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FAQ
My order has not arrived.
If your order has not arrived within 60 days have passed from the dispatch date (date of the first tracking information line) please write to our Customer Support and we will start an investigation with the carrier to confirm a seizure or loss and reship your package.
Please note that we cannot intervene before 60 days have passed from its dispatch date. These are the international post regulations in terms of time limit for a complaint or investigation to be launched.
Also please be aware that your order can have more than 1 package and tracking number. Usually we ship 1 package per warehouse and thus the tracking number count usually follows the warehouse number.
Related questions
How can I track my package?
When will you ship my order?
My package has been ready for carrier but I don’t have a tracking number.
What are my delivery options?
Can I choose expedite shipping services like UPS, DHL, Fedex?
How much is the shipping cost?
How long does delivery take?
My country is not on the list.
Should I use my real name in the address?
My tracking number does not work.
My package is sitting in the origin country/ has a status “Label created” or “Preparing to dispatch”.
I have missed my delivery... / My tracking number has Alert/Failed delivery attempt status.
My package is being returned to sender.
Can you ship to PO box, APO addresses?
Can I change my delivery address?
Are your packages discreet enough?
Do you require a signature?
My package is being held in customs.
What if my package will be seized? Can my address be flagged?
Do you ship HGH/HCG frozen?
My Package is sitting in California
Do I need to pay taxes if I order to EU? Do you provide invoices?