Terms of Delivery

Our goal is to always provide reliable deliveries, whether you’re shopping as an individual or a business. Below you’ll find all the information you need about our shipping methods and delivery terms.

Which shipping company do we use?

We ship all our packages and pallets exclusively through DHL. The standard delivery time, whether you’re ordering within Sweden or to other countries in Europe, is 3–5 business days. If your shipment is delayed for any reason, please contact our customer service department.

The shipping cost, including any applicable sales tax, is always calculated and clearly displayed at checkout before you complete your purchase. Shipping costs are based on the total weight and your shipping address.

Our Delivery Options

Depending on where you live, what you order, and whether you’re shopping as an individual or a business, the checkout page will automatically display the most relevant shipping options for your specific order.

Business Package (B2B)

When you shop as a business (by entering your company name and VAT/sales tax registration number at checkout), you will always be offered a business package.

• How does it work? Business packages are always delivered directly to the company’s designated door or loading dock.

• Requirements: Deliveries are made during normal business hours on weekdays. Someone must be present to receive the goods and sign for the shipment.

Home Delivery (To Your Door)

We offer home delivery for individuals who want their packages delivered right to their door (e.g., DHL Home Delivery or DHL Parcel Connect Home).

• How does it work? The package will be delivered to the residential address you provided. We use home delivery with a receipt to ensure a secure delivery. Please note, however, that if you, as the recipient, actively select “delivery without a receipt” via the DHL app or notification, responsibility for the package passes to you as soon as the driver has left it at your door. Pellvac is not liable for lost shipments if the customer has selected “delivery without receipt.”

• What happens if I’m not home? If DHL attempts to deliver a package to your home when you are not there (and you have not selected delivery without a signature), the package will usually be redirected to the nearest DHL agent (Service Point / Paketshop). DHL will send you a notification—via text message or in your mailbox—telling you where and when you can pick up your package.

Delivery to a Service Point

For those who prefer to pick up their package at a time that’s most convenient for them, we offer delivery to a DHL agent (e.g., DHL Service Point).

• How does it work? The package will be delivered to the pickup location closest to your address.

• Pickup: When your package is ready for pickup, you’ll receive a notification via text message or email. You’ll need to bring valid identification and the tracking number (or PIN) to claim your package.

Unclaimed Packages and Failed Deliveries

As a customer, it is your responsibility to accept the home delivery at the agreed-upon time or to pick up your package from the designated pickup location on time. For packages delivered to DHL drop-off locations in Sweden, there is now a strict 7-day holding period before the package is returned to us.

If you do not pick up your package, your normal right to cancel does not apply. For packages that are returned to us because they were not picked up, we will deduct a fee from your order refund. The following deductions are made to cover the costs we have incurred:

1. The original shipping cost.

2. The cost of return shipping back to us.

3. An administrative fee of 200 SEK (excluding VAT).

Any remaining amount will be refunded to you via the same payment method you used for the purchase.

Specific Terms and Conditions for Other Countries (Germany, Denmark, Poland)

When we ship goods to countries outside Sweden, we often use DHL’s international service, Parcel Connect. The rules governing how these packages are delivered may differ slightly from those in Sweden.

• Home delivery is standard (Parcel Connect Home): Especially in Germany, but also in Poland and Denmark, customers usually expect to have their packages delivered right to their doorstep. The local DHL office therefore always makes an initial attempt to deliver the package directly to your home address.

• Missed delivery attempt: If you are not at home in Germany or Poland, DHL is sometimes authorized to leave the package with a neighbor (“Nachbarzustellung”), or it will be sent directly to the nearest local “Paketshop” (pickup location) or “Packstation.”

• Short-term storage abroad: Please note that packages delivered to a Paketshop abroad often have a maximum storage period of 7 days before being returned to us. Therefore, be sure to keep an eye out for delivery notifications or track the package using the tracking number we provide.