Shipping policy
SHIPPING POLICY
Last updated: September 29, 2026
1. ABOUT THIS SHIPPING POLICY
This Shipping Policy applies to orders placed through shoptheodent.eu.
The online store Theodent Europe is operated by:
PROFFSHOP, trgovina d.o.o.
Cesta na Klanec 8B
4000 Kranj
Slovenia
Email: theodent@proffshop.eu
Phone: +386 40 726 764
VAT ID: SI14515458
Registration number: 9092935000
This policy explains how orders are processed, shipped and delivered.
2. SHIPPING DESTINATIONS
Theodent Europe ships to selected European and international destinations made available during checkout.
Available shipping destinations may vary depending on the delivery country, product availability, logistical restrictions and other operational factors.
If your country is available for selection during checkout, shipping is normally available to that destination.
If your country is not available, please contact us at:
theodent@proffshop.eu
3. SHIPPING COSTS
Shipping costs are calculated or displayed during checkout before you complete your purchase.
Shipping charges may depend on:
delivery destination;
order value;
parcel size and weight;
selected delivery method;
applicable carrier rates;
other logistical factors.
The total shipping charge will be shown before the order is confirmed.
No additional shipping charge will be added after checkout unless a change is specifically agreed with the customer.
4. ORDER PROCESSING
Orders are processed after successful order confirmation and payment where payment is required in advance.
Processing times may vary depending on:
order volume;
product availability;
weekends and public holidays;
destination;
operational circumstances.
Any estimated dispatch time shown on the website or during checkout is provided as an estimate unless expressly stated otherwise.
Orders are normally processed on business days.
5. DELIVERY TIMES
Estimated delivery times depend on the destination and shipping service available for the order.
Any estimated delivery date or transit time displayed during checkout, in an order confirmation or in a shipping notification is an estimate and is not guaranteed unless explicitly stated otherwise.
Delivery may occasionally be affected by circumstances outside our reasonable control, including:
carrier delays;
weather conditions;
transport disruption;
customs procedures;
public holidays;
incorrect or incomplete delivery details;
exceptional demand;
governmental or regulatory measures.
We will take reasonable steps to ensure orders are dispatched and delivered in accordance with applicable consumer law.
6. ORDER CONFIRMATION
After placing an order, you will normally receive an electronic order confirmation at the email address provided during checkout.
Please review the confirmation carefully.
If you notice an error in your delivery details, contact us as soon as possible at:
theodent@proffshop.eu
We cannot guarantee that an address can be changed once an order has already been processed or dispatched.
7. SHIPPING CONFIRMATION AND TRACKING
Where tracking is available, customers may receive a shipping confirmation containing tracking information after the order has been dispatched.
Tracking information may take some time to become active after the parcel is handed over for delivery.
The availability and level of tracking information may depend on the delivery service and destination.
8. DELIVERY ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
Please ensure that your order includes all information required for successful delivery, including where applicable:
recipient name;
street and house number;
apartment or unit number;
postal code;
city;
country;
telephone number.
Theodent Europe is not responsible for delivery problems caused by incorrect or incomplete information supplied by the customer, except where responsibility cannot legally be excluded.
If you notice an address error before dispatch, contact us immediately.
9. FAILED DELIVERY
If delivery cannot be completed, the carrier may:
attempt delivery again;
leave the parcel at an authorised collection point;
contact the recipient;
return the shipment to the sender.
The exact procedure depends on the delivery service and destination.
If a parcel is returned to us because of an incorrect address, failure to collect the parcel or another circumstance attributable to the recipient, we will contact the customer to discuss the available options.
Additional shipping costs may apply to re-send an order where permitted by law and where the failed delivery was caused by incorrect customer information or failure to collect the shipment.
This does not affect mandatory consumer rights.
10. DELAYED SHIPMENTS
If your parcel is taking longer than reasonably expected, please first review any tracking information provided.
If there has been no meaningful tracking update or the expected delivery period has passed, contact:
theodent@proffshop.eu
Please include:
your name;
order number;
delivery country;
any available tracking number.
We will review the shipment information and, where appropriate, contact the delivery provider or take other reasonable steps to resolve the matter.
11. LOST SHIPMENTS
If a shipment appears to be lost, please contact us at:
theodent@proffshop.eu
We may need to investigate the shipment with the relevant delivery provider before confirming that a parcel is lost.
Where an order is confirmed as lost, we will provide an appropriate remedy in accordance with applicable consumer law.
12. DAMAGED SHIPMENTS
If your order arrives visibly damaged, please notify us as soon as reasonably possible.
Please provide:
your order number;
a description of the damage;
photographs of the outer packaging;
photographs of the damaged product where appropriate.
Contact:
theodent@proffshop.eu
Please retain the packaging until the matter has been reviewed, where reasonably possible.
Nothing in this section limits your statutory rights regarding damaged or non-conforming goods.
13. INCORRECT OR MISSING PRODUCTS
If your shipment contains an incorrect product or an item is missing, please contact us at:
theodent@proffshop.eu
Include your order number and details of the affected product.
We will investigate the issue and provide an appropriate solution.
14. SPLIT SHIPMENTS
In some circumstances, an order may be delivered in more than one parcel.
Where this occurs, separate tracking information may be provided for each shipment.
You will not be charged additional shipping costs solely because we choose to divide an order into multiple shipments, unless otherwise agreed with you.
15. CUSTOMS, IMPORT DUTIES AND TAXES
Orders delivered within the European Union are handled in accordance with applicable EU VAT and tax rules.
For destinations outside the European Union, customs duties, import taxes, brokerage fees or other charges may apply depending on the destination country's rules.
Unless clearly stated otherwise during checkout, such charges are not included in the product price or shipping cost and may be payable by the recipient.
Customers ordering to destinations outside the European Union are responsible for understanding any local import restrictions, taxes or customs requirements applicable to their order.
Customs procedures may also cause additional delivery delays.
16. DELIVERY AND TRANSFER OF RISK
For consumer purchases, the risk of loss or damage to the goods generally passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods, unless applicable law provides otherwise.
Nothing in this Shipping Policy limits mandatory consumer protections.
17. PRODUCT AVAILABILITY
All orders are subject to product availability.
In exceptional circumstances, a product shown as available may become unavailable before the order can be fulfilled.
If this happens, we will contact you and provide an appropriate solution, which may include:
a refund for the unavailable product;
cancellation of the affected part of the order;
another solution agreed with the customer.
We will not substitute a different product without your agreement.
18. CANCELLATION BEFORE DISPATCH
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
theodent@proffshop.eu
We will make reasonable efforts to accommodate the request.
However, we cannot guarantee cancellation once an order has entered processing or has been dispatched.
Your statutory right of withdrawal, where applicable, remains unaffected.
19. RETURNS
Shipping rules relating to returns and the statutory right of withdrawal are explained separately in our:
Returns & Refunds Policy
and
Withdrawal from Purchase information.
Customers should review those policies before returning a product.
20. CUSTOMER RESPONSIBILITY
Customers are responsible for:
providing accurate delivery information;
monitoring available tracking information;
being reasonably available to receive or collect the shipment;
complying with applicable import requirements for deliveries outside the European Union.
These responsibilities do not limit any mandatory consumer rights.
21. CHANGES TO THIS SHIPPING POLICY
We may update this Shipping Policy from time to time to reflect changes in delivery services, markets, operations or applicable law.
The most current version will be published on shoptheodent.eu together with the date of the latest update.
22. CONTACT
For questions about shipping, delivery or an existing order, contact:
PROFFSHOP, trgovina d.o.o.
Cesta na Klanec 8B
4000 Kranj
Slovenia
Store: Theodent Europe
Website: shoptheodent.eu
Email: theodent@proffshop.eu
Phone: +386 40 726 764
VAT ID: SI14515458
Registration number: 9092935000