Support 24/7
Last updated: 4 November 2026
Order, ask a question or start a claim at any time. Our channels are open around the clock; our team answers live during staffed hours, and every message sent outside those hours is answered by the next business morning.
Contact us any time
| Channel | Available | Reply time |
|---|---|---|
| Live chat (button at the bottom right of every page) | 24/7. Live agents during staffed hours; at other times, leave a message in the chat | within 1–2 hours during staffed hours; messages left outside those hours are answered by the next business morning |
| WhatsApp: Pakistan +92 321 8613008 · UK +44 7426 482104 | 24/7 messaging | within 1–2 hours during staffed hours; otherwise by the next business morning |
| Email: [email protected] | 24/7 | within 24 hours on business days |
| Online shop | 24/7/365 | instant order confirmation |
Staffed hours: Monday–Saturday, 9:00–18:00 Pakistan time (PKT, UTC+5). That is 04:00–13:00 UK time (05:00–14:00 CET) in winter. The UK desk keeps the same hours. Closed on Sundays and Pakistani public holidays.
What do you need help with?
Choosing an instrument
Send the pattern, length, tip or the procedure on chat, and we'll suggest the right instrument or set. You can also send a photo or a competitor's catalogue number.
Placing an order
Order online 24/7, including bulk and custom orders. Distributors: see Become an Authorized Partner.
Tracking an order
You receive the tracking number by email when your order is dispatched. You can also see it in My Account → Orders or ask on chat with your order number. Dispatch and delivery times: Delivery Information.
Changing or cancelling an order
Cancel free of charge within 24 hours of payment. Message us as soon as possible: Terms and Conditions.
Returns and refunds
Damaged, wrong or missing items, and the 14-day withdrawal right for EU/UK consumers: Returns Policy · Refund Policy.
Warranty claims and repairs
5 years on steel instruments, 1 year on cables, lights and plastics. Send your order number and photos, and we assess the claim within 1 business day: Warranty and Services.
Instructions for Use and certificates
Cleaning and sterilisation guidance, product IFUs, material certificates and CE/ISO documents: Instructions for Use · Certificates.
Custom, OEM and laser marking
Custom Surgical Instruments · Custom Label Marking.
Help us help you faster
Include your order number, the product name or SKU, and photos where relevant. Please don't send patient information.
Our addresses
Head office and manufacturing: Jammu Road, Talwara Mughlan, Sialkot 51310, Pakistan UK sales office: BusinessMed Instruments Ltd, 30 Riverhead Close, London E17 5PY, United Kingdom (company no. 16318066, registered in England and Wales) (sales and consultation only, returns are not accepted here) Germany: EU dispatch hub only (no returns, collections or visits)
More ways to reach us: Customer Support · Contact Us · FAQs