Shipping Policy

• * Cold-Packed Products

  All orders, including medications requiring temperature-controlled packaging and specialized handling, must be express shipped and cold-packed in medical-grade insulated package systems to ensure the integrity of your order.

• ** Contiguous States

  Flat shipping rate applies to shipping in the contiguous U.S. only. Additional shipping charges may apply to orders sent to Hawaii, Alaska, Puerto Rico, and other locations.

• *** Shipping Restrictions

  We ship worldwide, except to Canada, Ecuador, Kuwait, Iran, Iraq, and Mexico

  If you need to cancel your appointment, you can do so online or by contacting our customer care team up to 48 hours before your appointment time and any payment taken will be fully refunded. Cancellations made with less than 48 hours notice are non-refundable.

Further Information

Shipping FAQs

• Is BorderFreeHealth still shipping during the Canada Post strike?

  Yes. We’ve partnered with a new shipping carrier to avoid delays and keep your orders on schedule, even if Canada Post services are affected.

• Are there additional shipping fees?

   To maintain dependable service, some surcharges may apply starting May 21:

  • Cold orders under 3 units: $50 surcharge
    
  • Dry orders under $300: $35 surcharge
    

  These fees help cover the increased cost of our upgraded shipping service.

• How can I avoid shipping surcharges?

   You can avoid these fees by:

  • • Ordering 3 or more cold items
      
    • Spending $300 or more on dry products
      
    • Choosing our UK or Philippines shipping options, which do not incur any surcharges

• Will my order still arrive quickly?

  Yes. The new shipping method is designed to be fast, secure, and unaffected by the Canada Post situation. We remain committed to reliable, on-time delivery.

• Why is BorderFreeHealth making these changes?

  We’re committed to your uninterrupted access to essential medication. These updates allow us to continue delivering the service you count on—without delays or disruption—while offering international options that provide even more value.

• When will my order arrive?

  • Your order forms are incomplete, or you have not sent in your release form and prescription.
  • Your order forms are illegible.
  • Your prescription is not signed.
  • Your prescription is missing, or your release forms are not signed.
  • Your credit card information is inaccurate or incomplete. When filling out forms, complete each field in the online order form. Be sure to enter the correct credit card number and expiration date.
  • If you are sending your forms by mail, please ensure that you have signed the forms.
  • Credit card companies sometimes deny the purchase because it is from a foreign company. As a security measure, card companies will sometimes deny purchases made in a foreign country if you haven’t traveled there recently.
  • Contact your credit card company prior to ordering and have them remove all international blocks on the account.
  • Your credit card is declined for insufficient funds. Ensure you have sufficient funds to pay for your entire order to be processed.
  • If you pay by certified check, or US money order, it will take longer to process. These forms of payment will require several more days to clear our financial system.
  • There are sometimes unforeseen delays when it comes to shipping internationally. Peak periods at holiday time, political unrest, and the effects of extreme weather can all have an impact on shipping times. Please order early enough to ensure you always have a supply.
  • We request that you keep in mind that U.S. Customs and the U.S. FDA (Food and Drug Administration) reserve the right to examine and detain shipments of insulin. Although such actions are rare, it is important to be aware that Customs and FDA Officers hold the discretion to hold shipments for up to 30 days. Should this happen, please be assured that we will do our best to assist you. However, please note that we cannot be held responsible for such uncontrolled delays.

• How do I track my order?

  When you order medications through us, we will send you an email with a tracking number and the website through which you can track your order. This way, there is never any doubt about the status of your order. If you do not receive this email in the next 6 working days, please contact us via email at info@BorderFreeHealth or call us at 1-888-534-1881.

  There are certain countries where tracking is not available through the local postal service. We will inform you if the service is unavailable when we confirm your order’s shipment.

  Please note that we do not ship to Canada.

  Click on the links below to track your order:

  INDIA – India Post Tracking

  AUSTRALIA – Australia Post Tracking

  UNITED STATES – United States Tracking

  GERMANY – Deutsche Post Tracking

  CHINA / TAIWAN – Hong Kong Tracking

  SINGAPORE – Singpost Tracking

  Important: Once the order arrives in your country, you can use your tracking number to trace it on your country’s postal service website. You do not require another tracking number. Please simply use the same tracking number you were originally issued.

• What happens if something goes wrong with my order?

  In the event that your order does not arrive within 28 days of receiving a tracking number from us, we will re-ship the order at our expense. In the event that both orders arrive, consider it our gift to you.

  Example:

  • Order placed and paid for.
  • Tracking number is issued 6 business days later.
  • 28 business days after the tracking number is issued and the order has not been delivered, we will re-ship at our expense.

  There are, however some exceptions:

  • When the order was placed, incorrect shipping information was provided.
  • We cannot offer this policy in countries where track/trace is unavailable.
  • Delivery was refused.
  • Package was returned to the postal outlet for pickup.
  • Due to variable supply, our service/delivery guarantee does not qualify for situations where medications are temporarily out of stock. As such, we strongly recommend ordering a 90-day supply at a time.

• What if I need to cancel an order?

  If you need to cancel an order, you can do so without charges or penalties up until 11:59 CST on the day the order was placed. Please contact us via email at info@borderfreehealth.com or call us at 1-888-534-1881 if you are unable to cancel your order within this time.