Frequently Asked Questions

  • Do I have to register to be able to use the online shop?

You can browse through products and see their basic prices without being registered. However, to order a product you will need to create an account.

 

  • How secure is the shopping in the Biognosys Online Shop?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party.

Credit card payments will be verified through Saferpay. Saferpay supports all current security standards. The Saferpay e-payment solution implemented in Biognosys online shop is certified according to the Payment Card Industry standard (PCI DSS) and internationally approved for the 3-D Secure procedure by Visa (Verified by Visa) and MasterCard (MasterCard Secure Code).

 

  • Which payment methods are accepted?

We accept payment by credit card (VISA / MasterCard) and by direct bank transfer services.

 

  • In which currency can I pay for the goods?

Orders from Switzerland and Lichenstein will be charged in CHF, orders from other European countries will be charged in EUR, orders from all other countries will be charged in USD.

 

  • Can I change, correct or cancel my order?

Once you have completed the checkout process, you cannot change, correct or cancel your purchase. Further information can be found in our Terms & Conditions. If you have made a mistake during ordering please contact us immediately at order@biognosys.ch and we will try to find the best solution for you.

 

  • Is it possible to use purchase orders?

Yes. In the checkout process in the online shop you will be able to indicate the purchase order number and a separate billing address. This purchase number will then appear on the invoice that will be sent via mail to the indicated billing address. The invoice payment terms are 15 days net.

  • When do I receive an invoice for my order?

You will receive your invoice in PDF format via e-mail when we review your order. This usually takes less than 1 business day.

 

  • How and when are the goods delivered?

All orders are processed within 1 to 2 business days and the goods are then shipped with an express delivery courier. Depending on your country of residence and customs procedures the delivery usually takes from 2 to 3 business days for orders from Switzerland, 2 to 6 business days for orders from Europe and North America, and 5 to 10 business days for orders from other countries. You will receive a tracking number to monitor the delivery yourself. If you still have questions about your delivery, please feel free to contact us at order(at)biognosys.ch.

 

  • What are the costs of delivery for orders from Biognosys Online Shop?

Depending on your country of residence different shipping and processing charges are applicable. You can find detailed information here. Please note that all the prices exclude country specific taxes (e.g. VAT) and custom fees.

 

  • Do I have to pay a customs duty or taxes for the goods ordered?

After a shipment reaches your country it might be subject to import duties and taxes. These additional charges for customs clearance are paid by you; we have no control over these charges and cannot predict what they might be as customs policies vary widely from country to country. Please, contact your local customs office for further information. To facilitate the customs process, we reserve the right to inform customs of the value of goods within the packages. Biognosys has no influence over this procedure.

 

  • I have a technical question about your products. Whom should I contact for technical support?

You can find answers to technical questions in our Helpdesk Forum. Here you can also post a question yourself and our support team will answer it as soon as possible.

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