Support

Shipping Policy

THERMOVA MEDICAL GMBH ships worldwide from our facility in Tuttlingen, Germany. All devices are inspected, calibrated and individually serial-numbered before dispatch to ensure full traceability of every unit we deliver.

Processing time

In-stock orders are processed within 1–3 business days after payment is cleared and any required regulatory documentation (e.g. distributor license, end-user declaration) is verified. Configured and bulk orders typically ship within 5–10 business days.

Shipping methods & lead times

  • Germany: 1–2 business days (DHL / UPS, tracked & insured)
  • European Union: 2–4 business days (UPS Express Saver)
  • United Kingdom & Switzerland: 3–5 business days (UPS Express, DDP available)
  • North America: 3–6 business days (UPS / FedEx International Priority)
  • Rest of world: 5–10 business days (FedEx International Priority)

Shipping costs

Shipping is calculated at checkout based on destination, weight and Incoterms. For wholesale and distributor orders we ship DAP (Delivered at Place) by default; DDP and EXW are available on request.

Customs, duties & taxes

For shipments outside the EU, the recipient is responsible for any import duties, VAT or customs clearance fees unless DDP has been agreed in writing. Thermova provides full commercial invoices, HS codes, CE declarations and (where applicable) FDA registration numbers to facilitate clearance.

Cold-chain & packaging

Devices ship in shock-tested, foam-lined transport cases. Lithium-ion batteries are packed in accordance with IATA PI 967 Section II and UN 3481 regulations. Each shipment includes a tamper-evident seal and a unit-specific quality certificate.

Tracking

A tracking number is emailed automatically when your order leaves our facility. For shipments containing CryoKey-enabled units, you may also follow real-time ambient temperature data via the CryoKey portal from the moment the case is powered on.

Damaged or lost shipments

Please inspect every shipment on arrival. Any visible damage to the outer packaging must be noted on the carrier's delivery receipt and reported to support@thermova.com within 48 hours. We will arrange a replacement or repair under our warranty and handle the carrier claim on your behalf.

Restricted destinations

We do not ship to destinations under EU, UN or US export-control sanctions. Orders to such destinations will be cancelled and fully refunded.