Shipping & returns

Orders are typically processed within 1–2 business days of payment being confirmed. Once your order ships, you receive a confirmation email with a tracking link.

Deliveries are carried out by DHL Express, a fully tracked courier. Within the EU, delivery typically takes 1–3 business days from dispatch; other destinations may take longer. These are estimates, not guarantees — delivery times can be affected by customs processing and other factors outside our control.

We currently ship to the destinations offered at checkout; coverage is reviewed as our fulfilment operation grows.

Every order ships in plain, unmarked packaging with no product names or descriptions visible on the outside. The shipping label carries only your address and an order reference; the invoice is sent by email, never included in the parcel.

Products are supplied as lyophilized (freeze-dried) powder, which is stable at ambient temperature for the duration of a normal shipment. Store your order according to the handling guidance on its product page as soon as it arrives.

For destinations outside the EU customs union, the recipient is responsible for any import duties, taxes, or customs clearance fees. These are not included in the order total and are collected by the courier or local customs authority on delivery.

You are responsible for confirming that importing the products you order is lawful in your destination country before you place an order.

If tracking shows no movement for an extended period, email [email protected] with your order number and we will investigate with the courier. If the parcel is confirmed lost in transit, we ship a free replacement.

If a parcel is held or seized by customs, contact us and we will arrange a free reshipment — unless we told you in advance, before you ordered, that a destination's customs regime makes reshipment impossible.

If you are a consumer resident in the EU, you have the right to withdraw from your order within 14 days of delivery without giving a reason, provided the product is unopened and in its original packaging, in accordance with Directive 2011/83/EU.

Once a vial's seal has been broken, the product can no longer be resold or independently reverified, and falls within the exemptions to the right of withdrawal for sealed goods that are not suitable for return for health or hygiene reasons, and for goods liable to deteriorate once opened (Article 16(d) and (e) of Directive 2011/83/EU). Opened products cannot be returned.

To start a withdrawal, email [email protected] with your order number before returning anything — a product sent back without instructions from us cannot be processed. Return shipping is the buyer's responsibility unless the return is due to our error. Once we receive the returned product in its original condition, we refund the purchase price to the original payment method within 14 days.

Report a damaged, defective, or incorrect delivery to [email protected] within 48 hours of delivery, with your order number, a description of the issue, and photographs of the product and its packaging. Claims made after this window may not be eligible.

Once verified, we send a replacement at no additional cost, or issue a refund if preferred. Please keep the item until we confirm your claim.

Every batch is independently laboratory-tested and its certificate of analysis is published on its product page. If an independent retest of a batch you purchased falls more than 1% below the purity we published for that batch, we replace the product or refund it in full.

To claim under this guarantee: the independent test must be conducted no later than 2 weeks after the order was placed, must be matched to the batch number printed on the product, and the report must be sent to [email protected] together with the order number. This guarantee covers the tested batch only and does not extend to products stored outside the handling guidance on their product page.

An order can be cancelled at no cost at any time before it has shipped — email [email protected] with the order number for a full refund. Once an order has shipped, it can no longer be cancelled; the returns process above applies instead.

Refunds are issued to the original payment method. A cryptocurrency payment is refunded in its EUR equivalent, calculated at the exchange rate recorded at the time of the original payment. Refunds are processed within 14 days of approval.

For anything to do with an order, shipment, or return, email [email protected] with the order number. We reply within 2 business days.