I have received a seizure letter.
There is no need to worry. We are in this business for more than 12 years and worst case scenario we have heard for seizures of packages was a basic seizure notice. Including for orders containing more than 50 vials.
Customs, according to their official reports, seize tens of thousands of packs every day containing forbidden supplements and drugs. Therefore, an address flag is impossible since the volume is simply to big for them to analyze each case in depth.
Our store offers the most permissive reship policy on the AAS market. For most countries we offer unlimited reship policy. If your package is stuck in customs for more than 30 days, please contact our customer line to investigate the case and initiate a reship.
In case you have received a seizure letter please:
- take a high quality photo (120dpi) of ENVELOPE received from customs or FDA with receiver name
- take a high quality photo (120dpi) photo of the LETTER received from customs or FDA with receiver name
- upload both images to an image upload site like https://imgur.com/upload or https://ibb.co (please DO NOT set the image autodele option on!) and send us links with an order number to investigate the case and initiate a reship/refund.
To get a link please proceed as follows:
- open the site https://imgur.com/upload or https://ibb.co
- push browse to choose photo/video to upload
- wait it to be uploaded and push HIDDEN
- copy the link from the pop up window and send us
IMPORTANT : To confirm a seizure, please include both letter and envelope. Otherwise, our standard 60 days re-shipping policy will be applied.
My package is lost.
If you have not received a package after 30 days have passed from a dispatch date and there is no recent movement on the tracking number, please contact our customer support line to investigate the case and in case of confirmed loss initiate a reship.
My product is of a poor quality / My product is under-dosed.
We are sorry to hear that our product has not met your expectations. Our team has always been very attentive to the quality and purity of products in the stock. We won't give any second chances to none of manufacturers with bad lab results or any other reported problems.
If you think that our product is contaminated/under-dozed/has no effect, please contact our customer support and describe the issue. Also we can offer the possibility of testing in a professional lab of your choice, on our expense. Many took advantage of our offer with success and dozens of testing threads on forums stand today as testimony of our ongoing campaign.
My product appears to be frozen / to have crystallized.
There is nothing wrong with the product. It is called crystallization and it can be seen in AAS quite often due to temperatures variations between storage, transit and delivery. Please note that active substance is not at all altered.
Here is the common suggestion from manufacturers:
1) Boil it longer - put it boiling water, on SLOW fire in pan. The pan should be high, a sauce pan will do the job. Water should not be above the vial tap. Start with boiling it for 2-3 minutes.
2) After 2-3 minutes, take the vial and shake it. Shake it hard. Continue to boil it for an other 2-3 minutes if, shake it again. If the gear is still crashed increase the time to 5 minutes.
My products got damaged.
If your products got damaged during transportation, please take and upload a photo to an image upload site like “https://imgur.com/upload” or "https://imgbb.com" and send us a link so we can promptly take care of your situation and reship the broken item asap.
Please be advised, the issue can be reported only within 30 days after receiving the package, please thoroughly check everything upon receiving.
We cannot accept low resolution, cropped or edited pictures as proofs. We need a simple picture (multiple pictures are recommended), taken with a regular modern smartphone or digital camera.
My order is not complete.
If you're missing something from your order, first you need to check if there is any other package(s) in route. To do that, please go to your account, find your order on “My orders” page, press “details” and it will show you all assigned tracking numbers.
If you received and carefully checked all packages with no success, please upload a photo of all the package content to an image upload site like https://imgur.com/upload or https://imgbb.com and send us a link with the order number so, we can promptly take care of your situation. We'll also have to start an investigation with our shipping department cause all products are photographed before they are placed in the package! A kind reminder, the issue can be reported only within 30 days after receiving the package.
In rare cases it is also possible that some products can run out of stock before we can ship it. In this case we will ship the second package at our cost as soon as the stock will be replenished.
I received wrong items.
We are sorry for this inconvenience. Human factor can play its role and you can receive wrong products or even a wrong package by mistake. If that’s the case, please upload a photo of received items to an image upload site like https://imgur.com/upload or https://imgbb.com and send us a link with the order number so we can promptly take care of your situation. Please be advised, the issue can be reported only within 30 days after receiving the package, please thoroughly check everything upon receiving.
IMPORTANT:
- Re-shipping of products is only possible once substantial evidence is provided by customers. Please submit a high-resolution photo showing the received products taken with a regular camera or a smartphone (multiple pictures are recommended)
- Low-resolution, cropped or edited pictures will be rejected.
I have ordered vials and received amps.
We are sorry for this inconvenience. Our stock information is daily updated and the stock can be rapidly changed especially during a peak season. Considering the usual urgency our customers have most of the time, our shipping department therefore can decide to change vials for amps and vice versa. If that happened, please contact our customer support and we will give you a good discount for any inconvenience.
I want a refund / reship.
If your package was lost (hasn't been delivered after 60 days from a dispatch date) or seized, you are alligable to ask for a reship or refund. Please contact our customer service with all details : seizure letter/envelope face side (please do not dispose an envelope upon receiveing seizure letter), tracking number, order number and our team will promtly take care of your situation*.
Please note, for safety reasons we do not provide cash refunds, the refund can be made only in store credit to your prepaid wallet.
*Seized Packages shipped from the EU Warehouse 3 can be reshipped only if an alternative shipping address is provided. The package can be re-shipped after receiving a letter from customs or 75 days after dispatch have passed. This is a temporary measure since US customs is highly overloaded lately and packages can be stuck in there for weeks and then pass it successfully.
*Any undelivered package can be claimed only within 360 days after the dispatch date. We can't accept it later since it is very difficult to investigate after such long period of time.