status indicates “Delivered,” Key Way Medical will not be liable, regardless of whether shipping insurance was purchased. In such cases, we recommend contacting the carrier or local law enforcement.
Ensure that all delivery information provided is accurate to avoid issues. Key Way Medical is not liable for lost packages due to incorrect shipping information provided by the customer.
For any questions or concerns, feel free to contact us at [email protected]. We’re here to assist you!
