SHIPPING - FREQUENTLY ASKED QUESTIONS
Right now, all packages are prepared in Germany and sent out to their destination countries. Delivery costs therefore vary according to country, weight and the chosen shipping method.
Just place your item in the shopping cart and you'll see the shipping charges.
In the rare case of your package is delayed or lost, please note that we will have to contact the carrier to start an investigation. It may takes up to 20 days to complete the investigation. Once we have the claim confirmation from the carrier, we will gladly issue you a refund.
When your order is fulfilled and ready to ship, we will email you a tracking number. Please note: your tracking number may not work immediately as it may not be checked into the carrier’s facility yet.
We are terribly sorry! We can assure you the products left our warehouse in a perfect state. Unfortunately, packages are sometimes damaged during their journey, but unless your sealed package of formula was accidentally opened as well, damage to the box is only cosmetic.
If you received a badly damaged package, its necessary report it to the delivery man and take pictures of the damage. Otherwise the delivery organizations will deny a compensation. Please also don't hesitate to contact us and report the damage. We will then take care of it as quickly as possible.
There is an extremely low chance your order will be x-rayed when it is processed through customs. However none of the formula is exposed to irradiation.
We highly recommend reading this article for customers who are concerned about potential exposure.
Tracking information may not update immediately in some cases especially with "Climate Neutral" shipments. However, please rest assured your item is on its way. There may not be any updates available when the package is in transit between origin and the destination country. The tracking information should pick up again once your packages reaches your local country.
If your tracking status has not been updated for over 2 weeks, please contact us immediately and we will offer you further assistance.
We know that receiving your shipment in a timely manner is of great importance to you, because hungry babies can’t wait - so we do our best to ensure the quickest delivery times possible! Your package has a long way to go and we want to make sure that it arrives in good condition.
EXPRESS (1-3 days) Reliable priority shipping for significantly faster deliveries.
STANDARD (10-20 days) An affordable and uncomplicated delivery method.
ZERO EMISSION (20-30 days) 100% climate neutral!
We are committed to do all in our power to ensure your order arrive on time. However, please note shipping times are based on our experiences and can't be guaranteed. Due to postal mishandling, customs authorities or natural hindrances, in very exceptional cases delivery time may take longer.
There is a low chance that customs charge extra fees.
Anyway, customs policies vary widely from country to country. Orders shipped outside of the EU may be subject to import taxes, customs duties and fees. You may also be required to provide an identification number. Any resulting costs are for the customer.