Shipping policy

Shipping and delivery terms

As of: 3 July 2026

1. Provider and delivery area

These shipping and delivery terms apply to orders placed through the online shop operated by:

FACTS AND SUPPS SCI GmbH
Rheinpromenade 4a
40789 Monheim am Rhein
Germany

Email: info@factsandsupps.com

We currently deliver to addresses in Germany, Austria and Switzerland.

We deliver to other countries only if the destination country can be expressly selected during checkout.

2. Shipping costs and free-shipping thresholds

The following shipping costs apply:

Destination country	Shipping costs	Free shipping
Germany	€4.90	on goods worth €60.00 or more
Austria	€5.90	on goods worth €60.00 or more
Switzerland	CHF 5.90	on goods worth CHF 60.00 or more

The shipping costs shown at checkout immediately before the order is completed are binding.

All shipping costs shown to consumers include the applicable taxes and duties.

The free-shipping threshold is based on the value of goods shown at checkout for shipping calculations after applicable discounts and price reductions.

If we arrange multiple partial deliveries, the customer will not incur additional shipping costs.

3. Delivery times

Unless a different delivery time is stated on the relevant product page or at checkout, the following delivery times apply:

Destination country	Delivery time
Germany	2–5 working days
Austria	3–7 working days
Switzerland	4–10 working days

The stated delivery times include order processing and subsequent transport to the delivery address.

For these purposes, working days are Monday to Friday, excluding public holidays at the dispatch or delivery location.

For orders using an immediate payment method, the delivery period starts on the first working day after the contract is concluded. Where payment in advance is agreed, the delivery period starts on the first working day after full payment is received.

Orders received on a Saturday, Sunday or public holiday will be processed no earlier than the next working day.

If the delivery period ends on a Saturday, Sunday or public holiday at the delivery location, it is extended to the next working day.

4. Different delivery times and products not immediately available

Different delivery times may apply to individual products, pre-orders or time-limited promotions. Where applicable, the different delivery time will be stated on the relevant product page or at checkout.

If an order contains several products with different delivery times, the delivery time of the product with the longest delivery time generally applies, unless a partial delivery is made.

If an ordered product is temporarily unavailable contrary to the original availability display, we will inform the customer of the expected delay without undue delay. The customer's statutory rights remain unaffected.

5. Carriers

The carrier is selected according to the destination country, delivery address, weight, dimensions and availability of the relevant shipping method.

We primarily use the following carriers and shipping methods:

Germany

DHL Kleinpaket
DHL Paket
DHL Packstation and post office

Austria

primarily GLS or DHL

Switzerland

DPD or MeinEinkauf through the customs-cleared DDP process

Customers are entitled to a particular carrier only where it is expressly offered as a selectable shipping method at checkout.

The term "standard shipping" describes the shipping method offered. It does not guarantee delivery on a specific calendar day or at a specific time.

6. Tracking

Once the order has been handed to the carrier, the customer receives a dispatch confirmation with a tracking link, where available for the relevant shipping method.

After the electronic shipping notification, it may take some time for the first scan or tracking update to appear.

Delivery estimates displayed by the carrier are non-binding estimates from that carrier and are not delivery dates guaranteed by us.

7. Delivery to parcel lockers and post offices

Delivery to DHL Packstations and DHL post offices is possible within Germany where the size and weight of the shipment and the selected shipping method permit.

The customer must provide all information required for delivery fully and correctly. This includes, in particular:

the recipient's full name;
personal DHL Postnummer;
the number of the Packstation or post office;
the correct postcode and town or city.

If required information is incomplete or incorrect, delivery may be delayed or the shipment returned to us.

Delivery to other post office boxes is not available unless expressly offered at checkout.

8. Delivery to Switzerland — DDP and no additional import costs

Deliveries to Switzerland are made as DDP deliveries — Delivered Duty Paid.

Under this shipping method, FACTS handles proper import clearance and the applicable import duties, customs duties and import taxes. With proper processing, the recipient therefore generally incurs no additional customs, import or clearance charges on delivery.

The product prices and shipping costs shown in the Swiss checkout are final for the customer.

If, contrary to this arrangement, a carrier requests additional import duties or clearance costs, the customer should contact us at info@factsandsupps.com before making payment.

Under DDP, the seller pays import duties and the costs associated with import clearance; shipments into Switzerland would otherwise generally be subject to import charges.

9. Subscriptions and recurring deliveries

With a subscription, each recurring order is processed according to the agreed delivery interval.

Each recurring order is subject to the shipping costs and free-shipping thresholds displayed or contractually agreed for that specific order.

If the value of goods in a recurring order is below the applicable free-shipping threshold, regular shipping costs may apply.

Changes to the delivery address, delivery interval or included products must be made through the customer account before the next order is processed, or communicated to us in good time.

If a recurring order has already been processed or handed to the carrier, changes or cancellation of that particular shipment may no longer be possible. Statutory rights of withdrawal and warranty remain unaffected.

10. Partial deliveries

We may make partial deliveries where reasonable for the customer, for example when individual products are available at different times.

No additional shipping costs apply to partial deliveries arranged by us.

The customer will be informed separately when each partial delivery is dispatched, where technically possible.

11. Correct and complete delivery address

The customer must provide a complete and correct delivery address when ordering.

Requests for changes must be sent to us without undue delay after ordering at info@factsandsupps.com. A subsequent change can be made only while the order has not yet been processed or handed to the carrier.

Once the shipment has been handed to the carrier, we cannot guarantee a change or redirection.

12. Undeliverable or uncollected shipments

If a shipment cannot be delivered because of an incorrect or incomplete address for which the customer is responsible, failure to collect it in time or unjustified refusal of delivery, and is returned to us, we will contact the customer where possible.

If the customer requests another dispatch, we may charge the additional shipping costs actually incurred, provided the customer is responsible for the return. The customer retains the right to demonstrate that no costs, or substantially lower costs, were incurred.

Simply refusing or failing to collect a shipment does not constitute an unequivocal exercise of the statutory right of withdrawal or rescission.

The customer's statutory rights remain unaffected.

13. Damaged or incomplete delivery

Customers are asked to check shipments on receipt for visible transport damage and completeness.

If a delivery is damaged, incomplete or incorrect, the customer should contact us as soon as reasonably possible at info@factsandsupps.com and provide the following information:

order number;
description of the problem;
photographs of the goods where damage is visible;
photographs of the inner and outer packaging;
a photograph of the shipping label.

This request does not create a limitation period. Failure to report an issue, or reporting it late, does not restrict statutory warranty claims, claims for performance or claims for damages.

14. Late or apparently lost shipments

If a shipment has not arrived after the stated delivery period, the customer should first check the tracking information and, where applicable, any agreed safe place, the relevant collection point or neighbours involved in delivery.

The customer can then contact us at info@factsandsupps.com. We will check the shipment's status and, where necessary, initiate an investigation with the carrier.

An investigation with the carrier does not restrict the customer's statutory rights.

15. Delivery delays

In individual cases, delivery may be delayed, particularly due to exceptionally high order volumes, seasonal peaks, carrier disruptions, strikes, exceptional weather events, customs clearance or other circumstances outside our direct control.

Once we become aware of a significant delay, we will inform the customer where possible using the contact details supplied with the order.

Statutory rights in the event of delayed delivery remain unaffected, particularly rights to set a deadline, withdraw from or terminate the contract and, where applicable, claim damages.

16. Transfer of risk

For consumers, the risk of accidental loss of or accidental deterioration to the goods generally passes only when the goods are handed to the customer or to an authorised third-party recipient designated by them.

This does not apply if the customer independently appoints a carrier that we had not previously offered as a shipping option. The statutory provisions remain decisive. For German consumer sales, this particular allocation of risk follows from section 475 of the German Civil Code (BGB) together with the statutory rules on sales involving shipment.

17. Contact

For questions about shipping and delivery, contact us at: