FAQ
FAQ
Payments
I've paid for my order with cryptocurrency, why is it still pending?
Sometimes it takes up to 24 hours for our cryptocurrency payment processor to confirm that your payment has been received. So if your order still hasn’t updated, don’t worry!
You will receive an automated email as soon as your order status has been updated, you’ll then receive another email when your order has been shipped (generally within 24 hours!).
I forgot to write my 6 digit order number as my payment description/reference, what should I do?
If you made the payment under the same name on your shipping/billing address, you do not need to do anything.
If the payment was made under a different name, please email us with your order number and a screenshot of the payment.
I cannot add my 6 digit order number as my payment description/reference, what should I do?
Most third party bank transfers do not allow attachment of extra information, we are more often than not still able to discern which order this payment belongs to.
These payment transfers, however, can take a (very) long time to appear on our end, after 14 days the order is automatically cancelled if we have not received payment yet. At which point we’ll send you an email asking for information so we are able to investigate where the payment might be.
What payment methods do you accept?
We accept Bank Transfers and a number of Crypto Currencies including Bitcoin, Bitcoin Cash, Litecoin, Ethereum and Monero
Where can I find your bitcoin/altcoin address to make a payment to?
When you place an order and select either “Bitcoin + Litecoin” or “Altcoins” at checkout, you’ll be redirected to either cryptoqo.io (for BTC and LTC) or cointopay.com (for altcoins).
From there, you’ll be able to select which cryptocurrency you wish to use to make the payment. Then you’ll receive an address that is unique to your order. Do not use that address to pay for any other orders and make sure you pay within the time given.
In case your payment takes longer than expected and arrives outside the time window, just get in touch with us (you won’t lose your money, don’t worry!).
Make sure you send the correct cryptocurrency to the address. If you send BTC to a LTC address, for example, you will lose your BTC and there will be no way to retrieve it!
Why is my cryptocurrency invoice higher than expected?
Due to the nature of cryptocurrencies, Cointopay charge fees for each transaction. We recommend using our other crypto payment processor Cryptoqo for lower fees!
SHIPPINg
Where can I find my order/shipping confirmation email?
You will receive an email to the email account entered during registration or when you placed an order (if you checked out as a guest).
Reasons you may not have received a confirmation email:
- It is in your spam folder
- The email was undelivered (our emails often go undelivered to @icloud, @tuta and @me addresses)
- Your email address contained a typo
Where will my order be shipped from?
All German orders of 1D-LSD and Kratom are shipped from our German office via Deutche Post, either by way of Einwerf Einschreiben (tracked) or Standard (untracked) shipping.
All Czech orders, made from the “Shipped from Czechia” category, are shipped:
- Domestically from our Czech office via Zásilkovna (tracked) or Česká pošta (untracked) shipping.
- To select countries within Europe, from our Czech office, by way of Packeta (tracked) or untracked shipping.
All other orders are shipped from our headquarters in the Netherlands via:
- DPD (tracked) within Europe, where available.
- Untracked shipping
Which countries do you ship to?
We ship to most countries excluding the United Kingdom, United States, Sweden, Thailand, Philippines, Denmark, Switzerland and Austria. This does not pertain to merchandise and the like
Restrictions on certain products may apply as laws change continuously. Please check the current laws in your jurisdiction before placing an order!
When will my order be shipped?
All orders that have had their payments confirmed before 13:00 CET will be sent out the same day, unless otherwise specified or if products are on back order/out of stock.
If you paid via bank transfer, please allow for 1-2 business days for the payment to arrive in our account and be confirmed.
Once payment has been received and matched to your order, you’ll receive an automated email from us and another email once the order has been shipped!
Please make sure you use your order number as the payment reference and use the same name and billing address as the account you are paying from to ensure there are no delays!!
Why is my (free) shipping more/less expensive than before?
The prices of shipping and the free-shipping threshold we offer are influenced by many factors, many of which we sadly do not have control over. Most price changes are the direct result of the decision by the shipping company to change their prices, which in turn is related to complicated market volatility.
Such shipping company changes can be country specific, permanent or temporary until a situation has resolved and we hope for your understanding in this matter.
How many days a week do you ship?
We ship orders between Mon-Fri. Any orders made after 13:00 CET on Friday will be sent the following Monday.
If we’re very busy, we sometimes pack orders at the weekend to be shipped on Monday, just in case you receive a “your order has been completed” email on Saturday or Sunday, this is the reason why!
How is my order packaged?
We use every precaution when packaging your order to make sure it reaches its destination safely.
We keep every package as flat and inconspicuous as possible.
There is no indication of the interior contents on the package exterior.
How does tracked shipping & stealth work?
Tracked Shipping & Stealth is a special shipping method available to select countries currently.
Part of your order, that is to say Headshop and Merchandise, will be shipped by way of a Tracked shipping method, whereas any other order contents will be shipped by way of an Untracked Stealth shipping method
Trouble Shooting
What if my order does not arrive?
In the event that your order does not arrive, we have two options:
- All Customers who selected Tracked shipping will have their full order reshipped if it has not arrived after 4 weeks and an investigation with the carrier.
- Untracked orders are non-eligible for our reshipping service.
If your order does not arrive, please feel free to reach out and we’ll do our best to help!
GERMAN CUSTOMERS
If your order hasn’t arrived after 21 working days from shipping, please get in touch with us to open an investigation with Deutsche Post
My tracked order says it's been delivered but I have received nothing, what is going on?
I many cases delivery drivers will leave packages at your neighbors or around your front door, if you are not home upon their delivery attempt. They should leave a notice of this fact with you, but at times they do not which leads to confusion where a package might be. So please check in these locations first and foremost.
Sometimes delivery drivers will scan-out a package, that is to say have it state delivered, when they’ve only just started their delivery route. It might therefore arrive later in the day, or if delivery was not possible that day it should arrive the next day instead. Please note that in the case that this happens on a Friday, it would be the next Monday. And during the holiday season this might take even longer. So please give it a few more days of waiting
My tracked order says it's been delivered at a delivery point but the clerk cannot find it, what is going on?
Postal companies scan out a package upon delivering it to a pickup-point, at which point you get a confirmation email/sms from them stating your package has been delivered and is ready for pickup. However, a worker at the pickup point needs to scan this package “in” after this has happened so it is actually available for pickup, otherwise it is not to be found in their system yet.
Depending on how many packages this pickup point receives at a time, your package might only be scanned in hours later than the pickup message you received. So if you arrive straight after receiving your pickup message, you might be turned away empty handed. Sometimes you might only get your package the day after this message at this pickup point, if the delivery driver was late and there are a lot of packages to scan in still.
My tracked order to a home address got delivered at a pick-up point instead, what happend?
There are two possible reasons this has happened, if delivery was not possible at the home address (for one or more days), delivery drivers may deliver it to a nearby pick-up point instead (otherwise it would have already been returned). So the package can still be picked up for several more days before it will be returned.
If you live in a very remote place, delivery drivers may not even attempt the delivery and will deliver your package to the nearest pick-up point instead (this can be a town over). We sadly do not have any control over this and hope for your understanding in this matter.
Can I receive help after a very long time (± 180 days) with my tracked order?
Depending on how long its been we may not be able to help with any tracked order anymore, as tracking numbers get re-used and invalidated by shipping companies after a set period of time (normally that is a very long time, approximately 180 days but that can be longer/shorter depending on the shipping company in question).
It is therefore impossible for us to check what happened with the order, and can only assume its been correctly delivered since we haven’t been contacted by you in a timely manner (<180 days).
Molecule Storage and Information
How should I store tryptamines?
Tryptamines (e.g. 4-HO-MET, 5-MeO-DMT, 5-MeO-MiPT etc.) should be stored:
- In the fridge in a sealed container (especially if storing for longer than a few weeks)
- Away from direct sunlight
- Away from moisture
- If storing long term (6 months+), store sealed inside the freezer
How should I store phenethylamines?
Phenethylamines (e.g. 2C-B-FLY, 5-MAPB, 3-FEA etc.) should be stored:
- In a cool, dry place
- Away from direct sunlight
Phenethylamines generally have a long shelf life and should keep well for years in these conditions.
How should I store arylcyclohexylamines (dissociatives)?
Arylcyclohexylamines (e.g. 2-FDCK, 3-MeO-PCE, DMXE etc.) should be stored:
- In a cool, dry place
- Away from direct sunlight
Arylcyclohexylamines should keep well for many years if kept away from direct sunlight and moisture
My ordered products look different (i.e. color/texture) from what I expected
Due to the nature of production every batch of a product will have varied physical differences between them, it might be a shade darker or lighter or even a completely different texture altogether e.g. powder-like instead of crystal-like.
Regardless of these differences, please rest assured that these batches are still the same product in question and fully tested. NMR reports are available for each product, showing the purity and corroborating the contents.
If you still feel uncertain please feel free to reach out to us so we can put your mind at ease.
Join the Community
Can I join any research community groups?
There is a wonderful, friendly and very helpful Discord community that you can join here. They are comprised of like-minded and very knowledgeable individuals who are more than happy to help with any questions you might have. We have no association with this group and no control or influence over the activities or discussions that take place there.
How else can I can I get involved?
There is a huge amount of value to sharing your research results – either through giving detailed and honest reviews on our product pages, or by writing details reports on Reddit or other forums.
Knowledge really is power when it comes to the research community and harm reduction and the need for better information on the novel compounds on which we are conducting research. Any and all information and sharing of personal experiences is invaluable to everyone in the community, and we appreciate every one of you that takes the time to share your experiences.
We appreciate these contributions so much that we will pay 50 ChemCoins for every product review you provide with a limit of 5 paid reviews per account.
Negative reviews are more than welcome but we reserve the right to refuse unhelpful or low-effort reviews that offer little to no value to the community.
