FAQs
Do we need to have an account to place a sourcing enquiry?
No, this service is provided free of charge and thus, your details are not required.
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We require a full invoicing address with contact information and relevant registration details to set up a new customer account.
Return to topWhat is your standard delivery lead time?
For items which are in stock, delivery lead time is 24 - 48 hours after receipt of order during our normal business working hours.
Return to topCan you provide same day delivery?
Yes, we are able to facilitate same day delivery for routinely used item(s).
Return to topHow do we place an order for an imported unlicensed medicine?
To minimise any errors, especially for orders placed via telephone, we encourage our customers to fax or e-mail their orders to us. However, in an emergency we will accept a telephone order and written confirmation can follow later
Return to topHave you been audited by the NHS?
Yes, we have been audited by the NHS and are on their ‘preferred’ supplier list.
Return to topIs there a ‘cut off time’ for placing orders?
The standard cut off time is 2.30pm. However, every effort will be made to despatch items requested later.
Return to topWhat is the lead time for specific items?
We have a continuously updated portfolio of regularly used items which are available for immediate despatch. Please contact us on 020 8869 6555 to confirm if the item you require is immediately available.
Return to topDo you use "bona fide" suppliers?
Yes, we believe it is pivotal to confirm the "bona fides" of all our suppliers to ensure we are importing quality assured products.
Return to topCan you supply Certificates of Analysis?
It is not always possible to obtain Certificates of Analysis from manufacturer(s). However, we continuously request them and every effort is made to obtain Certificates of Analysis where available.
Return to topCan you provide SPC / PIL?
Yes, if these are made available by the manufacturer or the Product Licence Holder.
Return to topDo you provide English translations?
Translations are generally available, although this may incur an extra cost.
Return to topAre you able to provide full traceability of products that you have supplied?
Yes, we have top quality systems and infrastructure in place to provide full traceability reports at a click of a button.
Return to topDo you provide a product list?
We have a list of commonly sourced medicines available to healthcare professionals by registering to our imports (unlicensed medicines) client area.
Return to topDo you provide technical support for products that you have supplied?
Yes, our highly trained and experienced staff are able to deal with your technical enquiries. We also provide full after service support.
Return to topDo you apply Risk Management to the service and products that you supply?
Yes, we have robust procedures in place to deal with risk management in all aspects of our service provision. Our Standard Operating Procedures are regularly audited by the MHRA and the NHS.
Return to topWhy should I/we use your organisation to purchase imported unlicensed / named-patient medicines?
Durbin has a strong reputation for consistently "going the extra mile" and for providing service that is second to none. No stone is left unturned in sourcing your medicines and we are customer and patient focussed. Furthermore, we have trained and experienced staff that understand and thrive on the challenge of meeting your requirements. Hence, Durbin is the FIRST choice of customers for whom quality and consistency matter.
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