Orders, payments, shipping and the occasional missing email: start here. The Crew has put the questions we see most often in one place, with a direct answer and a route to the full detail when it matters.
The checkout shows the current options for your order. If something on an older page or email says otherwise, use the current order details and ask us before acting. Guesswork is rarely the quickest route through a checkout.
Find your next step
Before you order
Check destination availability, the delivery details and the methods offered at checkout.
Available by CountryPayment needs checking
Keep your order number and payment reference together before contacting The Crew.
Payment methods and placing an orderParcel question
Find the difference between dispatch, carrier tracking and a delivery estimate.
Shipping information and policiesNeed a person
Send one clear message with the order number and the evidence you have.
Contact The CrewOrders and availability
Where does Realchems ship from?
Orders are prepared and shipped from the Netherlands unless the order information states otherwise. Preparation, dispatch and carrier transit are separate steps.
Can I order to my country?
Availability depends on the destination and the products in the cart. Checkout shows the shipping methods currently offered for that order. If it offers no method for your destination, we cannot ship that order there. You are responsible for checking local import and possession rules.
How do I place an order?
Review the cart, enter a complete delivery address and working email address, choose the shipping and payment methods offered, then check everything before submitting. You will receive an order number; payment confirmation and dispatch follow later.
Can I change or cancel an order after checkout?
Contact The Crew immediately with the order number and exact correction. A change or cancellation can only be considered before the order enters processing or dispatch; it cannot be guaranteed. If you have already paid, ask us to check the original order before creating another.
Why have I not received an order confirmation email?
Check spam or junk and the email address entered at checkout. The order record, payment confirmation and shipping notice are different updates. If the order email is still missing, send us the order email address and any order or payment reference you have.
Shipping and delivery
Is tracking included with every shipping method?
No. A tracked method provides a carrier reference; an untracked method has no individual tracking history after dispatch. The methods available for your order appear at checkout, and their different investigation options are explained on the Shipping page.
When will my order be dispatched and delivered?
Orders are processed on business days after full payment is received and matched. Any processing or delivery time shown is an estimate. A payment receipt is not a dispatch notice, and a shipping label is not yet a carrier scan.
Shipping information and policies Payment methods and placing an order
Why is my tracking not updating?
Carrier tracking moves when a scan is recorded; it may stay unchanged between events. Check the latest scan and its date. If the parcel appears delayed or the status does not make sense, send The Crew the order number and tracking reference so we can review the available information.
Tracking says delivered, but I cannot find the parcel. What now?
Check the delivery location, any safe place or pickup point, and household members or neighbours where relevant. Then contact The Crew with your order number, tracking reference and what you have checked. We assess the carrier record and the circumstances of the case.
What if a parcel is delayed, lost or returned to sender?
Tell us what happened and include the order number, shipping method, tracking details if available and the latest status. Investigation depends on the method and carrier rules. A delay or return does not trigger an automatic reshipment, refund or replacement.
How is an order packaged?
The outside packaging is discreet and does not identify the nature of the contents. The exact materials or format can change. Packaging does not promise that a parcel will avoid inspection or arrive by a particular date.
Payments and crypto
Which payment methods can I use?
The payment methods offered for your current order are shown at checkout. Realchems supports bank transfer, Western Union where offered and cryptocurrency. Direct credit or debit card payments, PayPal, cash on delivery and cash payments in person are not available.
I paid, but my order still says unpaid or on hold. What should I do?
First check whether the transaction is pending, completed, rejected or returned in your bank, wallet or payment app. Bank and Western Union payments can take up to five business days to clear; crypto confirmation and matching can take around 1–24 hours. These are estimates, not dispatch promises. Send the order number and payment reference if the status needs checking.
How do I pay by bank transfer or Western Union?
Use the instructions supplied for this order. For a SEPA transfer, pay in EUR and include the order number in the reference. Keep the receipt. For Western Union, keep its transfer reference. If the sender name differs or there was no reference field, send those details to The Crew so the payment can be checked.
How do I pay with cryptocurrency?
Create the order first, then use only its current coin, network, address, amount and any required memo or tag. Save the order number and transaction ID (TXID). Our step-by-step tutorial covers the transfer; the wallet guide explains how to prepare a wallet or exchange account.
What if I sent the wrong crypto amount, coin or network?
Contact The Crew promptly with the order number, TXID, coin, network, amount and what differed from the order instructions. Full payment is needed before processing. Recovery or a refund cannot be promised, and a second transfer should wait until the first is understood.
My payment failed or checkout froze. Should I try again?
Check whether the first order or transaction was actually created or sent. Save the error message, date, amount and any reference, then contact The Crew if the outcome is unclear. Submitting a second payment while the first is unresolved can make the problem harder to trace.
Account, rewards and offers
Do I need an account to order?
A guest order can be placed when checkout offers that route. Keep the order number and use an email address you can access: that is where order updates go. An account can make it easier to view orders and maintain your details, but it does not replace the order confirmation.
Why is an order missing from my account?
A guest order or an order made with a different email address may not appear in the account you are viewing. Check the confirmation email first. If you still need help locating it, send The Crew the order number, order email address and relevant payment reference. Linking a past order to an account is not automatic.
How do I reset my password or change account details?
Use the password reset link on the login page if you cannot sign in. Once logged in, check the available account settings for editable details. If the reset email does not arrive, check spam and confirm which email address you used. Do not send us your password.
How do reward points work?
If a reward-points balance or redemption option is shown in your account or checkout, the displayed eligibility and order total apply. Points and promotions can have conditions and may change. If the balance looks wrong, send The Crew a screenshot and the order number rather than assuming a credit has already been applied.
Do you offer free samples, gifts or discount codes?
Free samples are not available. Gifts or discounts apply only when offered and eligible in the current cart or checkout. Enter a code before submitting the order and check whether it changes the total; any gift or threshold shown there is the one that applies. A previous offer is not a standing promise.
Product information
What are Realchems products intended for?
Our products are intended for legitimate research use. They are not sold for human or animal consumption. Review the product listing and the rules that apply in your location before ordering. The Crew can answer product-information questions but cannot make a restricted item available by changing checkout details.
Where can I check product format and availability?
Start with the current product listing for its description, format and stock status. Availability can depend on the destination as well as the item. If you need a specific document or clarification for your research, ask The Crew about the exact product before ordering.
How should I store a product?
Follow any instructions supplied with the specific product or batch. As a general handling principle, protect research materials from unnecessary heat, light and moisture and keep packaging secure. Storage needs differ by substance and format, so we do not treat one temperature or shelf-life claim as universal.
What if a product looks different from expected or arrives damaged?
Do not infer identity, quality or stability from colour, texture or a photograph alone. Keep the packaging and contact The Crew as soon as reasonably possible with the order number, product name and clear photos of the item and parcel. We review the evidence as an order issue under the published policies.
Wholesale and support
Can I ask about wholesale or bulk quantities?
Yes. Send a focused enquiry with the product, quantity, destination country and any documentation you need. The Crew reviews availability, logistics and terms case by case; a large cart does not automatically create wholesale pricing.
Is there a fixed wholesale minimum or price list?
There is no universal minimum or price promise on this FAQ. The product, volume and destination matter. Tell us the quantity you have in mind so the wholesale team can assess a realistic request.
Can an individual or a reseller make a wholesale enquiry?
You can submit a serious bulk or partnership enquiry, but eligibility and terms are reviewed individually. Include your intended research or business context, product, volume and delivery region. An enquiry is not an approval or a reserved allocation.
Can I request an invoice or product documentation?
Describe the documents you need when you enquire, including the product and order or proposed volume. The Crew will confirm what can be supplied for that case. Do not assume that a specific certificate, invoice format or export document is automatically available.
Can I return an order or receive a refund?
There is no general return or exchange route. Mandatory legal rights remain applicable where they cannot be excluded. A wrong, missing or damaged item is reviewed as an order issue rather than an ordinary return. The full Return Policy and Order Issues & Support Policy are on the Shipping page.
How do I contact The Crew about an order?
Use the official contact page. Include the order number, a concise description and the relevant payment reference, tracking status or photographs. Keep follow-ups in the same conversation. Response time depends on the issue and the information available.
How do I know I am contacting the real Realchems?
Start at realchems.net and use its contact page. Copycat sites and unsolicited payment messages can look convincing. Never send a password, wallet recovery phrase or private key to support; The Crew does not need them to check an order.
The next step
Still deciding what to do next? Check the current order options at checkout. Already have an order? Send The Crew its number and the relevant record. The right detail usually solves more than a long explanation.
