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

All of our staff have now returned back to work and we are operating as normal. 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.

Sanitation and hygiene

Since the beginning of the pandemic, we have put increased hygiene practices in place to ensure safety of our staff and customers. We have placed hand sanitisers and made hand washing facilities accessible to all of our staff. All members of staff are required to keep a safe social distance from one another. Although we have taken many precautionary measures in our office and warehouse, we cannot guarantee there will not be any transmission of bacteria or viruses via the transport of our parcels as we use a third-party courier. Please ensure that you use an anti-bacterial spray or wipes to disinfect parcels and products upon receiving them. 


Personal Protective Equipment can be purchased from our website and these items are exempt from VAT until the 31st October, as per Government guidelines.

Maximum Order Quantities

There are no longer order restrictions on herbs as we have plenty of stock for practitioners in the UK and Europe. We have only imposed a maximum order quantity of 1 box of medical gloves per customer as there is currently a worldwide shortage. Please be mindful when purchasing products that are in short supply and ensure that people who really need them have access to them.

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 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 13th July 2020