Frequently Asked Questions

sopharma shop

Frequently Asked Questions
Do you ship to my country?

We accept orders from and to Albania, Algeria, Andorra, Argentina, Australia*, Austria, Bahrain, Belarus, Belgium, Bolivia, Bosnia and Herzegovina, Brazil, Cambodia, Canada, China, Colombia, Costa Rica, Croatia, Cyprus, Czech Republic, Denmark, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Georgia, Germany, Gibraltar, Greece, Guatemala, Guernsey, Haiti, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jersey, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia, Maldives, Malta, Mexico, Moldova, Monaco, Montenegro, Morocco, Nepal, Netherlands, Norway, Pakistan, Panama, Paraguay, Philippines, Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia, Serbia, Singapore, Slovakia, Slovenia, South Korea, Spain, Sri Lanka, Suriname, Sweden, Switzerland*, Taiwan, Thailand, Tunisia, Ukraine, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela, Vietnam.

* excluding products with import restrictions

Why am I not receiving emails from you regarding my order?

We make every effort to ensure that our emails are delivered, but unfortunately things can go wrong.

  • While email is usually considered an instant form of communication, this is not always the case. Emails are passed through several hops from one server to another on the way to you. In most cases, email goes through very quickly, but sometimes it can take a few hours to get through, so always allow plenty of time before chasing it.
  • It’s very easy for minor mistakes to prevent email from getting through properly. If you entered your email address, you may have mistyped it. If you have created an account, please check it in your account.
  • Good email service providers have advanced SPAM filters that detect which emails are legitimate and which are not. However, they are not always 100% reliable and sometimes legitimate emails can be blocked. To avoid this, check if emails from us are moved to your SPAM folder and if so, mark them as safe.

If you are still not receiving emails, please try contacting us using a different email address from another email provider.

Do you accept Paypal?

We don’t accept Paypal because of their policy and restrictions, because of problems with fraud, and because we sincerely care about your privacy. We do our best to select only third-parties that value your privacy and offer services based on integrity and authenticity.

In order to accept PayPal payments, PayPal requires that we provide to them all information related to your purchase including detailed information on the specific items purchased. Payment processors do not require this information, they simply verify that your payment method is valid and verified, and that you have sufficient credit to make the purchase.

We view PayPal’s requirements as an unnecessary invasion of your privacy and we do not provide this information to anyone. Hopefully at some point in the future PayPal will change this requirement. Until then we will continue to accept all major payment methods through Stripe, but not PayPal.

As an additional note of security, when you enter your credit card details on our website we actually never see the information and your personal information is never shared with us, it is only available to our payment processor, Stripe.

In addition, if you elect to have your card information saved, it is only saved by Stripe. Again, your credit card details never touch our systems. We designed it this way to give our customers the highest possible level of confidence that their information is safe.

How much is the shipping cost to my country?

The information is available on our Shipping & Delivery page.

When will my order be shipped?

The information is available on our Shipping & Delivery page.

How will my order be delivered?

Orders are shipped via the national postal service and delivered by the national postal service of the destination country.

Orders will be delivered to the shipping address you provide and you will need to sign to receive the package.

In case of absence, your order can be picked up at a collection point near you.

Use the tracking information you receive from us after your order has been shipped and also track your package through your national postal service once they have processed the information.

Here you can find your national postal service:

When will my order arrive?

We are not a postal service and it is impossible to predict exactly when delivery will take place.

We recommend that you track your order online via the link you receive from us, as well as with your local postal services.

More information is available on our Shipping & Delivery page.

Why is my parcel not tracking?

Has your order just been shipped? Please note that it takes at least 1-3 days after your order’s shipping notifications appear for tracking updates to appear. In any case, try again in a few hours. Some shippers may take up to 24 hours to add your tracking information.

Why does the tracking show that my order is still in Bulgaria?

Your order will not be scanned between the different scanning points.

Your order will leave Bulgaria within 2 working days. However, depending on the destination, it may take a few days to a few weeks for the receiving postal services to process your order.

We therefore ask you to be patient and to only contact us if the expected delivery time (up to 15 days within Europe and up to 35 days for the rest of the world) has been exceeded.

Why has my parcel tracking stopped updating?

The status of your package is not updated between two scan points. Also, it could simply be due to a slight delay in delivery or a delay in the tracking system.

There is no need to contact us before the maximum estimated delivery time has been exceeded.

However, if your package has exceeded the estimated delivery time, you must contact us so we can request an investigation with the postal services.

Estimated Delivery Times:

Europe: 2 – 15 days
Rest of the World: 2 – 35 days

When will I receive my money in case of a refund?

Once we have initiated the refund, it may take 3 to 10 business days, depending on your bank.

If it takes longer, you should contact your bank or credit card provider.

Is my personal data protected?


The information is available in our Privacy Policy.

What if I can not find the information I need?

If you do not find the information you need on the site, you can send your questions through our Contact Us page.