Frequently asked questions
Orders and Purchases
How do I cancel or change my order?
How do I cancel or change my order?
If you need to correct the delivery address, contact information, or cancel an order, please contact our customer support as soon as possible via email at info@medexy.lv or admin@medexy.lv. It is only possible to change an order until it has been dispatched for delivery.
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What do I do if my order is damaged or an item is missing?
What do I do if my order is damaged or an item is missing?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive my full order – what should I do?
I didn't receive my full order – what should I do?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns and exchanges
What is your return policy?
What is your return policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I return an item?
How do I return an item?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange the item for a different one?
Can I exchange the item for a different one?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does a refund take?
How long does a refund take?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping and tracking
How long does delivery take?
How long does delivery take?
Piegāde parasti ilgst 3-5 darba dienas pēc pasūtījuma apstrādes. Kopumā pasūtījuma saņemšana var ilgt 7-10 darba dienas. Piegādes laiks var atšķirties atkarībā no jūsu atrašanās vietas un pie izrakstīšanās izvēlētās piegādes metodes.
Do you offer express delivery?
Do you offer express delivery?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change the delivery address after placing an order?
Can I change the delivery address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.