Customer Services
Customer Facilities – Surgical Hill Company
At Surgical Hill, we prioritize customer satisfaction by offering efficient, transparent, and professional service throughout every stage of the order process. From sample development to shipping and after-sales support, our goal is to deliver premium-quality products with ease, flexibility, and respect for your time and business.
Sample Order Policy
We understand the importance of product evaluation before bulk purchasing. Surgical Hill offers a flexible Sample Order Program designed to build trust and provide full product clarity before placing a final order.
Sample Order Terms:
All sample orders must be paid in advance, including shipping and handling charges.
A special discount equivalent to the value of your sample order will be applied to your first official order (discount value may vary based on order volume).
The sample cost may be refunded or waived (excluding freight) on your first confirmed commercial order depending on order quantity.
Most samples are produced within 5–7 working days, but lead time may vary depending on:
Product design complexity
Quantity of samples
Size variations requested
Order Policy
Surgical Hill operates with clarity and commitment. We ensure that each order is processed professionally and efficiently under the following terms:
All prices are quoted F.O.B. Surgical Hill Factory, Sialkot, Pakistan.
Freight, shipping, and handling charges are calculated based on order volume and destination.
Minimum Order Quantity (MOQ): 100 pieces per style (mixed sizes and colors accepted).
Orders are accepted based on:
Our standard article numbers listed on our website or official catalogs.
Customer-provided designs or counter-samples, which we can develop with fast turnaround.
All client-specific designs remain confidential and are never shared without written consent.
Payment Policy
Surgical Hill adheres to a simple and secure payment structure:
For orders below EUR 4,000, payment must be made 100% in advance.
For orders above EUR 4,000, payments are accepted via:
Advance Bank Transfer
Letter of Credit (L/C) at Sight
This policy minimizes banking and administrative charges for both parties and ensures secure transactions.
Client Privacy & Confidentiality
Client confidentiality is one of our core values. We proudly produce custom-designed products under strict non-disclosure practices.
Clients are encouraged to share drawings, technical specifications, or master samples for tailor-made production.
We sign exclusive agreements with key clients to ensure their designs and products are not shared or sold to any third party.
Warranty Policy
We stand behind the quality of our products. Surgical Hill provides a limited warranty covering manufacturing defects only.
In case of a defect:
Products will be repaired or replaced, subject to certain terms and conditions.
Claims must be submitted with clear evidence and within the stipulated warranty period.
Damage due to improper use, mishandling, or shipping incidents is not covered.
Shipment Modes
We offer reliable and fast shipping to global destinations using secure and well-reputed logistics partners.
Shipping Modes:
Courier (DHL, FedEx, UPS): 3–7 working days
Air Freight: 5–10 working days
Sea Freight: 20–45 days depending on destination
FOB / CIF terms available as per buyer request
Transit time excludes weekends and public holidays.
Customer Support
Our customer service team is always ready to assist you with:
Order tracking
Documentation support (invoices, packing lists, certificates)
Technical product inquiries
Custom order requests
We aim for complete transparency, open communication, and lasting business partnerships.
Partner With Surgical Hill
From product development to final delivery, we offer a smooth, customized, and professional experience. Your success is our commitment.