Frequently Asked Questions (FAQ)
Frequently Asked Questions
Everything you need to know as a healthcare professional about ordering, shipping, products, and B2B conditions.
100% Original Products · GDPR Compliant · Cold Chain Guarantee · B2B Trade
General Questions
Who can order from Novamedo?
Novamedo is an exclusive B2B specialist wholesaler for medical professionals. Eligible to order are established doctors of all specialties, clinics and hospitals, aesthetic practices and treatment centers, dermatological and orthopedic facilities, as well as Medical Care Centers (MVZ). Proof of your qualification (license to practice, practice stamp, etc.) may be required for the first order.
Are all products original and certified?
Yes, 100% originality guarantee. All products come exclusively from authorized manufacturers. Each delivery includes original packaging with intact security seals, complete batch number and expiration date, manufacturer's certificate and conformity declaration (CE), as well as seamless supply chain documentation.
What approvals do your products have?
All products are CE-certified medical devices according to EU-MDR 2017/745 or approved medicines. They meet all requirements of the European Medical Device Regulation.
Do you offer telephone professional advice?
Yes, our specialist team is available for product-specific questions, indication advice, and product comparisons – in German and English. Contact us via our consultation page or by email at info@novamedo.de.
In which countries is Novamedo active?
We supply medical professionals in Germany, Austria, Switzerland, and other EU countries. For deliveries outside Germany, please contact us in advance.
Ordering & Payment
How does the ordering process work?
- Select product – via our product catalog or directly in the shop
- Add to cart – select quantity
- Checkout – enter delivery address and payment method
- Confirmation – order confirmation by email
- Shipping – tracking link after dispatch
For larger quantities, please use our B2B order form.
What payment methods do you accept?
- Credit card (Visa, Mastercard, American Express)
- PayPal
- Bank transfer / prepayment
- SEPA direct debit
- Invoice (30 days net) – for verified B2B customers
All transactions are SSL-encrypted and GDPR compliant.
Can I order on account?
Yes, for registered medical institutions, we offer purchase on account with a 30-day payment term. Activation takes place after a one-time check of your institution.
Will I receive a proper invoice with VAT?
Yes, you will automatically receive a proper invoice with declared VAT by email. For EU customers outside Germany with a valid VAT ID, a tax-free intra-Community delivery may be possible.
Can I cancel or change my order?
Orders can be changed or canceled until shipment. Please contact us as soon as possible by email at info@novamedo.de with your order number.
Is there a minimum order value?
No, there is no minimum order value. Shipping within Germany is free.
Shipping & Delivery
How long does delivery take?
- Germany: 1–3 working days (standard), 1 working day (express)
- Austria & Switzerland: 2–4 working days
- EU countries: 3–6 working days
Orders placed by 12:00 PM are usually processed on the same day.
How are temperature-sensitive products shipped?
All temperature-sensitive products are shipped with certified cold chain shipping: insulated thermal boxes with validated ice packs, temperature control throughout the entire transport route, shipping only on weekdays, and documented cold chain with delivery note. Please ensure that someone is present to accept the delivery.
Can I track my shipment?
Yes, after dispatch you will automatically receive an email with a tracking number and a direct link to track your shipment.
What are the shipping costs?
- Germany: Free standard shipping (no minimum order value)
- Express shipping: Surcharge upon request
- Cold chain shipping: Surcharge may apply depending on product and destination country
Is the merchandise packaged discreetly?
Yes, all shipments are sent in neutral outer packaging without any indication of the contents.
What happens if I am not present for delivery?
For cold chain products, personal acceptance is mandatory. Please contact us immediately if a delivery could not be accepted.
Products & Storage
How long are the products shelf-stable?
All products are delivered with a minimum shelf life of at least 12 months from the date of delivery. The exact expiry date is stated on the packaging and the delivery note.
How must the products be stored?
- Hyaluronic acid joint injections: 2–8°C, protected from light, do not freeze
- Dermal fillers: 2–25°C depending on the manufacturer (see package insert)
- Lipolysis products: 2–8°C, protected from light
Please strictly observe the storage instructions in the package insert.
What is the difference between single-shot and multiple injections?
Single-shot (e.g. Durolane, Synvisc-One, Monovisc): single injection, duration of action up to 6 months – ideal for patients with few doctor visits.
Multiple injections (e.g. Ostenil, Synvisc 3x): 3–5 sessions at weekly intervals – suitable for advanced osteoarthritis or gradual therapy. Learn more in our guide article.
Are the products suitable for all joints?
Approval varies depending on the preparation. Most hyaluronic acid joint injections are approved for the knee joint, many also for the hip, shoulder, and ankle joint. Please refer to the respective product information.
B2B & Special Conditions
What B2B advantages does Novamedo offer?
- Tiered pricing from certain purchase quantities
- Purchase on account with 30 days payment term
- Personal contact person for your institution
- Prioritized processing of your orders
- Exclusive offers and promotional prices
- Flexible delivery intervals by arrangement
How do I receive an individual offer?
Use our B2B order form. We will create a binding offer with your personal conditions within 24 hours.
Are there quantity discounts?
Yes, we offer attractive tiered pricing for larger purchase quantities. The exact conditions depend on the product and the total order quantity.
Can we conclude a framework agreement?
Yes, for clinics, MVZs, and larger practices, we offer framework agreements with fixed conditions and defined delivery intervals.
How does billing work for clinics?
For clinics, we offer monthly collective invoices, central billing addresses, and individual cost center assignments.
Returns & Complaints
Can I return products?
Returns are possible in case of transport damage (notification within 48 hours), incorrect delivery, product defects or quality deviations, and interrupted cold chain due to transport errors. Opened or used products cannot be returned for hygiene reasons.
What do I do if goods are damaged or faulty?
Report the damage within 48 hours by email to info@novamedo.de with your order number, photos of the damage and packaging, and the batch number of the affected product. We will arrange for replacement or refund immediately.
What happens in case of incorrect delivery?
We will immediately send you the correct goods free of charge and arrange for collection at our expense.
What should I do if I suspect an interrupted cold chain?
Under no circumstances use the product. Contact us immediately with your order number – we will investigate the case and arrange for a free replacement if necessary.
Data Protection & Security
How secure is my data at Novamedo?
- SSL/TLS encryption of all data transmissions
- GDPR-compliant data storage and processing
- No disclosure to third parties without your consent
- Shopify infrastructure with PCI DSS Level 1 certification
Will my order data be treated confidentially?
Yes, absolute confidentiality is guaranteed. Your data will not be passed on to third parties. Our employees are bound to secrecy.
How can I view or have my data deleted?
In accordance with the GDPR, you have the right to access, rectify, and erase your data at any time. Send your request to info@novamedo.de – we will process it within 30 days.
Does Novamedo use cookies?
Yes, we use technically necessary cookies as well as optional analysis cookies. Details can be found in our Privacy Policy.
Is your question not listed?
Our specialist team will answer you within 24 hours. Contact us now