Help Centre
Frequently Asked Questions
Everything you need to know about our products, ordering process, payments, delivery, and privacy — all in one place.
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Most Asked
Popular Questions
The questions our customers ask most — answered instantly
Is my order really discreet and safe?
Ordering & PrivacyHow long does delivery take to my country?
Delivery & ShippingWhat payment methods do you accept?
Payments & CryptoWhat products do you sell and are they lab tested?
Products & QualityWhat happens if my parcel is seized at customs?
Delivery & GuaranteeHow do I get a medical cannabis prescription?
Medical PrescriptionsNo questions found for that search. Clear search
Ordering & Privacy
8 questions
PopularIs my order really discreet and private?
Yes — absolute discretion is our top priority. Every order is shipped in plain, unmarked outer packaging with no brand name, product description, or TopShelf logo anywhere on the parcel. The return address uses a generic business name. All our communications are encrypted and we operate a strict zero data retention policy.
How do I place an order?
Browse our Trippy Store and add items to your cart, or use our custom order form for specific requests. Provide your delivery address and a secure contact method (email or Telegram). You will receive an order confirmation within 30 minutes along with payment instructions.
Do I need to create an account to order?
No account is required. You can order as a guest using just your delivery address and a contact method. For privacy, we recommend using an anonymous email (ProtonMail or Tutanota) or a Telegram handle not linked to your real identity.
Is there a minimum order amount?
Yes, our minimum order is €50 to cover packaging and shipping costs. There is no maximum order limit. Bulk orders above €500 receive a 10% discount automatically — contact us before placing a large order so we can arrange the best pricing for you.
Can I cancel or modify my order after placing it?
You can cancel or modify your order before payment is confirmed. Contact us via Telegram immediately with your order ID. Once payment is verified and packing has begun, we are unable to make changes — but we will always do our best to accommodate reasonable requests.
Will you store my personal information?
We operate a strict zero data retention policy. Your name, address, and order details are deleted after your order is completed. We never sell, share, or pass your data to any third party. All communications are end-to-end encrypted.
Can I order for someone else or as a gift?
Yes. Simply provide the recipient’s delivery address and ensure someone will be available to receive the parcel. We recommend notifying the recipient so they are expecting a delivery — our packaging gives no indication of the contents.
Do you ship to all European countries?
We ship to 30+ European countries including the Netherlands, Germany, United Kingdom, France, Belgium, Spain, Austria, Italy, Portugal, Sweden, Denmark, Switzerland, and more. Contact us if your country is not listed — we may still be able to accommodate your order on a case-by-case basis.
Delivery & Shipping
7 questions
PopularHow long does delivery take?
Delivery times from dispatch are:
- Netherlands & Belgium: 24 hours
- Germany & Austria: 24–36 hours
- United Kingdom & France: 36–48 hours
- Spain, Italy, Portugal: 48–72 hours
- Other EU countries: 48–72 hours
PopularWhat happens if my parcel is seized at customs?
We offer a full reship guarantee at no extra cost. If your parcel is seized or held at customs, simply send us the seizure notice or a screenshot of your tracking showing it stopped at a customs facility. We will dispatch a replacement within 24 hours. No arguments, no extra charges.
When will I receive my tracking number?
Your tracking number is sent via Telegram or email within 2–4 hours of your order being dispatched. If you have not received it within 6 hours of placing your order, contact our support team with your order ID and we will check the status for you.
My tracking has not updated in 24 hours — is that normal?
Tracking updates can be delayed at sorting hubs, especially over weekends and public holidays. This is normal in the majority of cases. If there is still no update after 48 hours, contact us and we will open an investigation with the carrier immediately.
Can I change my delivery address after placing my order?
Address changes are possible before dispatch — contact us immediately via Telegram with your order ID. Once dispatched, changes are very difficult and depend entirely on the carrier. We will always try our best but cannot guarantee a redirect after the parcel has been scanned into the network.
My tracking shows delivered but I have not received anything.
First check with neighbours, your building reception, or any safe locations your courier might have left the parcel. If it is still not found, contact us within 24 hours of the delivered scan with your order ID. We will open an investigation with the carrier and arrange a reship or refund if necessary.
Do you offer express or same-day delivery?
Yes. Express delivery upgrades are available at checkout for most countries. Same-day delivery is available for Netherlands and Belgium orders placed before 2PM. Contact us before ordering if you need guaranteed express service and we will confirm availability for your location.
Payments & Crypto
6 questions
PopularWhat payment methods do you accept?
We accept the following payment methods:
- Bitcoin (BTC) — most popular, confirmations in 10–30 minutes
- Ethereum (ETH) — fast and low fees
- USDT (TRC20 and ERC20) — stablecoin, no price volatility
- Litecoin (LTC) — very fast confirmation times
- Monero (XMR) — maximum privacy
- Bank transfer — available for EU customers only, contact us first
I have never used crypto before — can you help?
Absolutely. Our support team can walk you through the entire process step by step via Telegram — from setting up a wallet to making your first purchase and sending payment. Most first-timers complete the process in under 20 minutes. We are patient and happy to help at any time.
When should I send payment?
Only send payment after receiving your order confirmation and our wallet address via email or Telegram. Never send payment to an address you have not confirmed directly with us. We will never ask for payment before sending your order confirmation and order ID.
What if I send the wrong amount or to the wrong address?
Contact us immediately via Telegram if you believe you have sent an incorrect payment. If the transaction has not yet been confirmed on our end we may be able to resolve it. Please note that cryptocurrency transactions cannot be reversed once confirmed on the blockchain — always double-check the wallet address before sending.
How long does payment confirmation take?
Bitcoin typically confirms in 10–30 minutes. USDT TRC20 confirms in about 3 minutes. ETH in 5–15 minutes. Litecoin in under 5 minutes. Monero in 20 minutes. Bank transfers can take 1–2 business days. Once we confirm receipt, packing begins immediately.
Do you offer refunds?
Yes. We offer full refunds or reshipping in the following situations: parcel lost in transit, parcel seized at customs, significant delay beyond 7 days, or product significantly different from the description. Refunds are issued in the same cryptocurrency used for payment and typically processed within 24 hours of approval.
Products & Quality
6 questions
PopularAre your products lab tested?
Yes — every product batch is independently tested by a third-party laboratory for potency, pesticides, heavy metals, and contaminants before it is approved for sale. Lab certificates of analysis are available on request for any product. If a batch does not meet our standards, it does not ship.
What cannabis products do you sell?
We carry a wide selection of premium cannabis products including:
- Dried flower — Indica, Sativa, Hybrid, and CBD-rich strains
- Pre-rolled joints and cones
- Concentrates and hash
- Edibles — gummies, chocolate bars, capsules
- Vape cartridges
What mushroom products do you offer?
Our psilocybin mushroom range includes:
- Dried whole mushrooms — Golden Teacher, Penis Envy, Blue Meanie, and more
- Micro-dose capsules — 100mg and 200mg per capsule
- Psilocybin chocolate bars
- Mushroom teas
- Grow kits for home cultivation
How should I store my products after delivery?
Cannabis flower should be stored in an airtight container in a cool, dark place. Avoid direct sunlight and heat. Dried mushrooms should be kept in an airtight container in a cool, dry place — for long-term storage, keep them in the freezer. Capsules and edibles should be stored as per the packaging instructions.
What if the product I receive is different from the description?
If you believe a product does not match its description in a significant way, contact us within 48 hours of delivery with photos if possible. We take quality complaints very seriously. Depending on the issue, we will offer a replacement, store credit, or a refund.
NewDo you offer bulk or wholesale pricing?
Yes. Orders above €500 automatically receive a 10% discount. For orders above €2,000 we offer custom pricing — contact us via Telegram before placing your order to discuss. We work with a number of regular bulk buyers across Europe and offer competitive wholesale rates for verified repeat customers.
Medical Prescriptions
5 questions
PopularHow do I get a medical cannabis or psilocybin prescription?
Navigate to our Medical section and complete the brief online consultation form. Include your name, date of birth, country of residence, and a description of your condition. A licensed practitioner will review your application and issue a prescription if eligible — this typically happens within 24 hours. The prescription and recommended product are then delivered discreetly to your door.
What conditions qualify for a medical prescription?
We can assist with prescriptions for a range of conditions including chronic pain, anxiety and PTSD, insomnia, multiple sclerosis, Crohn’s disease, treatment-resistant depression (psilocybin), and end-of-life care. If your condition is not listed, complete the consultation form and a practitioner will assess your eligibility individually.
Are medical consultations confidential?
Absolutely. All medical consultations are conducted under strict confidentiality. Your medical information is shared only with the reviewing practitioner and is never stored in our system after your case is closed. We take medical privacy as seriously as we take delivery privacy.
How long does a prescription remain valid?
Medical prescriptions issued through our service are valid for 6 months from the date of issue. After 6 months, a brief renewal consultation is required. Returning patients receive priority review and the renewal process usually takes less than 2 hours.
Can I be refused a prescription?
Yes. Our practitioners may decline to issue a prescription if the condition does not meet the eligibility criteria, if there are contraindications with existing medications, or if the application contains insufficient information. If refused, you will receive a clear explanation and, where possible, a recommendation for an appropriate alternative.
Account & Support
5 questions
How do I contact customer support?
You can reach us via Telegram at @TopShelfEuropeSupport (fastest — under 15 minutes), by email at support@topshelfeurope.online (under 2 hours), or through the contact form on our Contact page (under 4 hours). Support is available 24 hours a day, 7 days a week, 365 days a year.
How do I track my order?
Visit our Track Order page and enter your order ID or courier tracking number. Your tracking number is sent to you via Telegram or email within 2–4 hours of dispatch. You can also contact our support team at any time for a manual tracking update.
How do I leave a review?
Visit our Reviews page and scroll to the Write a Review section. You will need your order ID to verify your purchase — only verified buyers can leave reviews. Reviews are published within 24 hours of verification. We read and respond to every review personally.
I have not received a reply to my message — what should I do?
Check your spam or junk folder for email replies. If you messaged us on Telegram and have not received a response within 30 minutes, send a follow-up message. If you used the contact form, ensure the email address you provided is correct. Telegram is always the most reliable way to reach us quickly.
Can I refer friends and get a discount?
Yes — we have an informal referral programme. When a friend places their first order and mentions your name or Telegram handle, both of you receive a 10% discount on your next order. Contact our support team for details and to register your referral link.
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