General Information
SwissChems EU may modify these policies at any time. Orders begin processing once payment is received, not when initially placed.
Shipping timeframes are estimates and may be affected by factors such as weather, shipping volume, or other unforeseen circumstances. You can monitor your shipment using the tracking number provided or by contacting the carrier directly. For further support, please reach out to us at support@swisschems.eu.
Once your order ships, you’ll receive a tracking number by email. Tracking details may take up to 24 hours to appear in the system. If you don’t receive tracking information, please check your spam folder before requesting a resend. Customers are responsible for monitoring their shipments and contacting their local postal service if assistance is needed.
Deliveries are processed Monday through Friday, excluding public holidays. Orders paid on Friday afternoon will be processed and shipped the following business day.
Shipping Carriers & Delivery Times
We ship across the EU using National Post, DHL Express, and FedEx International Priority. Estimated delivery times are 1–8 business days depending on your location and chosen shipping option.
Signature Requirement
Orders above a certain value may require a signature upon delivery. Please ensure someone is available to receive the package. If you’d like to waive this requirement, contact us as soon as possible after placing your order.
Shipping Within & Outside the EU
Customers outside the EU may be subject to additional import restrictions, procedures, and fees. You are responsible for researching and complying with all applicable local regulations. Countries with major import restrictions have been removed from our shipping destinations.
In cases of package seizure, refunds and reshipments are not available — only a 30% discount on a future order will be offered as compensation.
SwissChems EU will not be responsible for delays or losses caused by circumstances beyond our control, including but not limited to: customs delays or seizure, natural disasters, civil unrest, political instability, government actions, or local infrastructure failures.
Customs Fees & Duties
Each country has its own customs processes and import duties. Any fees or taxes imposed by customs authorities are the customer’s responsibility to pay.
Customs Inspection
Customs inspections may delay delivery by several weeks. If this occurs, contact the carrier directly and be prepared to provide details about the package contents, value, and purpose. Ensure your responses are consistent with the information provided in the customs declaration.
Reshipment
Reshipment or store credit may be available for orders returned to our warehouse. Please review your local courier’s delivery report and contact us for further assistance. Once a package has been transferred to our logistics partner, it is beyond our direct control.
Cancellations, Modifications & Address Changes
Due to our fast processing times, order modifications may not be possible once your order reaches our fulfilment team. Please carefully review your product selections and shipping address before placing your order.
Paid order cancellations incur a processing fee. Alternatively, we can issue store credit for the full amount, which waives this fee. Please contact customer support immediately if you need to make any changes.
Returns
We provide reshipment or store credit for packages returned due to incomplete or incorrect addresses, or customer unavailability at delivery, provided the package was tracked and returned to our warehouse. Customers are responsible for all return shipping costs.
Returns are accepted within 7 business days of delivery, provided bottles remain sealed and unopened. Returns are only accepted for bottled products, not vials. Please contact customer support for return instructions.
A free return label is only provided when we ship an incorrect order. Otherwise, return shipping costs and any applicable processing fees are the customer’s responsibility.
Returns will not be accepted for the following reasons: improper use of research products, or damage caused by incorrect storage.
Refunds
Shipping fees are non-refundable for orders that have already been dispatched. Refunds are not available if research products fail to meet expected outcomes, as results may vary. We guarantee the highest quality products on the market and recommend starting with a smaller order if you’d like to evaluate our service first.
Missing, Wrong or Damaged Products
We offer free reshipment for missing or damaged items, provided you submit a photo of the products received as-is. If you notice any issues upon delivery, take a photo immediately and contact us within 7 business days. Photo documentation is required for all claims.
For packages seized or missing despite being marked as delivered, only a 30% discount on a future order will be offered as compensation.
For any questions or concerns, contact us at support@swisschems.eu.