Hello,
This is an open letter from our management team. We would like to apologize: our shipping, customer support, and technical processes currently do not meet the standards you should be able to expect from us.
Current situation
Since Thursday, August 27, 2026, we have temporarily paused the processing of new orders. Our DHL business account is currently restricted. As parts of our address verification process rely on DHL, new addresses may not be saved reliably at the moment.
As of Friday, August 28, 2026, DHL has not yet provided us with a reliable statement on when these restrictions will be lifted. We have summarized the information currently available here: Current DHL shipping restrictions.
The shop remains accessible. Any order shown under My Orders has been successfully received by our system and has not been lost.
Why processing is currently taking longer
Several challenges have occurred at the same time: a sudden increase in order volume, staff absences, technical issues affecting email delivery, restrictions on our DHL account, and a significantly higher volume of support requests.
Under normal circumstances, our team consists of two people handling shipping, one person handling customer support, one person responsible for software development, one for accounting, and one chemist. We cover for one another during periods of illness or annual leave. This system works well under normal conditions, but it reaches its limits when several disruptions and absences occur simultaneously.
Following the release of our 7-Hydroxymitragynine Powder, our order volume increased virtually overnight to more than 200 orders per day at times. We had not anticipated an increase of this scale. To process orders as quickly as possible, our software developer also assisted with shipping. Shortly afterwards, the person responsible for customer support went on sick leave.
As a result, we have had to process and ship orders, resolve technical issues, review external integrations, handle support requests, and onboard additional staff at the same time. This is placing considerable pressure on our team. It explains the delays, but it does not excuse them.
Additional technical pressure
In addition to the high volume of orders and support requests, we are currently dealing with an unusually high number of automated requests, attempted technical attacks, and disruptions affecting external services. Our infrastructure is continuously monitored and secured accordingly.
However, these incidents require resources that are then unavailable for improving the shop, resolving technical issues, and supporting our customer service team. Changes to production systems, security-sensitive processes, and integrations with payment and shipping providers must also be implemented and tested carefully.
We want to be transparent about these circumstances without shifting responsibility away from ourselves. Ultimately, what matters to you is that your orders are processed reliably, the shop works properly, and you receive a timely response.
What this means for you
- You placed an order on or after Thursday, August 27, 2026: We have received your order, but further processing is temporarily paused. You can view its current status under My Orders.
- You want to save an address: Verification may currently fail due to the restrictions affecting our DHL account.
- You are waiting for a response: You can view the complete conversation under My Support Tickets.
- You have not created a ticket yet: Please use Create a New Support Ticket.
- You have not received an email: Our email delivery issue is still ongoing. Replies and status updates may therefore be visible in your customer account even if you did not receive an email notification.
Please do not submit the same request more than once. Duplicate tickets do not speed up the process and instead increase the workload further.
What we are doing now
We have been a DHL business customer since 2023. In 2025, we processed more than 17,500 shipments through DHL, approximately 97.5% of which were successfully delivered. We are therefore working urgently to resolve the restrictions affecting our account.
At the same time, we are integrating alternative shipping providers so that our operations will be less dependent on a single provider in the future. Such an integration includes shipping labels, tracking, address verification, age verification, returns, and the transmission of shipping data. This cannot be implemented responsibly in a production system within just a few hours.
We have also expanded our customer support team. Our two new colleagues have already responded to numerous open tickets and are working through the remaining backlog step by step.
We will publish another update regarding shipping and the current processing status no later than Monday, August 31, 2026.
Our apology
We understand how frustrating delays, unanswered messages, and technical errors can be. The fact that we are currently under considerable pressure across several areas does not change the fact that you should be able to expect a reliable service from us.
We are working through the outstanding issues as quickly as possible without taking shortcuts when it comes to security, quality, or the correct processing of your orders. Thank you for your patience and understanding.
Your Remicals.de Team