FAQs

Q?

Do we provide samples?

A.

We do not usually provide samples but offer products at discounted prices, based on the potential quantity to be ordered over a 6 month period. Depending on the number of units ordered subsequently, the cost of the sample may be reimbursed.

Q?

How much time an offer is valid?

A.

Our quotations are valid for 1 month from the date of issue indicated in the document, unless a longer term is required for example in a tender.

Q?

Which INCOTERMS do we apply?

A.

For deliveries within the European Union :
All orders within the European Union (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Germany, Denmark, Estonia, Greece, Spain, Finland, France, United Kingdom, Hungary, Ireland, Italy, Lithuania, Luxemburg, Latvia, Malta, Netherlands, Poland, Portugal, Rumania, Sweden, Slovakia, Slovenia) are delivered as intra-Community supplies, exempt from VAT (Incoterm DDP “destination”) and duties (intra-Community delivery – exempt from VAT in conformity with article 262 ter 1 of the C.G.I., general taxation code (Article 138-1 Council Directive 112/2006/EC)).

For deliveries outside the European Union :
Importation costs, VAT and any relevant additional expenses are at the charge of the receiver (incoterm EX WORKS Geneva, Switzerland).

Q?

What are our shipping conditions?

A.

Goods can be shipped as perishable requiring cold storage (for +2° to +8° C. with ice packs or dry ice for -20° C.) or normal storage max. +25° C.

Q?

What kind of shipping methods do we use?

A.

We usually ship orders by courier or airfreight, using our forwarding agent or customer’s agent. Customers may also arrange collection using their own carrier.
Our Customer Service team will propose the most cost effective way and sure method, considering the product, destination and temperature requirements.

Q?

You cannot find the product you need on our website. What can you do?

A.

If you cannot find the product you are looking for, please contact us. We will try to provide a solution. This can be one of our products or another supplier. Our company has access to an extended network of manufacturers all over the world.

Q?

What payment methods are accepted?

A.

We accept payment by wire transfer, from bank to bank. Our bank details are available upon request. We also accept payment by credit cards.

Q?

What are our payment terms?

A.

We usually apply 30 days payment terms after approval by our finance dept. If the approval is not given, we require payment in advance against our proforma.

Q?

What are the conditions for Free shipping?

A.

For deliveries within the European Union :
We offer free delivery for wet ice orders (+2° to +8° C.) with total value above EUR 795, CHF 845, GBP 675 and USD 845. For orders below these values, shipping costs are charged.
For Dry ice orders (-20° C.), we offer free delivery for orders with total value above EUR 995, CHF 1055, GBP 845 and USD 1055. For orders below these values, shipping costs are charged.
For every dry ice order, a specific dry ice charge of EUR 38, CHF 40, GBP 32 or USD 40 is applicable.
For combined orders each order level has to be applied as the different products will be shipped separately.
For deliveries outside the European Union :
Shipping costs are not included in our price. The best delivery solution is submitted (courier TNT, DHL, Fedex or airfreight) considering the most cost effective way of transportation that can guarantee the delivery in the best conditions.

Q?

What is the lead time for deliveries?

A.

We deliver from 2 to 10 working days depending on availability of the products. Our aim is to deliver as soon as possible ensuring a secure and smooth delivery for our customers.

Q?

How can I place an order?

A.

We accept orders sent by e-mail, fax or mail. However, the first 2 methods enable us to ensure the most rapid processing of it. Each request must indicate delivery and invoicing address, name of a contact, its phone number, fax and e-mail for each address. Item must be indicated with art. code, name, quantity and price. We also need the reference of our quotation. Contact us through our website.

Q?

Is there a minimum quantity to place an order?

A.

HHC has no minimum order level.

Q?

Are there any hidden costs in your prices?

A.

Our pricing is 100% transparent. All quotes and order confirmations provided detail every aspect of the order, including price, taxes and any charges.

Q?

What Guarantees do you offer?

A.

The seller’s liability for defects in the goods supplied is restricted to free replacement or repair of the goods for a guarantee period of six months from the time of despatch of the goods or until the expiry date of the product. The goods replaced by perfect goods become the property of the seller.
Furthermore the purchaser has no claims of any kind against the seller, in particular any ongoing rights to substitution, reduction or compensation for damages arising through defective supply. Excluded in particular are all claims by the purchaser for compensation for indirect or consequential damages (including lost orders, income or profits, recall costs, interruption of work, claims by third parties) and for all other costs that the purchaser may incur in connection with the supply of the defective goods.
A complaint does not entitle the purchaser to withhold payment of the price of the goods in question.

Q?

Where are products delivered from?

A.

All products are despatched from our European warehouse, based at Geneva airport, Switzerland.

Q?

What personalised service do you offer?

A.

All orders are processed by our dedicated customer service team. An order acknowledgement is sent for each order, and every order is tracked from despatch until it arrives at your door.

Q?

What is meant by risk free delivery?

A.

All orders within the European Union are sent DDP destination, so risk door to door is covered by HHC.

Q?

Technical questions

A.

We are available for any technical questions you might have. Please contact our customer service through our website or through our chat facility and provide all necessary details. We will come back to you with an answer, once we have checked our retained samples and investigated the matter.

Q?

Do we provide samples?

A.

We do not usually provide samples but offer products at discounted prices, based on the potential quantity to be ordered over a 6 month period. Depending on the number of units ordered subsequently, the cost of the sample may be reimbursed.

Q?

How much time an offer is valid?

A.

Our quotations are valid for 1 month from the date of issue indicated in the document, unless a longer term is required for example in a tender.

Q?

Which INCOTERMS do we apply?

A.

For deliveries within the European Union :
All orders within the European Union (Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Germany, Denmark, Estonia, Greece, Spain, Finland, France, United Kingdom, Hungary, Ireland, Italy, Lithuania, Luxemburg, Latvia, Malta, Netherlands, Poland, Portugal, Rumania, Sweden, Slovakia, Slovenia) are delivered as intra-Community supplies, exempt from VAT (Incoterm DDP “destination”) and duties (intra-Community delivery – exempt from VAT in conformity with article 262 ter 1 of the C.G.I., general taxation code (Article 138-1 Council Directive 112/2006/EC)).

For deliveries outside the European Union :
Importation costs, VAT and any relevant additional expenses are at the charge of the receiver (incoterm EX WORKS Geneva, Switzerland).

Q?

What are our shipping conditions?

A.

Goods can be shipped as perishable requiring cold storage (for +2° to +8° C. with ice packs or dry ice for -20° C.) or normal storage max. +25° C.

Q?

What kind of shipping methods do we use?

A.

We usually ship orders by courier or airfreight, using our forwarding agent or customer’s agent. Customers may also arrange collection using their own carrier.
Our Customer Service team will propose the most cost effective way and sure method, considering the product, destination and temperature requirements.

Q?

You cannot find the product you need on our website. What can you do?

A.

If you cannot find the product you are looking for, please contact us. We will try to provide a solution. This can be one of our products or another supplier. Our company has access to an extended network of manufacturers all over the world.

Q?

What payment methods are accepted?

A.

We accept payment by wire transfer, from bank to bank. Our bank details are available upon request. We also accept payment by credit cards.

Q?

What are our payment terms?

A.

We usually apply 30 days payment terms after approval by our finance dept. If the approval is not given, we require payment in advance against our proforma.

Q?

What are the conditions for Free shipping?

A.

For deliveries within the European Union :
We offer free delivery for wet ice orders (+2° to +8° C.) with total value above EUR 725, CHF 762, GBP 544 and USD 820. For orders below these values, shipping costs are charged.
For Dry ice orders (-20° C.), we offer free delivery for orders with total value above EUR 925, CHF 972, GBP 694 and USD 1’046. For orders below these values, shipping costs are charged.
For combined orders each order level has to be applied as the different products will be shipped separately.
For deliveries outside the European Union :
Shipping costs are not included in our price. The best delivery solution is submitted (courier TNT, DHL, Fedex or airfreight) considering the most cost effective way of transportation that can guarantee the delivery in the best conditions.

Q?

What is the lead time for deliveries?

A.

We deliver from 2 to 10 working days depending on availability of the products. Our aim is to deliver as soon as possible ensuring a secure and smooth delivery for our customers.

Q?

How can I place an order?

A.

We accept orders sent by e-mail, fax or mail. However, the first 2 methods enable us to ensure the most rapid processing of it. Each request must indicate delivery and invoicing address, name of a contact, its phone number, fax and e-mail for each address. Item must be indicated with art. code, name, quantity and price. We also need the reference of our quotation. Contact us through our website.

Q?

Is there a minimum quantity to place an order?

A.

HHC has no minimum order level.

Q?

Are there any hidden costs in your prices?

A.

Our pricing is 100% transparent. All quotes and order confirmations provided detail every aspect of the order, including price, taxes and any charges.

Q?

What Guarantees do you offer?

A.

The seller’s liability for defects in the goods supplied is restricted to free replacement or repair of the goods for a guarantee period of six months from the time of despatch of the goods or until the expiry date of the product. The goods replaced by perfect goods become the property of the seller.
Furthermore the purchaser has no claims of any kind against the seller, in particular any ongoing rights to substitution, reduction or compensation for damages arising through defective supply. Excluded in particular are all claims by the purchaser for compensation for indirect or consequential damages (including lost orders, income or profits, recall costs, interruption of work, claims by third parties) and for all other costs that the purchaser may incur in connection with the supply of the defective goods.
A complaint does not entitle the purchaser to withhold payment of the price of the goods in question.

Q?

Where are products delivered from?

A.

All products are despatched from our European warehouse, based at Geneva airport, Switzerland.

Q?

What personalised service do you offer?

A.

All orders are processed by our dedicated customer service team. An order acknowledgement is sent for each order, and every order is tracked from despatch until it arrives at your door.

Q?

What is meant by risk free delivery?

A.

All orders within the European Union are sent DDP destination, so risk door to door is covered by HHC.

Q?

Technical questions

A.

We are available for any technical questions you might have. Please contact our customer service through our website or through our chat facility and provide all necessary details. We will come back to you with an answer, once we have checked our retained samples and investigated the matter.