Shipping & Delivery Policy
Effective date: February 21, 2026
This Shipping & Delivery Policy describes how NextGen Health processes and ships accepted orders. Placing an order is an offer to purchase and does not guarantee acceptance, inventory availability, regulatory eligibility, or shipment.
1. Where We Ship
NextGen may offer shipping to eligible destinations in Canada, the United States, and Mexico only where the applicable product, transaction, shipment, import, possession, and intended research use are lawful. Availability shown at checkout does not constitute a representation that a particular product is lawful in every destination. NextGen may restrict products or destinations, request verification, or cancel an order where compliance cannot reasonably be confirmed.
2. Purchaser Responsibility for Destination-Law Compliance
The purchaser is responsible for providing accurate destination information and for determining whether purchase, importation, possession, transfer, and research use are permitted under applicable laws and institutional requirements. This allocation of responsibility does not relieve NextGen of obligations that the law places on the seller and does not authorize NextGen to complete a prohibited transaction.
3. Processing Time
Orders are generally targeted for processing within 1–2 business days after cleared payment and completion of any fraud, address, inventory, eligibility, or compliance review. This is a processing target, not a guaranteed delivery date. Weekends, holidays, high-volume periods, verification requests, inventory issues, carrier disruptions, weather, customs, and events outside reasonable control may extend processing or transit.
4. Shipping Charges and Carrier Selection
Available services, carriers, rates, insurance options, and estimated transit times are displayed at checkout where available. NextGen may select or change a carrier or service level where reasonably necessary to complete delivery, provided the change does not materially reduce a paid service without an appropriate adjustment or remedy where required.
5. Tracking
Where tracking is available, tracking information will normally be sent after a shipping label is generated. Carrier scans and estimated delivery dates are controlled by the carrier and may update after the parcel enters the carrier network.
6. Address Accuracy
Purchasers must review the complete shipping address before submitting an order. Address-change requests are not guaranteed after fulfillment begins. NextGen is not responsible, to the extent permitted by law, for loss, delay, return, or additional charges caused by inaccurate or incomplete purchaser-supplied address information.
7. Delivery, Safe Drop, and Signature
Depending on destination, order value, carrier rules, and risk controls, a shipment may require tracking, signature, age/identity verification, or other delivery safeguards. If the purchaser instructs the carrier to leave a parcel unattended, redirect it, deliver it to an alternate location, or waive a signature, risk arising specifically from that purchaser-requested instruction may be allocated to the purchaser to the extent permitted by law.
8. Packages Marked Delivered
If tracking shows a parcel as delivered but it cannot be located, the purchaser should promptly check the delivery location, household or receiving staff, parcel locker, concierge, neighbouring delivery points, and carrier notices, then contact NextGen. NextGen may assist with a carrier trace or claim. A carrier delivery scan is relevant evidence of delivery but does not eliminate any mandatory legal remedy.
9. Lost Shipments
A parcel is not considered lost merely because it is delayed. If the carrier confirms a shipment is lost, or if the circumstances reasonably establish non-delivery, NextGen will determine the appropriate remedy under the purchased shipping service, available carrier coverage, this Policy, and applicable law. A remedy may include reshipment, credit, or refund.
10. Shipping Delays
Carrier estimates are not guarantees unless expressly sold as a guaranteed service. To the fullest extent permitted by law, NextGen is not liable for indirect, incidental, special, consequential, or business-interruption losses arising solely from carrier delay, weather, labour disruption, customs processing, transportation interruption, natural events, or other circumstances outside NextGen’s reasonable control.
11. International Shipments, Customs, Duties, and Import Review
For cross-border orders, customs or border authorities may inspect, delay, detain, refuse, return, or seize a shipment. Duties, taxes, brokerage, import fees, permits, and documentation requirements may apply. The purchaser is responsible for purchaser-side import charges and lawful import requirements unless checkout expressly states otherwise. NextGen will not intentionally ship a product where it knows the transaction is prohibited.
Where a shipment is delayed, refused, returned, detained, or seized by a governmental authority, the availability of any refund or reshipment will depend on the cause, the parties’ legal obligations, whether NextGen could lawfully complete the transaction, and any mandatory consumer rights. No clause in this Policy requires either party to violate applicable law.
12. Temperature and Transit Conditions
Unless a product page expressly states that cold-chain shipping is included, ordinary shipping does not constitute a temperature-controlled service. Purchasers must promptly retrieve delivered parcels and follow the storage information supplied for the specific product. NextGen does not disclaim responsibility for a product that was improperly packed or shipped by NextGen contrary to an express product requirement.
13. Split Shipments and Substitutions
NextGen may split an order into multiple shipments when operationally necessary. NextGen will not substitute a materially different product without purchaser authorization unless applicable law permits otherwise. Separate tracking may be provided for split shipments.
14. Order Holds and Verification
NextGen may place an order on hold to verify payment, identity, address, age where applicable, research-use eligibility, destination restrictions, suspected fraud, resale/export concerns, or other compliance matters. Failure to provide reasonably requested information may result in cancellation and a refund as required by law.
15. Research-Use and Regulatory Compliance
A “research use only” designation is a use restriction, not a representation that a product is exempt from applicable drug, health-product, consumer, import/export, or advertising law. NextGen reserves the right to refuse or discontinue any product, claim, destination, or transaction where regulatory review indicates that sale or shipment should not proceed.
16. Limitation of Liability — Shipping
To the maximum extent permitted by applicable law, and except for liability that cannot lawfully be excluded, NextGen will not be liable for indirect, incidental, punitive, exemplary, special, or consequential damages arising from shipping or delivery events outside its reasonable control. Any limitation of liability in NextGen’s Terms & Conditions should be drafted to operate together with this Policy and should not purport to exclude liability that applicable law makes non-waivable.
17. Changes to This Policy
NextGen may update this Policy prospectively. The version presented at the time an order is placed will govern that order except where a later change is required by law or is expressly agreed to by the purchaser.
18. Contact
Shipping and order-support inquiries: info@healthnextgen.com