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Customer Service

How can we help you?

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FAQ

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Once your order has been shipped, you will receive a shipping confirmation by email with a tracking link. You can use this link to check the current status of your parcel online at any time. Delivery usually takes 1–3 business days. Please note that public holidays or unforeseen circumstances may occasionally cause delays.

Follow the product-specific instructions on the label and product page. Individual medical questions should be discussed with a qualified healthcare professional.

As long as your order has not yet been packed or shipped, we can usually cancel it. Please contact our customer service as quickly as possible and provide your order number.

For larger order quantities and inquiries from medical practices or companies, we can offer individual terms. Please send us a brief description of your project and the quantity required.

Changes to the delivery address or products are only possible while your order has not yet entered the shipping process. Please contact us immediately in this case, and we will check whether the requested change can still be made.

Once your order has been shipped, you will receive a shipping confirmation by email with a tracking link. You can use this link to check the current status of your parcel online at any time. Delivery usually takes 1–3 business days. Please note that public holidays or unforeseen circumstances may occasionally cause delays.

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.

Follow the product-specific instructions on the product page and label. Individual medical questions should be discussed with a qualified healthcare professional.

Follow the product-specific instructions on the label and product page. Individual medical questions should be discussed with a qualified healthcare professional.

Follow the product-specific instructions on the label and product page. Individual medical questions should be discussed with a qualified healthcare professional.

Follow the product-specific instructions on the label and product page. Individual medical questions should be discussed with a qualified healthcare professional.

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.

Follow the product-specific instructions on the product page and label. Individual medical questions should be discussed with a qualified healthcare professional.

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.

Follow the product-specific instructions on the product page and label. Individual medical questions should be discussed with a qualified healthcare professional.

Follow the product-specific instructions on the product page and label. Individual medical questions should be discussed with a qualified healthcare professional.

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.

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