Before You Contact Us
To save you time, we recommend checking these resources first:
Order & Shipping Process
Track orders, shipping times, and delivery information
View detailsPrescription Process
Learn about our medical consultation process
View detailsReturn & Refund Policy
Understand our return and refund procedures
View detailsPayment Options
View all available payment methods
View details94%
of our customers find their answer directly in our Help Center without needing to contact support
Choose Your Support Channel
TTY Smart Assistant
Start with our intelligent assistant that can answer most questions instantly. During office hours, you can be transferred to a live agent if needed.
Live agents available now until 20:00 CET
Tip: The Smart Assistant handles 85% of questions without needing a live agent
Support Tickets
Create a detailed support ticket in your account dashboard. Perfect for complex issues that need documentation or follow-up.
All tickets are handled by specialized support staff
Email Support
Send us a direct email for non-urgent inquiries or when you prefer traditional email communication.
For faster help, include:
- Order number
- Clear description
- Account email
Which Support Channel Should I Use?
Smart Assistant First
Instant answers, order tracking, product info, and can connect you to live agents when needed
Support Tickets
Complex issues, need to attach files, or prefer detailed written communication
Non-urgent questions, feedback, or when you don't have account access
When You Need Human Support
Our Smart Assistant handles most questions instantly, but sometimes you need human support:
Medical Advice & Consultations
Important: Our support team cannot provide medical advice. For health-related questions about treatments, side effects, or medical conditions, you must:
Only licensed doctors can provide medical advice, prescribe treatments, or answer health questions
Complex or Unique Situations
When the Smart Assistant can't fully resolve your issue:
- Unusual order complications requiring manual intervention
- Account issues that need verification or special access
- Billing disputes or payment investigations
- Special requests outside standard procedures
Sensitive or Personal Matters
When you prefer human understanding and discretion:
- Privacy concerns or data protection questions
- Complaints requiring personal attention
- Situations needing empathy and understanding
- Feedback about your healthcare experience
What Our Smart Assistant Can Do
Before contacting human support, try the Smart Assistant for:
