Order & Shipping Policy
Order & Shipping Policy
Effective Date: May 12, 2026
Thank you for shopping with Relaxova™ Germany.
This Order & Shipping Policy explains how orders are processed, shipped, tracked, delayed, and delivered when you purchase from our website.
By placing an order on our website, you agree to the terms below.
1. Business Information
Business Name: Dbestey Solutions Germany / Relaxova™ Germany
Website: https://www.relaxova-germany.com/
Email: support@Relaxova-Germany.com
Address: Waagestr. 8, 37520 Osterode am Harz, Germany
2. Order Processing Time
After your order is placed, we begin processing it as quickly as possible.
Typical order processing time is:
1–3 business days
Processing time does not include weekends, public holidays, carrier delays, customs delays, or high-volume sale periods.
During holidays, promotions, product launches, or unexpected demand, processing may take slightly longer.
3. Order Confirmation
After placing your order, you should receive an order confirmation email.
Please check your:
- Inbox
- Spam folder
- Promotions folder
- Email spelling
If you do not receive an order confirmation within 24 hours, please contact us at:
4. Shipping Time
Estimated shipping time may vary depending on destination, carrier, fulfillment location, and order volume.
For U.S. customers, estimated delivery time is typically:
7–15 business days after processing
In some cases, delivery may take longer due to carrier delays, customs checks, weather issues, holidays, incorrect addresses, or logistics disruptions.
Shipping estimates are not guaranteed unless clearly stated in writing.
5. Shipping Locations
We primarily serve customers in the United States.
We may also ship to selected international locations depending on product availability, carrier options, and checkout settings.
If your country or region is not available at checkout, we may not currently ship there.
6. Shipping Costs
Shipping costs are shown at checkout before payment.
We may offer free shipping promotions from time to time.
Shipping offers, discount codes, free shipping thresholds, and promotional shipping rates may change at any time without prior notice.
7. Tracking Information
Once your order ships, you will receive a shipping confirmation email with tracking information, if available.
Tracking updates may take 24–72 hours to appear after the carrier receives the package.
If your tracking has not updated for several days, this may be due to carrier scanning delays and does not always mean the package is lost.
8. Address Accuracy
Customers are responsible for entering the correct shipping address at checkout.
Please carefully check:
- Full name
- Street address
- Apartment, suite, or unit number
- City
- State
- ZIP code
- Phone number
- Email address
We are not responsible for lost, delayed, returned, or undeliverable packages caused by incorrect or incomplete address information.
If you notice an address mistake, contact us immediately at:
We will try to help, but we cannot guarantee changes once the order has been processed or shipped.
9. Order Changes and Cancellations
If you need to change or cancel your order, please contact us as soon as possible.
Once an order has been processed, packed, shipped, or handed to the carrier, we may not be able to cancel or change it.
If the order has already shipped, you may need to follow our Return & Refund Policy after delivery.
10. Shipping Delays
We do our best to ship orders within the estimated timeframe.
However, delays may happen due to:
- Carrier delays
- Customs processing
- Weather conditions
- Public holidays
- High order volume
- Supply chain issues
- Incorrect shipping information
- Remote delivery locations
- Payment verification
- Fulfillment delays
If we become aware that we cannot ship your order within the promised timeframe, we will notify you and provide options where required by applicable law.
For U.S. customers, if a shipping delay occurs, customers may have the right to agree to the delay or cancel the order for a refund under applicable FTC rules.
11. Lost or Missing Packages
If your tracking shows delivered but you did not receive the package, please first check:
- Around your front door
- Mailbox or parcel locker
- Building reception
- Neighbors
- Family members
- Local post office or carrier location
If you still cannot find the package, contact us at:
Please include:
- Your order number
- Full name
- Shipping address
- Tracking number
- Brief explanation of the issue
We will review the case and may assist with a carrier claim where possible.
12. Packages Returned to Sender
If a package is returned to us due to an incorrect address, failed delivery attempt, refusal, unpaid customs fees, or non-collection, we will contact you once the return is confirmed.
Depending on the situation, we may offer:
- Reshipment with additional shipping fees
- Store credit
- Refund minus shipping and handling costs, where applicable
Original shipping costs may not be refundable.
13. Damaged Packages
If your package arrives damaged, please contact us within 48 hours of delivery.
Send us:
- Order number
- Photos of the damaged package
- Photos of the damaged product
- Photos of the shipping label
- Short explanation
Please do not throw away packaging until the issue is reviewed.
We will evaluate the situation and may offer a replacement, partial refund, or other solution according to the case.
14. Incorrect or Missing Items
If you receive the wrong item or an item is missing from your order, contact us within 7 days of delivery.
Please include:
- Order number
- Photos of the items received
- Packing slip, if available
- Explanation of what is missing or incorrect
We will review and help resolve the issue.
15. Customs, Duties, and Taxes
For international shipments, customs duties, import taxes, VAT, brokerage fees, or other charges may apply depending on your country.
These charges are the responsibility of the customer unless clearly stated otherwise at checkout.
Relaxova™ Germany is not responsible for delays caused by customs inspections or unpaid customs charges.
16. Multiple Shipments
Some orders may arrive in more than one package.
This can happen if items ship from different fulfillment locations or become available at different times.
You may receive separate tracking numbers for each package.
17. Pre-Orders and Backorders
If a product is sold as a pre-order or backorder, the estimated shipping date will be shown on the product page, checkout page, or order communication where available.
If the estimated shipping date changes, we will notify customers where required and provide available options.
18. Refused Deliveries
If you refuse delivery of a package, the package may be returned to sender.
Refunds for refused deliveries may be reduced by shipping, handling, carrier, return, or customs-related costs where allowed by applicable law.
19. Delivery Responsibility
Once the carrier marks a package as delivered, responsibility may transfer to the customer.
However, if there is a delivery issue, please contact us and we will do our best to assist.
We recommend providing a secure delivery address where someone can receive the package.
20. Contact Us
For order or shipping questions, please contact us:
Business Name: Dbestey Solutions Germany / Relaxova™ Germany
Email: support@Relaxova-Germany.com
Address: Waagestr. 8, 37520 Osterode am Harz, Germany
Website: https://www.relaxova-germany.com/
