Shipping information

Shipping Terms & Conditions

My Dr. XM  |  Effective as of May 2026

All orders are shipped from our warehouse in Prague, Czech Republic.

 

Many orders are dispatched the same or next business day. In some cases, dispatch may be delayed by 1–4 business days if your item needs to be sourced from an external warehouse.

 

Partner Warehouse Orders: Some products are sourced from a partner warehouse and require 3–6 business days of preparation before dispatch. This will be indicated in the product description. Once placed, these orders cannot be cancelled. If you no longer require the item upon receipt, it may be returned in accordance with our Refund Policy.

 

Standard transit times vary by destination:

•      Most destinations: 3–4 business days

•      Distant regions (e.g. Saudi Arabia, India, Pakistan, South Africa): 7–14 business days via Express

•      United States: 1–2 weeks on average, due to extended customs clearance procedures

 

Busy Season (September–December): Global shipping volumes during this period frequently cause unavoidable delays of 1–2 additional weeks. We recommend placing orders early or selecting Express shipping to improve delivery timelines.

 

Middle East Notice: We continue to monitor the evolving situation in the Middle East. Pick-up and delivery services are provided where safe and in accordance with local guidance. Customers in the region should expect extended transit times.

 

Transit times may also be affected by holiday seasons, strikes, pandemics, natural disasters, or military actions in any country along the shipping route. Once a package has been handed over to the carrier, we are unable to intervene or expedite delivery.

 

•      P.O. Boxes (United States): Not accepted. A physical street address is required for all U.S. deliveries.

•      Military & Diplomatic Addresses (APO/FPO/DPO): Delivery may not be possible. Please contact us before placing an order to confirm availability.

•      Free Shipping Orders: When free shipping is included, we reserve the right to select the shipping method. A tracking number will always be provided.

 

All customs duties, import taxes, and brokerage fees are the sole responsibility of the buyer. These charges are not included in our prices and are non-refundable.

 

Packages shipped to the United States will very likely be inspected by U.S. Customs and Border Protection (CBP), which may result in additional fees. If customs fees are required to release your package, a payment link will appear directly from the carrier in your tracking details. Once paid, delivery will proceed automatically.

 

Important: If customs fees remain unpaid, the carrier will be required to dispose of the package. In such cases, no refund is possible, and a new order would need to be placed.

 

It is the buyer's responsibility to verify whether the product may be legally imported into their country and to comply with all applicable laws and regulations. We are unable to assist with customs complaints or disputes regarding import procedures in your country.

 

For questions about U.S. import fees or regulations, please contact U.S. Customs and Border Protection:

•      Website: www.cbp.gov

 

A tracking number is provided for every shipment. Once your package departs our facility, we have access to the same tracking information as you. For delivery inquiries after your package arrives in the destination country, please contact the carrier directly:

 

•      FedEx USA: 1-800-463-3339  |  fedex.com

•      UPS USA: 1-800-742-5877  |  ups.com

 

Both carriers offer support by phone, chat, and email through their official websites. For special delivery arrangements, please contact your local postal office once the package has arrived in your country.

 

We are unable to manually verify the accuracy of each shipping address. The buyer is solely responsible for providing a complete and correct address, including:

•      First and last name (as known to the local postal service)

•      Street name and house number

•      Apartment or unit number (if applicable)

•      City, postcode, and country

•      A valid local phone number (the carrier can only contact this number)

 

Please include only the information listed above. Duplicate or irrelevant entries may cause misinterpretation by the carrier and result in delivery failure. My Dr. XM accepts no responsibility for undelivered or misrouted packages resulting from an incorrect or incomplete address.

 

Images on our website are for illustrative purposes only. Product packaging and graphics may be updated by the manufacturer at any time without prior notice. The product description and selected options determine what you will receive. Please review your order carefully before placing it — no claims will be accepted for products ordered incorrectly.

 

Certain products require refrigerated storage. Please note that we are unable to ship these items in a temperature-controlled environment; they are dispatched under standard shipping conditions.

 

This shipping method has been confirmed with the manufacturer, who states that the product integrity is maintained under standard transit conditions. Complaints regarding the absence of temperature control during shipping cannot be accepted.

 

If you require temperature-controlled shipping, please contact us before placing your order. Costs for such arrangements are calculated individually and may be significant.

 

Packages may be officially opened and inspected by customs authorities in any country. This is a standard legal procedure, and My Dr. XM has no influence over this process. Any questions or concerns regarding customs inspections should be directed to your local customs authority.

 

By placing an order, the buyer confirms that they have read, understood, and agreed to all terms and conditions set out in this document. Customers who do not agree with any of these terms should not proceed with their order.