Delivery Policy
General
We usually ship orders within 24 hours; the maximum period is 48 hours after the order gets the status Approved. Parcels are shipped out only on business days, so all orders approved on weekends and during holidays are shipped on the first working day. Unfortunately there are high seasons for the postal service during major holidays (especially Christmas and New Year) during which we cannot guarantee fast and timely delivery. We also cannot assume responsibility for delays caused by to severe meteorological conditions, strikes of personnel, long customs control and other unexpected reasons.
We ship orders to the address marked by the customer as the shipping address. If your billing and addresses differ, unmark 'use my billing address as shipping address' on the checkout page and enter the new address.
All orders come in plain ziffy envelopes, large orders are shipped in boxes. The contents of the parcels are not stated on the package.
We are constantly improving our shipping service. We are always adding new delivery methods that help you receive your goods faster and cheaper. Since our products are shipped from different countries there are many different shipping methods. You can get additional information about shipping of particular products from our Customer Support Service.
Reshipments
If you didn't receive your order you have the right to ask for a refund or free reshipment.
Free reshipments are guaranteed if you didn't receive your order within the delivery period (and if the order didn't reach your local post office). And you also have the right to get a free reshipment if somehow we send you a wrong product (a different one from the product you actually ordered) and the product came in poor condition so it cannot be used.
However you won't get a free reshipment if you didn't meet the courier or pick up the order at your local post office and/or spoiled the product yourself (didn't provide required storage conditions).
Cancellation
We understand that sometimes our customers have more urgent purchases and have to cancel their order; however we cannot cancel your order when it was approved and/or forwarded for shipping. If you decided to cancel your order, please, let us know as soon as possible.
Restrictions
Please be aware, the following substances are not allowed to be imported to the following countries:
Australia Supplements containing hemp oil, egg yolks, dairy, MSM, DHEA, Melatonin, bee pollen, bee pollen as a powder, banana, Hoodia, Kava, Camu Camu powder, Cordyceps powder, products with hormones such as Pregnenolone, HGH or 7-Keto and some products containing enzymes. Dried beans, lentils, products for pets, and rice each require an import permit. Any product in powdered form may cause customs to quarantine an order or assess extra fees. For information about prohibited and restricted products please visit: Biosecurity Import Conditions System (BICON)
Austria Melatonin (N-acetyl-5-methoxy tryptamine), meat and milk products and more than 2 kg of baby milk powder or baby food.
Belgium Melatonin (N-acetyl-5-methoxy tryptamine), meat and milk products and more than 2 kg of baby milk powder or baby food.
Bulgaria Hoodia, meat and milk products and more than 2 kg of baby milk powder or baby food.
Canada DHEA, growth hormones, Vitamin K. In general, a maximum of a 90-day supply of supplements is allowed for import into Canada.
Croatia Hoodia, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Czech Republic Meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Finland 5-HTP (5-hydroxytryptofaan), Cat's Claw (Uncaria Tomentosa), DHEA (Dehydroepiandrosterone), Purple Coneflower (Echinacea Purpurea), GABA (Gamma Aminobutyric Acid), Ginkgo Biloba (Maidenhair Tree), Ginseng, Glucosamine, Hoodia, Kava Kava (Piper Methysticum), Melatonin (N-Acetyl-5-Methoxy Tryptamine), Milk Thistle (Silybum Marianum), Saw Palmetto (Serenoa Repens/Sabal Serrulata), St. John’s Wort (Hypericum Perforatum), Yohimbe (Yohimbine), meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
France DHEA (Dehydroepiandrosterone), Creatin (Creatine), Hoodia, Melatonin (N-acetyl-5-methoxy tryptamine), Progesterone, Yohimbe (Yohimbine), raw seeds, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Germany 5-HTP (5-Hydroxytryptofaan), DHEA (Dehydroepiandrosterone), Hoodia, Kava Kava (Piper Methysticum), Melatonin (N-acetyl-5-methoxy tryptamine), Acetylcysteine (N-acetyl cysteine) 1,000 mg, Progesterone, Yohimbe (Yohimbine), other hormones such as DHEA and Melatonin, meat and milk products.
Greece Meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Hungary Products containing hormones such as DHEA and Melatonin, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Ireland Whey proteins, 5-HTP (Hydroxtryptophan), Ginkgo Biloba (Maidenhair Tree), DHEA (Dehydroepiandrosterone), Hoodia, Melatonin (N-acetyl-5-methoxy tryptamine), Pregnenolone (P5), St. John’s Wort (Hypericum Perforatum), Yohimbe (Yohimbine), meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Italy DHEA (Dehydroepiandrosterone), Melatonin (N-acetyl-5-methoxy tryptamine), Progeseterone, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Japan Products containing aloe, vanilla, rice, grains, nuts, seeds, raw beans, hemp (hemp) other than kelp, hoodia, aloe vera, pet products , Meat products (including jerky, extracts), milk products, DHEA, and foods or beverages (atherolol, atomoxetine, adrafinyl, aniracetam, etiracetam, oxyracetam, dihydroergotoxin mesylate, somatropin (genetical set) , Basopressin tannate, thianeptin, desmopressin acetate hydrate, nadolol, nicergoline, nimodipin, nefiracetam, vinposetin, piracetam, frosemide, bromocryptine mesylate, pramiracetam, pregnenolone, propranolol (excluding external preparations), propranolol. Those containing hydrochloride, levetiracetam). Special permission for kelp: Sea Tangle Noodle Company, Kelp Noodles, 12 oz. (340 g); (up to 14 per month). A total of up to 10 kg (22 lbs) of food (including supplements, protein drinks, etc.) is the weight permitted for personal import purchase. Items only allowed for one month's purchase: Estrogen (supplement), 7-Keto / 7-Keto DHEA. Products that are only allowed to be purchased for 2 months: melatonin, yohinbe, 5-HTP, caffeine, taurine, potassium iodide (Potassium Iodine / Iodide). In some cases, the excess may be confiscated when it enters Japan, or it may be removed and delivered before shipping to Japan. Up to 24 items in the cosmetics category (including shampoo, conditioner, soap, toothpaste, etc.) for each category. Customs duties and other taxes are levied by Japan Customs when importing sugar and sweeteners (including maple syrup, agave nectar, etc.) regardless of weight or quantity. If the weight of sugar or sweeteners exceeds 1 kg (2 lbs), customs duties and other taxes will be levied and additional documents will be required by Japanese Customs. Please note that 50% duty will be levied on Raw Honey if the order amount exceeds the tax exemption range (15,500 yen or more). Items may be subject to customs inspection and it may take some time for customs clearance.
Luxembourg Meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Malaysia DHEA and products containing poppy seeds and hemp.
Malta Meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
New Zealand GABA, Melatonin, DMSO, DMAE, Pregnenolone, Vitamin D (when greater than 1000IU per daily dose), Zinc (when greater than 25mg per daily dose), Lithium, Tryptophan (when greater than 100mg per daily dose), Selenium (when greater than 150mcg per daily dose), L-Dopa, Yohimbine, EDTA, Adrenal extract, Pituitary extract, Synephrine (when greater than 30mg per daily dose); Phenazopyridine and Progesterone cream, Dried Meat products, Honey, Whole Grain, Pet remedies/food/supplements/shampoos, Seeds for sprouting. For more information on the specific requirements and paperwork, please visit: www.mpi.govt.nz
Poland Meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Russia Hemp seed, Kava, raw seed, raw nuts.
Singapore DHEA and products containing poppy seeds and hemp.
Slovakia Meat and milk product and quantities larger than 2kg of powdered infant milk or infant food.
Slovenia Hormones such as DHEA and melatonin, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Spain Hoodia, meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Switzerland 7-Keto DHEA (7-Keto Dehyfroepiandrosteron), DHEA (Dehydroepiandrosterone), Ecdysterone, Kava Kava (Piper methysticum), Melatonin (N-acetyl-5-methoxy tryptamine), Pregnenolone (P5), Progesterone, Yohimbe (Yohimbine), meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
Great Britain 7-Keto DHEA (7-Keto Dehyfroepiandrosteron), DHEA (Dehydroepiandrosterone), Hoodia, Kava Kava (Piper methysticum), Melatonin (N-acetyl-5-methoxy tryptamine), Pregnenolone (P5), Whey Protein, Yohimbe (Yohimbine), meat and milk products and quantities larger than 2kg of powdered infant milk or infant food.
