Frequently Asked Question

Our most frequently asked questions

1. How can I check the status of my order?

You can check the status of your package using the tracking number we provided to you via email. You can also send us an email with your order number.

2. Where can I find my tracking number?

IYour tracking number will be sent to your email (the one you indicated during payment) as soon as your package is sent.

3. What payment methods do you accept?

We accept the following payment methods: Bitcoin (BTC) and SEPA bank transfer.

4. I have never used Bitcoin. What is the easiest way to pay with Bitcoin.

Coinbase.com (ID verification required) Create an account on Coinbase.com. Buy Bitcoin on Coinbase.com (Bitcoin will be credited to your Coinbase account) Place an order on our website Click the “SEND” button on coinbase.com or scan the QR code on the website. Fill in the amount + receiving address (both displayed on our payment page) Done. Wait until the “payment received successfully” message appears, this may take a few minutes. Above you will see your order number. You don't need to have your own Bitcoin wallet to apply these 2 methods. No technical knowledge is required.

5. How will I know you have received my payment?

Bitcoin – After making the payment, you will receive an immediate success message (“payment successfully received”) on the payment page. As soon as the transaction has been confirmed by the Bitcoin network, you will receive an automatic email (please check your spam folder). This may take a few minutes or a few hours (depending on the amount and fees you used). SEPA – You will receive a confirmation email when the amount has been credited to our account. In most cases it takes 1-2 business days.

6. I paid for an order but did not receive a confirmation email.

Unfortunately, some email providers mark our emails as spam and they do not reach your mailbox. If you have not received a payment confirmation email, please contact us and we will confirm your payment manually. Be sure to check your spam folder before contacting us. (do not use “mail.ru” email addresses or other exotic email providers. Our emails to mail.ru email addresses are often not delivered).

7. How long does it usually take to receive my order?

2 to 7 business days, depending on your location and postal depot occupancy.

8. I sent you an email. When can I expect a response?

We usually respond within 24 hours. If you do not receive a response, please try sending your email with another email provider. Also avoid using Mail clients like Thunderbird (they sometimes filter emails). Instead, log in directly to your email account through a web browser. (do not use “mail.ru” email addresses. Our emails to mail.ru email addresses are often not delivered).

9. How much are the shipping costs?

Shipping costs are displayed during the ordering process. 

10. Which countries do you ship to?

Belgium, Bulgaria, Croatia, Czech Republic, Estonia, Finland, France, Germany, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, United Kingdom, Slovakia.

11. What is the expiration date of the products you ship?

Expiry dates can be found on the back of the product.

12. Which country do you ship from?

Due to the nature of our business and for security reasons, we do not wish to make this public.

13. My order is urgent. Can you ship by express?

No, we cannot ship by express nor can we guarantee a specific delivery time as this is beyond our control.

14. What is your return policy?

If the tracking number indicates that the package is stuck in transit or has been confiscated by customs, we will reship it for free (after 20 business days).

If the tracking number indicates that the package could not be delivered due to “incorrect address”, WE WILL NOT RESHIP.

If you were not at home when delivery was attempted and the package was delivered to the next collection point, it will be considered “successfully delivered”. WE WILL NOT RESHIP.

If you ordered from package stores, kiosks, businesses or any other type of address that is not a normal home address, it is at your own risk.

If you misspelled the delivery address or ordered under a false name and the package is returned, WE WILL NOT RESHIP.

If you are not at home during the delivery attempt(s), you will need to collect the package at the next collection point. To do this, the name on your ID must match the name on the package.

If you order from empty house mailboxes. WE DO NOT RESHIP.