Customer service

Q: Questions about delivery

Can I track the status of my delivery online? Yes, please click here to go to the consignment tracking. What happens if I am not at home at the time of delivery? If you are not at home at the time of delivery, the courier will usually leave a card with information on how and where you can collect your parcel. Do you also deliver to packing stations? Yes, we also deliver to packing stations. Please enter the required data in the order process. What are the shipping costs for my order? From an order value of 50€ you pay no shipping costs. If you do not exceed this value, the shipping costs will be displayed during the ordering process. Note: Our Longevity membership also allows free shipping for orders under €50. Click here to access our Longevity membership. Can I determine the delivery date myself? As we ship with DHL, you have the option of selecting your own delivery date to a certain extent by entering your shipment number.

Q: Questions about payment | voucher code

Which payment methods do you accept? We accept various payment methods. These include credit and debit cards as well as PayPal. How can I use a discount code or gift voucher? You have the option of entering your code during the order process. Please click on the “Show shopping cart” button and enter the voucher code in the field provided. What happens if my payment is rejected? If your payment is declined, you can usually try another payment method. If this option does not work, please contact our customer service. Do you offer installment payments or financing options? You have the option of paying via Paypal in 3, 6, 12 or 24 installments. How do I receive an invoice for my order? We will automatically send you an invoice by e-mail when you make a purchase. If you have not received an invoice, please contact our customer service. Can I change my payment method after completing the order? Normally you cannot change your payment method once the order has been completed. Can I pay cash on delivery? We do not offer payment by cash on delivery. Please use our other payment methods. Is there a volume discount? We will be happy to provide you with a quote for larger quantities. Please contact our B2B customer service and provide details regarding product, quantity, etc. Click here to get to our B2B customer service.

Q: Questions about the omega-3 test

How can I order the Omega-3 test? You can order the Omega-3 test directly on our website. Simply add the product to your shopping cart and follow the checkout instructions. When will my Omega-3 test be delivered? The delivery time for our omega-3 test is usually 2-3 working days. How do I return my blood sample? Your Omega-3 test kit contains all the materials and instructions you need to safely return your blood sample to the laboratory. I have lost my test/it has arrived damaged. What should I do? If your test is lost or arrives damaged, please contact our customer service. We will endeavor to find a solution as quickly as possible. Where can I find the instructions for carrying out the test? You will find detailed instructions on how to carry out the test in your Omega-3 test kit and on the Omega-3 test product page. How long does it take until I receive my test results? Once we have received your sample, it usually takes 1-2 weeks for the results to be available. You will be notified by e-mail as soon as your results are ready. Please also have a look in the SPAM folder if you are waiting longer than 2 weeks for your results.

Q: Questions about Longevity membership

What does Longevity membership include? Receive a whole year of exclusive benefits tailored specifically to your needs. Benefits include free shipping, regardless of order value. You also have the opportunity to gain VIP access to insider knowledge from our experts, allowing you to gain deep insights into the art and science of longevity. We also invite you to take part in our community events. These events offer a great opportunity to network with like-minded people and learn from their experiences. As part of our community, you also benefit from Longevity advice over the phone. Our experts are available to answer all your questions and guide you on your path to better health and increased longevity. You will also receive exclusive product discounts that enable you to purchase our high-quality products at a lower price. And to start your journey, we offer you our Longevity Ebook to download. This guide is packed with valuable information and tips to help you reach your maximum healthy longevity. Where can I register for Longevity membership? Click here to sign up for Longevity membership. When does Longevity membership start? We will inform you about the start of your Longevity membership by e-mail. Please register in advance.

Q: Questions about cooperation

How can I cooperate with neotes? Feel free to write a message to our customer service about the type of cooperation you have in mind. We will get back to you as soon as possible.

Q: Questions about telephone customer service

Can I also contact customer service by telephone? Yes, we are available for you from Monday to Friday from 10:00 to 15:00. You can reach us at: 030 440 39 720.

neotes customer service

Here you will find the most frequently asked questions from our customers.

Where is my order currently located?

You can easily check the current status of your order via the shipment tracking link that we have sent you by e-mail. If you cannot find the tracking number, please contact our customer service – we will be happy to help you!

Our delivery time is usually 1-3 working days. Please understand that the delivery time may occasionally be delayed due to public holidays or unforeseen circumstances.

Questions about delivery

Can I track the status of my delivery online?

Yes, please click here to go to the consignment tracking.

What happens if I am not at home at the time of delivery?

If you are not at home at the time of delivery, the courier will usually leave a card with information on how and where you can collect your parcel.

Do you also deliver to packing stations?

Yes, we also deliver to packing stations. Please enter the required data in the order process.

What are the shipping costs for my order?

From an order value of 50€ you pay no shipping costs. If you do not exceed this value, the shipping costs will be displayed during the ordering process.

Note: Our Longevity membership also allows free shipping for orders under €50. Click here to access our Longevity membership.

Can I determine the delivery date myself?

As we ship with DHL, you have the option of selecting your own delivery date to a certain extent by entering your shipment number.

Questions about payment | voucher code

Which payment methods do you accept?

We accept various payment methods. These include credit and debit cards as well as PayPal.

How can I use a discount code or gift voucher?

You have the option of entering your code during the order process. Please click on the “Show shopping cart” button and enter the voucher code in the field provided.

What happens if my payment is rejected?

If your payment is declined, you can usually try another payment method. If this option does not work, please contact our customer service.

Do you offer installment payments or financing options?

You have the option of paying via Paypal in 3, 6, 12 or 24 installments.

How do I receive an invoice for my order?

We will automatically send you an invoice by e-mail when you make a purchase. If you have not received an invoice, please contact our customer service.

Can I change my payment method after completing the order?

Normally you cannot change your payment method once the order has been completed.

Can I pay cash on delivery?

We do not offer payment by cash on delivery. Please use our other payment methods.

Is there a volume discount?

We will be happy to provide you with a quote for larger quantities. Please contact our B2B customer service and provide details regarding product, quantity, etc. Click here to get to our B2B customer service.

Questions about the neotes bioAge test

Where can I find the registration code for my bioAge test?

Please register with the last 5 digits on your sample collection card.

Example: 78-11111
The digits you need to register are “11111”.

How long does it take until I receive my test results?

Once we have received your sample, it usually takes 4 weeks for the results to be available. You will be notified by email as soon as your results are ready.

Please also have a look in your SPAM folder if you are waiting longer than 4 weeks for your result. Please enter “neotes” in your search bar to find our e-mail as quickly as possible.

How can I order the neotes bioAge test?

You can order the neotes bioAge test directly on our website. Simply add the product to your shopping cart and follow the checkout instructions.

When will my neotes bioAge test be delivered?

The delivery time for our neotes bioAge test is usually 2-3 working days.

How do I return my blood sample?

Your neotes bioAge test kit contains all the materials and instructions you need to safely return your blood sample to our laboratory.

I have lost my test/it has arrived damaged. What should I do?

If your test is lost or arrives damaged, please contact our customer service. We will endeavor to find a solution as quickly as possible.

Where can I find the instructions for carrying out the test?

You will find detailed instructions on how to carry out the test in your neotes bioAge test kit.

Can I also take the neotes bioAge test if I live in Austria or Switzerland?

Yes, that is possible.

Questions about the omega-3 test

How can I order the Omega-3 test?

You can order the Omega-3 test directly on our website. Simply add the product to your shopping cart and follow the checkout instructions.

When will my Omega-3 test be delivered?

The delivery time for our omega-3 test is usually 2-3 working days.

How do I return my blood sample?

Your Omega-3 test kit contains all the materials and instructions you need to safely return your blood sample to the laboratory.

I have lost my test/it has arrived damaged. What should I do?

If your test is lost or arrives damaged, please contact our customer service. We will endeavor to find a solution as quickly as possible.

Where can I find the instructions for carrying out the test?

You will find detailed instructions on how to carry out the test in your Omega-3 test kit and on the Omega-3 test product page.

How long does it take until I receive my test results?

Once we have received your sample, it usually takes 1-2 weeks for the results to be available. You will be notified by e-mail as soon as your results are ready. Please also have a look in the SPAM folder if you are waiting longer than 2 weeks for your results.

Questions about Longevity membership

What does Longevity membership include?

Receive a whole year of exclusive benefits tailored specifically to your needs.

Benefits include free shipping, regardless of order value. You also have the opportunity to gain VIP access to insider knowledge from our experts, allowing you to gain deep insights into the art and science of longevity.

We also invite you to take part in our community events. These events offer a great opportunity to network with like-minded people and learn from their experiences.

As part of our community, you also benefit from Longevity advice over the phone. Our experts are available to answer all your questions and guide you on your path to better health and increased longevity.

You will also receive exclusive product discounts that enable you to purchase our high-quality products at a lower price.

And to start your journey, we offer you our Longevity Ebook to download. This guide is packed with valuable information and tips to help you reach your maximum healthy longevity.

Where can I register for Longevity membership?

Click here to sign up for Longevity membership.

When does Longevity membership start?

We will inform you about the start of your Longevity membership by e-mail. Please register in advance.

Questions about cooperation

How can I cooperate with neotes?

Feel free to write a message to our customer service about the type of cooperation you have in mind. We will get back to you as soon as possible.

Questions about telephone customer service

Can I also contact customer service by telephone?

Yes, we are available for you from Monday to Friday from 10:00 to 15:00. You can reach us at: 030 440 39 720.

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