Help & Frequently Asked Questions (FAQ)
Frequently asked questions answered
Request / Offer
Yes, please look at the respective list prices on the product page. If the desired quantity is outside of the specified list, then simply notify us of the product and the respective quantity at sales@parahealth.de and we will provide you with an individual offer. Quotation requests can only be made via e-mail.
All other prices within the scale on the respective product page are non-negotiable.
If you need a quote for your procurement process, please email us at sales@parahealth.de and we will send you a corresponding quote in a timely manner.
If you require further information on the products or product-specific documents, please contact sales@parahealth.de
We would be happy to send you samples. Please get in touch via sales@parahealth.de for this purpose, and specify the products you would like to receive.
Unfortunately, our service is not intended for private individuals. The offer is aimed exclusively at commercial customers, authorities and institutions.
If you have further questions that cannot be answered with the help of our FAQ, please write to us at service@parahealth.de and we will deal with your request as quickly as possible.
The order can be placed directly online with just a few clicks. Or alternatively via e-mail to orders@parahealth.de.
Orders via e-mail may be delayed slightly due to the manual effort involved.
The ordered products have a shelf life of at least one year, unless otherwise stated on the respective product page.
All products that are shown as being in stock on our website are in our warehouse.
Delivery / Shipping
Within Germany, shipping takes approx. 1-2 working days for online orders before 12:00 and with direct payment. After 12:00 noon, dispatch usually takes place on the next working day.
For purchase on account, prepayment or orders via e-mail, processing may take more time.
For orders of 20,000 or more, we also offer courier delivery within 24 hours on request.
Within the EEA, shipping can take up to 10 working days. For overseas shipments up to 14 working days.
Express shipping has been temporarily deactivated for logistical reasons. Once express shipping is active again, you can add this shipping option back online during the ordering process.
We ask for your understanding.
Within Germany, shipping is a flat rate of €7.95 per box shipped. X € will be charged for insured transport.
Shipping costs may vary for offline orders of 10,000 or more with individual conditions.
If your order is shipped to other EEA countries, the shipping costs will double (19.95€ per box or 39.95€ incl. insurance).
You can select transport insurance in the overview of shipping options at the checkout. If you insure your shipment, we are liable for transport damage and loss within the value of the shipment. You are hereby entitled to a subsequent delivery or credit note. A loss only exists if the delivery status with the shipping service provider has not changed for 14 days.
If you do not take out transport insurance, we are not liable for loss and transport damage, as our standard deliveries are ex warehouse (EXW).
If the delivery date has been fixed and cannot be met through our fault, we shall be liable. If a binding delivery date has been agreed with the shipping service provider and is not met through its fault, the respective service provider shall be liable. In the case of non-binding delivery dates, the service recipient shall be liable. The delivery times on our website are not binding and are only an estimate based on experience. A delivery date shall only become binding upon our explicit confirmation via e-mail or in writing.
You can change your delivery address as long as processing has not yet started.
Simply contact us at service@parahealth.de.
Due to our automated order processing, we cannot guarantee a timely change.
For regular shipping via a parcel service provider, you will receive a tracking number as soon as the goods have been shipped and you have provided the correct e-mail address when placing your order.
A tracking number is not provided for a forwarding shipment or a delivery by courier. However, the contact details of the goods receiving department and the forwarding or courier company are exchanged so that coordination becomes possible
By default with DHL. In exceptional cases via courier or forwarding agent.
Of course. Please send us a message at service@parahelath.de stating your order number. We will take care of the resending as soon as possible.
In any case, please contact DHL to find out the whereabouts of your shipment.
If you have not taken out transport insurance, we are not liable for loss and transport damage, as our deliveries are ex warehouse (EXW) as standard.
If you have insured your shipment, we are liable for loss within the value of the shipment. You are hereby entitled to a subsequent delivery or credit note. A loss only exists if the delivery status with the shipping service provider has not changed for 14 days.
To claim on your insurance, please contact us at service@parahealth.de quoting your order number.
Unfortunately, your order cannot be collected.
Yes, we ship worldwide. Please note that shipping costs for international shipping vary and not all payment methods are available.
Payment / Invoice
Online: Prepayment, credit card, Giropay, Apple Pay, purchase on account (with a good credit rating, processing may be delayed)
Offline: Prepayment, invoice (with a good credit rating, processing may be delayed)
If a payment method is not available or does not work, please write to us at service@parahealth.de
For existing customers or for order values from 10.000€, we can negotiate the payment conditions individually. Contact us at sales@parahealth.de
Simply contact us at service@parahealth.de with your order number, and we will get back to you as soon as possible.
For faster processing, please send us the corresponding payment receipts including the reason for payment.
Unfortunately, invoice corrections are not possible for technical reasons, as all invoices are created and recorded by an automated system. It is also prohibited by law, with a few exceptions, to make changes to invoices.
There is only the possibility of cancellation if your order has not yet been processed. Please send an e-mail to service@parahealth.de
You can reach us by phone at any time on this number: +49 02381 4239003
Alternatively, we can also be reached by e-mail: service@parahealth.de
Complaint / Defects
If you have insured your shipment, we are liable for transport damage and loss within the value of the shipment. You are hereby entitled to a subsequent delivery or credit note. A loss only exists if the delivery status with the shipping service provider has not changed for 14 days.
To claim your service, please contact us at service@parahealth.de quoting your order number.
If you have not taken out transport insurance, we are not liable for loss and transport damage, as our deliveries are ex warehouse (EXW) as standard.
Simply contact us at service@parahealth.de with your order number, and we will get back to you as soon as possible. We look forward to your feedback as it is important to us to constantly improve our service.
Rest assured, DHL may need a little more time in individual cases or may not deliver the entire shipment at the same time. If the delivery status has not changed after one week, please contact DHL for clarification.
Have you insured your delivery? Then after 14 days, please contact service@parahealth.de to make your claim.
In order to complain about a defect, the deadline of up to one week after delivery must be observed.
Important:
- Defects regarding the best before date (BBD) can only be taken into account if the BBD differs from the information on the product page at the time of your order.
- Transport damages can only be considered for insured orders.
Have you read the expiry date correctly? Especially for medical devices, the date is usually given in the English notation (month/day/year).
Defects regarding the expiry date (BBD) can only be taken into account if the BBD differs from the information on the product page at the time of your order.
In this case, please contact us at service@parahealth.de to receive replacement goods or a credit note.
Order processing
If you have placed an online order and have been sent an order receipt confirmation e-mail, we have received and are processing your order.
If you have sent your order to the e-mail oders@parahealth.de, we have also received your order.
Unfortunately, we cannot guarantee for orders to other e-mail addresses if you have not yet received a corresponding confirmation.
For online orders, you will automatically receive an order receipt confirmation, provided you have entered your e-mail address correctly when completing the purchase.
The order receipt confirmation is not an order confirmation.
We only issue order confirmations on request.
If you have ordered by e-mail and an invoice has been sent to you, your order is considered confirmed.
Change: You can change your order as long as processing has not yet started.
Simply contact us at service@parahealth.de and quote your order number.
Due to our automated order processing, we cannot guarantee a timely change.
– Cancellation: Your order can only be cancelled if the order has not yet been handed over to our logistics.
Simply contact us at service@parahealth.de and quote your order number.
Due to our automated order processing, we cannot guarantee a timely cancellation.
– Returns: SARS-CoV-2 antigen rapid tests, like all in vitro diagnostic (IVD) products, are not returnable and cannot be exchanged.
The legislator also does not provide for a right of withdrawal in commercial transactions.
Returns will only be accepted if there is a wrong delivery or if the order was demonstrably defective and it is not transport damage.
Protective masks and nitrile gloves may be returned, subject to prior consultation and agreement.
If you have any questions, please contact us at service@parahealth.de and quote your order number.
Other
This can have several reasons:
- Your product is, contrary to expectation, not in stock due to a shortage.
- A critical defect was found during our outgoing goods inspection.
- Failed payment method. Please use another payment method.
- For purchase on account: insufficient creditworthiness of the customer or suspicion of fraud. (Do not take it personally, as partially machine processed) Please use another payment method.
- You have ordered as a private customer, our offer is aimed exclusively at business customers.
You have neither received an order confirmation or invoice, nor a shipment notification?
Your online order may not have been submitted correctly or may have been cancelled. Please contact service@parahealth.de in this case
Orders placed via e-mail may have arrived in the wrong mailbox. Please send your orders to orders@parahealth.de or put a reminder in your order mail.
You have received an order confirmation or invoice, but not yet a shipment notification?
Your order is then being processed. In rare cases, the processing time may be delayed due to a manual check, especially for purchases on account.
It can also happen that, due to a stock shortage, the stock is no longer sufficient to dispatch your order completely, so that a subsequent delivery must first be awaited.
You have already received a shipping confirmation but no goods yet?
Rest assured, DHL needs a little more time in individual cases. If the delivery status has not changed after one week, please contact DHL for clarification. Have you insured your delivery? Then please contact service@parahealth.de to assert your claims.
You have another question?
As a rule, our response time is 2 hours. Do not hesitate to contact us.