FAQ

Order

How do I find a specific item in the online shop?

By clicking on the "Search" field, which can be found behind the small magnifying glass, you can find the item you are looking for. Just write down the name of the product (e.g., Methyl B-12) and the article will be shown. Alternatively, you can also look at all products by clicking on “products” in the top bar.

How can I see if a product is available in the required quantity?

After selecting the article, further information, including the available amount of the product are presented on the product detail page. If there is only a small amount left, the exact number will be shown.

Do I have to get an account to place an order in the online shop?

If you place an order in the online shop, you will be asked to enter your personal data during the checkout.You can choose between opening a customer account or ordering as a guest. It is not mandatory to open a customer account to place an order.

However, a customer account offers the following advantages: You can save different delivery addresses for following orders, your shopping cart will be saved for your next visit and you get a summary of your last orders as well as the status of your current order.

Can I also order via phone or mail?

Our customer service will also happily to take your order via phone or mail. You can “get in contact with our customer service” at the bottom of the page.

Can I also order from abroad?

Yes, we ship our products within Europe. The prices may, however, vary from country to country due to different tax regulations in the respective countries (e.g. Germany 7%, Austria 10%, Denmark 25%).

How do I know if my order has been received?

After we have received your order, we will immediately send you a confirmation to the e-mail address you placed during the check-out.

If you cannot find the e-mail in your inbox, please also check your spam folder.

Personal data

Where can I look at, change, or delete my personal data?

You can look at your customer account at any time in the "Your Account" area by clicking on the “person” in the top bar. There you can change your personal data or review current and previous orders.

To get a customer account, enter your e-mail address and password when you register. When ordering as a guest no personal data will be saved in our online shop.

I forgot my password. What can I do?

When logging in, click on the "Forgot your password" instead. You will be asked to enter your email address. After clicking the “Send Reset Link” button, we will send you an e-mail with a link to change your password.

How will my personal data be handled?

Your personal data will be treated confidentially and not passed on to third parties. Your data can be deleted at any time. You can “get in contact with our customer service” at the bottom of the page and send us a request to delete your customer account and personal data.

Shipping and delivery

What are the shipping costs within Germany?

Standard shipping within Germany costs 4,50 €. From an order value of 49.90 € and more, shipping within Germany is free.

With which provider will my shipment be delivered?

We ship your order within Germany and Europe with DHL.

Is it possible to have the product delivered on a specific date?

Unfortunately, for logistical reasons, it is not possible to send your order on a specific date.

When can I expect my products to be delivered?

The delivery will be made within 1 to 4 days in Germany and within 5 to 7 days in Europe.

How can I track the status of my delivery?

As soon as your DHL parcel leaves our warehouse, you will receive a shipping confirmation via mail. The e-mail contains the tracking code (a combination of numbers and letters to identify your parcel at DHL) to track the status of your delivery. You can enter the tracking code and review at the progress of your delivery by clicking on the link in the mail.

If you have not received an e-mail, please also check your spam folder.

Can I also have parcels delivered to a packing station?

Yes, our service provider DHL also delivers to a specified packing station. Please enter the station in the address field. A customer number is also required.

Can I have my order delivered to a different address?

During the check-out, you can specify a delivery address that differs from the billing address.

Which countries do you ship to?

We deliver within Europe, but unfortunately not to Turkey.

What happens if I am not at home when the delivery is made?

If our service provider does not meet you, DHL will hand the shipment to your roommate / neighbors in return for a confirmation. If the parcel could not be delivered to a replacement recipient, you will receive a notification card with which you can pick up the package within seven working days at the specified shop. If the DHL package is not picked up within the storage period, it is considered undeliverable and will be returned to us.

Payment

What are the payment options?

You can choose between the following methods of payment: Prepayment / bank transfer, PayPal, credit card via PayPal Plus, direct debit via PayPal Plus.

How do I get an invoice for my order?

You will receive the invoice as a PDF via mail after you placed the order in our shop.

What does prepayment mean?

If you choose prepayment as your method of payment, you will receive an order confirmation (with product and shipping costs) including our bank details after you placed an order our shop. You can transfer the amount, stating your order number, within the following 14 days. As soon as we received the payment, we will ship the products.

Do I have to pay the shipping costs twice if I place two orders in one day?

No, if the goods have not left our warehouse, we will ship both orders in one parcel and only charge the shipping costs once.

How are product reviews verified?

Only customers who have ordered a product are allowed to write a product review from at least 6 days after the completed sale up to 90 days thereafter. According to the the data protection regulations each reviewer has to give consent explicitly to publish his review, even if he is registered as a customer.

Your questions were not answered?

If you have any further questions, we are more than happy to help you. You can “get in contact with our customer service” at the bottom of the page.