When will I receive my order?
You can find the estimated delivery date for your order in your confirmation email.
The estimated dispatch date for each individual product can be seen directly on the product page of our website. The estimated delivery date for your entire order can be seen in your shopping basket as soon as you've added your delivery address and selected your preferred shipping company.
Please note that our parcels are dispatched from our warehouse in Austria. For this reason, parcels are not processed and do not ship on Austrian public holidays. Our customer care team is also not available on Austrian holidays. We'll be back, newly energised, after the holidays are over.
My parcel has disappeared. What should I do?
Please check the status of your order again via your order confirmation. If you see the status "Delivered" in your order, you should have received a notification card from the delivery service. Your parcel may also have been delivered to a neighbour.
If your order still hasn't turned up, please write us using the contact form. We will do our best to find your parcel and, if needed, will contact the delivery company to request an investigation.
My parcel arrived damaged. What should I do?
We're so sorry if your parcel was damaged in transit!
Were any products in the parcel damaged?
Please take pictures of any damage to the outside of the parcel as well as any damage to the products immediately. Be sure to keep the damaged items and the damaged parcel. We need these items for the compensation claim. Report the damage here.
Are the products you ordered undamaged?
If only the packaging itself has been damaged, and you want to return something, you can simply use different packaging for the return shipment.
If your parcel is visibly damaged upon delivery, please choose the option to accept the parcel with reservation and sign. If this option is not available, please do not accept the parcel.
Our Packaging
We care about the environment! Our packaging material is completely plastic-free, and a very high percentage is also made of recycled material. We occasionally do reuse packaging materials that we receive from our suppliers. These materials may be made of plastic. Thank you for understanding that reusing materials whenever possible is important to us, as it greatly reduces waste.
Delivery Services
Our delivery services always try to deliver your order as quickly as possible. Nevertheless, please understand that there may be delays in delivery from time to time, mostly due to weather or traffic conditions.
DHL Express
In United States, your parcels will be delivered by DHL Express.
If you order by Thursday 13:30 o'clock and the ordered products are in stock, your order will be processed the same day. Delivery takes place in 3 business days after dispatch.
You'll receive a confirmation email directly after you've completed your order. On the evening of the day of dispatch, you'll receive a dispatch confirmation email with your personal tracking number. You can use your tracking number to track your parcel.
The estimated delivery date of your order will be displayed next to each product on our website, as well as in your shopping basket.
Express Delivery
The additional costs that may be incurred are calculated independently of the shipping costs.
DHL Express
| Country | up to 1 kg | up to 2 kg | up to 5 kg | up to 10 kg | up to 20 kg | up to 30 kg | up to 70 kg |
|---|
| United States | $ 26.66 | $ 27.21 | $ 35.91 | $ 82.16 | $ 143.65 | $ 215.47 | $ 409.72 |
If the order exceeds 70 kg, the cost of the additional weight is added. This means that if the order weighs 80 kg, the cost is the sum of 70 kg plus 10 kg. For example, if the order weighs 143 kg, the amount to be paid is the cost of 70 kg plus 70 kg plus 3 kg.
In addition to the standard shipping methods, in cooperation with our logistics partners, we offer you the option of express delivery. Products that are in stock and ordered by Thursday 13:30 o'clock can be sent by express delivery at your request. This means that you will receive your parcel in all European conurbations on the very next working day!
Products that are not in stock can also be sent by express delivery. Delivery will be made as soon as the products are in stock.
You will find the option for express delivery in the ordering process. (Unfortunately, this service is not available for all countries.) The surcharge for express delivery can vary depending on the delivery location.
Customs Clearance
Customs Clearance in Third Party Countries
Orders shipping to countries outside the EU are liable for VAT and custom duties. As the customer, you're considered an importer and must pay for any additional fees that are incurred through customs. We don't have any influence on these fees and are not able to predict what they will cost in advance.
Special Shipping Methods
Additional costs will be charged for shipping certain items due to their properties and the special handling they require. Additional charges that may be incurred are calculated independently of the shipping costs.
This information is displayed on the product information page.
Forwarding Agent
If you find a product that will be shipped by a forwarding agent, you can rest assured that it will be packed with the utmost care. In such cases, a special service is provided to ensure that the forwarding agent meets you in person to hand over the goods. The forwarding agent will contact you by telephone and arrange a delivery date with you. We, therefore, request that you provide us with a telephone number where you can be reached.
Furthermore, please note that the forwarding agent is only obliged to make the delivery to the curbside of your address. From this point on, the goods are considered to have been delivered and handed over to the recipient.
We ask that you keep this in mind on the day of delivery and make arrangements to transport the goods yourself from here on.
Bulky Goods
Items are classified as bulky goods if they require special shipping due to their size or weight. Due to these factors, such items require special handling during the shipping process.
Refrigerated Shipping
Refrigerated shipping will be used to transport all items that need to be refrigerated in our warehouse as well as during transport. This allows us to ensure that the products are fresh and in good condition when you receive them.
Special Shipping Methods and Handling Costs
Our range also includes products that require special care during the packaging and shipping process. Therefore, additional handling fees are charged for the dispatch of these products. These fees depend on the weight of the consignment:
Up to 30 kg: normal handling fee
30.01 to 60 kg: double handling fee
60.01 to 90 kg: triple handling fee
and so on.
The amount of the fee varies depending on the destination country. You can see the exact amount of the shipping costs on the product description page, in the shopping basket and at the end of the checkout process.
