Frequently Asked Questions

sopharma shop

Frequently Asked Questions
Do you ship to my country?

We accept orders from and to Albania, Andorra, Australia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Canada, Croatia, Czech Republic, Denmark, Estonia, France, Georgia, Germany, Gibraltar, Greece, Hong Kong, Hungary, India, Indonesia, Ireland, Israel, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, New Zealand, North Macedonia, Norway, Philippines, Portugal, Qatar, Romania, Russia, San Marino, Serbia, Singapore, Slovakia, Slovenia, South Africa, South Korea, Sweden, Switzerland, Thailand, Turkey, Ukraine, United Arab Emirates, United Kingdom (UK), United States (US), Vatican, Vietnam.

* Shipments to Russia have been temporarily suspended due to airline cancellations.

When will my order be shipped?

The information is available on our Shipping & Delivery page.

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

Why am I not receiving a confirmation or other emails?

We make every effort to ensure that our emails are delivered. If you don’t see any emails in your inbox, please check your junk or spam folder and add us to your whitelist or safe senders list.

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

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?

Yes!

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.