Customer service
If you have any questions or concerns regarding products or shipping, please contact us at [email protected].
Prices and payment
Within the European Union, prices include VAT. For deliveries outside of the European Union, orders are shipped in accordance with “Delivered Duty Unpaid” (DDU) whereby we are responsible for ensuring that goods arrive safely at the destination, but the buyer is responsible for import duties. This means no VAT, duties and/or taxes are collected. For such orders, we cannot precisely predict what charges, customs and duty fees may apply.
We reserve the right to withhold an order until payment has been processed and approved, and to cancel the order and refund payment before the product has been shipped.
Delivery
All orders are shipped free of charge from our laboratory in Copenhagen, Denmark.
We ship within 1-4 business days from received payment. Expect a shipping time of 1-4 days within the European Union, 3-10 days for the rest of the World. When your package is shipped, you will receive an email with shipping confirmation with tracking information.
Due to courier restrictions and the risk of credit card fraud, we cannot deliver to PO boxes.
if your package arrives damaged or missing items, please report this to [email protected] within 24 hours from delivery. Please include photo documentation and notify the courier company.
Returns
We accept returns of any product within 30 days of delivery. All returns, changes to, or cancellations of orders must be made in writing to [email protected] before you ship the products back to us. In the event of returns, changes to or cancellations, we reserve the right to cancel any further outstanding orders and arrange for a full refund to you without liability.
To be eligible for a return, your item must be unused, in materially the same condition that you received it, and in the original packaging. We may require a receipt or other proof of purchase.
Frankenstein Research will cover the expense of return shipping. We add no return or re-stocking fees.
Refunds: Five to ten days from accepted returns
Refunds will typically take five to ten days to process from us receiving the product. Once your return is received and inspected, we will contact you by mail. Your refund will be processed, and a credit will automatically be applied to your credit card or other original method of payment.
If you haven’t received an expected refund, please be mindful of processing time. Your bank or credit card issuer will typically be the ones who can answer where in the process the refund is, once we’ve issued it. Should you have any questions, please contact us at [email protected].
Where to ship your returns
To return your product, you should mail it to our laboratory:
Frankenstein Research
Faelledvejens Passage 2, 1.
2200 Copenhagen N
Denmark
Need help?
Contact us at [email protected] for any questions related to an existing order.