Frequently asked questions
Are the products legal in my country?We are not legal experts. Check your local laws and regulations to make sure your import is allowed.
When you place an order at our site, you agreed with our Terms & Conditions.
See also: https://labsense.nl/termsandconditions/
What does "Nr." mean in address field during registering of placing my order?
This is what we called a house number and it is used often in the EU.
If you don't have such number (for example some France customers) you can fill in "0000".
What does the "status" mean in my personal (order) account?
"in behandeling" >>> pending order and received.
"betaald" >>> payment received.
"verzonden" >>> your order is shipped.
"geannuleerd" >>> your order is cancelled.
Do you offer free samples?
Normally not, but if you are a regular and known customer you can ask (use the comment field only) for a free specific sample when placing an order.
Only if possible we will send a sample with your order. Please note that samples are not always available for every customer and order.
Our products are shipped from within the EU; the Netherlands.
Where is my order shipped from?
How is my order packaged and shipped?A lot of care goes into the processing and packaging of our orders, after which they will be sent to the appropriate shipping address.
Since we respect our customers’ privacy, we always ensure that the packaging is discreet and will never display any information concerning our website, the products within, the price or payment method used.
In general, orders weighing 20g and less will be sent to you in a normal standard-sized envelope.
Depending on your preference and country, you might have the option to have your order shipped to you free of charge, insured and with or without Track & Trace.
Can I pick up my order at a local post-office instead of having it delivered to my home address?
This service is currently only available for orders within the Netherlands. If this applies to you and you would like to use this service, please follow the steps below:
1. At step 2 of the checkout process, select "NEDERLAND PostNL AFHAALPUNT"
2. Select "Other shipping address"
3. Go to: http://www.postnl.nl/locatiewijzer and select the pick-up point of your choice.
4. On our website, fill in the requested shipping information from the PostNL pick-up point selected by you.
Please note that you must provide your full name as well as the address of the PostNL pick-up point.
How long will it take for my order to be delivered?
Once your order has been processed and shipped, your order will usually be delivered within 1 to 10 business days.
Registered priority mail could take 1-2 days longer to receive at your address because of extra safety instructions at the (local) postal services.
I did not receive my order since it was shipped.
In all cases you can send us an email after 31 days from shipping. Please don't ask us within this period.
Only if you have Track & Trace shipping option, we can make an investigation after a period of 14 days from shipping date.
How does the insured tracking option works?
If you chose Track & Trace with INSURED shipping option, and your order is not deliverd after 31 days from shipping,
you have to contact us within 10 days and we make an investigation at the postal services. After 10 days we are forced to reject your claim.
If it appears that the order has been lost you are entitled to a one-off reship (according to the maximum insurance amounts chosen by you when placing the order).
Exception; if the order is seized and your delivery does not arrive because it is NOT LEGAL in your country of destination, we do not reship it.
We accept regular bank wire payments and
bank wire by MoneyGram: http://global.moneygram.com/
Western Union: https://www.westernunion.com/nl/en/send-money/start.html
We do not pick up money at a collect point! You can only wire the money to our bank account.
We ONLY offer EU shipping to the following countries: the Netherlands, Austria, Czech Republic, France, Germany, Italy, Luxembourg, Poland, Portugal and Spain.
What countries do we ship to?
Please do NOT pay for the order when you wish to receive the order outside these countries. We will not ship your order and charge you € 15,00 !
Please note that not all of our items are available for shipping to Germany due to the German Betäubungsmittelgesetz (BtMG).
Read more: Wikipedia | BfArM | Gesetze im Internet