Frequently Asked Questions
Here you will find the most frequently asked questions by our customers. If your question has not been answered, please contact us through the contact form.
Which countries do you ship to?
We ship everywhere in the world except for the following countries that have very strict customs regulations:
- United Arab Emirates
- New Zealand
You can expect to receive your order within 31 business days from the shipment date. We would appreciate your patience while waiting for your order to arrive. Please only contact us if your order has not arrived within the 31 business day time period.
Do you have tracking on your shipments?
We do offer tracked shipments for selected countries outside the EU. This option is available at our checkout for an additional fee. Please allow 31 business days for delivery. If you haven't received your purchase after 31 days, please contact us again. Please note that Track and Trace to Canada stops once the package arrives at customs. Our mail carrier is working on a partnership with a Canadian carrier so that this will be fully functional in the near future. Please note that our T&T service currently does not fully cover Canada. It will only work up to the point that the package arrives at customs.
What happens if I put the wrong address on my order?
If we were given an incorrect address then we can only change if your order has not already been processed. Unfortunately, we cannot be held responsible for reshipping.
Do you use discreet/stealthy shipping?
We ship all our packages discreetly. Nothing about our company or the contents of the package will be on the package. Your seeds may also be put inside a random object to make shipping more stealthy.
How much are shipping costs?
We are happy to offer free shipping worldwide to our customers. We also have a Track & Trace option available for $14,50 USD to our customers.
Do you guarantee the arrival of my purchase?
Yes, we guarantee the arrival. We urge you to recheck the shipping address before placing your order as a free reshipment is only possible if we were provided the correct address in the original order. Sometimes packages are held in customs, so contact us after 31 business days of placing your order if your package hasn't arrived.
How long is the shipping time?
Orders are normally shipped out within 3 business days from the time that an order is successfully processed. Shipping times vary according to location. Orders shipped within Europe normally arrive within 21 business days. Orders outside of Europe typically arrive within 31 business days. We would appreciate your patience while waiting for your order to arrive. Please only contact us if your order has not arrived within 31 business days.
What should I do if I have not received my order after 31 business days?
Please send us a message if it has not arrived after 31 business days. In your message include a confirmation of your shipping address so that we can check to see if it was shipped to the correct address. Once we have this we can proceed to help you.
What if the seeds get damaged during shipment?
We do our best to pack seeds so that they arrive perfectly intact. Unfortunately once an order ships we cannot control how the package gets treated. If your seeds are crushed please send us a photo of damaged seeds and we will send you replacements.
What if customs confiscates my order?
You don't have to worry about any legal or other consequences for you. Customs will simply confiscate the seeds and you might get a confiscation letter. If your seeds get confiscated then please send us a photo of the envelope and the confiscation letter. Once we have this then we can send you a new shipment.
3D SECURE: EXTRA CONTROL FOR ONLINE PAYMENTS
What is 3D Secure?
If you make an online payment with your credit card, you will be asked to enter a verification code (an e-code, password or SMS code).
This is an extra check to see if the person who is making the purchase with the credit card truly is the legitimate owner of the card.
This extra check is called: 3D Secure. But Visa calls it 'Verified by Visa' and MasterCard calls it 'MasterCard SecureCode'. It could be that your credit card company has given it another name. The fact is: it is an extra check to prevent from fraud.
How do I get 3D Secure?
This differs per credit card company/bank. Usually, you are asked to create a code via the bank's portal. If that is not the case, please contact your bank to activate your 3D Secure.
What does 3D Secure cost?
Nothing. 3D Secure is a free service to prevent from fraud.
How does 3D Secure work?
When you place your order, follow the payment instructions on your screen. A pop-up will appear asking you to enter your 3D Secure code (e-code, password or SMS code). Enter and press submit. Important: do not close the page or go back to the previous page, as this will cancel the payment. Wait until you have received a confirmation.
How do I pay with bank transfer?
Please transfer the order amount from your bank account to our bank account. Don't forget to add your personal order number.
Bank Name: ABN AMRO Bank.
Bank Address: Wilhelminaplantsoen 5
Bank Zip Code: 1111 CJ
Bank City: Diemen
Bank Country: The Netherlands
Account Name: E-BIZZ GROUP B.V.
Bank Account Number: 431357544
Payment within Europe take up to 48 hours to be processed. Outside of Europe it usually takes 3 to 4 business day.
Please be sure to pay all transaction fees and that we receive the full amount of your order, otherwise your order cannot be shipped out.
How can I pay if my bank will not allow me to make international transactions?
If your bank or credit card, company does not allow you to make foreign transactions keep in mind our other payment options: Wire transfers, cash, bitcoins/ cryptocurrency, or prepaid credit card which is open for international transactions.
How long will it take before you receive my International bank transfer?
Bank transfers on average are received within 5 business days, but can also take up to 10 business days. Keep in mind, if you have not added the order number it might take longer for us to connect the transfer to an order and approve it. We monitor this daily as soon as payment is received we will update your order and you will receive a status update via email.
How long will it take before you receive my USA Domestic bank transfer?
Bank transfers on average are received within 2 business days, but can also take up to 5 business days. Keep in mind, if you have not added the order number it might take longer for us to connect the transfer to an order and approve it. we will update your order and you will receive a status update via email. We monitor this daily as soon as payment is received we will update your order and you will receive a status update via email.
How long will it take before you receive my wire transfer?
Wire transfers are quicker then bank transfers best case scenario within a couple of hours, but they can also take up to 5 business days. Keep in mind, if you have not added the order number it might take longer for us to connect the transfer to an order and approve it. We monitor this daily as soon as payment is received we will update your order and you will receive a status update via email.
Can I pay with a prepaid credit card?
We accept prepaid credit cards if the card is open for international transactions. You can check to see if the card is open for international transactions by calling the credit card company; usually the helpline number is on the back of the card. Some prepaid credit cards will have it written for US use only. These cards are not open for international transactions, so we cannot charge them.
How do I pay with cash?
Please send your cash payment and order number in an envelope with registered mail to:
Address: Postbus 59356
Zip code: 1014 BP
Country: The Netherlands
We accept all currencies. Please do not send us coins; someone might detect your money and take it for themselves.
How long will it take before you receive my International send cash Payment?
Cash send via post can take up to several weeks. We monitor this daily as soon as payment is received we will update your order and you will receive a status update via email. The status of your order will be updated from pending to processing, you will receive an email update as soon as this is done.
How do I know if you have received my cash payment?
Cash send via domestic post can take up to 7 business days. We monitor this daily as soon as payment is received we will update your order and you will receive a status update via email.
RETURNS & REFUNDS
Can I send back my seeds for a refund?
Due to quality control, we cannot accept returned seeds for a refund. Seeds need to be properly stored in order to stay viable. Therefore, we cannot resell the seeds once they have been returned to us as we cannot sell them as guaranteed viable seeds.
Is there a deadline for contacting you about seeds that I did not receive?
Our company policy states that customers have up to a maximum of 60 days from the date of shipment to claim their package as lost in order to receive a replacement or refund regarding their order.
Is there a deadline for contacting you about seeds that did not germinate?
Our company policy states that customers have up to a maximum of 90 days from the date of shipment to notify us about a growth problem in order to receive a reshipment of seeds.
Can I send it back to exchange the seeds that I received?
Due to quality control, we cannot accept returned seeds for a refund or an exchange. Seeds need to be properly stored in order to stay viable. Therefore, we cannot resell the seeds once they have been returned to us as we cannot sell them as guaranteed viable seeds.
Do you guarantee that your seeds will germinate?
We put a lot of time and effort in testing our seeds to make sure that you receive nothing less than premium quality seeds. We guarantee a high germination rate if you follow our instructions in the Grow Guide posted on the website. If you still did not have a good germination rate after following the instructions then please send the ungerminated seeds back to us for testing. Once we have received the ungerminated seeds we will send you a replacement.
How do I store my seeds?
Seeds can stay viable for a very long time, especially if they are stored correctly. One of the best ways to store your seeds is in an airtight, opaque container with a silica package added to keep them dry. You can put it in the refrigerator, but preferably not in the fridge door where the temperature changes significantly every time you open it.
What if my plant dies after germination?
If your seeds germinated and then died it can be caused by many reasons, normally too much or too little water or light. Unfortunately, we cannot replace the seeds for every plant that does not make it, there are too many outside factors involved. If you tell us about your germination and growth method we can offer you expert advice on what potentially went wrong so that you can resolve the issue with your next crop.
What yield can I expect from my plant?
Here in the Netherlands, we measure the yield of a marijuana plant by per sq meter. So if you have 1 plant per sq meter it will yield the same as 2 plants in that same sq meter as space and light will have to be shared. The yield stated on the website is the max documented weight of the buds collected after being harvested per sq meter. The yields stated on the website are actual results after vigorous testing of the strain before being sold commercially.
You will also read that it states "up to X grams" meaning that is the max you can expect. It does not mean that it is the average you can expect.
Yield results, of course may vary, however, the yields posted are based on the results of our growers. There is a multitude of factors that will determine the overall yield of a plant.
What is wrong with my plant?
If you are having plant issues then we'd be happy to help you bring your plant back to health. It would be best if you send us clear photos of your plant. Also, please tell us in as much detail as you can about your growth method and the symptoms your plant is experiencing. Once we have this we can help you diagnose the problem and how to solve it.
What is the most secure and discrete way to pay for my order?
The best payment option available is bitcoins/ cryptocurrency. Not only is it fast and anonymous, but there is no middleman to take a cut of the transaction value.
How can I pay anonymously?
The most anonymous you can get is via Cash and via Crypto. Paying with cash is a private and anonymous way to order, Crypto's are also very safe.
Can I pay with Crypto without an E-wallet?
Yes, you can. There are several ways to do so, these will be in the order confirmation email after selecting Crypto as your preferred payment method.
How can I change my payment method after placing an order?
If you want to change your payment method, please send us a message to cancel your current order. Then, place a new order and choose the payment option you would like to use.
Which payment methods do you accept?
We accept the following payment methods: credit cards, bank transfers, bitcoins/cryptocurrency, and all cash currencies. You can choose which payment method you want to use when you go to check out.
Can I change the strain of the free seeds that I receive?
We choose our promotional free seeds based on the amount of seeds we have of a specific strain, therefore, we do not allow changes to the free seeds. We change our free seeds strain from time to time, so if you do not like the free seeds we are offering then please check back with us in a couple of weeks and we might have a different strain that you like better.
Can I change or cancel my order?
If you wish to cancel or change your order then it can only be done if we have not yet processed your order. If your order has not been processed and you want to change your order then we will need to cancel it first. Then you can make a new order with the changes you would like.
Is my personal information kept confidential?
Yes, absolutely. We do not keep any personal information about you except for the purpose of processing your order. The most discreet payment methods are cash and bitcoins/crypto.
What will show up on my bank statement?
We use several different payment processors over the world. For your and our discretion, we will send you the name of the payment processor in the email confirmation.