FAQ

Payments can be made by bank transfer, bitcoin or western union. We are also currently working on a card payment solution.

For more details, please visit the Payment page.

At the moment payments cannot be made with credit card. Payments can be made by bank transfer, bitcoin or western union. We are also currently working on a card payment solution.

For more details, please visit the Payment page.

As soon as we receive the payment, you will receive an email with confirmation.
After that, our warehouse team will start working on packing your order.
You will receive an email confirmation about delivery details (tracking number, online tracking, etc.).

To guarantee your order is shipped the same day you must place the order and complete the payment before 12:00 (CET) - You may still get your order shipped up to 13:00 (CET) as this is the daily cut-off time for all services, but it is not a guarantee.

For more details, please visit Payment page.

If you choose to pay by bank transfer, you will be shown our bank details when you complete your order. Your order number must appear in the bank transfer reference field, as this will minimize any delays in processing your order. Please only use the order number for your reference.

*Note that we depend on external parties for the expected processing time of your payment; therefore, we can’t guarantee your payment will arrive to us within this timeframe. However, we carefully select our payment partners and have a good experience with their reliability. Holidays and weekends might delay the expected processing time.

For more details, please visit the Payment page.

Bitcoin is a secure, fast and fee-free way to pay for your order. Bitcoin transactions are quickly becoming a preferred payment method. Bitcoin payment method is available to all countries! If you are new to Bitcoin, then please read our step-by-step guide on Bitcoin payments.

For more details, please visit Payment page.

Western Union allows you to send money to our bank account online, from your phone and locally. Please note that we do not collect money from Western Union locations. Use the 'direct to bank account' method. Western Union is available worldwide. Our Western Union details will be displayed at checkout.

For more details, please visit the Payment page.

We currently use DPD/DHL, PostNL tracked and Standard Airmail shipping methods. Shipping methods and delivery time frames are unique for each country. 

If you pick the DPD/DHL shipping method our packing team will pick the best option out of their experience.

If you do have a preferred shipping method we advice you to let us know this either via email or the live chat.

Please visit the Delivery info page to find out more about our shipping.

Yes, we ship to most European countries.

We do ship to countries in Europe including Bulgaria, Croatia, Cyprus, Czechia, Estonia, France*, Italy**, Spain***, Germany****, Greece,  Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Romania, Slovakia and Slovenia.

*For France we made some restrictions in what we do ship to France. We have created a special page where you can see what we do ship to France:  Click here to see which products we do ship to France

**For Italy we made some restrictions in what we do ship to Italy. We have created a special page where you can see what we do ship to Italy: Click here to see which products we do ship to Italy

***For Spain we made some restrictions in what we do ship to Spain. We have created a special page where you can see what we do ship to Spain. Click here to see which products we do ship to Spain

****We do not ship research chemicals to Germany.

We do not ship to countries in Europe including Austria, Belgium, Denmark, Finland, Norway, Poland, Sweden, Switzerland, United Kingdom (UK).

Please visit the Delivery info page to find out more about our shipping.

No, we don't ship to non-European countries.

Please visit the Delivery info page to find out more about our shipping.

Unfortunately, we are unable to ship to the United States due to reasons beyond our control. Sorry for the inconvenience.

Please visit the Delivery info page to find out more about our shipping.

We send a shipment confirmation email with the tracking number when we print the label. First updates on the tracking number will be shown when the shipping carrier picks up the package. Usually it doesn't take more than 1-2 business days.

Please visit the Delivery info page to find out more about our shipping.

Tracked packages usually require a signature upon delivery so it is rare for couriers to drop off packages in the mailbox.

If you have chosen an insured tracking option and the tracker stopped showing movement for 2 weeks we will reship your order. 

If you have chosen an uninsured shipping option we are responsible for handing over the package to DHL/DPD, after this we cannot do more for you. 

The delivery driver may try to deliver the parcel to the neighbor if you are not at home, or send it to the nearest Parcel Shop /  Depot where it will be available for pick up within 8 days. Same may happen with PostNL Tracked where your parcel will be stored at the nearest post office. Please contact the local shipping company or post office to find out more about your parcel.

Please visit the Delivery info page to find out more about our shipping.

If the tracking information indicates that your order has been delivered, but you haven't received it, we recommend the following steps:

1. Check around your property: Sometimes, carriers leave packages in safe locations, such as behind a plant or in your mailbox.
2. Check with neighbors: It’s possible that the package was delivered to a nearby address by mistake.
3. Wait a little longer: Occasionally, tracking updates can show a delivery before it actually arrives. Please allow 24 hours after the tracking shows “delivered.”
4. Contact the carrier: Reach out to the delivery carrier directly to confirm the delivery details.
5. Reach out to us: If you still haven’t received your order after 24 hours, please contact our customer support team. We’ll help investigate the issue and find a solution.

Please visit the Delivery info page to find out more about our shipping.

If your parcel is seized by customs, our reshipment policy depends on the shipping option you selected:

• Insured Shipping: If you chose the insured shipping option, we will reship your order one time at no additional cost. However, if your parcel is seized again and you require another reshipment, we will need 50% of the order's value to cover the additional shipping costs.

• Uninsured Shipping: If you opted for uninsured shipping, unfortunately, we are unable to reship the parcel as there is no coverage for losses.

We always recommend choosing insured shipping for peace of mind, especially for international orders.

Please visit the Delivery info page to find out more about our shipping.

If your parcel is lost by the postal company, our reshipment policy depends on the shipping option you selected:

• Insured Shipping: If you chose the insured shipping option, we will reship your order one time at no additional cost. However, if your parcel is seized again and you require another reshipment, we will need 50% of the order's value to cover the additional shipping costs.

• Uninsured Shipping: If you opted for uninsured shipping, unfortunately, we are unable to reship the parcel as there is no coverage for losses.

We always recommend choosing insured shipping for peace of mind, especially for international orders.

Please visit the Delivery info page to find out more about our shipping.

If it happens that you have received the wrong product, please let us know by email. We ensure that you receive the correct product as soon as possible. We also provide information to return the incorrect product. The return costs and shipping costs of the right product are at the expense of Chemical Planet EU. We will re-ship your order after 14 working days for EU destinations and after 28 working days for all other destinations. The exception to this is when the tracking information shows the package in a 'customs' type status. In that case, we will not re-ship your order. If a package is returned to us i.e. if it did not reach its intended destination, we may be in a position to issue a refund (minus any shipping costs that have been incurred).

Please visit the Returns page to find out more about our returns.

You can send us your request at https://chemicalplanet.net/contact

Please visit the Returns page to find out more about our returns.

We will re-ship your order after 14 working days for EU destinations and after 28 working days for all other destinations. The exception to this is when the tracking information shows the package in a 'customs' type status. In that case, we will not re-ship your order. If a package is returned to us i.e. if it did not reach its intended destination, we may be in a position to issue a refund (minus any shipping costs that have been incurred).

Please visit the Returns page to find out more about our returns.

Chemical Planet EU does not provide any legal advice regarding the legality of products in any given country. Chemical Planet EU does not take responsibility for ordering chemicals that are restricted in the country of destination.

Some products are restricted depending on the country (or in any other way impacted by restriction).

At Chemical Planet we have a few order statuses:

Pending (order created, payment not yet confirmed) - Order confirmation email sent

Processing (payment has been confirmed) - Invoice has been created and sent to you via email

Complete (shipment has been created) - Shipment confirmation email sent

If you have placed your order anonymously (without creating an account first), you will still receive all updates about your order through email.

You can monitor the status of your order by creating an account with Chemical Planet and visiting "my account">"my orders". 

If you have placed your order anonymously (without creating an account first), you will still receive all updates about your order through email.

We offer a variety of wholesale options. Wholesale quantities are considered orders of a higher quantity than you can order on the website. If you are looking for these quantities you can contact us on info@chemicalplanet.net or fill in the contact form.

Here is the form: https://chemicalplanet.net/contact

If you need a bigger product option, have some special requests, or would like to find out more about our wholesale product offers, please feel free to contact us here https://chemicalplanet.net/contact or via email info@chemicalplanet.net

If you need a bigger product option, have some special requests, or would like to find out more about our wholesale product offers, please feel free to contact us here https://chemicalplanet.net/contact or via email info@chemicalplanet.net

Chemical Planet EU provides refunds to all buyers. The amount will be refunded as soon as possible, but no later than 14 days after notification of the return. If the return is not received after 14 days, the amount will be refunded upon receipt of the return. Please note that you will not be reimbursed if the products are opened or damaged.

You can apply your store credit directly at the checkout upon placing your order. It should appear as one of the payment methods.

Use these codes at check out to bag yourself a nice discount:

BTC10 - 10% discount on all Bitcoin orders & a quick dispatch *Excluding Shipping Costs*

10-OFF - On orders from €100 up to €2500 - 10% *Excluding Shipping Costs*

5OFF - On orders from €2500 up to €10,000 - 5% *Excluding Shipping Costs* 

**Note** - Please be aware that all discount codes will only work if your total basket costs are higher than the stated amount excluding shipping costs. 

Please visit the Discount page to find out more about our discounts.

Please be aware that all discount codes will only work if your total basket costs are higher than the stated amount excluding shipping costs.  

Please visit the Discount page to find out more about our discounts.

Unfortunately, discount codes do not stack. You can only use one at a time. Instead of using multiple codes at once, you can now benefit from bigger and more frequent discounts. We offer 2-3 different great deals a week.

Please visit the Discount page to find out more about our discounts.

Free samples are available with every order over €40.