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!
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.
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 your destination. You can see exact delivery times on each product page.
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.
Payment
No, you can’t combine them directly. The higher discount is automatically applied—so you always save the maximum amount without having to choose manually. Coupons and other promotional discounts also cannot be combined with the prepayment discount.
The prepayment discount applies exclusively to payments made via SEPA transfer (prepayment) within the EU—that is, to domestic German transfers and standard EU transfers. The discount is automatically applied in the shopping cart as soon as you select this payment method.
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.
When you pay via SEPA transfer (prepayment), we reward your trust with a tiered instant discount—automatically, no code required. The higher your order total, the more you save: starting at €150, you’ll receive a 2% discount; at €250, it’s 3%; at €350, it’s 5%; and at €1,500, you’ll get a 7% discount on your order total.
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, Google Pay, Apple Pay, standard EU bank transfers, bank transfers within Germany, purchase on account (VIP only), and Sofortüberweisung.
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.
Seed Finder & Comparison
For beginners, we recommend hardy autoflowering strains with a short flowering time and easy growth. Advanced growers can experiment with feminized Sativa or Indica hybrids. Experienced growers often opt for regular strains to create their own crosses. Our Seed Finder helps you filter results based on experience level, flowering time, yield, and effect.
Complaint/Cancellation
Returns and refunds
How can I return a product?
You can cancel your order within 14 days. Please contact our support team.
Important: You may unpack and inspect products. However, if the goods are used beyond the inspection and lose value, you may be liable for compensation. For products sealed for reasons of hygiene or health protection (e.g. seeds), your right of withdrawal expires as soon as you remove the seal.
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.
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.
Redeem voucher/coupon
No. Gift cards cannot be combined with the prepayment discount. When you redeem a gift card, the tiered prepayment discount for that order is automatically waived.
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.
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.
VIP & Elite Club
Yes and no—it depends on the situation. The customer group discount (VIP 5% / Elite 10%) is automatically deducted from the total shopping cart value. The prepayment discount is a separate payment method discount that also applies automatically when you pay via SEPA transfer. In principle, both discounts can be active at the same time—however, if they overlap, the more favorable discount will be applied internally. No manual selection is necessary—you automatically save the maximum amount.
Your VIP status is generally permanent—as long as you remain an active customer. However, in the event of prolonged inactivity (no orders within 24 months), you will be notified in a timely manner via email and given the opportunity to maintain your status by placing an order or opting in. Only after several unanswered reminders will your status be reset to standard customer. Placing a new order will automatically reactivate your VIP status immediately. Additionally, we reserve the right to temporarily suspend your status in the event of repeated unpaid invoices.
You automatically become a VIP once you’ve placed 5 orders with the status “Shipped” and your total spending is at least €150. No application is necessary—you’ll receive an automatic confirmation email as soon as both conditions are met.
After logging in, you can view your current status in your customer account under “My Account.” As soon as your VIP or Elite status is active, the discount will automatically appear in your shopping cart and be applied to every order—no code, no application required.
As a VIP customer, you’ll receive a permanent 5% discount on our entire product range—automatically, without a coupon code. In addition, you’ll receive 2–3 extra free seeds with every order, free shipping on orders of €100 or more, and the option to order on account or via cash on delivery for orders up to €350.
The Elite Club is the highest loyalty tier at Mr. Hanf. You automatically qualify for it once you’ve placed 15 orders and reached a total purchase amount of at least €750. As an Elite customer, you’ll receive a permanent 10% discount, 5 free extra seeds with every order, free shipping on orders of €100 or more, and flexible payment options such as invoice and cash on delivery.
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.
de
en
fr
es
