Reship & Delivery Protection Policy

Reship & Delivery Protection | SteroidsEU Policy

US Pharmacies · Official Policy

Reship &
Delivery
Protection Policy

We support our customers in case of delivery issues. However, reshipment and refund eligibility strictly depend on compliance with all mandatory delivery conditions outlined below.

Mandatory Requirements

Conditions for Successful Delivery

These requirements are essential. Failure to comply with any of them voids eligibility for free reshipment or refund.

Full Legal Name

Name must be complete and real. Incorrect or incomplete names may result in parcel return.

Accurate Residential Address

Address must be correct, complete and without spelling mistakes.

Valid Phone Number

Must include correct country code and match delivery country.

Be Available for Delivery

If you miss delivery (vacation, absence, etc.), free reshipment does not apply.

Track Your Parcel

Monitor tracking regularly. If parcel is returned due to inaction, shipping must be paid again.

Opening Video Required

Continuous first-opening video is mandatory for missing or damaged item claims.

No Address Changes After Dispatch

Redirection increases risk and voids free reship/refund eligibility entirely.

Policy Limitations

Know Your Boundaries

These limitations apply without exception. Please read each point carefully before submitting any claim.

Reshipment policy does not apply if order fulfillment conditions are not met.
If even one mandatory requirement is violated, we reserve the right to deny free reshipment and refund.
Only one free reshipment per order is available.
Returned parcels are not accepted under any circumstances.
If you refuse delivery, refund or compensation cannot be provided.

Delivery Issues

Situations & Solutions

Each scenario is handled according to compliance with mandatory conditions and available evidence.

Situation 01

Package Returned to Sender

All conditions met → one free reship OR full store credit.
Any condition violated → reship after new shipping payment OR credit minus original shipping cost.

Situation 02

Lost Package

A parcel is considered lost only if:

Lost Criteria

Status does not show "Delivered"
No tracking updates for 20+ business days

If "Delivered" But Not Received

Check mailbox & building entrance
Ask neighbors or household members
Contact concierge/building management
Contact courier directly

Only after completing all steps above, provide courier's official response and summary of actions taken.

Situation 03

Tracking Has Stopped Updating

No update for 7+ days → logistics investigation requested.
Confirmed lost/damaged → free reship OR store credit.
No carrier response + 20 business days without updates → parcel considered lost.

If tracking stopped after address redirection, responsibility lies entirely with the customer.

Situation 04

Customs Seizure

Do not confirm ownership of parcel.
Provide official customs seizure letter.

After confirmation, choose:

Option A: One free reship (new name, address & phone)
Option B: Full store credit.

Situation 05

Missing Items

Continuous first-opening video is required.

Confirmed missing → free reship OR store credit.

Video must be uncut and recorded from the moment of opening.

Situation 06

Damaged Parcel or Products

Please provide all of the following:

Outer packaging photos (labels visible)
Photos of all items
Close-up photos of damage
Short description of issue

If confirmed unusable → free reship OR store credit.

Customer Support