FAQ

Payment

Which payment methods are accepted?

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.

Can I pay 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.

 

I paid for my order, when will it be shipped?

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.

Can I pay by bank transfer?

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.

Can I pay with bitcoin?

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.

Can I pay with Western Union?

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.

Shipping

How do you ship orders?

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

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

Which countries in Europe do you ship to?

Yes, we ship to most European countries.

We do ship to countries in Europe including Bulgaria, Croatia, Cyprus, Czechia, Estonia, France*, Germany, Greece, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Portugal, Romania, Slovakia, Slovenia and Spain.
*We do not ship research chemicals to France, excluding the 1V-LSD, 1D-LSD and 1cP-LSD.

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.

Do you ship to non-European countries?

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

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

Do you ship to the US?

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.

I have received a tracking number but it doesn't show any progress

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.

The tracking number for my order stopped showing progress

Tracked packages usually require a signature upon delivery so it is rare for couriers to drop off packages in the mailbox. GLS may try to deliver the parcel to the neighbor if you are not at home, or send it to the nearest GLS Parcel Shop / GLS 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.

The tracking number shows that the order got delivered, but I don't see anything in my mailbox

Tracked packages usually require a signature upon delivery so it is rare for them to drop off packages in the mailbox. GLS may try to deliver the parcel to the neighbor if you are not at home, or send it to the nearest GLS Parcel Shop / GLS 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.

What if the package is seized?

We do offer a reship for lost or stolen packages, however, if the package is seized by customs, we do not offer a re-ship or a refund. 

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

My package is lost. What's next?

We do offer a reship for lost or stolen packages, however, if the package is seized by customs, we do not offer a re-ship or a refund. 

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

Returns

I received the wrong product. What should I do?

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.

Where can return my package to?

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

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

When will shipments return to my address?

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.

Legality

Are some products restricted?

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.

Why can’t I order?

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

Order status

My order status is pending/processing/complete. What does it mean?

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

I placed an order anonymously. How will I get the order updates?

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

Where can I see my orders?

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.

Wholesale

I want to resell your products. Is that possible?

Our main focus is on providing a wholesale service in which we produce and supply cannabinoid herbal incense blends using the finest quality leaves and high-purity cannabinoids. We are able to supply up to 100kg a week. We can also supply a range of other chemicals on a wholesale basis and also branded chemical mixes.

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

How to order large quantities?

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 [email protected]

Do you offer any discounts for wholesale orders?

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 [email protected]

Refunds

Do you do refunds?

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.

How to use store credit?

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

Discounts

What discounts do you offer?

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.

My discount code does not work

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.

Can I combine two 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.

I wasn't able to add any of the free samples.

Free samples are available with every order over €40.

Pay with Bitcoin
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