In this article, we are going to answer all of the frequently asked questions related to EpiMonitor shipping.
Which countries does Empatica ship to?
What's the average shipping timeline?
Can I opt for expedited shipping?
Can I change my shipping address?
Can I ship the order to a PO box?
Where will 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?
Which countries does Empatica ship to?
At the moment, EpiMonitor can be shipped to the following countries:
- United States
- United Kingdom (through our UK distributor, EpilepsyAlarmsUK)
- Germany
- France
- Denmark
- Sweden
- Belgium
- Luxembourg
- Austria
- Liechtenstein
- Ireland
- Spain
- Italy
- Netherlands
- Malta
- Finland
What's the average shipping timeline?
In the US, after your prescription is uploaded and approved, your order will be shipped within 3-4 business days. Once the package is handed over to the courier, delivery usually takes 3 to 5 days.
For other countries, your order will be shipped within 3-4 business days. Once the package is handed to the courier, delivery can take 3 to 5 business days, excluding any custom delays.
How much is the shipping fee?
EpiMonitor starter pack (EmbracePlus wearable plus subscription): Free
Additional charger order: Free
Additional bands order: USD 7.90
Additional band loops order: USD 7.90
EpiMonitor starter pack (EmbracePlus wearable plus subscription): EUR 14.90
Accessory-only orders: EUR 14.90
EpiMonitor starter pack (EmbracePlus wearable + subscription) + up to 3 additional bands + 1 extra charger: EUR 29.90
Single accessory only orders: EUR 19.90
Multiple accessories only orders (up to 3 extra bands + 1 extra charger): EUR 29.90
For UK purchases, please contact our official reseller, Epilepsy Alarms UK, at support@epilepsyalarms.co.uk.
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 change my shipping address?
You can change your shipping address if your order hasn’t been shipped out yet. To check your order status, please log into your EpiMonitor Account. To ensure we can accommodate your request, please contact us at support@empatica.com as soon as possible.
For US orders, if your prescription has already been uploaded and approved, there may be a possibility that your order has already been dispatched. In such cases, we may be unable to make any modifications.
For UK purchases made through our official reseller, Epilepsy Alarms UK, please reach out to their Customer Support at support@epilepsyalarms.co.uk directly.
Can I ship the order to a PO box?
As EpiMonitor is a medical device, we are required to comply with strict regulatory guidelines. These regulations mandate that we ship to a physical address to ensure the identity and traceability of the recipient. Unfortunately, a PO box address does not provide the level of identifiability required for compliance.
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.
All EU orders are shipped from Milan, Italy. If your country is outside the European Union, customs duties may be applicable upon arrival. Empatica is unable to estimate or cover the applicable costs.
Which delivery companies does Empatica use?
For purchases in the US, orders are shipped by the United States Postal Service (USPS).
For purchases in Europe, orders are shipped by United Parcel Service (UPS).
For UK purchases made through our official reseller, Epilepsy Alarms UK, please reach out to their Customer Support at support@epilepsyalarms.co.uk directly.
At the moment, it is not possible to request that your order 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. For US orders, 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.
For UK purchases made through our official reseller, Epilepsy Alarms UK, please reach out to their Customer Support at support@epilepsyalarms.co.uk directly.
My order status says delivered, but I haven't received my package. What should I do?
Please reach out to your local post office (for US users) or UPS (for EU users) to check the details of the delivery. Additionally, we recommend checking with your neighbors 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.
For UK purchases made through our official reseller, Epilepsy Alarms UK, please reach out to their Customer Support at support@epilepsyalarms.co.uk directly.