In this article, we are going to answer all of the frequently asked questions related to shipping.
Which countries do Empatica not ship to?
What's the average shipping timeline?
Can I opt for expedited shipping?
Can I edit my shipping address?
Can I ship the order to a PO box?
Where does my order ship from?
Which delivery companies does Empatica use?
How can I check my order status and tracking information?
My order status says delivered, but I haven't received my package. What should I do?
What shipping or import fees will I have to pay?
Which countries does Empatica not ship to?
At the moment, EpiMonitor is available for US-based customers only. Our team is working hard to make EpiMonitor available in the rest of the world. In the meantime, Embrace2 remains a trusted FDA-cleared and CE-marked solution for people based outside the US.
What's the average shipping timeline?
After your prescription is uploaded and approved, your order will be shipped within 3-4 days. Once the package is handed over to the courier, delivery usually takes 3 to 5 days.
Can I opt for expedited shipping?
Currently, we do not offer expedited shipping. Should we have any updates in the future, we will be sure to keep everyone informed through our Blog and Support Center.
Can I edit my shipping address?
If you would like to edit your shipping address, you can contact us at support@empatica.com before uploading your prescription.
If your prescription has already been uploaded and approved, there may be a possibility that your order has already been dispatched, and as a result, we are unable to make any modifications to your order.
Can I ship the order to a PO box?
At the moment, Empatica cannot deliver to PO boxes. If you have entered a PO box address for your order, our Support Specialist will contact you shortly for an alternative address.
Where will my order ship from?
All US orders are shipped from Boston, US. Therefore, no customs duties will be applied to US orders.
At the moment, EpiMonitor is available for US-based customers only. Our team is working hard to make EpiMonitor available in the rest of the world. In the meantime, Embrace2 remains a trusted FDA-cleared and CE-marked solution for people based outside the US.
Which delivery companies does Empatica use?
All US orders are shipped by United States Postal Service. At the moment, it is not possible to request your order to be shipped with a different courier company.
How can I check my order status and tracking information?
To check your order status, please log in to your EpiMonitor Portal. Once you upload your prescription and our Team has reviewed and approved it, your order will be placed in the next shipping batch.
Once your order is handed over to the courier, the tracking information will be sent directly to the email used for the purchase.
My order status says delivered, but I haven't received my package. What should I do?
Please reach out to your local post office to check the details of the delivery. Additionally, we recommend checking with your neighbours to see if they may have received the package on your behalf.
If you are still unable to locate your package, please contact us at support@empatica.com with your order number and registered email address.