Customer information

Frequently Asked Questions

What effects do the products have?

According to the German Dietary supplement Regulation (NemV), the manufacturer of the products is forbidden from providing information about the effectiveness and areas of application of our products to users.

Where can I find detailed product information?

You should always address such questions to your therapist (naturopath, specialist, nutrition expert, etc).

What is the sell-by date on your food supplements?

The Pro EM san, Pro EM san pur and Pro EM san junior products have a sell-by date of 6 months, Pro Vita D3 Öl (drops) can be kept for at least 12 months, all other products for 24 months or longer.

How long does delivery take?

The delivery time is 1-2 working days for deliveries within Germany and 2-6 working days for deliveries within the European Union.

When and how are the packages delivered?

All packages will be despatched from our TISSO stock by our logistics partner DHL. You have the possibility to specify a different delivery address.

What are special offers?

Special offers are delivered on a quarterly or monthly basis so that you always receive fresh products and the total amount does not have to be settled all at once. Of course, you may elect to receive the total quantity in one single shipment. Please observe the product’s shelf life in relation to the duration of therapy. Please note that special offers have to be cancelled in writing (letter, fax) with a legally valid signature if you do not want to receive any more deliveries after the minimum duration period has ended.

What size are the product capsules?

With the exception of Pro Dialvit Kids by TISSO (size 3), Pro Agalostrum by TISSO (size 0), Pro Q10 Plus by TISSO (size 1) and Pro Omega Complete by TISSO (size 10 oval) all of which have size 0 capsule shells.

What are the capsule shells of the products made of?

All capsule shells consist of natural cellulose in the form of hydroxypropyl methylcellulose (HPMC). Gelatine is used for the capsule shells of Pro Omega Complete by TISSO.

When should I take these products?

Unless indicated otherwise on the packaging, take all natural products by TISSO at least half an hour before a meal with about 200 ml of still water.

What does NRVs stand for (Nutrient reference values)?

This is the proportional share of the recommended daily dosage of a nutrient according to Annex 1 of the Food Information Regulation. NRVs values indicate the amount of essential nutrients considered sufficient to cover the daily needs of a healthy person, in accordance with the EU‘s current state of knowledge (Directive 90/496-EEC). If the nutritional requirements increase, then it is possible to deviate from the recommended values.

How do I store the products?

All products should be stored in a cool and dry place, away from the light, yet not in the fridge, as condensation diminishes the quality of the products (except for Pro EM san/Pro EM san pur/Pro EM san junior by TISSO and Pro Omega Complete by TISSO).

Are TISSO products also suitable for vegetarians and vegans?

Apart from a few exceptions, most of our products are suitable for a vegetarian or vegan diet. The following table displays at a glance which TISSO products are vegetarian or vegan and which products contain animal ingredients: Product information vegetarian-vegan (PDF, 59 KB)

If there are unresolved questions about ordering and delivery please get in touch, Monday - Friday from 9.00 am - 5.00 pm.

FON: +49 (0) 27 62 - 98 36 - 20 08

Payment and delivery

The following payment methods are supported by the TISSO online store:

  • direct debit
  • PayPal (€3 fee (deliveries to Switzerland CHF15 fee)
  • by credit card (VISA/MasterCard) 
  • payment in advance
  • on account

With a foreign address, the "on account" method is only available to repeat customers.

Shipping costs within Germany

  • €5.50 on orders up to €149.99
  • €3 on orders up to €249.99
  • Free shipping on orders over €250
  • Quarterly deliveries and all shipments of special offers have free shipping!

Shipping costs non-german addresses

  • 7.50 € on orders up to 249.99 €
  • Free shipping on orders over 250.00 €

Delivery time

  • approx. 1-4 working days for deliveries within Germany
  • approx. 2-6 working days for deliveries within the European Union

Countries we ship to

Shipment within the European Union and Switzerland. Further Countries on request.

Orders further afield

Export - hotline: +49 (0) 27 62 - 98 36 - 20 08
Export - fax line: +49 (0) 27 62 - 98 36 - 20 09
Export - email: orders@tisso.de

Right of withdrawal & Withdrawal form

A. Right of withdrawal

Right of withdrawal

You may withdraw from your contract within 14 days in writing (including, but not limited to, a letter, fax or e-mail) without stating any reasons. The withdrawal period shall be 14 days from the day that you or a third person appointed by you (not the transporter) gained possession of the goods. If you ordered several items together and these items are delivered separately, the withdrawal period shall be 14 days from the day that you or a third person appointed by you (not the transporter) gained possession of the last item. If you ordered goods that will be delivered regularly for a specified period in time, the withdrawal period shall be 14 days from the day that you or a third person appointed by you (not the transporter) gained possession of the first item.

Please send any notices of withdrawal to the following address: TISSO Naturprodukte GmbH, Eisenstraße 1, 57482 Wenden, Germany, Tel.: +49 (0) 2762 – 9836 - 0, fax number: +492762983610, e-mail: info@tisso.de, internet address: www.tisso.de

You can download a template withdrawal form here or send us a different, unambiguous declaration. In order to comply with the withdrawal period, it is sufficient to send us the notice regarding your exercising of the right of withdrawal before the withdrawal period expires.

Consequences of withdrawal

If a withdrawal is effective, TISSO Naturprodukte GmbH is obligated to pay back any and all payments they received from you, including, but not limited to, the postage costs (but excluding any additional costs incurred by your choosing a different type of posting than the standard posting offered), immediately and within 14 days from the day TISSO Naturprodukte GmbH received your notice of withdrawal. TISSO Naturprodukte GmbH will use the same means of payment that you used for the original transportation in order to pay back the above payments unless a different means of payment is agreed on. Under no circumstances will you incur fees for the back payment. TISSO Naturprodukte GmbH is entitled to refuse the back payment until they have received the goods back or until you have provided evidence that you posted the goods in due form. The deadline starts at whichever point in time is the earlier one.

In any case, you shall return the goods promptly within 14 days from the day that you informed TISSO Naturprodukte GmbH about your withdrawal by sending or handing them over to TISSO Naturprodukte GmbH, Eisenstraße 1, 57482 Wenden, Germany. The deadline shall be met if you post the goods before the 14-day deadline expires. You shall bear the direct costs for the return. Any products that have been opened or used shall not be taken back or only taken back against payment of the value of the goods.

General information

  1. Please avoid any damage to or contamination of the goods. Please return the goods to us, if possible in the original packaging along with all accessories and all packaging components. Please use, if necessary, protective external packaging. If you no longer have the original packaging, please select suitable packaging to ensure sufficient protection from damage during transport. 
  2. If possible, please do not return the goods carriage forward to us. 
  3. Please note that the aforementioned numbers 1-2 are not the prerequisite for the effective exercise of the right of revocation. 

B. Withdrawal form

Withdrawal form download.

General terms and conditions

It appears that your browser can not display PDF files.You can also download our general terms and conditions here.