Re-shipping Policy

Re-shipping Policy for Retail Orders

Damaged Shipments

      💡 If your order arrives damaged, we will re-ship it free of charge. To qualify:
    

Send detailed photos of the parcel showing the recipient’s information immediately after delivery.
Include clear photos of the damaged products and packaging.

Undelivered Shipments

💡 If your shipment is not delivered within the following timeframes:

45 days (EU, USA, GB)
60 days (rest of the world, including islands)

Send us an email including your tracking number. After verification, we will re-ship your parcel free of charge.

Reporting Delays

If your tracking has not updated or your parcel appears delayed, you must contact our support team at [email protected] within 45 days from the shipping date. Reports made after this period will not qualify for re-shipping or investigation, as tracking data may no longer be retrievable from postal services.

Seized Shipments

      💡 If your parcel has been held by customs or the FDA, we will re-ship it free of charge provided you send us:
    

A photo (minimum 120 dpi) of the envelope or letter from customs/FDA showing the recipient’s name.
A photo of the seizure notice with recipient details.
A new delivery address and recipient name (required for re-shipping).

⚠️ Important: Each order can only be re-shipped once.

Re-shipping Fees Due to Customer Error

      💡 If an incorrect or incomplete address is provided (e.g. missing house number, company name, or delivery instructions), or if the recipient is unavailable, an additional re-shipping fee will be charged.
    

Fees

EU Countries: 20 EUR (Deus Medical & Astera Labs), 8 EUR (Biaxol)
Non-EU Countries: 26 EUR (Deus Medical & Astera Labs), 15 EUR (Biaxol)

If your order includes multiple brands, separate shipping fees apply to each parcel.

If the recipient is not available on the day of delivery, consider the following options:

Leave the parcel in the mailbox (include the recipient’s name if required).
Leave the parcel at the door.
Deliver to a neighbor (provide the address).

Uncollected Shipments

If a parcel is marked as “Ready for Pickup” and includes the pickup location and time, it must be collected within the given timeframe. Otherwise, an additional re-shipping fee will be required.

For any questions regarding re-shipping, please contact us at [email protected].

Re-Shipping Policy | DeusPower.to