Frequently Asked Questions

In order to make our customer support more efficient and to offer you faster help, we have set up this comprehensive FAQ page. FAQ stands for “Frequently Asked Questions” – translated into German this means “Frequently Asked Questions”. The questions listed here are those that have been regularly asked by our customers and we have answered them in a way that is understandable and comprehensive.

By using this FAQ page, we want to ensure that you can easily find relevant information without having to rely on a direct request to customer support. We strive to anticipate your needs and provide you with the most comprehensive support possible. If you still need further help or have individual concerns, please do not hesitate to contact our customer support directly. We are here to provide you with the best possible assistance.

In our online shop we stock various research chemicals that are not intended for human and/or animal consumption.

We strive to provide you with comprehensive information about each product. However, unintended consumption can have unforeseen and serious medical consequences. We assume no liability for improper use.

We are also only human and unfortunately we are not permanently online. If you contact us outside of our office hours, it may unfortunately take some time for your request to be processed.

If there is an unexpectedly high volume of inquiries, there may also be delays as we process inquiries on a first come, first serve basis.

We treat all customers equally and thank you for your understanding.

Our customer support team only speaks German and English. Unfortunately, we cannot answer inquiries in other languages precisely as we may have to resort to translation applications. Please ask your questions only in German or English.

Due to different regulatory requirements or shipping conditions, we unfortunately do not ship to all countries in the world. If there are no regulatory requirements in your country, please feel free to contact our customer support. After a thorough check, we will check whether delivery is possible.

We will pack your order as soon as we receive the full invoice amount or our billing provider marks the payment as completed. Please note, however, that this is only possible during our office hours.

We collect the packages on weekdays and hand them over to our shipping partner up to one hour before the end of office hours. If your order is placed on a public holiday or Sunday, it will be dispatched on the next working day.

If you have transferred an amount that is too high, we will give you a voucher for the difference, which you can redeem on your next order.

If the transfer is too small, we ask you to simply forward the missing amount.

Please note that we can only process orders once we have received the full amount.

Due to technical requirements, we require certain data sets that are only available when a user account has been created.

This includes, among other things, VAT, name and address. When paying by credit card, certain data is stored securely with our credit card partner to make payment easier for recurring orders.

If no payment has been received, you can cancel the order at any time via the "My Orders" -> "Details" page.

If a successful payment has already been made, it is unfortunately no longer possible to cancel the order. The packaging and shipping process has already started, including ordering, payment and printing a shipping label.

Due to automated transmission to our shipping partner, a tracking number may be created and sent to you before the package has been packed and shipped. Please also note our shipping conditions.

If tracking is still not working after two business days, please contact our customer support.

Please check your spam folder in your email inbox and make sure our emails are not marked as spam.

If you still haven't received emails from us, please contact our customer support.

If the product is not listed in our online shop, it is not in our range.

We are always happy to receive product suggestions from our customer support.

Please note that we can only offer products that are not subject to the Narcotics Act, the Medicines Act or a medical prescription requirement.

Our products are intended exclusively for customers aged 18 and over. Unfortunately, orders from people under 18 are not possible. In addition, an age visual inspection is carried out by our shipping partner.

We understand that testing products before purchasing is important. Although we do not offer specific samples, we do have a selection of our items available in smaller units to give you the opportunity to try out different products at a cost-effective price.

We always strive to offer our customers flexible options and hope you can still find something that suits your needs. If you have any further questions or specific requests, our customer support will be happy to help.

To ensure that our products meet the highest quality and safety standards, we regularly subject them to independent laboratory tests.

These checks ensure that our products meet strict requirements and regulations and are therefore safe for our customers. Working with independent laboratories is an integral part of our quality control processes to provide you with confidence and security when using our products.

Please note that our products are not intended for human and/or animal consumption. Accidental consumption may have unforeseen and serious medical consequences.

We value your commitment and interest in our brand. Although we do not currently have a Refer-a-Customer program, we welcome referrals and plan to implement one in the near future. Your support means a lot to us.

If you have details about a referred customer, please share them with our customer support. After successful verification, you will receive a voucher as a thank you for your recommendation, which you can use for your next order.

We would like to thank you very much for your recommendation and trust in our products.

You can view the payment status at any time on the "My Orders" -> "Details" page.

  • Payments by credit card or PayPal are usually processed immediately.
  • Cryptocurrency payments typically take less than 24 hours to process.
  • For payments made via conventional SEPA transfer, the usual processing time is one to five working days. We also support SEPA real-time transfers, where payment is usually confirmed within half an hour.

Important note: Please note that not all payment methods are always available. Availability depends on several factors, including the products selected, the country, the desired currency (for Bitcoin, payment is only possible in Bitcoin, while for Euro there are various payment options available, with appropriate conversions being made), as well as the conditions of the payment provider. You will find more detailed information on the "Payment Methods" page and after submitting the order.

After successful payment you will automatically receive a confirmation email.

If payment is not completed within five business days, we ask that you contact our customer support. Please provide us with the following information: the order number, invoice number, the payment method used, your name, the amount, the address from which the payment was sent and, for SEPA transfers, the bank details.

Thank you for your interest in working for our company.

You are cordially invited to visit our jobs page regularly. We may soon offer a suitable position for you.

We attach great importance to security and data protection. We only collect the data necessary for a smooth ordering process and also encrypt it. All of our services use HTTPS transport encryption.

The login data is stored in a separate application that only contains your email address, your password, two-factor authentication and, if applicable, information from the identity provider (when logging in via Google, Facebook, Discord, Instagram, Microsoft, Twitter or Paypal).

User data such as address, past orders or payment details are also stored separately and securely with AES-265 bit encryption. The shop frontend application does not have direct access to the database, but accesses it via a REST API.
It is important to note that data about orders older than 3 months will be automatically deleted in the User Data application. The only exceptions to this are legal requirements that require storage in our accounting application for at least 6 years.

In the unlikely event of a security gap in the shop front-end application, which can be extremely minimized but never completely ruled out due to extensive software testing before publication, no customer data can be queried or directly assigned to a customer.

Our entire software architecture is based on a so-called microservice framework, which sets us apart significantly from other shops.

For our content delivery network and DDoS protection, we use Cloudflare, whose edge nodes are positioned exclusively in Europe. Our applications are operated exclusively on servers in Europe, which are located in an ISO 27001 certified data center.

We attach great importance to an extremely high security standard for our servers. The systems are managed exclusively by our team and have state-of-the-art firewalls that only allow HTTPS connections. The hard drives are also encrypted. Administration takes place exclusively via a VPN connection, and access to the servers is only possible via unprivileged accounts with SSH key authentication.

The shop frontend application and the login application are the only components accessible over HTTPS via the Internet. All other applications are either completely isolated from the Internet or only accessible via a VPN connection.

If you have discovered a bug in our application, please contact our customer support immediately and provide accurate information, including timestamps, the page on which the error occurred, the application error message, and the input provided. Screenshots are also helpful.

As part of our bug bounty program, reported errors will be rewarded with a voucher for your next purchase after they have been successfully solved.

If payment has not yet been received, you have the option to cancel the order and then resubmit it with the corrected address. Alternatively, you can contact our customer support to correct the address manually.

If payment has already been made and the packaging and shipping process has already been initiated, unfortunately it is no longer possible to change the address.

Please note that it is your responsibility to provide us with a correct delivery address. Therefore, be particularly careful when filling out your details.

An interesting idea! Unfortunately, we are a purely online shop and it is therefore not possible to collect orders from us in person.

Our company location primarily serves as an office and not as a warehouse, which is why no goods are in stock there. In addition, most of our employees now work from home, so our office is not regularly occupied.

Short answer: No, our website can only be accessed via the URL https://www.remicals.de.

Long answer: We have additional domains besides https://www.remicals.de, but they all redirect to this main site via HTTP redirects. These domains are primarily used for search engine optimization purposes and as backup registrations.

We have registered the following domains:

  • remicals.de
  • remicals.com

If you can access our website under a domain other than the one listed above, please do not enter any login details, do not place any orders and do not send any money under any circumstances! There is a high probability that this is a scam and we accept no liability for any money lost. Please report this to our customer support immediately.

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