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Re-Shipping Policy | DeusPower

Re-shipping Policy

Re-shipping Policy for Retail Orders

Damaged Shipments

💡 If your order arrives damaged, we will re-ship it free of charge. To qualify:
  • Send detailed photos of the parcel showing the recipient’s information immediately after delivery.
  • Include clear photos of the damaged products and packaging.

Undelivered Shipments

💡 If your shipment is not delivered within the following timeframes:
  • 45 days (EU, USA, GB)
  • 60 days (rest of the world, including islands)

Send us an email including your tracking number. After verification, we will re-ship your parcel free of charge.

Reporting Delays

If your tracking has not updated or your parcel appears delayed, you must contact our support team at info@deuspower.info within 45 days from the shipping date. Reports made after this period will not qualify for re-shipping or investigation, as tracking data may no longer be retrievable from postal services.

Seized Shipments

💡 If your parcel has been held by customs or the FDA, we will re-ship it free of charge provided you send us:
  • A photo (minimum 120 dpi) of the envelope or letter from customs/FDA showing the recipient’s name.
  • A photo of the seizure notice with recipient details.
  • A new delivery address and recipient name (required for re-shipping).
⚠️ Important: Each order can only be re-shipped once.

Please note that we only reship the originally ordered products and do not make any modifications to the order.

Re-shipping Fees Due to Customer Error

💡 If an incorrect or incomplete address is provided (e.g. missing house number, company name, or delivery instructions), or if the recipient is unavailable, an additional re-shipping fee will be charged.

Fees

  • EU Countries: 22 EUR (Deus Medical & Astera Labs), 8 EUR (Biaxol)
  • Non-EU Countries: 28 EUR (Deus Medical & Astera Labs), 15 EUR (Biaxol)
  • United States: 30 EUR (Deus Medical & Astera Labs)

If your order includes multiple brands, separate shipping fees apply to each parcel.

If the recipient is not available on the day of delivery, consider the following options:

  • Leave the parcel in the mailbox (include the recipient’s name if required).
  • Leave the parcel at the door.
  • Deliver to a neighbor (provide the address).

Uncollected Shipments

If a parcel is marked as “Ready for Pickup” and includes the pickup location and time, it must be collected within the given timeframe. Otherwise, an additional re-shipping fee will be required.

For any questions regarding re-shipping, please contact us at info@deuspower.info.