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    Where will my order be shipped from?

    All German orders and orders of JUST 1V-LSD are shipped from our German office.

    All other orders are shipped from our headquarters in the Netherlands.

    Which countries do you ship to?

    We ship to most countries excluding the United Kingdom, United States, Sweden, Thailand, Philippines, Denmark, Switzerlands and Austria.

    Restrictions on certain products may apply as laws change continuously. Please check the current laws in your jurisdiction before placing an order!

    Do you offer reships?

    All orders sent with TRACKED shipping come with a free 100% reship if your order hasn’t arrived after 4 weeks within the EU or 6 weeks Outside the EU (or it has been determined to be lost before that time).

    We DO NOT offer reships on Untracked orders.

    We will not re-ship orders that have been seized by customs.

    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!!

    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!

    What is the average shipping time?

    Arrival times vary from country to country and shipping method, making it difficult to give a precise date/time. We provide the following estimates:

    PostNL Untracked:

    To Netherlands – Average time 1-2 business days (can take up to 5 days due to holiday season/covid delays)

    To France, Germany and Belgium – Average time 3-6 business days (can take up to 2-3 weeks due to holiday/covid delays)

    To Canada – Average time 2-3 weeks (can take up to 6 weeks)

    To Australia – Average time 4-5 weeks (can take up to 7-8 weeks)

    To Japan – Average time 3-4 weeks (can take up to 6 weeks)

    To Ireland – Average time 5-10 days (can take up to 3 weeks)

    To Rest of World – Anywhere between 2-6 weeks

    DPD / DHL Tracked:

    Germany and France – Average 2-5 business days (can take up to 2-3 weeks due to covid/holiday delays)

    Spain, Portugal, Italy – Average 4-8 days (can take 3 weeks or longer due to covid/holiday delays)

    Rest of Europe – Average time 5-10 days (can take up to 3-4 weeks)

    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

    If you do not receive an automated email from us, please try whitelisting our email using this guide or feel free to get in touch via the contact form or the Live Chat!

    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 contents of the package on the package exterior.

    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.
    • 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!

    What payment methods do you accept?

    We accept Bank Transfers and a number of Crypto Currencies including Bitcoin, Bitcoin Cash, Litecoin, Ethereum and Monero.

    Please see our guide on how to buy and use cryptocurrencies here.

    Where can I find your bitcoin address to make a payment to?

    When you use Cointopay, they generate a unique Bitcoin address for every single order. So, never try to send funds to the same address as a previous order.

    If you’re unable to find the unique BTC address during the checkout phase, there’s a good possibility that you have an Ad/Script Blocker enabled on your Web Browser. We ask all Customers to either disable their Ad/Script Blocker or add our website (http://chemical-collective.com) to your white-list exceptions.

    Popular Ad Blockers such as uBlock and Adblock will prevent your unique BTC address from being generated. This also applies to Tor Browser. Tor Browser has in-built Ad/Script blockers that cannot be disabled, preventing you from successfully paying for your order.

    Why is my cryptocurrency invoice higher than expected?

    Due to the nature of cryptocurrencies, Cointopay charge fees for each transaction. We recommend Litecoin for it’s fast payments and low fees!

    Do you offer free samples?

    We do not supply free samples except to long-standing customers we have built a relationship with!

    Where are you based?

    We are a Dutch company but have an office in Germany as well as The Netherlands! This means we are able to process and post our German orders domestically (from within Germany) and offer super fast shipping, with no risk of customs seizures.