If upon delivery, Royal Mail deliver the parcel and there is visible damage, we strongly advise to accept the parcel, inspect the contents and contact our Patient Care team as soon as possible with your concerns.
In some instances, packages may be disfigured in transit due to the size and content of the box. Our packaging is temperature controlled with Woolcool technology and designed to keep the medication safe however, at times the ice packs may leak due to weather/transit conditions which can cause damage to the cardboard packaging, however this does not effect the condition and efficiency of the pen itself. We would advise putting the package in the fridge immediately and contacting our team if you are unsure and require further information.
For support, contact [email protected].