FAQs: All about making an order, shipping, payment and more

Questions about making an order at Mistletoe Pharmacy

1. How can I make an order?

Please check here: Start your order

You may watch the purchasing process at our Youtube Channel: HERE

2. Can I order by fax?

Yes of course. Please fax us the following information to: ++49 7476 9500 304

  • First and Last Name

  • Customer Number (if available)

  • Full address: Street & house number, ZIP code, and location

  • Telephone number

  • E-mail address

  • Your order description: Product/Strength, Pack Size and Quantity

  • For Brazil, India & Israel: Please send prescription by fax or email

3. Do I need a prescription to make an order?

Only if an order is shipped to the following countries:

  • Brazil

  • India

  • Israel

4. I can not find my country on the list?

In this case, please write us an email: mail@mistletoe-pharmacy.com

Or use our contact form HERE.

5. Why do I need a prescription (Only for Brazil, India & Israel)?

Our goal is to deliever you the medicine as fast as possible. According to the customs rules, it is necessary to ship a copy of your prescription with your order.

6. In which countries can I make an order?

Mistletoe Pharmacy is a worldwide online pharmacy. Please check your country in this list: HERE

Questions about my account

I have forgotten my password! What can I do?

If you have forgotten your password, we can send you an new password to the email address used when registering. To get a new password, please click on "Password Forgotten", which is located beside the login button OR click HERE

Questions about contacting Mistletoe Pharmacy

How can I ask questions?

You can contact us through:
Email: mail@mistletoe-pharmacy.com
Contact form: HERE
Call us at: ++49 7476 9500 303

Questions about shipping and delivery

1. How fast do you ship?

After receiving your order, your shipment will be sent within 1-2 business days.

Please check our shipping methods and conditions: HERE

2. How long does it take till I receive my order?

The time of delievery is given by these shipping couriers. Please check: HERE

Please note: Mistletoe Pharmacy Team are doing their best to ship your order as soon as possible.

Mistletoe Pharmacy can not control shipping couriers.

3. How much are the shipping costs?

Please check the different shipping methods and prices: HERE

4. Where is my package now?

You will receive an email from us to inform that your order has been shipped. You will find in this email a tracking number. Please use this number to track your package (UPS, DHL or Certified Mail).

*For Certified Mail, German postal service will be until your country border then your package processing will be carried out by a local mailing service.

Questions about payment

1. How can I pay in Mistletoe Pharmacy?

To make your shopping experience as comfortable and as easy as possible, we offer you several payment methods. You can basically choose between the following options:

  • Credit Card

  • PayPal

  • Prepayment

2. Which credit cards are accepted?

Currently, you can pay with your VISA or MasterCard. Please make sure that your credit card is unblocked for an international purchase.

3. What is the Card Security Code, and where can I find it?

The Card Security Code is a three-digit number, which is on the back of the credit card right on top of the signature strip.

4. What is PayPal?

PayPal is an online payment service, which allows you to pay securely, easily and quickly.

Creating a PayPal account costs you nothing.

For more information about PayPal, check: www.paypal.com

5. What is your bank account for the prepayment method?

Our bank details (Sparkasse Zollernalb - Germany) will be sent to you by email. Your order will be shipped after receiving the payment.

Please be sure to transfer the exact and full amount of your bill (It should not include money tranfer fees).

6. Can I purchase securely?

We understand the needs of our customers and the desire for security, trust and transparency. We are committed to these values.

Customer protection is not just a word for us. Customer protection is an integral part of our philosophy, policy and daily work.

Questions about complaint / return

1. How can I return a product or order?

Simply get in touch with our friendly customer service. Mistletoe Pharmacy Team will explain the exact policy and process of return.

Please write us an email: mail@mistletoe-pharmacy.com
Or use contact form: HERE

2. How and when do I get my money back?

After the shipment is returned to us, it will be checked. Then we will refund your money via same payment method.

For medicinal products: Read the information leaflet about risks and side effects, please ask your doctor or pharmacist.

1 ¹ Manufacturer's recommended retail price (RRP)

2 ² Pharmacy retail price (AVP). The AVP is not a manufacturer's recommended retail price. The AVP is a price for over-the-counter medicines that the pharmacies themselves apply, the amount of which is the same as the pharmacy sales price at which a pharmacy bills the product with the statutory health insurance in certain cases (e.g. for children under the age of 12) . In contrast to the AVP, the usual UVP is a recommendation of the manufacturer.

3 Price Incl. VAT Plus shipping costs

4 Price while stocks last

5 * Saving potential compared to the manufacturer's recommended retail price (RRP) or the manufacturer's non-binding notification of the pharmacy retail price (UAVP) to the information center for pharmaceutical specialties (IFA GmbH) / only for non-prescription products except books.


Having an account in our shop comes with a lot of advantages: Quick order processes and to review your purchases.

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Please note that the products we are selling are intended to be sold in the German market and therefore comply (only) with the German legal framework.
Even if a product is shipped to you (outside Germany) on your request, the only place of performance and fulfilment is Germany (our place of business).