Customer information

Frequently Asked Questions

What effects do the products have?
Food supplements are subject to food legislation. This means we are only permitted to provide very limited information to “normal consumers” about the health aspects of our products and their ingredients. Find out more about this on our website under Legal issues. “Consumers”, in this sense, refers specifically to customers who do not belong to any particular group of medical specialists.

Doctors, alternative health practitioners or nutritional therapists, for instance, who are familiar with and use our products, can give you more comprehensive information. If your therapist has not heard of TISSO before, feel free to mention us to him or her.
Do I get a bulk discount at TISSO?
Yes. We can make you the following offer if you order at least 6 items of any particular article:
  • Single order from 6 pieces
    reduced single order price
  • Regular supply from 6 pieces
    reduced single order price
    regular monthly supply or quarterly supply
These are the advantages of a regular supply if you are taking our products over an extended period of time: You do not need to worry about placing your next order in time. You always receive freshly packaged products and only pay for those you have already received.
You can request a regular supply in writing or via the TISSO Webshop. If you do not wish to continue receiving deliveries beyond the minimum six-month period, you may cancel the regular supply in writing (and with your signature) at any time.
What is the shelf life of the TISSO products?
The most TISSO products have a shelf life of 24 months (unopened). Exceptions:
  • Pro EM san / pur / junior: shelf life 6 months
  • Pro Vita D3 Oil: shelf life 12 months
Please note the sell-by date of the products.
What size are the product capsules?
Most of our capsules are size 0 (2.16 cm × 0.75 cm). Exceptions:
  • Pro Agalostrum: size 00 (2,30 cm × 0,84 cm)
  • Pro Q10 Plus: size 1 (1,94 cm × 0,68 cm)
  • Pro Dialvit Kids: size 3 ( 1,57 cm × 0,57 cm)
  • Pro Omega Complete: size 10 oval (Ø ca 1 cm, Gelatine)
What are the capsule shells of the products made of?
All capsule shells consist of natural cellulose in the form of hydroxypropyl methylcellulose (HPMC). HPMC is a soluble cellulose compound made of plant fibre. Exception: With our krill oil product Pro Omega Complete, we use suitable soft gelatine capsules for the oils.
When should I take these products?

Unless indicated otherwise on the packaging, take all food supplements 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)?
The reference amounts are the amounts generally recommended for the daily intake of vitamins and minerals as laid down by the Food Information Regulation (LMIV, Annex XIII). The figures are for a healthy adult with an average daily energy consumption of 2000 kilocalories (kcal), i.e. for healthy women of average weight.
The percentages provided in our list of ingredients indicate what share of the reference daily allowance you would achieve through the daily intake of our product.
What are International Units (IU)?
This is something referred to with some of our products that are rich in vitamins. International units (IU) are units of measurement of the active ingredients defined by the WHO for certain substances – e.g. antibiotics, insulin and even some vitamins. They ensure uniform dosages for products or compounds that are differently effective within the same substance class. The relation between the international unit and the amount of substance differs with each substance.
For example: Vitamin A is a collective term for several chemically-related compounds with a different vitamin A activity. The IE given for vitamin A always refers to the retinol compound: 1 IE vitamin A is the equivalent of 0.3 microgrammes of retinol. A daily dosage of our Pro Vita D3 Forte contains 220 microgrammes of vitamin A in the form of retinyl palmitate, which is 400 IE or corresponds to 120 microgrammes of retinol. For instance, in order to achieve 400 IE via the vitamin A precursor beta-carotene, 720 microgrammes of the product would be needed.
For some substances there are now additional, more up-to-date units of measurement. For instance, the active ingredient for vitamin A is also provided in retinol equivalents and the one for vitamin E in tocopherol equivalents.
How do I store the products?
All products should be stored in a cool and dry place, away from the light.

Refrigerate - yes
We recommend storing in a fridge at max. 7°C for:
  • Pro EM san / pur /junior
  • Pro Omega Complete / Ultra
Refrigerate –no:
We do not recommend storing our powdered products in the fridge, as moisture from condensation could adversely affect the quality of the product.
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

If there are unresolved questions about ordering and delivery please get in touch:

Tel: +49 (0) 2762 - 9836 - 2008 | Monday - Friday, 9 am - 5 pm

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

Note: Annual closure 2018
Between 22.12.2018 and 01.01.2019, orders will neither be processed nor dispatched.

Countries we ship to

Shipment within the European Union and Switzerland. Further Countries on request.
Our delivery partner is DHL.
It is possible to deliver to an address that is different from the invoice address or to a DHL package station.

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.