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FREQUENTLY ASKED QUESTIONS:
WHEN WILL MY ORDER SHIP? WHO SHIPS MY PARCEL?
HOW LONG WILL MY ORDER TAKE TO GET TO ME?
Usually the order will leave our Apotheke in Germany within two business days after placing your order (the Apotheke is closed on the weekends).
There will be a delay if any of your items are out of stock and/or have to be special ordered. You will be notified if the delay is longer that 7 days. We will email you to ask if you’d like to wait or if you’d like us to cancel and refund your order. Please note: once your order is placed we can not refund it while waiting on your products from the manufacturer. At the time we order your product from the manufacturer the money is already in use.
- If the items you have ordered are no longer available in the ordered quantity (for example 30 tablets) , our employees will always try to provide you with a replacement of smaller quantities (3 x 10 tablets= 30 tablets) that add up to your required quantity. Occasionally manufacturers change names of products or change the look of the outside packaging but keep the same ingredients (same Product number). Please contact us with any questions. Thank you for your understanding.
Shipment from our Apotheke is by Deutsche Post (International Air Mail when outside Europe).
Shipping time can be anywhere from two to eight weeks depending on the season and country (we can not offer expedited shipping). Packages are frequently received in two weeks.
We often split heavy shipments into two or more smaller packages which may be received many days apart. You will be notified with multiple tracking numbers at the time of shipment.
WHAT ABOUT CUSTOMS?
Please note that customs inspections and your country's Postal Service can delay a shipment and that this is beyond our control.
By placing your order, you accept the (rare) possibility of a delay by several weeks or total loss. Loss is rare but possible. Customer assumes all risk of loss. You have the option of insuring the shipment.
HOW DO I KNOW MY ORDER HAS BEEN RECEIVED?
HAS MY ORDER SHIPPED?
WHERE IS MY TRACKING NUMBER?
When your order is received by us, you receive an e-mail confirmation to the EMAIL you entered when placing the order. You will also receive a notification when the item is shipped. This email will contain your tracking number and instructions on how to track your order.
Important: The tracking number on your shipped confirmation email is NOT a link! You must follow the directions below the tracking number on your shipping confirmation email!
If you do not see your confirmation or status emails in your INBOX, please check your SPAM or TRASH folder. Some internet providers will identify any email addresses that are not part of your CONTACTS as spam or trash. If you have found then in these folders, it is very important that you add our email to your Contacts. Future emails from us should then arrive in your INBOX.
If emails from us are not in any folder, this means only one other thing: The email entered at time of checkout had a mistake. You can change this email by logging into your account on our site or contacting us.
Please note: Some countries do not participate in the electronic tracking system (EMS), and electronic (website) tracking may end at the border of your country.
When inquiring about tracking your parcel by contacting our customer service please remember, we can only see the same information as you when tracking your order! If you have questions regarding where your parcel is or what the delay may be (after tracking your order), you must go to your postal service or customs with your tracking number. We as the shipper can not contact them on your behalf. They will not help us.
For your peace of mind, you can purchase insurance at checkout.
If you purchase insurance and your shipment does not arrive within the time frame set by the international postal regulations (8 weeks normally, 12 weeks during our current COVID-19 situation), you will receive a replacement or refund. However, if it is established that shipment is delayed by your country's customs, an insurance claim can not be made. In most cases the parcel is eventually processed by your country's customs.
CAN I RETURN MY PRODUCT?
Because of the nature of the products we sell, shipments from Germany to all countries can not be returned! German customs will refuse the parcel back into the country and will return it to you!
If you are not sure, before you return anything, just write an e-mail to email@example.com.
Regarding your orders' personal information:
- Please check your personal details regarding the email address, delivery address and the desired items thoroughly BEFORE placing your Order. This avoids mistakes and, therefore, unnecessary additional work by you and us. IF we need to communicate with you, we will do so by email. Please make sure your email is VALID and check your spam in the case our emails land there! (you can add our email address to your contacts to avoid this)
OUR REQUEST TO YOU our VALUED customer:
- Avoid unnecessary emails and telephone inquiries to our customer service such as questions regarding when your order will ship (it will ship as soon as possible, we promise!)... almost all answers can already be read on our website. Also, please use common sense. Please inform yourself, be patient and understand we are doing the best we can to serve you. We really appreciate your consideration.
We are all dealing with some interesting times. Please know as a collective people we must be in this together and practice patience more than ever, in all areas. Thank you for allowing us to serve you even as things are changing daily in our world. We appreciate you.