Shipping & Return
Where Can I Track My Order?
Please visit the following page to track your order:
Track Your Order
When Do Orders Ship Out?
Orders placed before 10am GMT will typically (~90% of the time) ship the same day. Otherwise they will ship out the following business day. Unanticipated delays are possible so please allow 1-2 business days for your order to ship. We do not ship on Sundays, Saturdays or federal holidays. Large and special orders may require an additional 1-3 days for processing.
How Long Does Shipping Take?
Please see below for transit time estimates, this does not include processing time. Packages typically reach the courier within 1-2 business days. The following delivery time estimates are counted in business days (M-F), not calendar days. A shipping confirmation email containing your tracking information will be sent to you after your package has been scanned in by the courier, this can sometimes take an additional business day.
Transit Time in Europe:
GLS First Class
For packages that weigh 1 kg. or less. Average arrival time is up to 4 – 8 business days with delivery confirmation. Tracking is spotty and arrival time is variable.
Post Ground & Air
For most packages average arrival time is 5 – 10 business days with delivery confirmation and tracking. Arrival time is not guaranteed, and is only accurate about 80% of the time.
Why are GLS and Post services so expensive? Because of Surcharge fees.
We welcome orders from anywhere in EU and do our best to guarantee delivery. However, if you are using a mail forwarding service we cannot guarantee successful delivery to the forwarded mail address, as this is not something we control.
There may be shipping restrictions, but we do our best to make our packages discreet as possible.
Customs Fees & Duties
There are non-such fees.
If a package is held by customs for inspection it could be delayed for several weeks. You should contact the courier and find out if anything can be done to expedite the process. Typically, they will request additional information such as what the product is, what it is for, how much it cost, a copy of the invoice or additional documentation. It is important your answers are consistent with our customs declaration.
The product is a lab reagent for lab research. Values are declared in full and you can provide your order confirmation emails as an invoice. If any other documentation is needed please request the courier sends you a detailed written description via email and forward this to us at firstname.lastname@example.org so we can prepare it.
If the package was shipped GLS, then you can call this courier respectively. If the package was shipped by Post services then custody will be transferred to your local national postal service on arrival to the destination country. In that case you will need to call your local postal service.
In case customs seizes your package, we will offer to ship a free replacement using a different courier and/or declaration. If this replacement is seized we will issue a refund or store credit, less the cost of shipping.
Will a Signature Be Required?
All orders require a signature for delivery, we cannot waive the signature. This is to protect your order from being lost or stolen.
If you would like to arrange a better delivery or pickup time we will provide contact details for the courier once the package ships. If you miss the first delivery attempt the courier will make additional attempts as well as leave a delivery slip to pick up the package from the local post office.
If you would like to hold the package until a later date please contact us and we can arrange this as long as the order has not shipped out.
How Can I Cancel My Order?
All orders are held for 1 hour to allow for modification or cancellation. After this time, we cannot guarantee we will intercept an order for cancellation.
If you are a registered user please find your order on the Order History page and then select the “Cancel” or “Request Cancel” button. If this is not possible please contact us immediately. We will do our best to accommodate you.
My Package is Late!
Packages are late over 25% of the time, there is nothing we can do about this and we will not refund the cost of a shipping.
My Package Tracking is Not Updating!
Couriers can lose track of packages but that does not mean they are lost for good. It may turn up if we give it enough time.
International packages: If an international package does not update for over 4 weeks please contact the courier.
Courier contact information is provided in our tracking update emails. If the courier does not know where the package is please contact us. If sufficient time has elapsed, we will deem the package lost and issue a free reship.
My Package wasn’t Delivered!
If the courier claims your package was delivered but you have not received it, it is possible a neighbor or front desk receptionist has it. Please contact the courier’s local office and speak to the postmaster. They will have GPS coordinates on each tracking update and can confirm where it was delivered, when and to whom. If the postmaster claims the package was delivered correctly, please wait at least 1 week for the package to turn up. If it does not turn up please contact us.
My Package has a Missing, Wrong, Damaged or Defective Item!
Please note, all orders are documented and photographed prior to shipment to avoid fraudulent claims. We must be notified within 7 days of the delivery date for any of the following issues.
Missing Items: If an item is missing, please contact us immediately. Once verified we will ship the missing item(s).
Wrong Items: If a wrong item is received, please contact us immediately. Once verified we will ship the correct item(s). We will also provide a prepaid return label to return the wrong item(s).
Damaged Items: All items are shipped securely and in a manner that ensures safe arrival. If this is not the case please contact us immediately with photographic evidence. Once adequately verified we will ship a replacement.
Defective Items: Claims of defect, including incorrect weight, incorrect concentration and inadequate quality, are taken very seriously. For incorrect weight claims please send us the make and model of your scale. For incorrect concentration and inadequate quality claims please be prepared to send us a return sample for analysis. Once adequately verified we will ship a replacement.
Refunds, Returns & Exchanges
Refunds, returns and exchanges are at the sole discretion of XStreamForce.com
Customer Satisfaction: We consider customer satisfaction a top priority and for that reason if you are not satisfied within 14-days of delivery, please contact us and we will help you.
Returns & Exchanges: We will accommodate a return or exchange within 14 days of delivery. See our Return Process page to begin the return process. Due to the possibility of degradation we cannot accept returned items that have been opened, adulterated or specially handled goods, such as those requiring low temperature storage. The exchange or refund will be issued after the items have been returned and verified.
Refunds: Where possible we will issue a refund to the original method of payment. If this is not possible we will arrange other means such as check or Bank Transfer.
Chargebacks & Payment Disputes
Chargebacks: Chargebacks by a credit card issuer or bounced check are taken seriously. As a matter of fraud protection any chargeback will result in the client being (temporarily) placed on the no-sell list until we can get in contact with you.
Payment Disputes: Please contact us first if you have a payment dispute because we can solve most problems faster than a bank or payment processor.
Shipping Protection Claim Policies
If you purchased our shipping protection, you may file a claim using this form. Shipping protection claim policies are as follows:
- Stolen Package (Marked as Delivered)
- File claims no earlier than 2 days and no later than 7 days from when it was marked delivered.
- Orders over 100€ require a police report
- Lost Package (Stuck in Transit)
- EU: File claims no earlier than 30 days and no later than 45 days from the last update
- Damaged Item on Arrival
- File claims for damaged items with photos of the package and item (required) no later than 2 days from when it was marked delivered.