Welcome to our customer service

Frequently asked Questions

Where is my order?

Delivery usually takes 1-3 weeks.

You can find the DHL shipment tracking in the shipping confirmation, please also check your spam folder.

Often the goods are handed over to a neighbor and the parcel delivery man forgets to drop you a note. Please also ask your neighbors whether the package has arrived.

If you have not received your order within 1-3 weeks, please contact us by email at service@evertz-pharma.de.

Are there any product samples?

We do not offer product samples. In this way we avoid unnecessary packaging and transport routes. You are welcome to order our product in our online shop and try it out. If you are not satisfied with the product, we offer you a money-back guarantee.

What if I have not accepted the package?

If you were unable to receive the package and the package is returned to us, the purchase amount will be automatically refunded to you and you will have to place a new order in order to receive the goods.

Missing invoice: Where can I find the invoice or the correct bank details?

When purchasing on account, you will receive an email from Klarna with the correct bank details and your personal purpose. You must specify this when making the transfer.

ATTENTION: You will usually only receive the invoice 2 - 3 working days after ordering. If you have not received an email from Klarna 3 working days after placing your order, please check your spam folder.

What if I used the wrong bank details?

What happens if I have transferred the money directly to Evertz Pharma GmbH?

If you have accidentally transferred the money to our company account, the amount will automatically be returned to you. You then have to make the transfer to Klarna again.

What happens if I have given the wrong purpose for the transfer?

Klarna will then not be able to assign the transfer and the money will be automatically refunded to you.

Money-back guarantee: How does it work and where do I have to send the goods?

IMPORTANT: Only possible when purchasing in our online shop. Not in the pharmacy.

Please send your goods back - within the return period - postage paid to the address below. Please enclose a slip of paper with the shipment stating your name, address and order number. In this way we can clearly identify the return.


receiving department


757 Kenrick dr Suite 124

Houston, TX


How long does it take for the money to be refunded?

The money will be refunded within 14 working days of receipt of the return.

My package is empty: Why do I have to return an empty package to receive the money?

Our internal processes are designed in such a way that a return receipt must take place in our warehouse in order to carry out the reimbursement process.

When does the return period start?

The deadline starts once goods are received.

Why is there no return slip?

We are happy to cover the delivery costs to you within Germany. Unfortunately, we cannot cover the return costs. Otherwise we would have to make the products more expensive.

Can i order by phone?

You are also welcome to order from us by phone. The telephone number is +49 69 348 736 890 (german). Please provide an email address. (Telephone announcement 1)

If you do not have an email address, you will be forwarded to the shop pharmacy. There you can place an order without an email address. (Telephone announcement 2)

Further questions

If you have any further questions, please use the contact form below or send an email to service@evertz-pharma.com. Your email will then be processed within a few minutes / hours during our business hours.

IMPORTANT: Please include your order number in your message.



Order Number:


Telephone customer service

If possible, we ask you to clarify your concerns by email. We are also happy to answer your questions by phone. Please dial +49 69 348 736 890. Our telephone times are between 10 am and 5 pm. Orders can be placed by phone between 8 a.m. and 9 p.m. (GERMAN ONLY)

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