Help & Frequently Asked Questions (FAQ)
Frequently asked questions answered
Inquiry / Offer
Yes, please refer to the respective list prices on the product page. If the desired quantity is outside of the list, simply let us know the desired product and the respective quantity at sales@parahealth.de and we will send you an individual offer. Requests for quotations can only be made by e-mail.
If you need a quote for your procurement process, please send us an e-mail to sales@parahealth.de and we will send you a corresponding offer as soon as possible. Please state the desired product, the article number and the required quantity in your request.
If you require further information on the products or product-specific documents, please contact sales@parahealth.de. Alternatively, you can also contact Valentin by clicking on the speech bubble at the bottom right of our website. Valentina will take care of your concerns quickly and competently.
We are happy to send you samples. Simply add quantity 1 to the shopping cart and complete the order. You will receive your sample within a few working days.
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 take care of your request as quickly as possible.
Alternatively, you can also contact Valentin by clicking on the speech bubble at the bottom right of our website. Valentina will take care of your request quickly and competently.
Orders can be placed directly online with just a few clicks, which is the quickest way. Or alternatively by e-mail to orders@parahealth.de.
Orders via e-mail may be delayed a little due to manual effort.
All products shown as in stock on our website are in our warehouse. However, quantities are constantly changing, which is why delays may occasionally occur due to necessary repeat orders.
Delivery / Shipping
Within Germany, shipping takes approx. 1-2 working days for online orders placed before 14:00 with sufficient stock and with direct payment. After 14:00, shipping usually takes place on the next working day.
For purchases on account, prepayment or orders via email, processing may take longer.
From 20,000 pieces, 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. As soon as 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 €4.95 gross per order. From 100€ gross minimum order value shipping is free of charge.
Shipping costs may vary for offline orders of 10,000 units or more with individual conditions.
You can sometimes select transport insurance in the overview of shipping options at checkout. If you insure your shipment, we are liable for transport damage and loss within the value of the shipment. You are 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 a binding delivery date has been agreed and cannot be met due to our fault, we shall be liable. If a binding delivery date has been agreed with the shipping service provider and is not met due to its fault, the respective service provider shall be liable. In the case of non-binding delivery dates, the recipient of the service shall be liable. The delivery times on our website are not binding and are merely an estimate based on experience. A delivery date shall only become binding upon our explicit confirmation by e-mail or in writing.
You can change your delivery address as long as processing has not yet begun.
Simply contact us at service@parahealth.de.
Due to our automated order processing, we cannot guarantee a timely change.
Payment in advance is a prerequisite for changing the delivery address.
For regular shipping via a parcel service provider, you will receive a tracking number as soon as the goods have been dispatched and you have entered the correct e-mail address when ordering.
A tracking number is not provided for shipping by a forwarding agent or courier. However, the contact details of the goods receiving department and the forwarding agent or courier company are exchanged so that coordination is possible
DHL or DPD as standard. In exceptional cases via courier or forwarding agent.
Of course. Please send us a message to service@parahelath.de stating your order number. We will take care of the reshipment immediately.
In any case, please contact DHL or DPD 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 standard deliveries are ex warehouse (EXW).
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 make a claim on your insurance, please contact us at service@parahealth.de stating your order number.
Unfortunately, your order cannot be collected.
Yes, we ship worldwide. Please note that the shipping costs for international shipping vary and not all payment methods are available. You can find the international shipping conditions here: https://parahealth.de/versand/
You can view our current shipping conditions here: https://parahealth.de/versand/
Payment / Invoice
Online: Prepayment, credit card, Giropay, Apple Pay, purchase on account (with good credit rating, processing may be delayed)
Offline: Prepayment, invoice (with good credit rating, processing may be delayed)
If a payment method is not available or does not work, please contact us at service@parahealth.de
For existing customers or for order values of €10,000 or more, we are happy to negotiate individual payment terms. Please contact us at sales@parahealth.de
Simply contact us at buchhaltung@parahealth.de stating your order number and we will get back to you as soon as possible.
For faster processing, we ask you to send us the relevant 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.
We recommend that you make changes yourself using appropriate editing programs such as Photoshop or Acrobat.
Otherwise, you only have the option of canceling your order if it has not yet been processed. Please send an e-mail to service@parahealth.de
You can reach us at any time by telephone on this number: +49 02381 4239003
Alternatively, you can also contact us by email: service@parahealth.de
Complaints / 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 stating your order number.
If you have not taken out transport insurance, we are not liable for loss and transport damage, as our standard deliveries are ex warehouse (EXW).
Simply contact us at service@parahealth.de stating 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, in some cases DHL needs a little more time or does not deliver the entire shipment at the same time. If nothing has changed in the delivery status after a week, please contact DHL for clarification.
Have you insured your delivery? Then please contact us after 14 days at service@parahealth.de to assert your claims.
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 damage can only be taken into account for insured orders.
Order processing
If you have placed an online order and an order confirmation has been sent to you by e-mail, your order has been received by us and is being processed.
If you send your order to the e-mail orders@parahealth.de your order has also been received by us.
For orders to other e-mail addresses, we unfortunately cannot accept any guarantee if you have not yet received a corresponding confirmation.
For online orders, you will automatically receive an order confirmation, provided you have entered your e-mail address correctly when completing your purchase.
The order 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 begun.
Simply contact us at service@parahealth.de stating your order number.
Due to our automated order processing, we cannot guarantee a timely change.
- Cancellation: Your order can only be canceled if the order has not yet been handed over to our logistics department.
Simply contact us at service@parahealth.de stating your order number.
Due to our automated order processing, we are unable to guarantee a timely cancellation.
- Returns: Please note that some products, such as SARS-CoV-2 antigen rapid tests, like all in-vitro diagnostics (IVD), are excluded from exchange and cannot be returned.
A return / revocation is only possible if you are a private customer, and only within a period of 14 days.
If you have any questions, simply contact us at service@parahealth.de stating your order number.
Miscellaneous
There can be several reasons for this:
- Contrary to expectations, your product is not in stock due to a stock shortage.
- A critical defect was identified during our outgoing goods inspection.
- Failed payment method. Please use another payment method.
- For purchase on account: poor creditworthiness of the customer or suspicion of fraud. (Do not take this personally as it is partially automated) Please use a different payment method.
You have not received an order confirmation or invoice, nor a shipping notification?
Your online order may not have been transmitted correctly or may have been canceled. In this case, please contact service@parahealth.de
Orders sent by e-mail may have arrived in the wrong mailbox. Please send your orders to orders@parahealth.de or put a reminder in your order e-mail.
Have you received an order confirmation or invoice, but not yet a shipping 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, there is no longer enough stock to ship your order in full, meaning that you will first have to wait for a subsequent delivery.
You have already received a shipping confirmation but have not yet received the goods?
Rest assured, DHL may need a little more time in individual cases. If nothing has changed in the delivery status after a week, please contact DHL for clarification. Have you insured your delivery? Then please contact service@parahealth.de to assert your claims.
Do you have another question?
As a rule, our response time is 2 hours. Please do not hesitate to contact us.