Shipping and delivery

Plain outer box or padded mailer, neutral sender details, no branding and nothing on the label that references pharmacy, fitness or medicine. It looks like any other small e-commerce parcel, because that is what we want the courier, the neighbour and the building concierge to see.

Inside, vials go into moulded foam or bubble sleeves with enough clearance that they do not touch each other, which is what stops glass from chipping at the neck during sorting. Blister strips go flat between card. Growth hormone and peptide orders ship in an insulated pouch with a cold pack, which keeps the contents under their stability threshold for roughly forty-eight hours in transit.

If you need a specific accommodation, say so when you order. Shared accommodation where a flatmate collects post, a building with an unreliable concierge, a workplace with a goods-in desk that logs deliveries: all of these are common and all of them can be worked around, but only if we know before the label is printed.

Payment confirmed before 14:00 CET goes out the same working day. After that it goes out the next one. Sundays and national holidays in the dispatching country do not count, which is worth remembering around the long weekends in May and at the end of December when the carriers themselves slow down.

Transit is two to three working days for Germany, Austria, Poland and Czechia; three to four for France, the Benelux countries and Italy; three to five for Spain and Portugal; four to six for Scandinavia, the Baltics and south-eastern Europe. Those are observed averages across our own shipments rather than carrier marketing figures, and they hold up most of the year except in the two weeks before Christmas.

We use DPD, GLS, DHL and PostNL depending on the origin warehouse and the destination. A tracking number is sent as soon as the carrier scans the parcel in, not when the label is generated, so the number you receive is already live.

Use an address where somebody can reasonably take a parcel during working hours. A private residence is the most reliable option, but workplace addresses and parcel lockers both work, and in several countries a locker is the better choice because it removes the handover entirely. DHL Packstation, InPost and the GLS and DPD pickup networks are all supported.

The name on the label needs to match a name that can receive mail at that address, otherwise some couriers will refuse to release the parcel. It does not need to be your legal name if your building accepts post under another one, but it does need to be consistent.

If a first delivery attempt fails, couriers inside the EU typically retry the next working day and then hold the parcel at a local depot for between five and fourteen days depending on the carrier. Nothing is returned to us during that window, so a missed delivery is recoverable. If the holding period lapses and the parcel comes back, we reship once at no cost provided the address was correct.

Tracking that has not moved for fourteen working days counts as lost, and at that point we repack and reship the entire order at our cost, to the same address or a different one. No investigation report is required from you and there is no partial credit: you get the order you paid for.

A parcel marked delivered that you did not receive is a different situation, because the carrier is asserting a handover that we cannot disprove from our side. We will supply the dispatch documentation, the weight record and the label scan you need to open a claim, and in practice these resolve in the customer’s favour more often than people expect. What we will not do is reship automatically on a delivered scan, because that is the single easiest thing in this business to abuse.

Damage in transit is handled on a photograph. Send an image of the carton as it arrived and the affected vials, and the replacement goes out on the next dispatch run without further discussion.