Frequently Asked Questions
Please read our FAQ before contacting our customer service.
General
Find out what others say about us on Trustpilot:
We value your security and privacy and therefore we provide the following services in order to keep your transaction safe and secure.
- Anonymous payment methods
- Encrypted and anonymized customer data*
- Discreet delivery with low profile packaging
*We anonymise our customer data periodically to comply with present privacy requirements.
After placing your order with us, it will move along a few steps.
We strive to ship all orders within 1 or 2 business days upon confirmation of your payment. In some cases this may take longer.
We only ship during business days excluding public and national holidays.
On weekends we do not ship orders and customer support is reduced.
You may notice a few order updates such as:
- On hold
We are waiting to receive your payment in our bank account or crypto currency wallet. - Processing
We have received your payment and we will pack and ship your order between 1 or 2 business days. - Ready for shipping
Your order is packed and ready to go. We will add your tracking number within 1 or 2 business days. - Shipped
Your order has been shipped and will be delivered soon.
You can see it’s latest whereabouts using the track and trace information.
Payment
Bank Transfer
Pay for your order directly from your bank account.
Cryptocurrency
Bitcoin (BTC), Litecoin (LTC), Basic Attention Token (BAT), Bitcoin Cash (BCH), Bitcoin SV (BSV), Dash (DASH), Decred (DCR), EOS (EOS), Ethereum Classic (ETC), Ethereum (ETH), Chainlink (LINK), Lisk (LSK), Maker (MKR), OmiseGO (OMG), Augur (REP), Tron (TRX), Waves (WAVES), NEM (XEM), Stellar (XLM), Monero (XMR), XRP (XRP), Zcash (ZEC) and 0x (ZRX).
For all other cryptocurrencies we suggest you to exchange them directly via ShapeShift.io after you have placed your order.
Western Union
Direct transfer to our bank account via Western Union is accepted.
Please note that we do not accept payment to a person for cash pickup.
MoneyGram
Direct transfer to our bank account via MoneyGram is accepted.
Please note that we do not accept payment to a person for cash pickup.
Yes, but with a workaround.
The following steps will guide you through the process.
We will get you started in just a few minutes!
- Place your order and select any payment method (i.e. Bitcoin)
You will receive a payment address and total amount. - Now visit https://www.coinbase.com/signup
- Fill in your account details and upload your ID (one-time only) to verify it’s you
- Buy the amount of the payment method that you have selected (i.e. Bitcoin)
- Transfer this amount to the payment address that you have received on our website
Bank Transfer
Payments with Bank Transfer made during business hours usually arrive in 1-2 business days and are processed manually upon arrival in our bank account. Paid orders are shipped within approximately 24 hours after your order was marked as Paid.
If you have paid more than 3 business days ago and your order has not been processed yet, please contact our customer service.
Bitcoin or other crypto currency
Payments with Bitcoin or other crypto currency are processed automatically after the blockchain confirms the transaction.
If the payment arrives in the morning during business days we might be able to offer same day shipping.
Western Union/MoneyGram
Payments to our bank account via Western Union or MoneyGram may take up to 1 week to arrive in our bank account.
You may send us a proof of payment, however this does not speed up the processing of your order.
Your order is processed only when the payment actually arrives in our bank account or crypto currency wallet.
Shipping & Delivery
Shipping to European destinations only. We do not ship to USA.
We do not offer shipping to your country if it is not listed during checkout.
All orders receive a tracking number after the order is shipped. We do not ship untracked.
On rare occasions a shipment may be delayed or lack tracking updates for a substantial amount of time.
In such event you may contact our customer service if two weeks since the last tracking update has passed.
Experience teaches us that in 90% of the cases a delayed shipment may still arrive despite what the shipping company informs the customer.
Our customer service will only offer you a solution if the last tracking update was more than two weeks ago.
In case you do contact our customer service before, we are are unable to accommodate your request.
Transit times that are available during checkout are indicated by the shipping services.
Transit times are counted in business days. Weekends and holidays do not count as a business day.
We do not take responsibility if the shipment does not meet or exceeds this period of time.
If you have paid a shipping fee, you have paid for the use of shipping service, not for the transit time.
If your order was undeliverable, a €50 service fee will be charged for the reshipment after the original shipment was returned.
We offer shipping with a variety of companies which include but are not limited to: DPD, GLS, PostNL and UPS.
The exact shipping methods for your destination are available during checkout, including their indicative transit times.
You may find an indication of the type of shipping methods that we offer below:
Registered
Flat or padded envelope with a track and trace. Signature required
Parcel
Package with track and trace.
Courier
Package with track and trace. Signature required
+ This shipping method has an excellent delivery rate.
+ Service point delivery possible. Delivery at a location in your area.
Express
Package with track and trace. Signature required
+ This shipping method has an excellent delivery rate.
+ Service point delivery possible. Delivery at a location in your area.
Insured
Package with track and trace and one-time reshipping of order in case of lost shipment*. Signature required
*Reshipping policy for Insured shipping method
- Order is not marked as delivered (somewhere else)
- Order is not confiscated by customs
- Order tracking is not updated since three weeks (21 days)
In case your order meets all above requirements we can proceed with a one-time reshipment.
If you fill in your address details during checkout, you will see the shipping methods.
The transit times for your destination are available during checkout after the shipping address has been entered.
Registered
Delivered in approximately 2 – 10 business days*
Parcel
Delivered in approximately 2 – 5 business days*
Courier
Delivered in approximately 2 – 4 business days*
Express
Delivered in approximately 1 – 3 business days*
* depending on destination
Shipping to a Postal Office in your area is at your own risk.
If the shipment can not be delivered it will be returned due to incorrect address.
We recommend you to select GLS or UPS at checkout and use a GLS ParcelShop or UPS Access Point address as the shipping address.
GLS ParcelShop finder:
https://gls-group.eu/GROUP/en/depot-parcelshop-search.html
UPS Access Point finder:
https://www.ups.com/dropoff/
Reviews
We invite you to place a review on Trustpilot: https://www.trustpilot.com/evaluate/chemsresearch.com
Do not forget to add your order number so that we can identify your order and offer you a coupon of €10 in return.
If you are not satisfied contact us in advance. We only offer coupons for genuine experiences.
Coupons for reviews are distributed 7 days after the review has been posted and only if it’s still listed on Trustpilot.
In case Trustpilot takes down your review on any suspicion, we will not offer you a coupon until you have successfully appealed this decision.
If you have purchased the product you can place a review on the product page on our website.
For every approved product review we offer wallet credit of €2,50 which can be used for your next order.
Product reviews are not approved if they violate our policy or with attempt of fraud.
Please contact our customer service with an explanation of your experience.