Applies to: National Custom Compounding (NCC) | Version: [v1.0] | Effective: [1 January 2026] | Review: [1 January 2026]
1. Purpose
To define a consistent, patient‑safe process for managing parcels that are delayed, missing, misdelivered, or confirmed lost while in transit. This policy sets responsibilities, investigation steps, replacement rules, cold chain considerations, and documentation requirements for NCC and clinic partners.
2. Scope
All NCC shipments to patients and/or clinics (standard, express, cold chain, and regulated substance shipments).
All carriers used by NCC (e.g., Australia Post, StarTrack, or other contracted couriers).
Scenarios: delayed tracking, no scans, misdelivery, stolen parcels, incorrect address, returned-to-sender, and carrier confirmed loss.
Includes clinic programs where NCC ships on behalf of a clinic.
3. Definitions
Term
Definition
Delayed parcel
Tracking indicates parcel is in transit beyond the expected delivery window or has no movement for a defined period.
Missing parcel
Parcel cannot be located via tracking and carrier cannot confirm delivery status.
Lost parcel
Carrier confirms parcel is lost OR tracking indicates no recovery after investigation timeframes.
Misdelivered
Carrier shows ‘delivered’ but recipient did not receive (wrong address, safe drop issue, theft suspected).
Cold chain
Temperature‑sensitive products requiring controlled storage during transit.
4. Policy Statement
Patient safety is the priority—no product is considered suitable for continued use if integrity is uncertain (especially cold chain).
NCC will investigate all delayed/missing parcels promptly and communicate clearly with the patient/clinic.
Replacement decisions depend on: clinical urgency, product type (sterile/cold chain/regulated), integrity risk, and carrier outcome.
A parcel reported missing is treated as a potential privacy and product integrity risk until resolved.
All cases must be documented and trended to improve shipping reliability and clinic/patient experience.
5. Responsibilities and Risk Sharing (Summary)
Party
Responsibilities
NCC
Dispatch accuracy, packaging suitability, tracking/notifications, initiating carrier investigations, assessing product integrity, replacement/remake decisions, documentation and CAPA where required.
Carrier
Transport, scan events, delivery attempts, investigation, compensation process per service level.
Patient
Provide correct delivery details, monitor tracking/notifications, secure receipt where possible, report non‑receipt promptly.
Clinic (if applicable)
Ensure patient address/contact accuracy at portal submission, support patient communications, and follow agreed commercial terms for remakes/credits.
Assess product type (sterile/cold chain/regulated). Decide if patient should stop/hold use (if partial delivery or integrity concern).
3. Carrier investigation opened
NCC (shipping owner)
Open case with carrier; request scan history, delivery GPS/photo if available, depot check, and recovery attempt. Record reference number.
4. Patient/clinic communication
NCC + Clinic (as agreed)
Provide clear update: status, next checkpoint, expected timing, and what to do if parcel arrives later.
5. Replacement decision
Pharmacist + Manager (as needed)
If clinically urgent or integrity compromised → approve remake/reship. If low risk and likely to arrive → monitor with agreed timebox.
6. Dispatch replacement
NCC
Mark replacement order with link to original; adjust billing/credits per Section 9; ensure address verified; consider signature-required.
7. If original parcel arrives later
NCC Pharmacist
Assess whether product integrity can be trusted. For most compounded items, especially cold chain/sterile: do not re‑use if integrity uncertain. Provide disposal/return instructions.
8. Close and trend
Quality / Shipping owner
Close case with outcome, root cause category, and any CAPA (e.g., address validation, packaging changes, signature required).
9. Replacement, Refund and Credit Rules
While NCC will provide the upmost care and consideration in assisting with the replacement of lost parcels, each situation is considered against its owns set of circumstances. As shipping companies are outside of NCC control, NCC is limited in its remit on them.
9.1 When NCC will replace without charge
Carrier confirms parcel lost and insurance was paid (by Patient/Clinic) on parcel.
Parcel misdelivered and recipient did not receive (with investigation evidence).
Cold chain integrity cannot be confirmed (e.g., extended delay, temperature excursion, compromised packaging) and insurance was paid (by Patient/Clinic) on parcel.
9.2 When replacement is chargeable (default, case-by-case)
Incorrect address provided by patient/clinic and not corrected prior to dispatch.
Patient fails to collect from post office/depot after notifications and parcel is returned-to-sender (may incur reship fee).
Repeated losses linked to unsafe drop location without acceptance of signature/collection option.
9.3 Billing pathway
Clinic-billed programs: NCC advises clinic and applies credits/charges according to agreement; patient should not be asked to pay twice.
Patient-billed: NCC processes replacement/refund consistent with this policy and any published shipping terms.
All financial adjustments must be approved by pharmacist-on-duty for high-risk medicines and by management for non-routine credits.
10. Special Requirements
10.1 Cold chain / temperature-sensitive products
If product arrives after significant delay or packaging is compromised, pharmacist determines suitability; default is to treat as unusable if integrity uncertain.
Provide clear patient instruction: do not use until NCC confirms; store as labeled upon receipt.
Replacement should be shipped using appropriate cold chain service, with updated tracking and (where feasible) signature-required delivery.