Orders & Collection Policy

Last updated: 8th October 2025

At Vital First Aid International, we aim to make ordering and collection simple, reliable, and transparent. This policy explains how we process orders, collection timeframes, and what to do if there’s an issue with your purchase.

1. Processing Your Order

You will receive a confirmation email when your order has been placed, and another when it is ready for collection. Orders will be processed once online payment has been received, or if you are paying in cash, payments may be made in full upon collection.

2. Order Collections

Vital First Aid International currently operates on a collection-only basis. We do not offer delivery services at this time. All customers are required to collect their orders from our designated collection point.

If you live out of Harare, we may arrange a courier to deliver items to you. All costs incurred for courier delivery are your responsibility.

3. Collection Location & Schedule

Collection Point: The Hub, Groombridge, Harare
Collection Days: Tuesdays and Thursdays
Collection Times: 8:00am - 11:00am

If you are unable to collect at these time, please contact us to arrange an alternative time, day or location.

4. Order Readiness & Notification

Once your order is prepared, you will receive confirmation via WhatsApp, phone, or email. This message will include:

Your order number
The collection date and time
The pickup location

5. Collection Requirements

Orders must be collected within 7 days of notification, unless alternative arrangements are made in advance.
If an order is not collected within this timeframe, the items may be returned to stock.
A representative may collect on your behalf, provided they present your name and order number at pickup.
If someone else is collecting on your behalf, please notify us in advance.

6. Collection Timeframes for Items Placed on Order:

Most of our products are sourced from outside Zimbabwe or made to order. Please note:

Items placed on order may take up to 4 weeks to arrive.
Timeframes depend on supplier availability, customs clearance, and international shipping delays.
Once your item has arrived in Zimbabwe, the usual collection procedure, as above, will apply.
We will notify you by WhatsApp, phone, or email if your order includes items with extended wait times.
If unexpected delays occur, we will keep you updated as soon as possible.
You are welcome to contact us at any time for an update on your order.

7. Damaged or Missing Items

If your order is damaged or incomplete when you collect it, please contact us within 7 days with photos and your order details. We will review and arrange a replacement or refund where appropriate.

8. Delays or Issues with Availability

If your order has not been made available for collection within the expected timeframe, please contact us so we can follow up. Vital First Aid International is not responsible for delays caused by suppliers, customs, or circumstances beyond our control.

9. Contact Us

For any order or collection queries, please contact:

Email: vitalfirstaidint@gmail.com
Phone: 0773289601