We ship worldwide, except to countries with an in our long experience unreliable postal service, disproportionally high fraud or libel percentage or excessively high support burden or other disproportionate risks or unpleasant issues or -behavior. If a country is not in the list of supported destinations when you check out, we do not ship to that country and we do not make exceptions. We cancel and refund orders that appear to use a mail forwarding service as the shipping address.

 

Customs fees

Our shipments incur customs fees to Norway and Brazil and perhaps some other non-EU countries, and they do incur VAT, charged by Customs in non-EU countries that have VAT, such as Canada. Please note that customs fees, customs duties and import tax are not the same as VAT. Since we ship from Europe, European customers do not deal with customs at all, and we charge the EU-VAT. Customs delays occur sometimes in case white powders are ordered, such as vit. C, Chloramine-T or Pythium oligandrum. The customer agrees to pay custom fees and VAT, when applicable.

 

Customs confiscations

Customs confiscations are extremely rare because our store does not allow prohibited items to be shipped those countries. In case of confiscation, we will refund.

 

Shipping time

It is impossible to say how long a shipment will be in transit for the dozens of countries we ship to. The US sometimes has enormously long (up to three months) transit breakdown delays in the cold months of the year, for example. While misrepresenting the tracking status as "Origin Post Preparing Shipment". Always count on at least two weeks. Three weeks is a good rule of thumb, longer when there are public holidays in between or there are severe weather conditions or strikes in your country. How long your customs inspection and postal service needs to process and deliver the shipment depends on many factors that are constantly varying. US customers can only get a refund for lost shipments after three months have passed, due to the yearly USPS delays that USPS always falsely blames on the sending party. Most other customers need to wait six weeks, because that is the limit where the postal services will do an inquiry. Canadian Customs can cause three-month delays and Australia Post can need two months to deliver a package. However at our discretion, when we think the package should have arrived already, based on current customer feedback from those countries, we refund sooner, usually around the 6-weeks mark.

Shipping method

We use priority international airmail for all shipments, and some shipments are sent REGISTERED, which does not necessarily means it is trackable but only means we can prove shipment as well as delivery. We ship from two locations in the Czech Republic. We do not offer any other type of shipping method than itl. priority airmail and our store decideds automatically whether it's sent registered or not and whether you are charged for that or not.

Delivery guaranteed

We guarantee that you will receive your order. The only exceptions are when the address specified is not 100% complete and 100% correct *and* the shipment *also* disappears (never returns to us), or when you shipped to a 3rd party such as the reception desk of a company and your postal service claims it was signed-for. In case of a missing order, we may require you to wait from 4 to 12 weeks before we refund, and we reserve the right not to ship to that address anymore. US customers will in the most extreme cases have to wait for 12 weeks before we can refund, due to possible extreme USPS delays. USPS sometimes misrepresents the tracking status and claims the shipment is still in the originating country when they did niot scan it in yet. Our customers agree never to file payment disputes for trasit delay issues.

Cost and method of shipping

We send everything with trackable International Registered Priority Letter Airmail and for Australia and Canada with trackable International Registered Priority Parcel Airmail, since their postal services do not provide tracking for Letter airmail. Shipping to these two countries is therefore relatively expensive, since we have to send everything trackable becasue our customers expect it and we need to be able to prove that a shipment has been sent and esp. received in case of a payment dispute. Using a tracked service also enables us to provide a detailed estimation of the transit time, and to wanrn the customers via SMS and email when their shipment is about to be delivered or should be picked up at the post office.

Tracking

Everything we send is shipped tracaable. We will email you three tracking links: That of our own postal service, that of your postal service and that of the International Postal Union. These links are also available under your "Previous Orders" in our store. Of course you can always ask us to provide them to you again.

Orders are shipped three times a week

Emails

We always send you an order confirmation email as soon as your order was received or your payment cleared and we always send a dispatch confirmation email when we have mailed your order. If you do not receive the order confirmation email within a short time after ordering and the dispatch confirmation within at most two business days, contact our dispatch coordinator via  our support ticket system.

Returned packages & refunds

All our sales are final and after we've already shipped, we NEVER refund for reason of the customer having changed their mind, also not when they offer to send the item back at their expense. Merely the act of demanding this is considered by us to be extortion (with the implicit threat of a chargeback, which is credit card fraud and thus an offense) and we publicly blacklist people who commit extortion so no NOT ask for this!

The buyer is responsible for picking up a tracked shipment, but we will refund when shipments return as undelivered due to the customer providing an incorrect address or not picking it up at the post office, but we will then only accept further orders when the customer refunds us for the lost cost of shipping and any Customs re-import fees, which are very substantian in case of the package returning from outside the EU.