Shipping policy

Shipping & Returns Policy – CrystalsFirst GmbH

1. General Shipping Information

Our products—recombinant and purified proteins in buffer solutions—are temperature-sensitive samples that require a continuous cold chain. To guarantee the integrity and quality of the samples, shipping is carried out exclusively via Express Shipping using the necessary amount of Dry Ice (Solid CO2, UN 1845).

  • Shipping Days: Shipments are generally dispatched from Monday to Wednesday. This ensures that samples are delivered before the weekend and avoids storage in logistics centers over the weekend.
  • No Delivery to PO Boxes: Due to the nature of the goods and the requirements of express handling, delivery to PO boxes or automated parcel stations (Packstations) is not possible.
  • Mandatory Express Service: Standard shipping is not available for this product type. Only the mandatory express rate will be displayed at checkout.

2. Specialized Shipping: Dry Ice and Hazardous Goods

Dry ice is classified as Class 9 Hazardous Material (UN 1845). We are fully equipped for safe and compliant handling in accordance with international safety standards.

  • Packaging: Every shipment is packed in a specialized, insulated polystyrene (EPS) box that complies with current IATA (Air Freight) and ADR (Road Transport) dangerous goods regulations.
  • Volume-Based Requirements: The required amount of dry ice varies depending on the destination country (transit time) and the weight of the shipment. Shipments to distant or customs-complex regions (e.g., Asia) require higher dry ice volumes, resulting in higher shipping costs.
  • Labeling: All shipments are properly marked with the required hazardous goods labels and handling instructions.

3. Shipping Zones and International Trade Terms (Incoterms)

The costs for express dry ice shipping consist of freight charges, specialized packaging, dry ice, and the resulting handling and documentation fees. Final costs are calculated at checkout.

  • 3.1. Domestic (Germany): 1 Business Day (Overnight). Flat rate including dry ice surcharge. Prices include German VAT.
  • 3.2. European Union (EU): 1–3 Business Days. Prices include German VAT. For business customers with a valid VAT ID, delivery is processed as a tax-free intra-Community supply.
  • 3.3. International (Rest of World & Asia): 2–7 Business Days depending on region and customs.
    Trade Terms: All international shipments to non-EU countries are handled under DAP (Delivered At Place) terms. This means CrystalsFirst GmbH is responsible for delivery to the named place, but the customer is solely responsible for all import duties, taxes, and customs clearance fees applicable in the destination country.

4. Exclusion of the Right of Withdrawal

The right of withdrawal or return is excluded for all scientific samples.

In accordance with Section 312g (2) No. 2 BGB (German Civil Code), the right of withdrawal does not apply to contracts for the delivery of goods that can spoil quickly or whose expiration date would be quickly exceeded. Since our samples require an uninterrupted cold chain to remain viable, any return is excluded once the goods have been dispatched or the seal has been broken.

Quality Guarantee: To maintain the highest quality and safety standards, the return or reuse of samples is not possible. Please ensure your order is correct before finalizing the transaction.

5. Liability and Recipient Obligations

  • Mandatory Acceptance: The recipient is strictly obliged to personally accept the shipment on the first announced delivery date. If the shipment cannot be delivered due to the recipient's absence or a failure to provide access, leading to a breach of the cold chain, CrystalsFirst GmbH assumes no liability for the resulting damage or loss of sample integrity.
  • Import Documentation: For deliveries outside the EU, the customer is responsible for providing all necessary import licenses, permits, and documentation required by local authorities. CrystalsFirst GmbH is not liable for shipments delayed, seized, or destroyed by customs due to missing or incorrect documentation provided by the customer.
  • Transport Damage: If you notice external damage to the packaging upon delivery, you must either refuse acceptance or ensure the damage is officially recorded by the courier. Please contact us immediately at webshop@crystalsfirst.com with photo documentation.