Orders, shipping and delivery
How a trade order is priced, dispatched and followed, what to check when the box arrives, and what to do when something is wrong. Everything below describes how this store actually works — not an intention.
Last reviewed 8 August 2026
Before an order can be placed
Keypill sells to the trade only. An account is reviewed by a person before it opens, prices appear once you are signed in, and no order can be placed without an approved account behind it — the server refuses one either way.
- Prices, quantity tiers and order totals are all in euro.
- The delivery address offered first is the one verified when your account was approved.
- A different street address can be selected at checkout. Delivery to a different city or country needs to go through your account manager, so that the address on the order is the address the consignment is labelled with.
- The address is recorded against the order as it stood on the day. Editing your account later does not rewrite where a past order went.
- A delivery note can be added at checkout — access, opening hours, where a cold-chain box should be taken. It travels with the order.
What makes up the total
Four lines, in this order, all shown before you confirm anything:
| Line | What it is |
|---|---|
| Subtotal | List price per pack multiplied by the quantity, for every line in the basket. |
| Bulk discount | Where a quantity reaches a tier on that product, the whole line reprices to the tier price. The ladder is shown on the product page. |
| VAT | Its own line, calculated on the server and recorded against the order at the rate applied on the day it was placed. |
| Delivery | The service you choose at checkout — see the table below. |
Delivery options and cost
| Service | Cost | Transit |
|---|---|---|
| DHL | EUR 23,00 | 2 working days |
| FedEx | EUR 13,00 | 3–5 working days |
| Standard post | EUR 7,00 | 9 working days |
- Transit is the carrier's own estimate counted from dispatch, not from when you place the order, and not a guaranteed date.
- Delivery is charged once per order, not per line.
- Cold-chain lines are the reason to think about which service you pick. Nothing here stops a temperature-sensitive line being put on the slowest option, so if you have not ordered a line before, ask which service it should travel on before the order goes in rather than after.
Where we deliver
30 destinations, checked twice: once when an account is approved and again when an order is placed. A country outside this list cannot be registered and cannot be shipped to, whatever an address field will accept.
- United Kingdom
- Estonia
- Latvia
- Lithuania
- Ireland
- Austria
- Belgium
- Bulgaria
- Croatia
- Cyprus
- Czechia
- Denmark
- Finland
- France
- Germany
- Greece
- Hungary
- Italy
- Luxembourg
- Malta
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
Dispatch and the daily cut-off
Orders placed before 3pm UK time on a working day are dispatched the same day. Later than that, or over a weekend, and the order goes out with the next working day's dispatch. Placing an order late on a Friday is not the same as placing it on Friday morning, and it is worth planning around rather than discovering.
If an order looks to be sitting still — a query on the delivery address, a line that needs confirming before it ships — your account manager is the person to ask. Enquiries to sales@keypill.com are answered within one working day.
Following an order
Every order carries a reference and two statuses, both visible from your account under Order history.
| Status | Values |
|---|---|
| Payment | Pending · Paid · Failed |
| Fulfilment | Processing → Packed → Shipped → Delivered, or Cancelled if it does not proceed |
When the delivery arrives
The first few minutes at the receiving desk are worth more than they look, because a problem found while the delivery is still a discrete thing is a short conversation, and the same problem found three weeks later is an argument nobody can settle.
- Check the outer carton, the coolant packs and any temperature indicator in the box before the packaging goes out.
- Check the units against the order lines — product, pack size and quantity — before anything goes into the fridge.
- Copy the batch or lot numbers off the units and record them against the delivery. If a manufacturer ever issues a notice about a run, that record is the difference between a short list of units and checking everything you hold.
- Note the remaining shelf life on what actually arrived, not on what you expected.
If something is wrong
- Quarantine the stock and do not use it.
- Email sales@keypill.com with the order reference, the product, the batch number, and photographs of the outer carton and of the unit. For anything the arrival checks should reveal, the terms and conditions of sale give this report a deadline of 3 working days from receipt.
- Wait for written confirmation from your account manager about what happens next. Nothing should be sent back before that — an unannounced return cannot be matched to a consignment, which makes it harder to resolve, not faster.
Anything this page does not answer
Ask before it matters. sales@keypill.com for anything in writing, or +447830002000 on WhatsApp for a quick one. Enquiries are answered within one working day, and a question about dating, packing or documentation is easier to answer before an order than after it.