FAQ

DO YOU SELL TO JUST ANYONE?

Answer: No, we do not. To be able to trade from us, you must be able to present a certificate/diploma regarding education in the field. You can at any time create an account online or call us to create one. Before the goods are sent out for the first time, the certificate/diploma will be verified.

ARE YOUR PRODUCTS GENUINE/ORIGINAL?

Answer: Yes, all our products are genuine. They are insured and with the same guarantees that would  apply if you were buying them directly from the manufacturer or agency. All products can be tracked by batch number directly to the  manufacturer. This is a statutory requirement for a product to be allowed to be CE-marked.

For more information, please feel free to contact us.

WHY ARE YOUR PRICES SO MUCH LOWER THAN YOUR COMPETITORS?

Answer: It’s no secret that we have good prices. We work with something called “parallel import”. Parallel imports are approved and regulated in the EU through the EEA (European Economic Area) to safeguard free trade and free competition within EU member states. The same guarantees and obligations/rights apply via us as if you had purchased directly from the manufacturer. This too is regulated by the EU.

WHEN IS THE EXPIRY DATE ON THE PRODUCTS?

Answer: We always guarantee that it is at least 6 months to the expiry date, but normally it is 12 – 18 months.

WHAT DO YOU USE FOR SHIPPING?

Answer: No matter where you are in the world, everything is shipped with FEDEX, EMS or similar.

Track using a FedEx number
Track using a EMS/Postal Service number
If you would like to use a different courier we will try to accomodate you.

If the products you have ordered are in stock, you usually have them a couple of days after ordering (within the EU). Shipping is free for orders over USD 500. Should one or more items be out of stock we will notify you with an email. In such cases there will of course be a delay before we can ship the order.

CAN I CHOOSE SHIPPING COMPANY MYSELF?

Answer: Yes. If you want to have your goods delivered with a shipping company other than FedEx, please contact us and we will help you.

If you place an order in excess of USD 500, you will always get free shipping, no matter where you are.

CAN I TRACE MY DELIVERY?

Answer: All our packages are sent traceably. When your products are packed, you will receive an email stating this including a tracking number you can use to track your delivery on the shipping company’s website. If your package has been shipped and you want to add delivery information or have other delivery requests, please contact the selected shipping company and provide your tracking number.

WHAT KIND OF PAYMENT DO YOU ACCEPT?

Answer: Depending on your country, we accept different currencies and payment options. The information about this is available when you arrive at the checkout.
If you have any questions about payment or need help, please contact us.

WHAT ARE YOUR OPENING HOURS?

Answer: Our phone support is open Monday – Friday 9:00 – 17:00.(EST) These are our official hours. However, we are usually available via mail, text and phone, sometimes even at other times of the day. The webshop is available for orders 24/7.

WHAT CURRENCY CAN I PAY WITH?

Answer: Mareli Medical offers purchases in SEK, EUR, USD and GBP.

ARE THE PRICES ON THE WEBSITE WITH OR WITHOUT VAT?

Answer: All prices are without VAT, but the VAT is shown at the “checkout” before payment. If you are outside of the EU, it is important that you enter your VAT number in order not to pay any VAT.

WHAT HAPPENS IF MY PRODUCTS GET HELD AT CUSTOMS?

Answer: Mareli Medical ship all products outside of EU using the EX Works (EXW) practice. That means that we don’t have any responsibility for the products after they have left our facility. The shipping company is responsible for the shipping and if something happens with your shipment you have to send your claim to them. Use your tracking number to trace and report any problem. The customs have the legal right to control all products coming in to a country, and sometimes that can delay the delivery time. If your products get held at customs you have to contact them. We will of course help you as much as we can, however it is not our responsibility.  If something is wrong and the responsibility in fact is ours, we will of course immediately refund or replace the product.

CAN YOU HELP ME WITH MARKETING?

Answer: Absolutely. Mareli Medical is much more than just a distributor of fillers. We see ourselves as your partner. Do you need help reaching out with your clinic? Maybe you have just started and need help designing a logo or a rollup where you are in the spotlight? Do you have an event coming up? We have an entire team of graphic artists ready to assist. Give us a call and let’s talk about how we can help you.

CAN YOUR ENTIRE RANGE BE SEEN ON YOUR WEBSITE?

Answer: No. On the website you will only see our regular range. Is there anything you are looking for as you can’t find our website? Do not hesitate to contact us. We help our customers with everything from laser machines to gloves and other consumables.

IS IT ALWAYS THE PRICES ON YOUR WEBSITE THAT APPLY?

Answer: No. Just like everyone else, we have contractual prices with our customers. As a customer you can get certain discounts according to agreements depending on quantities etc. Contact us for a customized price list.

HOW OFTEN AND WHEN DO YOU HAVE PROMOTIONS?

Answer: When and which promotion will come next, we never know in advance. A good way to never miss our promotions is to subscribe to our newsletter. You will then receive an email about once a month when we have a promotion or want to present something new to you.

For more information, please feel free to contact us.
Mareli Medical

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