Frequently Asked Questions

Please read our FAQ before contacting our customer service.

General

Find out what others say about us on Trustpilot

Our reviews page was taken down by Trustpilot in 2022.

You can still find a snapshot of our Trustpilot rating on Wayback machine:
https://web.archive.org/web/20220310171508/https://www.trustpilot.com/review/chemsresearch.com

We value your security and privacy and therefore we provide the following services in order to keep your transaction safe and secure.

  • Anonymous payment methods
  • Encrypted and anonymized customer data*
  • Discreet delivery with low profile packaging

*We anonymise our customer data periodically to comply with present privacy requirements.

After placing your order, it will move along a few steps.
We strive to ship all orders within 1 or 2 business days upon confirmation of your payment. In some cases this may take longer.

You can open a ticket if you haven’t received a tracking number after 3 business days have passed since receipt of your payment.

We ship orders during business days excluding public and national holidays. We do not ship orders during weekends.

You may notice a few order statuses such as:

  1. On hold
    We are waiting to receive your payment in our bank account or crypto currency wallet.

  2. Processing
    We have received your payment and we will prepare and ship your order within 1 or 2 business days.

  3. Shipped
    Your order has been shipped and will be delivered soon.
    You can see it’s latest whereabouts using the track and trace information.

  4. Delivered
    Your order was delivered by the carrier. You can find more information when using your tracking number on the website of the carrier.

Other and less common order statuses are:

  • Backorder
    One or more items of your order are temporary out of stock. We will ship your order as soon as the missing item(s) is available.

  • Pending Payment
    Your order is awaiting payment via Crypto Currency or Credit Card.
    If the payment is not made within a certain time the order will be automatically canceled. The time may vary depending on the selected  payment method.

  • Cancel request
    You have requested a cancellation of your order. We will process your cancellation request as soon as possible.

Payment

Bank Transfer
Pay for your order directly from your bank account.

Cryptocurrency (10% discount)
Pay with cryptocurrency and receive 10% discount during checkout.

We accept Bitcoin (BTC), Litecoin (LTC), Ethereum (ETH), Dogecoin (DOGE), Solana (SOL), Monero (XMR), USD Coin (USDC) or Tether (USDT)

For all other cryptocurrencies we suggest you to exchange them directly via ShapeShift.io 

Credit Card, Apple Pay or Google Pay
Pay with your credit/debit card or with Apple Pay / Google Pay.

 

Yes, you can select this option during checkout.

Bank Transfer
Payments with Bank Transfer made during business hours usually arrive in 1-2 business days and are processed manually upon arrival in our bank account. 

Instant payments do not always arrive instantly.

If you have paid more than 3 business days ago and your order has not been processed yet, open a ticket here.

Crypto Currency
Payments with Bitcoin or other crypto currency are processed automatically after the blockchain confirms the transaction. Make sure to transfer the exact amount to not unnecessarily delay the processing of your order.

If the payment arrives in the morning during business days we might be able to offer same day shipping.

Credit Card
Payments with Credit Card are processed automatically and arrive instantly. 

If the payment arrives in the morning during business days we might be able to offer same day shipping.

You may send us a proof of payment, however this does not speed up the processing of your order.
Your order is processed only when the payment actually arrives in our bank account or crypto currency wallet.

Shipping & Delivery

Shipping to European destinations only. We do not ship to USA.
We do not offer shipping to your country if it is not listed during checkout.

All orders receive a tracking number after the order is shipped. We do not ship untracked.

On rare occasions a shipment may be delayed or lack tracking updates for an  amount of time.
In such event you may contact our customer service if two weeks since the last tracking update has passed.
Experience teaches us that in 90% of the cases a delayed shipment may still arrive despite what the shipping company informs the customer.

Our customer service will only offer you a solution if the last tracking update was more than two weeks ago.
In case you do contact our customer service before, we are are unable to accommodate your request.

  • Transit times that are available during checkout are indicated by the shipping services.
  • Transit times are counted in business days, weekends and holidays do not count as a business day.
  • We do not take responsibility if the shipment does not meet or exceeds this period of time.
  • If you have paid a shipping fee, you have paid for the use of shipping service, not for the transit time.
  • Transit times are indicatory and not always guaranteed.

If your order was undeliverable, a €50 service fee will be charged for the reshipment after the original shipment was returned.

We offer shipping with a variety of companies which include but are not limited to: DPD, GLS, PostNL and UPS.

The exact shipping methods for your destination are available during checkout, including their indicative transit times.
You may find an indication of the type of shipping methods that we offer below:

Registered
Flat or padded envelope with a track and trace. Signature required

Parcel
Package with track and trace. 

Courier
Package with track and trace. Signature required
+ This shipping method has an excellent delivery rate.
+ Service point delivery possible. Delivery at a location in your area.

Express
Package with track and trace. Signature required
+ This shipping method has an excellent delivery rate.
+ Service point delivery possible. Delivery at a location in your area.

Insured
Package with track and trace and one-time reshipping of order in case of lost shipment*. Signature required

*Reshipping policy for Insured shipping method

  • Order is not marked as delivered (somewhere else)
  • Order is not confiscated by customs
  • Order tracking is not updated since three weeks (21 days)

In case your order meets all above requirements we can proceed with a one-time  reshipment.

If you fill in your address details during checkout, you will see the shipping methods.

The transit times for your destination are available during checkout after the shipping address has been entered.

Registered
Delivered in approximately 2 – 10 business days*

Parcel 
Delivered in approximately 2 – 5 business days*

Courier
Delivered in approximately 2 – 4 business days*

Express
Delivered in approximately 1 – 3 business days*

* depending on destination

Shipping to a Postal Office in your area is at your own risk.
If the shipment can not be delivered it will be returned due to incorrect address.

We recommend you to select GLS or UPS at checkout and use a GLS ParcelShop or UPS Access Point address as the shipping address.

GLS ParcelShop finder:
https://gls-group.eu/GROUP/en/depot-parcelshop-search.html

UPS Access Point finder:
https://www.ups.com/dropoff/

Reviews

We invite you to place a review on Trustpilot: https://www.trustpilot.com/evaluate/chemsresearch.com
Do not forget to add your order number so that we can identify your order and offer you a coupon of €10 in return.

If you are not satisfied contact us in advance. We only offer coupons for genuine experiences.

Coupons for reviews are distributed 7 days after the review has been posted and only if it’s still listed on Trustpilot.

In case Trustpilot takes down your review on any suspicion, we will not offer you a coupon until you have successfully appealed this decision.

If you have purchased the product you can place a review on the product page on our website.
For every approved product review we offer wallet credit of €2,50 which can be used for your next order.

Product reviews are not approved if they violate our policy or with attempt of fraud.

Please contact our customer service with an explanation of your experience.