Shipping policy

SHIPPING & DELIVERY POLICY


Last updated: 28 September 2026

This Shipping & Delivery Policy explains how iHealth delivers digital products and manages the shipment of diagnostic samples where applicable.

The Website is operated by iHealth Group L.L.C-FZ, License No. 2540370.01, with its registered office at Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.

This policy should be read together with our Terms of Service and Refund & Returns Policy.

 

 

1. Digital Products

iHealth offers certain products and services that are delivered entirely in digital form, including:

  • online video content, informational materials 

  • PDF materials;

  • digital guides;

  • downloadable digital  materials; and

  • other digital content.

No physical shipping or delivery is required for digital products.

Digital products are delivered electronically through the website, email, an online content platform or another digital access method specified at the time of purchase.

Access is generally provided immediately or shortly after successful payment, subject to the specific product or service purchased.

No shipping or physical delivery fee applies to digital products.

For information regarding refunds, cancellation and technical access issues, please refer to our Refund & Returns Policy.

 

 


2. Diagnostic Testing Package  Logistics

Certain diagnostic testing packages require the customer to provide a hair sample for laboratory testing performed by an independent third-party laboratory .

After purchasing a diagnostic testing package, the customer will receive the relevant instructions regarding:

  • sample collection;

  • sample preparation;

  • packaging;

  • shipping or submission of the sample;

  • laboratory processing; and

  • delivery of the final results.

The exact sample collection and shipping process may vary depending on the diagnostic testing package  and the customer's location.

Where a sample must be sent to a laboratory, the customer is responsible for following the sample collection and shipping instructions provided by iHealth Group LLC.

 

 

3. International Sample Shipping

Diagnostic testing packages may be available to customers located outside the UAE, subject to the availability of the relevant package  and applicable shipping requirements.

Where a customer is required to send a hair sample internationally, iHealth will provide the relevant instructions for preparing and shipping the sample.

International sample shipping may be subject to:

  • courier requirements;

  • customs procedures;

  • import or export requirements;

  • local regulations; and

  • other requirements applicable to the country from which the sample is being sent.

The customer is responsible for providing accurate shipping information and following the applicable instructions.

Where additional shipping or courier costs apply, these will be communicated to the customer as part of the relevant diagnostic testing package.

 

 


4. Sample Delivery to the Laboratory

Once the sample has been shipped, delivery time may vary depending on the customer's location, courier service and any applicable customs or logistical procedures.

iHealth is not responsible for delays caused by third-party courier services, customs authorities or circumstances outside its reasonable control.

If a sample is delayed, lost or damaged during transportation, the customer should contact iHealth Group LLC  as soon as possible so that we can advise on the appropriate next steps.

Where necessary, iHealth may request additional information from the customer or courier to investigate the issue.

 

 

5. Diagnostic Results

Following completion of the laboratory testing by the independent third-party laboratory , the customer's results and applicable interpretation or recommendations will be provided electronically using the communication method specified for the relevant  diagnostic testing package.

Physical delivery of diagnostic results is not required.

Results may be delivered by email, through an online platform or through another secure digital method used by iHealth.

The estimated timeframe for receiving results may vary depending on the diagnostic testing package and laboratory processing time and will be communicated to the customer where applicable.

 

 

6. No Physical Product Delivery

iHealth does not currently offer physical consumer products for delivery through the Website.

Accordingly:

  • standard product delivery does not apply;

  • there are no standard UAE product delivery timeframes;

  • there are no physical-product delivery charges at checkout; and

  • sections relating to damaged physical products, incorrect physical products, failed product delivery or product returns do not apply.

Where physical shipment is required specifically for a diagnostic sample or collection materials, the applicable logistics will be communicated separately as described above.

 

 

7. Delays and Circumstances Outside Our Control

Sample shipping and laboratory processing may occasionally be affected by circumstances outside iHealth's reasonable control, including:

  • courier delays;

  • customs procedures;

  • public holidays;

  • transportation disruptions;

  • incorrect shipping information;

  • technical or logistical issues; or

  • other circumstances affecting the transportation or processing of samples.

Where we become aware of a significant delay affecting a customer's diagnostic testing package , we will make reasonable efforts to provide relevant information and guidance.

 

 

8. Customer Responsibilities

To help ensure that a diagnostic testing package  can be completed without unnecessary delays, customers are responsible for:

  • providing accurate contact and shipping information;

  • following the sample collection instructions;

  • packaging the sample as instructed;

  • completing any required shipping documentation;

  • using the shipping method or courier instructions provided by iHealth, where applicable; and

  • notifying iHealth of any issue affecting the shipment or collection of the sample.

Failure to follow the provided instructions may result in delays or the need to provide a new sample.

 

 

9. Consumer Rights

Nothing in this Shipping & Delivery Policy limits or excludes any mandatory consumer rights available under applicable UAE law.

Where a mandatory consumer remedy applies, iHealth will handle the matter in accordance with applicable law.

 

 


10. Contact Us

If you have questions regarding digital delivery, diagnostic sample shipping or your order, please contact our customer support team using the contact details provided on the Website.

For order-related enquiries, please provide:

  • your order number;

  • the name used for the order;

  • the diagnostic testing package  purchased; and

  • a description of the issue.

Our team will review your request and provide the applicable next steps.