FAQ

PAYMENT:

Which payment options do you offer ?
You can use Paypal or pay by Credit Card. We accept Visa, MasterCard and Amex

In which currency are you offering ?
Our standard currency is US$ but our Canadian customers are most welcome to change the currency to C$.
When using a mobile device you can change the currency using the "menu"

SHIPMENT & ORDERING:

How long does it take to receive my parcel ?

EXPEDITED shipping to USA :
For shipments to the USA we strongly recommend "Expedited shipping" at checkout and you will receive your order usually in 2 weeks or even less.
The parcel has priority when leaving Germany via Frankfurt airport and will directly enter the USA in NYC, Miami, Chicago or San Francisco depending on final destination and will also be processed by U.S. customs with priority.
We recommend expedited for shipments to the USA as this is the fastest way to get your parcel through U.S. customs and receive it via USPS.

Please have a look at the tracking history of some of our recent expedited shipments to the USA:

expedited shipment to Washington
expedited shipment to Maryland
expedited shipment to Georgia
expedited shipment to Arizona
expedited shipment to California

EXPEDITED shipping to CANADA:

For CANADA we do NOT offer expedited shipping, as in best case you save a few days compared to standard shipping and in some cases it's absolutely the same.
Canadian customs is generally very efficient and doesn't have long waiting queues. Standard shipping is the best way for shipments to Canada.

OUR PARCELS WITH 3 or 4 boxes of formula
Our parcels with ONLY 4 boxes of Holle formula or 3 boxes of Lebenswert formula are ALWAYS sent as PRIORITY registered small parcel and usually need 6-12 working days to arrive.

All transit times mentioned are based on our experience but cannot be guaranteed.

STANDARD SHIPPING:
Depending on the country of destination, we have an average transit time of 2 - 3 weeks if you choose "Standard shipping" at checkout.

USA: standard shipments to the USA arrive in Jersey City having an average transit time of 3-4 weeks depending on final destination. In some cases it can also take longer when USPS in Jersey City is congested.

Canada: standard shipments to Canada arrive in Mississauga ON and usually take around 2 weeks depending on final destination in Canada. The Canadian postal system is quite reliable when it comes to transit times.

Singapore & Hong Kong: standards shipments usually take around 2 weeks

All transit times mentioned are based on our experience but cannot be guaranteed.

How much are the shipping costs ?
Our shipping costs depend on the weight of the items and also on your desired shipping method.
After you put an item in the shopping cart click on "check shipping charges" and the shipping charges will be displayed.
Our default setting is "expedited to USA" which you can change according to your requirements and country.

What happens after I have placed my order ?
You'll get an order confirmation and we will carefully pack your products and ship with German Post.
You will receive the parcel by USPS or Canada Post or other domestic postal company depending on the country of destination.
We usually ship the same or the next working day and you'll get an info with the tracking information.

How can I track my parcel ?
Right after shipment you'll get an email with the tracking information. (Hotmail users should check their spam folder)
As a registered customer you can also login to your account and find the tracking no. under "ORDERS"

You can track your standard or expedited parcel here: German Post / DHL tracking

Once your parcel left Germany you can track your parcel also with your national Postal company and get more detailed information:
US buyers via USPS
Canadian buyers via Canada Post

Our small registered parcels with 3 or 4 boxes of formula sent to the USA are fully traceable via USPS.
Our small registered parcels with 3 or 4 boxes of formula sent to the Canada can only be traced via German Post until they enter Canada, as Canada Post no longer provides tracking of international registered mail items.

Of what material are the packing chips to protect the formula inside the carton ?
We use packing chips made of corn starch. They are certified compostable and 100% biodegradable.
For more information download this PDF : PELASPAN® BIO Loosefill

Why are your prices so competitive compared to other sellers ?
We have an optimized supply chain and buy the formula in bulk. Furthermore we get very good rates from German Post for shipping to overseas. This advantage we pass on to you so that you get the original HOLLE , Lebenswert or HIPP formula at lowest possible prices.

Can I customize my order ?
Of course you can! A lot of our customers simply tell us by email what they require. For example: 4 boxes of Stage 2 and 4 boxes of Stage 3 instead of 8 boxes of the same stage. We make everything possible. Simply send us an email what you require and we will offer to you. We can send a corresponding invoice via Paypal to your Paypal account for an easy transaction.


PRODUCT:

What is the advantage of European organic infant formula ?
They are certified organic products made from 99% organically grown ingredients. Holle & Lebenswert only use cow's milk from cows raised on biodynamic farms in caring environments. This results in a top quality organic infant formula that complies with the strictest European standards, giving your baby the best that formula can provide.
European certified organic products have to be free from GMO (genetically modified organisms) , DHA (docosahexaenoic acid) and ARA (arachidonic acid).

What is the difference between Holle & Lebenswert ?
Lebenswert Stage 1 does not contain maltodextrin, instead it contains lactose. The other difference is that Lebenswert is certified organic by Bioland instead of Holle which is certified by Demeter. Both are very reputable companies having their own high organic standards. 

How do I prepare the formula ?
Just click on the product and you'll find the preparation instructions for this particular product including the nutrition facts. Furthermore you'll also get the preparation instructions after your purchase by email.

Is it necessary to boil the water ?
Any kind of infant formula is never sterile. Boiling the water is important as it sterilizes the infant formula and kills any microorganisms that may be present in the formula. This is particularly important for premature babies and immunocompromised babies

What's the expiration date of the formula you sell ?
The expiry date of each product is stated in the product description. On the product itself you find the expiry date written at the bottom of the box in European format DD/MM/YYYY

How long can I use the formula after a pouch has been opened ?
Please consume the formula within 2 week after opening the pouch. After that time please discard the formula and use a new pouch.

How many fl oz or liters can I get from one box of formula ?
This depends on brand and stage you actually use. We have stated in our product descriptions how many fl oz or liters you can approximately get.