FAQs
Frequently Asked Questions (FAQs)
Welcome to the Official Swiss Chems FAQ page, where we answer the most common questions about our research compounds, ordering process, shipping, and policies.
We understand that researchers and customers may need additional information before placing an order. This section is designed to provide quick, clear answers regarding product quality, laboratory use, payment options, shipping procedures, and customer support.
If you cannot find the answer you’re looking for, our support team is always available to assist you.
You can contact us anytime at Sales@officialswisschems.com or SMS +1 (478) 226-7815, and we’ll be happy to help.
Common questions
What countries do you ship to?
We ship to most countries, including all 50 US States, Canada, Australia, Most European countries and select Asian and South American countries. You should, however, make yourself familiar with your specific country’s laws and regulations in order to avoid disappointment.
How can I track my order’s progress?
You will receive an email with tracking details when your order has been processed and shipped.
Can I modify or cancel my order?
Yes, please send an e-mail to sales@officialswisschems.com or contact us on Live chat within 1-2 hours of placing your order if you wish to modify or cancel your order. Your order can only be modified or canceled if it hasn’t been shipped yet. Our support team will assist you in modifying or canceling your order and issuing a refund where necessary.
Payment
What payment methods do you accept?
You can pay securely for your order via CHIME, ZELLE, APPLE PAY, CASH APP and Cryptocurrency. All Cryptocurrency payments are subjected to 15% Discount and it's our recommended form of payment.
What currency are prices denominated in?
All prices on our website are shown in USD.
What happens when the timer runs out on a crypto payment?
You can ignore the timer; our crypto processor automatically captures the payment if it arrives within 2-3 hours. Initially, your order status will be set to canceled after 20 minutes, but once the payment is captured, your order status will automatically change to processing (payment received).
I placed an order and have not received an email confirmation.
Please check your spam folder. Our emails will occasionally go to your spam folder because they are automatically sent. If you cannot locate the confirmation, please send us an email and we will get back to you as soon as possible.
Shipping
How long does it take for my order to be delivered?
Once your order is placed and processed, it will ship within 24-48 hours excluding weekends and holidays. If a product is out of stock causing a delay, we will notify you by email when to expect your order to ship. The estimated time of arrival for orders shipped within the US is 2-5 business days. International shipping varies. Please see the shipping and handling page for more information. Please note that once your order has shipped from our facility, we have no control over any type of delays, so we are unable to guarantee the exact time of arrival. Tracking info can take a couple of days to update.
Do you offer FREE SHIPPING?
Yes, we offer free shipping on US orders over $100 and International orders over $275.
I did not receive my package and tracking has stopped.
Tracking for internationally shipped packages may indeed take 2-3 weeks to update. Local post processing can be slow sometimes. If your package gets lost/seized/damaged, we would happily send a replacement free of charge or issue a refund.
I did not receive my package, but according to tracking it has been delivered.
There are a few possibilities if the tracking says delivered but you have not received the package. It’s possible the package was received by someone else. Check if your neighbor, a front desk, receptionist, mailroom, doorman or colleague received the package. Couriers also sometimes drop off packages at the wrong address, street or mailbox. We also recommend reaching out to your post office to find out if they have any information. We recommend waiting a couple of days for the package to turn up, usually, a neighbor or colleague has it. If it never turns up, please get in touch with us so that we can investigate from our side and help you out.
My package is held at customs, does that mean my package has been confiscated?
Customs need time to do their work, it can take a couple of days up to a couple of weeks for customs to complete the process, which is outside of our control. If the package wasn’t cleared at customs, you would receive a letter. We provide a delivery guarantee, so not to worry. If your package gets confiscated, you can request either a refund or for your package to be reshipped free of charge.
What happens if my package is confiscated by customs?
We provide a delivery guarantee, if your package gets confiscated, you can request a refund or for your package to be reshipped free of charge.
Can I get a refund if my product was damaged during shipment?
Yes. Kindly reach out to us with photographic evidence so that we can offer a refund or reship your product.
What courier service do you offer?
We currently use USPS, UPS, and FedEx.
Do I need to sign for my package?
Most deliveries do not require a signature, however, this is dependent on the shipping carrier and shipping method.
Do you ship to P.O. boxes?
Yes, we do ship to P.O. boxes.
Can you ship overnight?
Yes, we can. However, you'll be charged extra.
Do you ship to military addresses (APO/FPO)?
Yes, we do. Just make sure that you enter the address in the correct format.
Orders
Do you have a refund and return policy?
Yes we have a refund & return policy. We handle refunds and returns on a case-by-case basis, please contact us at sales@officialswisschems.com or contact us via live chat so that we can assist you.
I didn’t receive an order confirmation e-mail; did you get my order?
You can reach out to us at sales@officialswisschems.com or on Live chat to confirm if your order has been received.
Can I modify or cancel my order?
Yes, please send an e-mail to sales@officialswisschems.com or contact us via the Live chat within 1-4 hours of placing your order if you wish to modify or cancel your order. Your order can only be modified or canceled if it hasn’t been shipped yet. Our support team will assist you in modifying or canceling your order and issuing a refund where necessary.
How can I track my order’s progress?
You will receive an email with tracking details when your order has been processed and shipped.
The package I received wasn’t my correct order.
Please contact us immediately at sales@officialswisschems.com or via live chat. Once your claim is verified, we will ship the correct item(s).
I placed an order and have not received an email confirmation.
Please check your spam folder. Our emails will occasionally go to your spam folder because they are automatically sent. If you cannot locate the confirmation, please send us an email and we will get back to you as soon as possible.
Product
How are your products verified?
Do you have third party lab reports for all your products?
Yes, you can download the test report of all products on the relevant product page. We also batch code all our solutions and powders so you can look at the specific test report that belongs to your product.
Will changes in temperature, sunlight or freezing compromise the integrity of my product?
Temporary temperature changes will not affect the integrity of our products. Your products should be stored at room temperature, preferably out of direct sunlight.
Will my product come with a measuring tool?
A complimentary 1ml dropper is automatically added to all orders containing solutions. We do not provide a measuring tool for powders.
How should I store my product?
Your product should be stored at room temperature, preferably not in direct sunlight.
What is the shelf life of my product?
We guarantee 24 months after MFG.
WHAT IS YOUR PRODUCT QUALITY GUARANTEE