Free Re-Shipping Policy for Retail orders.
Damaged Orders
❗If your order arrives damaged, we will re-ship it for free. To qualify:
- Provide detailed pictures of the parcel, clearly showing receiver details, immediately upon arrival.
- Include detailed pictures of the damaged products and parcel.
Lost Orders
❗If your parcel is not delivered within the following timeframes:
- 45 days (EU, US, GB)
- 60 days (Rest of the world, including islands)
Send us an email with your tracking number, and after confirmation, we will re-ship it for free.
Seized Orders
❗If your order is seized by customs or the FDA, we will re-ship it for free if you provide:
A 120 dpi picture of the envelope or letter from customs/FDA showing the receiver's name.
A 120 dpi picture of the letter from customs/FDA showing the receiver's name.
A new delivery address and receiver name (we cannot re-ship without both).
A 120 dpi picture of the envelope or letter from customs/FDA showing the receiver's name.
A 120 dpi picture of the letter from customs/FDA showing the receiver's name.
A new delivery address and receiver name (we cannot re-ship without both).
Important: We only re-ship orders once.
Additional Fee Re-Shipping Policy
❗Incorrect or Incomplete Shipping Address:
If the shipping address provided is incomplete or incorrect—including missing street name, house/apartment number, workplace/company details, or accessibility instructions—any delivery failure will require an additional reshipping fee. This also applies if the receiver is unavailable or unreachable during delivery.
Fees:
EU Countries: 20 EUR (Deus Medical and Astera Labs); 8 EUR (Biaxol).
Non-EU Countries: 26 EUR (Deus Medical and Astera Labs); 15 EUR (Biaxol).
EU Countries: 20 EUR (Deus Medical and Astera Labs); 8 EUR (Biaxol).
Non-EU Countries: 26 EUR (Deus Medical and Astera Labs); 15 EUR (Biaxol).
Note: If your order includes multiple brands, separate fees will apply for each parcel requiring reshipment.
If the recipient is unavailable on the delivery day, please provide clear instructions for the courier, such as:
Leaving the parcel in a designated mailbox (specify name if applicable).
Leaving the parcel in front of the door.
Delivering it to a neighbor (provide their address).
Uncollected Parcels:
If your parcel is marked as "Ready for pickup" with details of the pickup location and business hours, you must collect it within the specified timeframe. Failure to do so will require an additional fee for reshipment.