CONTACT US: +44 (0) 1245 350822

Mon to Fri 9 AM - 5.30 PM

View our latest COVID-19 customer update

Coronavirus Information for our Customers

Phoenix Medical Coronavirus Information for Customers

During this difficult time, we have made some changes to help us deal with the coronavirus outbreak and the effects it has on our business.

We are following government guidelines on how to operate our business during the coronavirus (COVID-19) outbreak. Any changes that affect our customers will be updated on this page.

Opening hours

We have now reverted back to our usual opening hours of Monday - Friday 9.00am - 5.30pm, excluding bank holidays.

You can still contact our customers service and sales team by calling +44 (0) 1245 350822 or emailing

Please note that some of our staff have been furloughed to allow more of our team to stay at home. We are running a skeleton business, so please be aware that customer service response times by phone and email are limited. We will endeavour to respond to your query as soon as we can.

Collecting orders from our office

Orders may be collected from our office, but non-contact pick-up is mandatory. No customers will be permitted to enter our office building. We will also require payment in advance via our online payment gateway on our website or by telephone. Please let us know when you will arrive and we will ensure your parcel is left outside for your arrival. This will help to ensure the safety of our staff and customers.


We are still dispatching orders, but it may take us a little longer than usual. The majority of our orders will be dispatched within 1-3 working days. Large orders (over 30kg) may take up to 7 days to be dispatched.

Maximum Order Quantities

As the majority of our goods are imported from China, our supply chain was impacted due to the national lockdown in China in January and February 2020. China has now resumed manufacture of many goods including acupuncture needles and herbs. We had imposed maximum order quantities on various products to curb potential stock shortages and to ensure that there is enough to go around the Chinese medicine community here in the UK and Europe. We have now replenished our stocks with emergency herbs which were imported by air at the end of March. Maximum order quantities for popular herbs are now restricted to 3 units as opposed to 1 unit per order.

Domestic Deliveries (UK)

Our main UK courier is DPD and they are operating as normal. All orders are sent on a next working day service, unless requested otherwise. DPD reported that although demand for their delivery services are at their highest ever, their service is on time for 99.9% of parcel deliveries as there is 75-80% less traffic on the roads.

International Deliveries

We use DPD for international deliveries and there are several restrictions in certain regions and postcodes. Click here for a list of countries with current delivery restrictions. Visit the DPD website COVID-19 bulletin for more information.


We regularly write about topics that impact acupuncture and herbal medicine, particularly in this exceptional situation. Visit our blog here.

Last updated 11th May 2020