Shipping policy

 

Shipping Methods, Delivery Times, and Pickup

  • We ship worldwide via DHL or GLS, depending on the destination and package size.
  • Orders placed before 1:00 p.m. usually leave our warehouse the same day.
  • Throughout Germany: Deliveries usually arrive at their destination within one business day.
  • Some deliveries are made on Saturdays.
  • Shipments throughout Europe take about 2–5 business days.
  • Pickup at our logistics center is also available. Please let us know if you’d like to pick up your order.

Pickup at our logistics center is also possible. Please let us know if you’d like to pick up your order. 

Altruan GmbH - Logistics Center
Altruan-Ring 1
84323 Massing

Shipment Tracking

When your order is shipped, you will receive a shipping confirmation (in addition to your order confirmation) containing all the information about your shipment and a link to track it. You will be notified immediately of any status changes. 

Didn’t receive your entire order?

We apologize if you do not receive your entire order. Often, your order is shipped in multiple packages, allowing the shipping carrier to deliver the remaining items at a later date. 

For large orders or orders containing items with varying availability, we ship the items in stock first. The remainder of the order will be shipped immediately as soon as it becomes available. If your shipment is affected by this, we will notify you right away.  

Returns

If your items are defective, we will arrange for a free return shipment on your behalf. Please contact us immediately so that we can handle all further steps for you. If you wish to cancel your order, please refer to our Terms and Conditions and Cancellation Policy for the exact refund procedure.

Information on the Obligation to Accept Returns of Packaging Materials

Under the current Packaging Act (VerpackG), Section 15(1), Sentence 1, we are obligated to accept the following packaging materials from end consumers free of charge:

  • Transport packaging, such as pallets, bulk packaging, etc.,
  • Sales and outer packaging that, after use, typically does not end up as waste in the hands of private end consumers,
  • Sales and outer packaging for which participation in a recycling system is not possible due to system incompatibility pursuant to Section 7(5), and
  • Sales packaging for goods containing hazardous substances, or
  • reusable packaging.

Appropriate packaging material is used when the product is delivered, and we accept its return free of charge. In this way, we ensure that the packaging material is returned to the recycling cycle. By providing information about return options, we aim to achieve better results in the return of packaging and ensure a contribution toward meeting the European recycling targets under EU Directive 94/62/EC.

As an end consumer, you can return the packaging material at the location of actual delivery or in its immediate vicinity.