At Al Ghadeer Pharma, we are committed to delivering healthcare products, medical equipment, orthopedic supports, mobility aids, rehabilitation products, and related medical supplies safely, efficiently, and on time. We understand the importance of reliable delivery, especially for healthcare-related products, and we aim to provide a smooth shipping experience for every customer.

This Shipping Policy explains how orders are processed, shipped, tracked, and delivered across Iraq.

1. Order Processing

All orders placed through the Al Ghadeer Pharma website are processed after successful order confirmation and payment verification, where applicable.

Our standard order processing time is:

  • 1–2 business days after payment confirmation
  • Orders placed during weekends or public holidays will be processed on the next working day
  • Orders placed after business hours may begin processing on the following business day

During high-demand periods, promotional campaigns, public holidays, or unexpected operational delays, processing times may be slightly longer.

2. Order Confirmation

After placing an order, customers may receive an order confirmation through email, SMS, WhatsApp, or another available communication channel.

The order confirmation may include:

  • Order number
  • Product details
  • Billing information
  • Shipping address
  • Payment status
  • Estimated delivery information

Customers are responsible for reviewing the order details carefully and informing our customer support team immediately if any information is incorrect.

3. Delivery Areas

Al Ghadeer Pharma currently provides delivery services across Iraq. Delivery availability may vary depending on the destination, product size, product type, courier availability, and local delivery conditions.

We aim to deliver to:

  • Major cities
  • Residential areas
  • Commercial locations
  • Selected regional areas
  • Available remote locations, where courier service is supported

For certain remote areas, delivery may take longer or may require additional coordination with the customer.

4. Estimated Delivery Time

Estimated delivery times may vary based on the customer’s location, product availability, courier schedule, and order volume.

General delivery estimates are:

  • Major Cities: 1–3 business days
  • Other Areas: 3–7 business days
  • Remote Locations: Delivery time may vary depending on courier availability

Delivery timelines are estimates only and may change due to circumstances beyond our control.

5. Shipping Charges

Shipping charges are calculated during checkout based on several factors, including:

  • Delivery location
  • Product weight
  • Product dimensions
  • Order value
  • Courier charges
  • Special handling requirements
  • Large or bulky item delivery requirements

Some products, especially large medical equipment, wheelchairs, mobility aids, or heavy items, may require additional shipping charges due to size, weight, or handling needs.

Any applicable shipping charges will be displayed before order confirmation where possible.

6. Large and Bulky Item Delivery

Certain products, such as wheelchairs, hospital beds, mobility equipment, rehabilitation equipment, or large medical devices, may require special handling during delivery.

For large or bulky items:

  • Delivery may take additional time
  • Shipping charges may be higher
  • Delivery may require customer coordination
  • The customer may need to ensure suitable access to the delivery location
  • Additional delivery support may be required depending on the product

Customers should ensure that elevators, entrances, stairways, and delivery access points are suitable for receiving large products.

7. Order Tracking

Once your order has been dispatched, tracking information may be shared with you through email, SMS, WhatsApp, or another available communication method.

Tracking details may include:

  • Courier name
  • Tracking number
  • Shipment status
  • Estimated delivery date
  • Delivery contact information, where available

Please note that tracking updates may take some time to appear after the order is dispatched.

8. Delivery Attempts

Our courier or delivery partner may contact the customer before or during delivery. Customers are responsible for ensuring that the provided phone number and address are accurate and reachable.

If the courier is unable to deliver the order due to customer unavailability, incorrect address, unreachable phone number, or restricted access, delivery may be delayed or rescheduled.

Additional delivery charges may apply for repeated delivery attempts where applicable.

9. Incorrect or Incomplete Address

Customers must provide accurate and complete delivery information at the time of placing an order.

Al Ghadeer Pharma is not responsible for delays or failed deliveries caused by:

  • Incorrect address
  • Missing building or street details
  • Wrong phone number
  • Incomplete delivery instructions
  • Unreachable customer
  • Restricted delivery access

If an address correction is required after placing an order, customers should contact our support team as soon as possible. Address changes may not be possible once the order has already been dispatched.

10. Delivery Delays

While we make every reasonable effort to deliver orders within the estimated timeframe, delivery delays may occur due to factors outside our control.

Possible causes of delay include:

  • Weather conditions
  • Transportation issues
  • Public holidays
  • High order volume
  • Courier delays
  • Remote delivery locations
  • Road restrictions
  • Customs or regulatory requirements, if applicable
  • Supplier or stock delays
  • Incorrect customer information

Al Ghadeer Pharma will do its best to keep customers informed in case of significant delays.

11. Product Availability and Partial Shipments

In some cases, products in the same order may be shipped separately due to stock availability, product size, supplier arrangements, or courier requirements.

If an item is temporarily unavailable after an order is placed, we may contact the customer to offer:

  • Alternative product options
  • Revised delivery timeline
  • Partial shipment
  • Order cancellation for unavailable items
  • Refund, where applicable

12. Receiving Your Order

Customers are advised to check the package carefully at the time of delivery.

Before accepting the shipment, please ensure:

  • The package is not severely damaged
  • The correct number of packages has been received
  • The product packaging appears intact
  • The order matches the expected delivery details

If there is visible damage, missing items, or any issue with the package, customers should inform our customer support team as soon as possible.

13. Damaged Shipments

If your order arrives damaged, please contact Al Ghadeer Pharma customer support within 48 hours of receiving the shipment.

To help us assess the issue, we may request:

  • Order number
  • Photos of the damaged packaging
  • Photos of the damaged product
  • Video showing the issue, if necessary
  • Delivery receipt or courier information
  • Description of the damage

Claims reported after 48 hours may be more difficult to verify and may not be accepted depending on the situation.

Customers should keep the original packaging until the issue is reviewed and resolved.

14. Missing or Incorrect Items

If you receive an incorrect product or notice that an item is missing from your order, please contact our customer support team as soon as possible.

Please provide:

  • Order number
  • Product received
  • Product missing or incorrect
  • Photos of the package and received items
  • Any delivery documents, if available

Our team will review the issue and provide a suitable resolution where applicable.

15. Failed Delivery

A delivery may be considered failed if:

  • The customer is unavailable
  • The phone number provided is incorrect or unreachable
  • The address is incomplete or incorrect
  • The customer refuses to accept the delivery
  • The delivery location is inaccessible
  • Required payment is not completed, if applicable

In such cases, the order may be returned to Al Ghadeer Pharma or rescheduled depending on courier policy and product availability.

Additional charges may apply for redelivery where applicable.

16. Shipping Restrictions

Some products may have delivery restrictions due to size, weight, storage requirements, product type, or local regulations.

Al Ghadeer Pharma reserves the right to refuse or cancel delivery if:

  • The delivery area is not serviceable
  • The product cannot be safely delivered
  • The order violates applicable rules or regulations
  • The customer information is incomplete or invalid
  • The product requires special handling that is unavailable in the destination area

If delivery cannot be completed, our team will contact the customer to discuss available options.

17. Installation or Assembly

Unless clearly stated on the product page or invoice, shipping does not include installation, assembly, setup, training, or product demonstration.

Some medical equipment or mobility products may require proper assembly or professional guidance. Customers should follow the manufacturer’s instructions carefully.

If installation or assembly service is available for selected products, it may be offered separately and may involve additional charges.

18. Customer Responsibility

Customers are responsible for:

  • Providing correct delivery details
  • Ensuring someone is available to receive the order
  • Checking the package upon delivery
  • Reporting damaged or missing items within the required timeframe
  • Keeping proof of purchase and delivery details
  • Following product handling and storage instructions after delivery

For healthcare and medical products, customers should ensure that items are stored properly after receiving them.

19. Changes to Shipping Policy

Al Ghadeer Pharma reserves the right to update, modify, or change this Shipping Policy at any time without prior notice.

Any changes will be published on this page. Continued use of our website after updates means you accept the revised Shipping Policy.

20. Contact Us

For shipping-related questions, delivery updates, damaged shipments, missing items, or order tracking assistance, please contact our customer support team through our official contact channels.