Shipping policy
Shipping and Delivery Terms
Poctailor s.r.o., Company ID: 22097643
Effective from: 1 January 2026
All prices are shown in Czech crowns (CZK). International customers pay in CZK; conversion to the local currency is handled by the card issuer or bank.
1. Delivery within the Czech Republic
We offer the following delivery methods:
| Carrier | Price | Delivery time |
|---|---|---|
| Zásilkovna — pickup point | 89 CZK | 1–2 business days |
| Zásilkovna Home — to address | 129 CZK | 1–2 business days |
| PPL — to address | 139 CZK | 1–2 business days |
| Czech Post — Parcel to Hand | 119 CZK | 1–3 business days |
| Personal pickup in Liberec | Free | By appointment |
Free shipping on orders over 2,000 CZK incl. VAT.
2. Delivery to Slovakia
| Carrier | Price | Delivery time |
|---|---|---|
| Packeta — pickup point (SK) | 6,9 € | 2–3 business days |
| Packeta Home — to address (SK) | 9,9 € | 2–3 business days |
| Slovak Post — Parcel to address | 9,9 € | 3–5 business days |
Free shipping on orders over 2,000 CZK incl. VAT.
3. Order Processing
3.1. Standard order processing time is 1 business day. Orders received by 12:00 on a business day are usually dispatched the same day.
3.2. For products not in stock, we will inform you of the expected delivery date by e-mail or phone.
3.3. During national holidays and between 23 December and 3 January, processing time may be extended.
4. Shipment Tracking
4.1. Once your order is dispatched, you will receive a tracking number by e-mail, allowing you to track your shipment on the selected carrier's website.
5. Receipt of Shipment
5.1. Upon receipt of the shipment, check the integrity of the packaging and the contents.
5.2. In case of damage to the packaging or if the contents do not match the order, we recommend:
- refuse to accept the shipment and inform the driver/carrier of the reason for refusal,
- or take photos of the damaged packaging and contents, draw up a damage report with the carrier, and contact us without undue delay (at the latest within 3 business days) at servis@poctailor.eu.
6. Undeliverable Shipments
6.1. If a shipment returns as undeliverable (incorrect address, non-acceptance, unavailable addressee), we will contact you to arrange further steps.
6.2. Re-sending of the shipment will be charged at the full shipping cost.
7. Special Provisions for Sensitive Products
7.1. Some products (e.g., rapid tests, temperature-sensitive reagents) require specific transport or storage conditions. For these products:
- we recommend temperature-controlled transport or express delivery,
- we recommend the fastest possible receipt of the shipment,
- we recommend storing the goods according to the manufacturer's instructions immediately upon receipt.
7.2. The Seller is not liable for degradation of sensitive products caused by delayed receipt of the shipment or improper storage conditions after receipt.
8. Contact
For questions regarding delivery, contact us:
- Email: orders@poctailor.eu
- Phone: +420 705 505 055 (Mon–Fri 8:00–17:00)
Payment methods
Payments in this online store are processed through the payment gateway operated by Comgate, a.s. The provider complies with the PCI DSS security standard. Sensitive payment card details are entered directly on the secure page of the payment gateway — our store has no access to them and does not store them.
More information about the payment gateway is available at www.comgate.eu.
Card payment
We accept Visa, Visa Electron, MasterCard and Maestro payment cards, as well as Apple Pay and Google Pay.
After completing your order you will be redirected to the secure Comgate payment page, where you enter your card number, expiry date and the CVC/CVV security code. The payment is then verified using 3D Secure — your bank will ask you to confirm it, usually in your mobile banking app or with a one-time code.
Once authorised, the amount is blocked on your account and the order is immediately marked as paid. We will notify you of the payment result by e-mail and you will be redirected back to our store.
A detailed description of the card payment process: help.comgate.eu — Card payments.
Bank button payment (online transfer)
We offer instant online transfers using the payment buttons of Czech and Slovak banks.
After selecting this method you choose your bank and are redirected to its online banking. The payment order is pre-filled there — amount, account number and variable symbol — so you only need to log in and confirm. This removes the risk of entering the details incorrectly.
We usually receive confirmation of payment within a few minutes and process the order right away.
A detailed description of the bank transfer process: help.comgate.eu — Bank transfers.
Payment gateway provider contact
For questions about a payment or to file a payment complaint, you can contact the payment gateway operator directly:
Comgate, a.s.
Gočárova třída 1754/48b
500 02 Hradec Králové, Czech Republic
E-mail: podpora@comgate.cz
Phone: +420 228 224 267
Complaints regarding the goods ordered, delivery or withdrawal from the contract should be addressed to us — you will find our contact details in the Contact section and in the Terms and Conditions.