COVID-19

LATEST UPDATE COVID-19 (25th June 2020): Due to the Corona crisis, shipments by standard mail are taking longer times than usual, as postal companies use commercial carriers, which have cut down their international connections by more than 90%. Due to this situation, we have also started shipping "Value & Jumbo Packs" to Canada & the USA using DHL Express. The shipment of our bigger sets "Economy & Ultra Saving Pack" can still only be shipped by DHL Standard. German Post is currently sending all DHL Standard parcels to Canada by ocean freight due to limited flight capacities. A shipment by sea can take about a month, so keep in mind if you need formula urgently then order "Value or Jumbo Pack" using DHL Express.

DHL Standard shipping

"DHL Standard" shipping is a good option for shipments to if you want to save more and can wait long as transit time is higher as compared to prior periods of COVID-19.
Standard parcels are shipped using DHL from Germany and finally delivered by Canada Post in Canada and by USPS in the USA. All DHL Standard shipping for the USA is shipped with premium service so it's served with priority in Germany as well as in the USA.

DHL Express shipping

Should you need your shipment faster, we could also offer to ship it by DHL Express. With DHL Express your order usually needs 3-4 working days to reach metropolitan regions. (DHL Express is not available for the big sets "Economy & Ultra Saving Packs").

All transit times mentioned are based on our experience but cannot be guaranteed and do not include processing time. Transit times may vary due to actual parcel volume on the way to the destination country, customs procedures, and other hindrances that are beyond our control.

UPDATE ON COVID-19 (14th April 2020): Due to the pandemic, all governments are taking different steps to overcome this situation. Canada has stopped receiving shipments from Germany as per the latest updates from DHL. Due to this reason, we are no more accepting international orders fulfilled from Germany. Stay tuned and we'll let you know once we were able to accept orders. In the meantime, Canadian buyers can get benefits from the small inventory available on our Montreal based Canadian store: https://bioformulamilk.ca

MESSAGE REGARDING COVID-19 (17th March 2020): Due to the current situation there are currently delays in order processing and shipping of approx. 3-5 working days. The high volume of online orders causing the delivery times longer than usual. The availability of some products is also limited. Please note some orders may be modified based on product availability. We are working diligently to maintain the level of service to which our customers are accustomed to. Thank you for your understanding.

We strive to ensure that all items are quickly available for you again and that your order arrives as soon as possible. Stay healthy!

TRUSTYWORTHY SHIPPING PARTNER

As an organic shop we trust in DHL. Due to their investing in certified climate protection projects. We are using DHL STANDARD as our fast shipping service for USA & Canada.

International orders take 2 to 3 working days to process and ship. Orders are processed in the order they are received. A shipping confirmation email including carrier specific tracking information will typically be sent within 24 hours of an item being shipped. Please use your tracking code to check the status of your shipment.

A shipping confirmation email including carrier specific tracking information will typically be sent within 24 hours of an item being shipped. Please use your tracking code to check the status of your shipment.

COUNTRIES SERVED

We are currently shipping to the following countries.

CANADA, UNITED STATES OF AMERICA (USA)

*We ship Holle, Lebenswert and HiPP formula.

STANDARD SERVICE

After credit authorization and verification, you should expect to receive your order soon. For example shipping to the US takes within 11-15 business days. Canada 10-14 business days. This does not include weekends or holidays. We calculate estimated shipping times based on previous shipping experience and are not guaranteed.

Frequently Asked Questions

  • How much are the shipping costs?

     

    Right now, all packages are prepared in Germany and sent out to their destination countries. Delivery costs, therefore, vary according to country, weight and the chosen shipping method.

    After you put an item in the shopping cart click on “proceed to checkout” and the shipping charges will be displayed.

     

  • Do I have to pay import duty?

    There is an extremely low chance that customs charge extra fees.

    Anyway, customs policies vary widely from country to country. Orders shipped outside of the EU may be subject to import taxes, customs duties, and fees. You may also be required to provide an identification number. Any resulting costs are for the customer.

     

  • When will I receive my order?

     

    We know that receiving your shipment in a timely manner is of great importance to you because hungry babies can’t wait – so we do our best to ensure the quickest delivery times possible! Your package has a long way to go and we want to make sure that it arrives in good condition.

    STANDARD SERVICE – An affordable and uncomplicated delivery method.

    After credit authorization and verification, you should expect to receive your order soon. For example, shipping to the US takes within 11-15 business days. Canada 10-14 business days. This does not include weekends or holidays.

    We are committed to doing all in our power to ensure your order arrives on time. However, please note shipping times are based on our experiences and can’t be guaranteed. Due to postal mishandling, customs authorities or natural hindrances, in very exceptional cases delivery time may take longer.

     

  • How can I track my parcel?

     

    A shipping confirmation email including carrier-specific tracking information will typically be sent within 24 hours of an item being shipped. Please use your tracking code to check the status of your shipment.

    In case you haven’t received our shipping confirmation please check your spam/junk folder first – otherwise, contact us.

    As a registered customer, you can also find your tracking number in your account under “ORDERS”

     

    You can track your standard or expedited parcel here: German Post / DHL tracking

    Once your parcel left Germany you can track your parcel also with your national Postal company and get more detailed information:

     

    US buyers via USPS

    Canadian buyers via Canada Post

     

  • When does the tracking information get updated?

     

    Once a parcel has been processed at Frankfurt airport for shipment to the USA or Canada the data will also be transferred to USPS or Canada Post and the following status messages will be shown in the tracking system USPS / Canada Post:

     

    USA:  “Origin Post is Preparing Shipment”

    Canada: “International item has left originating country and is en route to Canada”

     

    This status will remain until your parcel gets processed in the destination country for the 1st time. Specific to USA customers, this stage takes much more time as compare to the next stages of shipment.

     

  • Will my order be x-rayed or irradiated?

     

    There is an extremely low chance your order will be x-rayed when it is processed through customs. However, none of the formula is exposed to irradiation. Infant formula or cereals are not subject to irradiation. None of our products shipped to overseas are getting irradiated no matter to which country they will be shipped.

    Please note that irradiation and x-raying are two totally different things.  Irradiation is a complex mechanism, that perishable products go thru to kill any potential germs or bacteria to prevent the spread of disease in the country where the product entering.

    X-raying is a simple thing, just like when you go through an airport, everything that enters or exits in a country must be x-rayed. Even your handbags and luggage is X-rayed when entering through the airport or via sea route. It’s a simple process of customs clearance without opening boxes and physically testing.

    X-ray machines do let off hints of radiation, but not enough to “hurt” the formula.  Formula is NEVER irradiated. 

    Please read this article for a better understanding of X-ray and irradiation. How the process happens, what are their purpose and intensity, etc.

    https://medium.com/@davidsmith7793/european-baby-formula-irradiation-and-other-clever-but-untrue-marketing-claims-but-maybe-you-e6c1dc071901

     

  • Why is there no update on my tracking information?

     

    Tracking information may not update immediately in some cases however, please rest assured your item is on its way after you have received an email from us having your shipment tracking details. There may not be any updates available when the package is in transit between origin and destination country. The tracking information should pick up again once your packages reach your local country.

    If your tracking status has not been updated for over 2 weeks, please contact us immediately and we will offer you further assistance.

     

  • My order is late or lost, what can I do?

     

    In the rare case of your package is delayed or lost, please note that we will have to contact the carrier to start an investigation. It may take up to 20 days to complete the investigation. Once we have the claim confirmation from the carrier, we will gladly issue you a refund.

     

  • My order arrived and boxes are open/damaged! What can I do?

     

    We are terribly sorry! We can assure you the products left our warehouse in a perfect state. Unfortunately, packages are sometimes damaged during their journey, but unless your sealed package of formula was accidentally opened as well, damage to the box is only cosmetic.

    Inspect all the individual pouches. If none are leaking formula, then it is safe. You can take a bucket of water and submerge the pouch for further inspection. If there are no bubbles then the pouch is still 100% airtight.

    If you received a badly damaged package, it’s necessary to report it to the delivery man and take pictures of the damage. Otherwise, the delivery organizations will deny compensation. Please also don’t hesitate to contact us and report the damage. We will then take care of it as quickly as possible.

     

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