Every order ships from an EU-based warehouse in discreet, plain packaging with full tracking. Cash-on-delivery orders placed before 2:00 PM CET on a business day leave the same day.
1. Dispatch Timeline
- Orders placed Mon–Fri before 2:00 PM CET — dispatched the same business day.
- Orders placed after 2:00 PM CET, weekends, or public holidays — dispatched the next business day.
- Crypto or bank-transfer orders — dispatch clock starts from payment confirmation (usually within 30 minutes for crypto, 24–48 hours for SEPA transfers).
You’ll receive a tracking number by email and SMS within 12 hours of handover to the courier.
2. Delivery Times by Region
| Region | Typical transit | Courier |
|---|---|---|
| Poland (domestic) | 24 hours | InPost, DPD |
| Central Europe: Germany, Czech Republic, Slovakia, Austria, Hungary | 24–48 hours | DHL, DPD |
| Western Europe: France, Belgium, Netherlands, Luxembourg | 2–3 business days | DHL, GLS |
| Scandinavia & Baltics: Sweden, Denmark, Finland, Norway, Lithuania, Latvia, Estonia | 3–5 business days | DHL, PostNord |
| Southern Europe: Spain, Italy, Portugal, Croatia, Slovenia, Romania, Bulgaria | 3–5 business days | DHL, GLS |
| UK & Switzerland (outside EU customs union) | 5–7 business days | DHL International Express; advance payment only |
Transit times are typical — not guaranteed. Weather, customs backlog, and courier surges can add 1–2 days. If a parcel hasn’t moved for 4+ business days, email support@vitalquests.org and we’ll chase the courier on your behalf.
3. Costs
- Free shipping on all EU orders over €85.
- Flat €8.90 for EU orders under €85.
- Express upgrade: +€5.00 for 24-hour priority delivery in EU destinations where the courier offers it.
- UK / Switzerland: €22.00 flat, covers DHL International Express with customs pre-clearance on our side.
- Signature-on-delivery: free upgrade — request at checkout. Without it, couriers may leave the parcel at a pickup point if you’re not home.
4. Discreet Packaging
Every order ships in:
- Plain cardboard outer boxes — no product names, no logos, no medical iconography, no colour cues.
- Generic sender name — a non-descript trading company name that doesn’t tie to our catalogue. The physical return address is a real serviced location.
- Tamper-evident seals — if the outer tape is broken, photograph it on arrival and contact support (covered under section 1.1 of the Refund policy).
- Vapour-barrier inner wrapping for peptides and temperature-sensitive compounds. Heat-reactive indicators confirm the cold chain wasn’t broken during transit.
- Lyophilised (freeze-dried) formulations for peptides wherever the manufacturer offers them — more shipping-robust than pre-mixed solutions.
5. Tracking
Tracking links are emailed and texted within 12 hours of dispatch. If the tracking page hasn’t updated within 24 hours of handover:
- Give it another 12 hours — weekend batches sometimes scan late.
- If still silent, email support with your order number and we’ll escalate directly with the courier’s business-account desk.
- In the rare case of a full loss (no scan ever registers), we treat it as a lost parcel and reship under section 5 below.
6. Lost, Stuck, or Failed Deliveries
6.1 Lost in transit
A parcel is officially lost after 10 business days without tracking movement for intra-EU shipments (15 business days for UK/Switzerland). We file the courier claim on our side and reship your order at our cost. You don’t file anything.
6.2 Failed delivery (no-one home)
Couriers typically retry once, then route to a pickup point or locker. You have 7 days from the pickup-point notification to collect. After that, the parcel returns to sender; we email before reshipping to confirm the address.
6.3 Wrong address / you moved
If you notice an error before dispatch, email support — we correct it on the label at no charge. Once the parcel is moving, couriers can redirect within the same country for a €6–€10 fee (charged at cost).
7. Customs and International Shipping
7.1 Customs clearance
EU-internal shipments never cross a customs boundary. For UK, Switzerland, and Norway we pre-file electronic customs declarations; the courier handles clearance in the destination country. Expect a “Customs clearance in progress” scan lasting 1–3 business days for these routes.
7.2 Customs seizures
Seizure rate on UK and Swiss routes is under 2% of shipments. If your parcel is seized, you’ll receive a notification letter from the destination-country customs authority. Forward that letter to support within 30 days of its date and we’ll reship free of charge — once per customer per calendar year. See the full conditions in the Refund policy.
7.3 Countries we don’t ship to
We do not ship to: the United States, Canada, Australia, New Zealand, Japan, South Korea, China, UAE, or Saudi Arabia. The country dropdown at checkout excludes these destinations.
8. What You Can Do to Smooth the Process
- Use a delivery address where someone can sign — home addresses outperform workplace addresses on delivery success.
- Respond to courier SMS within 2 hours — most couriers let you reschedule or redirect via link within the first notification. After the redelivery attempt, options narrow.
- Opt for a pickup-point locker for high-value orders — InPost, DHL Packstation, and GLS ParcelShop lockers remove the no-one-home failure mode entirely. Select the locker address at checkout, not your home.
- Track the parcel yourself — our courier partners’ tracking pages update faster than the tracking emails we can forward.
9. Contact
Shipping and tracking questions: support@vitalquests.org · Response target: 4 hours on weekdays, 12 hours on weekends. Include your order number in the subject for a faster lookup.