Frequently asked questions.
Answered for you.
Customer account
What are the advantages of a customer account?
With an account, you don't have to re-enter your details the next time you visit. You can also view your previous orders and participate in our savings program.
How do I create a customer account?
Click on the head icon in the menu, and you will automatically be taken to a page where you can click on "Create Account".
Fill in your details here. You will automatically receive an email in which you can confirm your email address.
Where do I log in to my customer account?
Click on "My Account" in the upper right corner next to the shopping cart and fill in your login details here. Then click on "Login" and you are in your account.
I forgot my password - how can I log in?
If you want to change your password or have forgotten it, that's no problem. You can simply click on "Forgot password" when logging in. After entering your email address that you used to register with us, you will automatically receive a link by email. Once you have opened this, you can create a new password.
Can I edit my data myself?
Once you are logged into your customer account, you can edit your personal data under "Edit Address".
Unfortunately, it is no longer possible to change an address after an order has been placed.
Can I delete my customer account?
You cannot delete your customer account yourself. Please contact our customer service to do so.
Order / Delivery
Where is my order?
As soon as your delivery has left our warehouse, you will receive a tracking number, which you can use to track the status of your shipment on the DHL page. You can find the tracking number in the shipping confirmation that you received from us, or in your customer account.
Click here to go to the DHL Tracking Portal
Is your delivery missing or have you not received a tracking number? Then please contact our customer service with your order number.
Can I cancel my order?
We process your order very quickly. Therefore, it is possible that we have already shipped your order before you cancel.
If you want to cancel your order, please send us a message with your order number as soon as possible.
How can I redeem a voucher code?
You can easily redeem your voucher code in the shopping cart under "View order details" in the "Enter discount code" field.
If all the requirements of the voucher are met, the purchase amount will be reduced by the voucher value.
Please note the following:
Only one voucher code can be redeemed per order. Not all vouchers can be combined with other discounts.
Individual promotional items may be excluded from the redeemability of vouchers.
It is not possible to redeem a voucher code on an order that has already been placed.
How can I view my previous orders?
I have not received my order, what can I do?
If you have not received your order within the stated delivery times, please contact our customer service.*
Frequently, our customers have found that their package was left at a parcel shop or with a neighbor. Please check whether you have received a notification from DHL by email, app or post.
*Delays may occur in some European countries.
My package was delivered, but not to me. What now?
Unfortunately, it can sometimes happen that the shipping company/DHL indicates that the package has been delivered, but the customer has not received it.
Please check whether you have received a notification from DHL by email or in your mailbox. Sometimes packages are left with neighbors. If this is still not the case, please contact our customer service. In such a case, we will initiate a postal investigation.
My order is damaged, what can I do?
If your package or the products contained therein have been damaged during transport, please send us an email immediately with clear pictures of the box, the address label, the contents and the damage. We need these photos to be able to claim the damage from the carrier.
Please always include your order number.
Of course, we will take care of a replacement delivery.
How do I get a refund after I have cancelled my order?
Let us know via info@everstack.de that you would like to cancel your order and get your money back. We will usually refund your money immediately. Depending on the payment method, it is possible that the payment providers sometimes take longer. We have no influence on this.
I returned my order, but I have not received my money back yet. Why?
Let us know via info@everstack.de that you would like to return your order and get your money back. We will refund your money as soon as we have received and checked the returned products. Please allow us up to 5 working days.
Halal Information
Are all of your products halal?
Currently, the following products have full Halal certification: Halal Collagen Peptides, Bone Broth Powder, Beef Gelatin Powder.
The following currently applies to our capsule products:
Our Muslim community is important to us, and we respect your values and needs. Our beef products come from halal-compliant sources, and the slaughterhouses meet all Halal requirements. The beef gelatin capsules used are also Halal-certified.
However, the entire production chain is not yet fully Halal-certified, as the strict Halal regulations currently preclude this. We have been informed by our manufacturer and suppliers that contamination with non-halal substances is excluded. Nevertheless, a complete certification is lacking. Therefore, we are currently unable to declare the product as "fully" Halal. For some customers, this information has been sufficient.
In summary: Our raw materials and capsules are Halal, but the processing procedures do not yet meet all the requirements for full certification. We are already working to make this possible in 2025.
Are the Halal products slaughtered with or without stunning?
The cattle are neither stunned nor electroshocked before slaughter. Slaughter takes place according to the Halal standard TS OIC SMIIC 5.2.5, without prior stunning.
How does Halal slaughter align with animal welfare?
Our cattle come from pasture-raised farming with access to fresh grass, water, and air. They live in a species-appropriate and natural environment, predominantly on open pastures. In exceptional cases, such as extreme weather or drought, temporary stall feeding may occur.
The slaughter takes place according to Halal standard (TS OIC SMIIC 5.2.5), without prior stunning. This religious slaughter standard requires that the animal is conscious at the time of slaughter. We understand that this does not align with the Western understanding of humane animal slaughter.
Therefore, we openly communicate this aspect so that you, as a customer, can make an informed decision.
For us, transparency and respect are paramount, even if not all values are fully aligned.
Can I view your Halal certificate?
Product World
What are freeze-dried organs?
Freeze-dried organs are offal from which the water has been removed by a special process (freeze-drying). This preserves the nutrients and makes the product last longer.
Why organ meats?
Organ meats contain a variety of different vitamins, minerals and other natural nutrients. They have long been an integral part of traditional diets.
How do I consume the products?
The products are available in capsule form and can be taken with water. Alternatively, the capsule powder can be mixed into food or drinks.
You can find a consumption recommendation for the individual products on the respective product pages.
Where do the beef organs come from?
The organs come from grass-fed cattle raised in New Zealand and Europe.
Are the products safe and tested?
Yes, the products are tested for quality as part of the manufacturing process. The manufacturer provides a certificate of analysis after each batch.
For our Grass Fed Beef Liver product, we go a step further and have it tested independently by a German laboratory!
How do these products fit into a balanced diet?
The products can supplement a diet with various nutrients. They are not a replacement for your diet, but a valuable addition.
How sustainable are these products?
We utilize every resource of the animal, according to the Nose to Tail principle. This way, no resource is wasted and nothing ends up in the garbage. In addition, freeze-drying enables a long shelf life without the use of additives.
Are the products halal?
The following information refers to our capsule products:
At Animal Based, we highly value respecting the values and needs of our Muslim customers.
Our beef products come from halal-compliant sources, and the slaughterhouses meet all Halal requirements. The beef gelatin capsules used are also Halal-certified. Relevant certificates are available for both.
However, the entire production chain, including drying in New Zealand and encapsulation at our German manufacturer, is not yet fully Halal-certified, as the strict Halal regulations currently exclude this. This information has been sufficient for some customers.
In summary: Our raw materials and capsules are Halal, but the processing steps do not yet meet all the requirements for full certification. We are already working with experts to make this possible in 2025.
When can I expect results?
The perception of the products varies individually. Some people feel an improvement in their well-being faster than others. This depends on various factors such as daily diet, health condition, and much more.
What time of day should I take the capsules?
The capsules can be taken at any time of the day.
Should I start with the recommended dose right away?
It is possible to start with a smaller amount and gradually increase to the recommended dosage.
I'm already taking other multivitamins. What about those?
If other dietary supplements are already being used, the total intake can be taken into account.
Our Nose to Tail supplements offer a variety of naturally occurring vitamins and minerals, so they can replace other dietary supplements.
Are freeze-dried organ meats in a capsule effective?
The freeze-drying process preserves the organ's natural nutrients.
So you no longer have to eat the organs raw or cooked. Freeze-drying preserves approximately 95% of the nutrients contained.
Can I take the capsules on an empty stomach?
They can be taken with or without a meal.
Observe how you feel and adjust it to your own preference.
How much fresh organ is in the capsules?
Freeze-drying reduces the weight by removing water. 1g of freeze-dried organ corresponds to about 4-5g of fresh organ. With a daily dose of 8 Beef Liver capsules (3.2g), we have about 14-16g of fresh raw liver.*
*Natural products are subject to natural fluctuations.
The liver is a detoxification organ. Doesn't it store toxins?
Yes, the liver is a detoxification organ, but it does not store toxins.
As part of the body, the liver's job is to process toxins and then pass them on through the body's excretory systems.
The liver does not store toxins, but it does store many important nutrients that are used to process toxins.