1. Dispatch origin and carriers
Orders ship from an EU warehouse operated by Ludovick Development (Almere, Netherlands). Primary carrier is PostNL for the Netherlands and Belgium. Cross-border EU shipments route via PostNL International, DHL Parcel Connect or DPD depending on the destination country and package profile. Every shipment includes a tracked service and discreet outer packaging that does not identify the contents.
2. Dispatch times
Orders paid before 15:00 CET on a Dutch business day are dispatched the same day. Orders received later, on weekends, or on Dutch public holidays are dispatched on the next business day. Back-orders and items marked with an availability note ship as soon as stock arrives - we email an updated estimate within one business day of the order.
3. Transit times
- Netherlands: 1-2 business days after dispatch.
- Belgium, Germany, Luxembourg: 2-4 business days.
- France, Austria, Denmark, Ireland: 3-6 business days.
- Spain, Portugal, Italy, Nordics, Central and Eastern EU: 4-8 business days.
Transit windows are indicative and depend on the carrier. Peak periods (holidays, sales events, weather disruptions) can extend delivery by several business days.
4. Customs and destination handling
Shipments to EU member states cross no customs border. For any non-EU destination the buyer is the importer of record and is responsible for import duties, VAT and local research-use documentation. We do not ship to jurisdictions where the import or possession of the ordered research reagent is restricted or prohibited.
5. Tracking
Every order receives a tracking number by email once the label is generated. The tracking link becomes active when the carrier scans the parcel at first pickup (usually within a few hours of dispatch). If tracking has not updated within two business days after dispatch, contact support@teddypeps.nl.
6. Lost, delayed or damaged shipments
Report a missing, stalled or damaged shipment to support@teddypeps.nl with the order number and (if applicable) clear photos of the outer and inner packaging within 48 hours of delivery. We open a carrier trace immediately. If the carrier confirms the parcel is lost or the trace does not close within 14 calendar days after dispatch, we resend the order at our cost or refund the paid amount to the original payment method.
7. Incorrect address and refused delivery
Address changes are only possible before the shipping label is generated. Parcels returned to us because of an incorrect address, an unattended pickup point or a refused delivery are refunded minus the outbound and return shipping cost, or reshipped at the buyer's request against a new shipping charge.
8. Pickup-point delivery
Where the carrier offers it, we ship to a PostNL, DHL or DPD pickup point at no extra cost. Parcels are held for the standard carrier window (usually 7 calendar days) and automatically returned to us after that window expires.
9. Contact
Questions about a shipment: support@teddypeps.nl or +31 6 15720590 (Dutch business hours, English spoken).