How can we help you?

We ship our products to several European countries. You can see a current overview of the countries we deliver to, as well as any differing shipping costs, directly at checkout.

Please document any visible damage to the parcel immediately upon receipt and contact our customer service with photos and your order number. Should your shipment be lost, we will take care of clarifying the matter and investigating it, and will get back to you as quickly as possible.

Yes, for DHL shipments you can select a Packstation as the delivery address during checkout. Please enter the Packstation number and your personal postal number completely and correctly.

Your parcel will usually be stored at the Packstation for 7 calendar days and then returned to us if it is not collected. If a shipment is returned to us because it was not collected, additional shipping costs may apply for resending it to you.

If you experience problems with a DHL Packstation, such as a defective display, a missing collection code or a full station, please contact DHL customer service directly. DHL can check your shipment and provide an alternative collection option or a new code.

DPD does not operate traditional parcel lockers. If your shipment has been redirected to a Pickup parcel shop and a problem occurs, please contact DPD directly.

Please have your tracking number ready to help speed up the process.

We ship your order with DPD and DHL. For deliveries outside Germany, we may also use additional carriers depending on the destination country. If delivery is not possible, the carrier will usually leave a notification. Depending on the carrier, the parcel will either be held at a branch or parcel shop, or made available for a new delivery attempt.

You will automatically receive the tracking number for your shipment by email with the shipping confirmation. You can also check the current status of your parcel online at any time if it was shipped with DPD or DHL:

DPD tracking: https://www.dpd.com/de/de/empfangen/sendungsverfolgung-und-live-tracking/
DHL tracking: https://www.dhl.de/de/privatkunden.html

If delivery problems occur, such as a delay, a failed delivery attempt or unclear tracking information, we recommend contacting the relevant shipping provider directly. They can check your shipment immediately and arrange another delivery attempt or an alternative solution.

Direct contact often allows the matter to be resolved more quickly. We will, of course, continue to support you if needed.

Please have your tracking number ready to enable prompt processing.

If a product is temporarily sold out, this is indicated accordingly in the shop. You can – where available – sign up for a notification or ask our customer service about the expected availability.

In principle, carrying out a test from other countries is possible, provided that shipping to your country is offered and that sample collection and return shipping together take no longer than 7 days. Where possible, plan the sample collection so that the sample can be sent on the same day, so that the best possible quality of the analysis is maintained.

In this case, please contact our customer service with your order number and briefly describe what happened. We will then review the options for a replacement kit together with you.

Once your sample has arrived at the laboratory, the analysis usually takes a few weeks, depending on the test method. As soon as your results report is available, we will inform you as quickly as possible.

Yes, we welcome feedback and product ideas. Feel free to send us your request via the contact form so that we can include it in our planning.

You will receive your invoice by email after completing your order. If you have created an account, you can also download it under “Orders” in your customer account.

If a payment is declined, you will usually receive a notice directly at checkout. Please check your payment details and, if applicable, the limit of your payment method, or choose an alternative payment method.

You can enter a discount code in the designated field in your cart or during the final checkout step. The discount is calculated automatically before you complete the order.

You can update your personal details after logging in under “My Account.” To delete your account completely, please contact our customer service team.

On the login page, use the “Forgot password” function. You will receive an email with a link through which you can set a new password.

You can create an account directly at checkout or via the “My Account” section. To sign in afterwards, use your email address and your password.