Shipping Policy

1. Destinations & Carrier

We ship primarily with DHL. Services may include DHL Express and, where available, DHL Economy. We do not ship to every country. If your country is not shown at checkout, please contact us at info@eos2021.it to verify available options. For addresses classified by DHL as Remote Areas or with extended transit estimates, we may adjust the dispatch date to minimise time-in-transit as described below.

2. Dispatch Schedule & Indicative Transit Times

To limit weekend stops for temperature-sensitive goods, we typically ship from Monday to Wednesday. Orders received by Wednesday at 12:00 PM (CET) usually ship within the same week, while orders received after that time usually ship at the start of the following week. Indicative transit times from pickup, which are not guaranteed, are typically 1–2 business days for DHL Express and 3–4 business days for DHL Economy. For destinations where transit is estimated to exceed two business days, including certain Remote Areas, we may ship the following Monday to reduce idle time. Delivery times are indicative only and may vary depending on destination, service level, customs procedures and unforeseen events.

3. Tracking & Delivery Options

End-to-end tracking is provided once DHL collects the parcel. Through the tracking link, you may access DHL On Demand Delivery options, where available, to reschedule the delivery date or time or change the delivery location, such as a ServicePoint or locker. Customers are advised to retrieve the parcel promptly after delivery.

4. Temperature-Care Packaging

We use packaging designed for the transport of temperature-sensitive goods, including insulating inner liners and season-adjusted gel packs intended to minimize thermal variation. Orders are assembled from chilled stock and sealed shortly before carrier pickup to limit idle time. Gel packs may arrive partially or fully thawed and this does not indicate loss of quality. What matters is that the product is not left for extended periods above approximately 25°C. Under room temperature conditions, CDS22-formula remains stable for up to seven days outside the refrigerator. Upon delivery, products should be placed in the refrigerator as soon as possible and stored according to the instructions on the label or packaging.

5. Responsibility, Delays & Force Majeure

Delivery timelines provided by carriers are indicative and not guaranteed. Neither DHL nor EOS2021 S.r.l. can be held liable for delays due to force majeure, strikes, extreme weather conditions, customs inspections, operational disruptions or other events beyond reasonable control. We may adjust dispatch timing, including holding shipment until Monday, to reduce time-in-transit for temperature-sensitive goods when carrier estimates or route conditions suggest extended stops.

6. Address Accuracy, Failed Delivery & Costs

The customer is responsible for providing a complete and accurate delivery address, including access codes, company name and contact details where required. If delivery fails due to incorrect or incomplete information, repeated absence, refusal or failure to collect the parcel, the customer may be charged storage, return and re-shipping costs. Title and risk in the goods pass upon delivery according to the carrier’s scan.

7. Returns – Summary

For hygiene and safety reasons and due to temperature-sensitive handling requirements, food supplements are non-returnable after shipment. Exceptions may apply to non-perishable accessories, such as cooling pouches, and unopened cosmetics in accordance with our Refund Policy and applicable law. For full details, including legal bases, exceptions, procedures and timelines such as the EU right of withdrawal and Article 59 of the Italian Consumer Code, please consult our Refund Policy. If an item is damaged or incorrect, please contact us at info@eos2021.it upon receipt with your order number and supporting photos so that we can assess and assist promptly.

8. Customs Duties, Taxes & Import Rules

Customs duties, import taxes and local charges, where applicable, are the responsibility of the recipient. We do not control or predict such charges. The customer is responsible for ensuring that the goods are lawful to import into the destination country and for providing any information or documentation required by local authorities.

9. Country Availability & Policy Links

For detailed information on how we ship, including thermal packing procedures and dispatch logic, please refer to our Shipping Standards page. To review delivery cost tiers and free-shipping thresholds by market, please consult the relevant section on the Shipping Standards page or the cart and checkout calculators. For DHL Remote Areas, please consult the official reference list.

10. Contact

For questions or specific requests, please contact us at info@eos2021.it.