Delivery Policy

This policy explains how we deliver orders placed on this website, where we deliver, what it costs, and what to do if something arrives late, short or damaged. It forms part of our Conditions of Sale and should be read alongside our Return, Refund & Cancellation Policy.

1Who this policy applies to

This website is open to everyone. We supply individual customers as well as registered trade accounts — pharmacies, clinics, hospitals, laboratories, distributors and other businesses. The delivery arrangements described here apply to orders placed through the website, through your online account, and to orders placed with your sales representative.

Some products are restricted to approved account types or require a valid licence or permit on file before we can supply them. If a product is not visible in your account, it is not available to your account type.

2Order cut-off and processing

Orders received before 12:30 on a business day are processed the same day.
Orders received after cut-off, at weekends or on public holidays in Saint Lucia are processed the next business day.
Orders are picked and packed once payment or credit terms have been confirmed. Orders on accounts that are over their credit limit or past due are held until the account is cleared.
You will receive an order confirmation by email when your order is received, and a dispatch notification when it leaves our warehouse.

3Export orders — terms, freight and documents

We can arrange freight on your behalf, or release your consignment to a freight forwarder you nominate. If you nominate your own forwarder, please provide their details at the time of ordering.

The following documents are issued with export consignments as required:

Commercial invoice and packing list
CARICOM Certificate of Origin, where the goods qualify
Certificate of Analysis or batch documentation, where applicable
Safety Data Sheets for regulated or hazardous items
Airway bill or bill of lading

If your import authority requires additional documentation — legalisation, health certificates, free sale certificates or import permits — tell us before we dispatch. Documents requested after dispatch may not be possible to issue.

4Duties, taxes and customs clearance

For all shipments outside Saint Lucia, the customer is the importer of record. You are responsible for import duties, taxes, port charges, brokerage and customs clearance in your territory, and for holding any import licence or permit required for the goods.

We cannot release a consignment if the required import permit is not in place. Consignments delayed, seized or returned because of missing permits or unpaid duties remain your responsibility, including any storage, demurrage or return freight incurred.

5Regulated, controlled and temperature-sensitive products

Controlled and scheduled products are not available for purchase through this website. They are supplied only against a valid licence and an approved order placed with your sales representative.
Prescription and pharmacy-only products are supplied only to accounts holding the relevant registration in their territory.
Cold chain items are packed with validated temperature control and are shipped only on days that allow uninterrupted transit. Cold chain orders may be scheduled rather than dispatched immediately.
Dangerous goods are shipped under IATA or IMDG rules and may be restricted to sea freight, which extends transit time.

6Receiving your delivery

Someone authorised to accept goods on your behalf must be present to sign for the delivery. Please check the consignment before you sign.

Count the cartons against the delivery note.
Look for visible damage, water ingress or broken seals.
Note any shortage or damage on the delivery note or proof of delivery before signing, and ask the driver to countersign.
For cold chain consignments, check the temperature indicator before accepting.

7Shortages, damage and goods not received

Issue	Report within	How
Visible damage or shortage at delivery	At the point of delivery	Note on the delivery note, then contact us
Concealed damage or shortage	48 hours of delivery	Email us with photographs and the invoice number
Incorrect item supplied	48 hours of delivery	Email us with photographs and the invoice number
Cold chain excursion	Immediately, before use	Quarantine the stock and contact us

Claims made outside these windows may not be accepted, because our own claim rights against carriers are time limited. Please keep the original packaging until the claim is settled.

8Failed and refused deliveries

If we cannot complete a delivery because no one is available to receive it or access is refused, we will contact you to arrange a second attempt. Goods returned to us undelivered are handled under our Return, Refund & Cancellation Policy.

9Title and risk

Risk in the goods passes to you on delivery, or for export consignments at the point specified in the terms agreed for that shipment. Title in the goods does not pass to you until we have received payment in full.

10Events outside our control

Delivery dates are estimates given in good faith. We are not liable for delay or non-delivery caused by events outside our reasonable control, including weather, port and airline disruption, customs action, industrial action, supplier or manufacturer failure, or regulatory intervention. Where a delay occurs, we will tell you as soon as we can and agree a revised date with you.

Questions about a delivery

Email info@agilityslu.com

Telephone +1 (758) 457-5985

Monday to Friday, 7:30 AM – 4:30 PM

Odsan Industrial Estate, OD5 B, St. Lucia

Please quote your order or invoice number.