FAQ

Yes, you can add items to an order that has not yet been shipped. Please contact us about this as soon as possible.

Orders are prepared and shipped to you within 1–3 business days.

Unfortunately, this is not possible.

You can pay for your order using international bank cards or PayPal.

We offer VAT-free purchases for non-EU customers. However, for shipments outside the EU you may have to pay import duties or other additional taxes upon receipt of your order. Charges vary depending on your customs authority.

Unfortunately, we’re not able to provide the exact duty amount in advance. Customs authorities determine this based on the total order value and local regulations. These charges are outside our control and therefore not shown at checkout. Customers should take this into consideration and make their purchase decision accordingly.

If you refuse delivery or do not pay the required customs duties, and your order is returned to us by the carrier, all related costs – including return shipping fees, customs duties, import taxes, and any administrative fees charged by the carrier or U.S. Customs – will be deducted from your refund.

Your parcel will first arrive at the customs authorities of your country, where the duties and taxes will be assessed. Payment procedures vary depending on your country’s regulations. In some countries, duties are paid directly to the customs authorities, while in others they are collected by the delivery carrier or recipient upon receipt of the parcel.

The most efficient delivery methods via postal/courier services

After we ship your order, you will receive an email containing your tracking number and a link to the courier service to track your package.

We ship to all countries worldwide. If your country is not available in the shipping list, please contact us, and we will offer you personalized shipping options.

Once the package has been shipped, it is unfortunately not possible to change the delivery address while it is on the way to you.

If you are not satisfied with our product or service, you can contact our customer service. Our employees are happy to help you.

If your order included medical devices of proper quality, they cannot be returned, as they fall under the list of non-food products that are not eligible for return.
If your order included other non-medical items, you may return them. You must inform us of your intention to return such items within 14 days of receiving them.

Please inform our customer service.

The diabet12.com Online Shop will make reasonable efforts to replace damaged, defective, or incorrect items. If a replacement is not possible, we will refund the total order amount to your original method of payment within 30 days.