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Here you will find answers to the most frequently asked questions from our customers. Our aim is to provide you with quick and clear information so that you can find out everything you need to know about our products, services and processes.
Whether you have questions about orders, shipping, payments or our products, we've tried to answer them for you here. If you need more information or have a specific question that isn't listed here, don't hesitate to contact our customer service team. We are here to help you!
Cancellation
Yes, cancelations can be requested at any time. We understand that circumstances can change and therefore offer the option to cancel orders.
Unpaid orders for which payment has not yet been made can be canceled free of charge at any time. This service is part of our commitment to customer satisfaction and flexibility before the final purchase decision is made.
To apply for a cancellation, please contact our customer service as soon as possible. We are here to help you through the process and make all the necessary steps as smooth as possible.
If for any reason we are unable to fulfill your order - for example, if the delivery time is unexpectedly more than 10 working days - you will not incur any cancellation fees. In such cases, we will take responsibility and ensure that you are not charged for our inability to fulfill the order.
Charging a cancellation fee of €7 for orders that have already been paid for is necessary to cover the costs incurred through transaction processing, reversals, stock corrections and administrative work. Every order triggers a process that ties up resources - from payment processing to warehouse management. If an order is canceled, these processes have to be reversed, which incurs further costs.
Customer service
You can reach our customer service team via the contact form at the bottom right of our website, by email or by phone during our business hours.
We endeavor to respond to all inquiries within 24 hours.
If you are not satisfied with our service, please contact our support team to discuss your concerns.
Email verification
In order to place an order and use all the functions of your account, it is necessary to verify your e-mail address. This ensures that your orders can be processed securely and correctly.
After registration, we will send you an email with an activation link. Click on this link to complete the verification process and activate your account.
If you cannot find the email with the activation link in your inbox, please also check your spam or junk mail folder. Sometimes emails can end up there by mistake. If you still have problems, please contact our customer service for further assistance.
Verifying your email address is an important step in ensuring the security of your account. It helps us to confirm that the account was created by you and protects against misuse or unauthorized access.
order
If you wish to change or cancel your order, please contact our customer service as soon as possible. We will do our best to process your request.
You can place your order easily via our website . Select the products you want to buy, add them to your shopping cart and proceed to checkout.
Order Cannabis seeds discreetly by letter Choose products online, use the letter order and enjoy full anonymity without data storage.Fill out the form online, print it or download our ready-made PDF. Enclose the cash securely and send everything to our address. For larger amounts, use the insured letter for insurance and tracking. We process your order immediately upon receipt for fast and secure delivery.
Our letter order guarantees data protection and discretion with the option to track your shipment. If you have any questions, our customer service will be happy to help. Thank you for your trust in Mr. Hanf!
After your order has been shipped, you will receive a shipping confirmation email with a tracking number that you can use to track your delivery. Excluding uninsured shipping!
If you have noticed an error with your order, please contact our customer service immediately so that we can correct the order before dispatch.
If you cannot find the email with the activation link in your inbox, please also check your spam or junk mail folder. Sometimes emails can end up there by mistake. If you still have problems, please contact our customer service for further assistance.
After you have placed your products in the shopping cart, go to the checkout, enter your delivery and payment information and check your order before confirming it.
Payment
Send us an e-mail to info@mr-hanf.de with your bank transfer confirmation. We will check the matter immediately and get back to you as soon as possible to solve the problem.
Yes, we use state-of-the-art security technology to protect your payment information and ensure a secure transaction.
If you have paid with a German domestic bank transfer and have not noticed any change in the status of your order, please take the following steps:
1. check that the recipient's name is spelled correctly
2. make sure that the payment has been debited from your account
We will look into the matter immediately and get back to you as soon as possible to resolve the issue.
Send us an e-mail to info@mr-hanf.de with your transfer confirmation.If your payment cannot be processed, you will be notified to resolve the issue. You may need to check your payment information or choose a different payment method.
The amount due must be paid upon receipt of the products, but at the latest within 7 days of receipt.
Your payment will be debited as soon as your order has been processed in the system, which is usually within one working day.
We offer a variety of payment methods to meet your needs. These include secure payments via Letter, credit card (via services such as wiese.com and Paysend.com), Bitcoin, EU standard bank transfers as well as bank transfers within Germany, purchase on account (only for VIP) and instant bank transfer.
Yes, a detailed invoice will be sent to you by e-mail and can also be viewed in your user account on request.
Products
As an Austrian trading company, we comply with Austrian laws. The shipment of seeds of all kinds is legal within the entire European Union.
To find out more about our products, you can read the product descriptions on our website or contact our customer service for more information.
Our seeds are sourced from renowned producers. All seeds are in their original packaging and are consistently stored under strict refrigeration conditions to guarantee their quality.
Redeem voucher/coupon
Products can only be discounted by vouchers if they are not already affected by a promotion or special discount. (Full price)
If you have one or more products in your shopping cart that are already discounted, these are automatically excluded from the voucher.
Returns and refunds
To return a product, please contact our support team. Please note that refunds will only be given for unopened products.
The refund is usually processed within 3 to 5 working days after receipt and inspection of the returned goods.
Unfortunately, we cannot offer refunds for seeds that do not germinate. Contact us and we will find an individual solution for you.
If you do not receive a refund after a reasonable period of time, please contact our customer service with your order number and details of your order.
Contact us immediately if you have received a damaged or faulty item to arrange a return or exchange. We will send you a free return label. Please take responsibility for checking the parcel when you receive it and make a note of any damaged parcels with the courier.
First check your return documents. Then contact us with the details to clarify the problem.
Shipping
Yes, all our parcels are packed discreetly, without any indication of the contents such as "Cannabis" or "Cannabis". No one can see from the outside what is inside the package.
No, there are no customs problems. We pack your order discreetly and securely so that your parcel arrives without any problems.
Yes, deliveries to addresses close to the border are possible, e.g. for customers from Switzerland who want to have parcels sent to a parcel store or third-party provider such as Grenzpaket. This also applies to customers from other countries such as Germany.
Yes, you can enter an alternative delivery address during the order process. Make sure that the address is correct to avoid delays.
Yes, you can order anonymously by letter order. Use our order form or place the desired products in the shopping cart and select "Letter order".
Yes, we also offer shipping to Germany.
Yes, we ship our products worldwide. Please note that international deliveries may take longer and incur additional charges.
Yes, we deliver to DHL packing stations that are accessible around the clock. This is how it works:
- Register once and free of charge on the website www.packstation.de.
- Enter the Packstation as the delivery address when placing your order.
As soon as your parcel arrives at the Packstation, you will receive an SMS with a TAN (transaction number), which you can use to collect your parcel around the clock.
The shipping costs depend on the weight and destination of your order. They will be displayed in the checkout during the ordering process.
The delivery time depends on the selected shipping method and the destination. Within Germany, it usually takes 2-3 working days. With DHL Express, delivery often takes place within 24 hours.
The status "Electronically announced" means that your parcel has been prepared for collection by the parcel service. Collections are made by 13:00 on weekdays. Parcels prepared after 13:00 or at the weekend will be collected on the next working day.
- Tracking delays: Tracking does not usually start until the next working day after collection. It can take up to 24 hours for the status to be updated.
- Collection by appointment: You can place an order, pay for it and pick up your products directly from our shipping warehouse in Austria by appointment.
If you are not at home at the time of delivery, the delivery person will leave a notification. You can use this to arrange a new delivery date or collect the parcel from a collection point.
