XEMAX SURGICAL PRODUCTS INC. — SHIPPING POLICY

Last Updated: April 27, 2026

Xemax Surgical Products ships nationwide within the United States, with optional international shipping where permitted. The following terms apply to all orders placed through our website, by phone, or through a Xemax account representative.

1. $15 CART DISCOUNT ON RETAIL WEB ORDERS OVER $500

Xemax offers an automatic $15 cart discount on qualifying retail web orders over $500.

No discount code is required. The discount appears in the cart summary and reduces the order total by $15. While the discount is not applied directly to the shipping line, it is intended to help subsidize the customer’s shipping cost.

This discount applies to qualifying retail web orders over $500.

Important Exclusions

The $15 cart discount does not apply to:

Wholesale orders
Purchase order account orders
Phone orders
Orders placed through a Xemax account representative

The discount may be applied to domestic, expedited, or international retail web orders over $500 where available. However, because shipping charges vary by service level, destination, weight, and package size, the $15 discount may cover only part of the total shipping cost.

2. SHIPPING METHODS AND CARRIERS

Standard ground shipments are sent via:

UPS
FedEx
USPS Priority for select items

Expedited options such as 2-Day or Next-Day Air are available at additional cost and are displayed at checkout if available to your location.

Carrier selection displayed is at the discretion of Xemax and typically is the lowest-cost option for your location unless otherwise agreed in writing.

3. ORDER PROCESSING TIMES

Orders placed by 1:30 PM Pacific Time typically ship the same business day.
Orders placed after cutoff, on weekends, or on holidays ship the next business day.

Processing times may increase for:

Large orders
Special Order items
Back-ordered items
Orders requiring additional verification

4. FREIGHT, OVERSIZED, AND HAZMAT SHIPMENTS

Certain items may require special handling, freight quotes, or additional shipping charges. These include:

Oversized items
Heavy items exceeding 10 lbs dimensional weight
Freight or palletized shipments
Equipment, carts, and large metalware
Items requiring hazardous materials designation

Customers will be notified of freight charges prior to shipment where applicable.

The $15 cart discount may still apply to qualifying retail web orders over $500, but it does not override actual freight, oversized, hazmat, or special handling charges.

5. RESIDENTIAL ADDRESSES AND ACCESSORIAL FEES

Carriers may charge additional fees for:

Residential delivery
Remote areas
Liftgate service
Signature required
Re-delivery or missed delivery attempts

These fees are the customer’s responsibility and may be invoiced after delivery if charged by the carrier.

6. ESTIMATED DELIVERY TIMES

Delivery times displayed at checkout are estimates only. Xemax does not guarantee delivery by a specific date.

Factors that may extend shipping times include:

Carrier delays
Weather
Seasonal volumes
Incorrect or incomplete addresses
CARM delays for Canadian importers, as described in section 9
International customs processing

7. LOST, STOLEN, MISDELIVLERED, OR DAMAGED PACKAGES

7. LOST, DAMAGED, MISDELIVERED, OR STOLEN PACKAGES

A. Loss or Damage Before Confirmed Delivery

If your shipment appears to be lost, materially delayed, damaged in transit, or delivered incorrectly before carrier-confirmed delivery, please contact Xemax promptly at customerservice@xemax.com and provide your order number, a description of the issue, and photographs where applicable.

For visible damage discovered at delivery, you should:

Note visible damage with the carrier at the time of delivery, where possible; and
Notify Xemax within 48 hours of delivery.

Xemax may require photographs of the packaging and product, retention of damaged goods and packaging, or other information reasonably necessary to investigate the claim.

Following investigation, Xemax may assist with a carrier claim and determine the appropriate resolution, which may include replacement, refund, credit, reshipment, or denial of the claim where the shipment was properly delivered or the reported issue cannot be verified.

Failure to notify Xemax promptly may limit our ability to verify the issue, recover from the carrier, or provide replacement or refund consideration.

B. Packages Marked Delivered but Not Received

If carrier tracking states that a shipment has been delivered but you cannot locate it, notify Xemax promptly, preferably within 1 business day of the delivery scan.

Before contacting Xemax, please check:

Reception areas, loading docks, mailrooms, delivery rooms, porches or alternate delivery locations;
Staff members or others who may have accepted the delivery;
Neighboring suites, offices or adjacent addresses; and
Any carrier delivery photograph or tracking details.

Xemax may assist in investigating a possible carrier misdelivery. However, once a shipment is confirmed as delivered to the address or delivery location provided with the order, Xemax is generally not responsible for theft, disappearance, or loss occurring after delivery.

C. Xemax Fulfillment Errors

If Xemax ships an incorrect product, incorrect quantity, or shipment to an address other than the address provided in your order confirmation, notify us promptly. Verified Xemax fulfillment errors will be corrected at Xemax’s expense.

D. Customer-Caused Delivery Issues

The customer is responsible for costs and losses resulting from incorrect or incomplete shipping information, delivery refusal, missed delivery attempts, failure to collect a held shipment, inaccessible delivery locations, or failure to satisfy applicable import or customs requirements.

8. INCORRECT ADDRESSES AND UNDELIVERABLE PACKAGES

If a package is returned to Xemax due to:

Incorrect or incomplete address
Refusal by the recipient
Failure to pick up from a carrier hold location
Missed delivery attempts

The customer is responsible for:

Return freight charges
Re-shipment fees
Any carrier storage or correction fees

Shipping fees are not refundable.

9. INTERNATIONAL SHIPPING, INCLUDING CANADA

International availability varies by product. Duties, taxes, VAT, brokerage fees, and import charges are the responsibility of the customer.

The automatic $15 cart discount may apply to qualifying retail web orders over $500, but it does not reduce or eliminate duties, taxes, VAT, brokerage fees, customs charges, or carrier import-related fees.

Canada — CARM Importer Compliance

Canadian commercial customers are responsible for meeting all CBSA Assessment and Revenue Management (CARM) requirements applicable to their imports, including maintaining appropriate importer registration, broker authorization or delegation, and payment arrangements.

Customers who wish to obtain release of commercial goods before paying applicable duties and taxes must be enrolled in CBSA’s Release Prior to Payment (RPP) program and must post their own financial security through the CARM Client Portal.

Customers who do not have required CARM registration, broker arrangements, or RPP financial security may experience border delays, requirements to pay duties and taxes before release, storage or handling charges, or returned shipments.

The customer is responsible for all duties, taxes, brokerage charges, CARM-related costs, storage fees, return freight and other import-related charges. If a shipment is returned to Xemax because the customer has not completed applicable import requirements, any refund will apply only to unopened, resalable products received by Xemax, less non-refundable freight, duties, brokerage, taxes, carrier charges and other related costs.

10. SHIPPING POLICY CHANGES

Xemax reserves the right to change or update its shipping terms at any time, including modifying or suspending cart discount eligibility, based on account usage, cost changes, system requirements, or other business reasons.

11. CONTACT US

For shipping questions:

customerservice@xemax.com

Shipping policy