Free shipping from €50 (NL) or €250 (International)
Frequently Asked Questions
Payment
What payment options are there?
You can pay via bank transfer or crypto, and you can select your preferred option at checkout. Bank transfer: Please be sure to include your order number in the payment notes.
How can I pay for my order?
Go to your account and click “Orders.” Find the order you want to pay for and open it. Then click the “Pay for order” button in the top right corner. Here you’ll find the payment details for your order.
Have you received my payment?
You’ll see your order status change to “Completed” once we’ve received full payment. Crypto payments are typically received within 24 hours (on business days). Bank transfers are typically received within 1-5 days (depending on your country). If an order remains unfulfilled within 5 business days of payment being sent, please contact us with information about the amount shipped, the name you shipped from, and the bank you shipped to.
Do you need a payment confirmation?
We do not require payment confirmation; we will proceed with the order once payment is received.
I sent the wrong amount, what happens next?
If you’ve sent too much money, we’ll deposit the excess into your wallet. If you haven’t paid enough, you’ll receive a notification about the amount you paid for the order. Once full payment is received, the order will be shipped.
Why do I have to agree to the terms and conditions to complete an order?
Because we want our customers to be aware of what they are buying and what the products are intended for.
I have already paid but I still receive a reminder by email?
Make sure the order number in the email matches the order you paid for. If you (accidentally) placed multiple orders and only paid for one, the system will not yet have processed the others, and you will receive a reminder. You can ignore it. If you placed only one order but still receive the reminder, and you have a tracking number and the order status is completed and shipped, you can ignore the reminder.
When will payments be updated?
Payments are updated every business day. Please take into account the processing times and opening hours of various banks. After making the payment, you don’t need to open a ticket. If your payment hasn’t been processed after 5 business days, please contact us.
Where can I find the payment details of my order?
You can find the payment information in your account. Go to your profile, go to “Orders,” open the correct order, and click the payment button. You’ll then see the payment information.
Dispatch
When do you ship?
We ship the same business day after receiving full payment, which must be before 3:00 PM. If payment is received after 3:00 PM, the order will be shipped the next business day. Orders paid on weekends and/or holidays will be shipped on the first business day after the weekend and/or holiday.
Do you ship express to my country?
If the option is not available, we will not ship express to your country, we will not make any exceptions.
When will I receive my tracking number?
You will receive your tracking ID before 5:00 PM on the day your order ships; it will be visible in your order history. If you receive your tracking ID on a weekend or holiday, your order will ship the next business day.
My tracking isn't working?
If you receive an error message about the incorrect postal code, please check again later. We provided the correct postal code. It can take a while for a tracking ID to become active; they are usually active the next business day. If the tracking ID is still not active after two business days, please contact support.
My tracking isn't moving, is the package lost?
Tracking can be slow, so don’t worry too much; your order is likely still on its way to you. We always wait 14 days after the last movement of the tracking ID before considering a package lost. In this case, we will find a suitable solution.There's something wrong with my delivered package, what should I do?
If the package is damaged or looks like someone has opened it, take some photos. Then, create a support ticket. If any of the contents are missing after opening, take some photos. Then, create a support ticket. If you are missing a product, received the wrong product, or didn’t receive enough, make sure you take photos and that the photos are of the product in its original packaging. Then, create a support ticket.
I see you don't ship to my country, can you make an exception?
No, we do not make an exception.What shipping options do you offer?
We offer tracked shipping with various couriers. You can choose which options are available depending on your country. Click here for all options and detailed information.What is your resending policy?
We will resend orders that are not delivered due to our error and/or the courier’s error. We will not resend orders due to: – Errors made by customers providing incorrect information (so it is your responsibility to ensure the information you provide is correct; if you use a collection point, please ensure you specify which courier delivers there) – Failure to collect your package from a collection point – Orders lost because customers have changed their delivery destination.
Can you change the courier?
We can change the courier as long as you haven’t received the tracking ID, after that it’s no longer possible.
Shopping
Do I need to log in to order on your website?
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Yes, you must log in to complete the order.
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How do I place an order?
Go to our products and select what you want to order. Select the correct quantity and click “add to card.” Go to your card. Review the order, select the country, and continue: click “continue.” Enter the correct shipping information and choose your payment and shipping method. Click “confirm.” Follow the instructions for which bank account to send the funds to (do this manually from your bank) or follow the instructions from Coinpayment to send a crypto payment (directly via the Coinpayment website).
Can I request samples?
No, we do not give out samples.
Can I cancel an order and get my wallet money back?
Yes, we can cancel and delete your order and your wallet money will be refunded to your account.
I have already paid but I want to cancel my order?
You can send us a message about this to contact us. If possible, they will refund your money to your wallet. However, if the order is already being processed, we can no longer cancel it.
What products are on sale next week?
The weekly sale is usually announced on a Tuesday and the products are decided on that day, so we don’t know what will be in the upcoming sale.
I entered the wrong address, can you change this?
If the order hasn’t shipped yet, we can still change it. Once it’s shipped, we can’t change it. It’s your responsibility to provide us with a correct shipping address, so please be careful when entering your information.
Account
I'm trying to create an account but the website says the password isn't strong enough, what should I do?
The best thing you can do is use Google to find a random password generator and have them generate one for you. They’re usually strong enough to create an account. If that doesn’t work, please send us a message via the contact us page.
I'm not receiving emails from you, what should I do?
Check that the email hasn’t ended up in your spam folder and ensure our emails aren’t marked as spam. You should then receive our emails. If you still aren’t receiving them, please send us a message via the Contact Us page.
I forgot my password, what should I do?
You can click the “forgotten password” link on the login page. This will take you to a page where you can enter your email address to receive a code to reset your password. If this doesn’t work, you can use the “request to admin” link on the same page. We will then reset your email address and send you the link.
I want to delete my order history, what should I do?
Unfortunately, we can’t delete your order history individually. If you’d like us to do this, we can delete your entire account. Please note that this means losing all your data. You’ll also lose your loyalty program progress and wallet funds. Account deletion is permanent; we can’t restore your account.
Support
Is your customer service always online?
No, we are not always online, so if you ask a question outside office hours, it may take a while for it to be answered.I asked a question and it hasn't been answered yet.
This could be due to several reasons, for example: Your question was not in line with our company policy. Your question was directed to the wrong department. “Contact Us” is for general questions, “Support Ticket” is for questions about your order. The answer to your question is already in the FAQ. The question was not in English; only questions in English will be answered.
Products
Do you have product X?
If the product isn’t on the website, we don’t have it.
Can you stock product X?
We can’t give a definitive answer to this question. We’re willing to stock some products but they’re currently unavailable, and we don’t want to stock others. We will never stock prohibited products.
What is the purpose of your products?
Our products are for research purposes only. They are not intended for human or animal consumption. If you (unintentionally) consume these products, it could have serious medical consequences.
General
Do you have any other websites?
No, this is our only website.