Shipping and Payment
We store the contract and send you the details of your order as well as our terms and conditions via e-mail. You can also access our terms and conditions on this page at any time. Your past orders can be accessed through your customer account, if you have created an account with us.
Note: We always bother to process your order fast and conscientiously, however Supermass has no direct influence on the processing of deliveries after they have been handed over to the carrier.
You can check the status of your order and see when your package leaved our warehouse. If you think the shipping of your order take too long, first check the status online or contact or customer service.
We do not ship to countries outside the European continent at this time.
Based on the country into which you are sending the products, you may incur customs charges levied at the time your package reaches the destination country. You are responsible for these charges. These charges or import duties may be due at the time the package is retrieved by the recipient. If you fail to pay them once your order reaches your nation's customs offices, we will bill your credit card for them. Customs charges are typically based on the actual value of your order, which will be based on the commercial invoice that accompanies your order. The recipient will also be responsible for any additional charges for customs clearance. Please check with your local authorities before placing your order to determine what duties/taxes (if any) may be imposed.
Certain countries impose restrictions and require special licenses/forms for the import of nutritional products. Customs policies vary widely from country to country, so please contact your local customs office for further information. Where documents are required prior to shipment, we will ship products once the documents have been received via facsimile or mail.
Important: We cannot refund shipping fees if your order is returned to us by your country's Customs Authorities. We cannot grant refunds for merchandise that is seized by Customs Authorities and not returned to us. If you are uncertain whether a particular product can be shipped to your country, we suggest you check with your Customs Authorities before ordering. By placing an order, you acknowledge your understanding and acceptance of these terms and conditions.
If you order a product which is expected to be out-of-stock for more than two days (48 hours), we will ship items separately at no extra charge to avoid delays AND/OR contact you to see if you wish a substitute size, flavor, etc. Occasionally, we may substitute two or more equivalent products in a smaller size if the larger size is out-of-stock. For example, we may substitute two 60-cap bottles for a 120-cap bottle. We will NEVER substitute an alternate flavor, brand, or product without your permission.
In the event that any of your products arrive damaged, or you receive the wrong item, please e-mail our customer service within 48 hours. DO NOT DISPOSE OF ANY DAMAGED PRODUCTS until you contact Customer Service for instructions, as we may require return of the damaged goods. In these situations we will promptly send you replacement product and a pre-paid return label to return the damaged or incorrect merchandise.
If you are dissatisfied with any product, please e-mail our customer service within 14 days of the shipment date to receive authorization and return instructions.
We grant no returns on bars: We check expiration dates before shipping bars, to ensure items are fresh.
Products cannot be returned if the only reason is that you do not like a particular flavor. Please try samples of products from your local store to be sure you enjoy a particular flavor. If you believe a product is spoiled, do not consume the product and do NOT open additional packages/containers of the product. Contact our customer service for instructions. We will not accept returns for more than one container/package of the same product if they are opened. If more than 10% of a product is missing/consumed, we will not accept a return.
During summertime months many products (such as bars) will melt if left outside in the heat. If you will not be available to receive your package(s), please leave instructions for the carrier to leave your delivery in a cool area, at a neighbors house, or not to deliver if no one is home. Our products are shipped in fresh condition and stored in a climate-controlled warehouse. We cannot accept returns for heat-damaged products.
All approved returns must be shipped to:
If you choose pre payment you have to transfer the orders total to our bank account. After your transfer your package will immediately be shipped. Please keep in mind to provide the order no and your Supermass customer no with your transfer in order to faster the payment processing from our side and to avoid any additional delays.
You find our bank account details in the imprint.
Payment via direct debit is only possibly if you are a registered customer only with at least one successfully paid and completed order.
If you choose payment via direct debit you agree that we check your bank account details before processing your order. If the account details are not correct, the processing of your order will delay. In this case the customer service will contact you in order to ask for your correct back account details.
With placing an order and providing your bank account details you agree that we charge your account with the order total.
We charge the order total from your bank account as soon as the order leaves our warehouse.
We will ask you for your credit card details and confirm your payment if correct. In case you provide incorrect details you will be asked to provide the card details again.
We will charge your credit card with submission of your order.
If you have any further questions, don't hesitate to contact use. For technical issues please contact our technical support.
** Payment via direct debit is only possibly if you are a registered customer only with at least one successfully paid and completed order.
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