FAQ
Questions about delivery, ingredients or which formula to choose? Here are the answers parents ask us most. If yours isn't here, write to us at hello@tenderstage.com โ a real person will answer.
Shipping & delivery
What is your shipping policy?
We ship to the US and Canada with tracked DHL Express, and we cover import duties, so there are no surprise fees at your door.
- United States: $19.99 for 1 tin, $9.99 for 2 tins, free on 3 or more tins.
- Canada: CA$27 for 1 tin, free on 2 or more tins.
When will my order arrive?
We ship the next business day. With tracked DHL Express, orders usually arrive in 3โ6 business days. Customs clearance can occasionally add a few days.
Why can deliveries to the US take longer than before?
Since August 29, 2025, the US no longer lets low-value parcels enter duty-free. Every parcel coming into the US from Europe โ from any shop, not just ours โ now goes through customs clearance and duty processing, which has made clearance times less predictable. It's outside our control, but we do everything we can to keep your order moving:
- We prepare and submit the customs information for every parcel ourselves.
- We ship with DHL Express, which handles customs clearance as part of the delivery.
- We keep an eye on every shipment and contact you if anything gets stuck.
Should I order earlier than usual?
We recommend it. Because customs times can vary, order when you still have about two weeks of formula left, or order a few tins at once โ 3 or more tins ship free to the US, and 2 or more to Canada.
Can I track my order?
Yes. As soon as your order ships, we email you a DHL tracking link. Your tracking will show Lithuania as the starting point โ that's our EU warehouse, and it's expected.
The carrier contacted me about my parcel. What should I do?
Please forward the message to us at hello@tenderstage.com rather than replying yourself. We already provide the customs details for your parcel, and handling it ourselves avoids duplicate answers that can slow clearance down.
What happens if my order is lost or delayed?
If your tracking hasn't moved for several days, or your order hasn't arrived within 14 days, write to us at hello@tenderstage.com. We'll open an investigation with DHL and keep you updated until it's resolved.
How secure is my order online?
Our store runs on Shopify, and checkout is protected with SSL encryption. Your card details are processed by secure payment providers and are never stored by us.
Do you ship to Canada?
Yes. We ship to the US and Canada with the same tracked DHL Express service.
Returns, refunds & cancellations
Do you accept returns?
Because our products are food and infant formula, all sales are final and we can't accept returns or exchanges. This protects every family we ship to: every tin leaves our warehouse sealed, new and unopened, and never goes back on the shelf.
What if my baby doesn't get on well with the formula?
Every baby is different, and sometimes it takes a try or two to find the right fit. If the formula you chose isn't right for your little one, write to us at hello@tenderstage.com and we'll send you a 10% discount code for your next order, so you can try another formula. If your baby shows signs of an allergy or feeding problem, please talk to your pediatrician first.
Can I cancel my order?
Yes, as long as it hasn't shipped yet. If you cancel before your order leaves our warehouse, you'll get a full refund. Once your order has shipped, we can't cancel or refund it. To cancel, write to us at hello@tenderstage.com as soon as possible with your order number โ we usually ship the next business day.
What if my order arrives damaged or wrong?
Contact us within 7 days of delivery with your order number and photos of the product and packaging. We'll send a replacement or refund you. See our refund policy for details.
Our formula
Where does your formula come from?
We source HiPP directly from Germany. It is delivered to our warehouse by HiPP's official distributor โ never bought from marketplaces or third-party resellers.
Why does my tracking say Lithuania?
TenderStage is an EU company, and your order is packed at our warehouse in Lithuania. Lithuania is in the European Union, so the same products and the same EU food-safety rules apply.
How do I know the expiry date?
Every tin arrives sealed in its original packaging with at least 6 months until its expiry date. The date is printed on the tin (usually on the bottom). If you need a longer date for a bigger order, just ask before ordering.
Is the packaging in English?
HiPP tins are made for the European market, so the packaging is in German or another European language. Each product page includes English information about the product, and we're happy to send you an English translation of the preparation instructions โ just write to us.
How do I prepare HiPP formula?
Always follow the feeding table and instructions printed on your tin โ the number of scoops and amount of water depend on the product and your baby's age. Use freshly boiled water cooled to the temperature stated on the tin, use only the scoop provided, and prepare each bottle fresh. If anything on the tin is unclear, write to us and we'll translate it for you.
Choosing a formula
Do European formulas meet my baby's nutritional needs?
Yes. In the EU, infant and follow-on formula must meet strict composition rules set by EU law (Regulation (EU) 2016/127), covering protein, fats, vitamins and minerals, and โ since 2020 โ including DHA in every infant formula. HiPP's formulas are made to these standards for the European market.
What do the HiPP stages mean?
- PRE โ from birth, the closest to the first months of feeding; can be used throughout the first year.
- Stage 1 โ from birth; can also be used throughout the first year.
- Stage 2 โ follow-on formula, from 6 months.
- Stage 3 โ from 10 months.
Check the age on the tin, and talk to your pediatrician before switching stages.
What's the difference between the HiPP ranges?
- HiPP Bio Combiotik โ HiPP's certified organic everyday formula, with natural lactic acid cultures and GOS fibres.
- HiPP Goat Milk โ organic formula based on goat milk.
- HiPP HA Combiotik โ hypoallergenic formula with partially hydrolysed (split) protein. It is not organic.
- HiPP Comfort and Anti-Reflux (AR) โ special formulas. Please use them only after talking to your pediatrician.
What's the difference between prebiotics and probiotics?
Prebiotics are fibres that feed the good bacteria already in your baby's gut. Probiotics are live friendly bacteria themselves. HiPP Combiotik formulas contain both: GOS fibres and natural lactic acid cultures.
What are GOS?
GOS (galacto-oligosaccharides) are fibres made from lactose (milk sugar). They are a prebiotic: they help the good bacteria in your baby's gut grow.
What are LCP, DHA and ARA?
LCP stands for long-chain polyunsaturated fatty acids. DHA (an omega-3) and ARA (an omega-6) are the two most important ones. They are naturally found in breast milk and play a role in the development of the brain and eyes. EU rules require DHA in every infant formula.
What does organic certification mean?
Products carrying the EU organic logo must meet EU organic rules: ingredients are grown without synthetic pesticides or artificial fertilisers, no GMOs are allowed, and at least 95% of the agricultural ingredients must be organic. Farms and producers are inspected regularly by certified bodies. HiPP's Bio ranges carry the EU organic logo; HA and the special formulas are not organic.
Which formula is right for my baby?
Our blog explains the HiPP stages and ranges in more detail, and we're always happy to answer questions. For choosing or changing your baby's formula โ especially the special formulas โ please talk to your pediatrician first.
We know how essential formula is, and how stressful waiting can be. Thank you for trusting us with your little one's nutrition.