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 shipments with DHL you can select a parcel locker (Packstation) as the delivery address during checkout. Please enter the Packstation number and your personal post number in full and correctly.

Your parcel is usually stored in the parcel locker for 7 calendar days and is then returned to us if it is not collected. If a shipment is returned to us because it was not collected, shipping costs may apply again for a repeat delivery to you.

If there are problems with a DHL Packstation (e.g. defective display, missing pickup code or full station), please contact DHL directly first. DHL can usually help most quickly with Packstation and pickup parcel shop issues. If your shipment is affected and you need support, please contact us with your order number and a short description of the issue.

DPD betreibt keine klassischen Packstationen. Sollte Ihre Sendung an einen Pickup-Paketshop umgeleitet worden sein und es zu Problemen kommen, wenden Sie sich bitte direkt an DPD.

Bitte halten Sie Ihre Sendungsnummer bereit, um den Prozess zu beschleunigen.

We ship your order with the service providers DPD and DHL. For deliveries outside Germany, we additionally use further shipping providers depending on the destination country. If delivery is not possible, the courier usually leaves a notification. The parcel is then made available either at a branch, a parcel shop or – depending on the service provider – on a new delivery date.

You will automatically receive the tracking number for your shipment by email with the shipping confirmation. In addition, you can view the status of your parcel online at any time if it was sent with DPD or DHL:

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

If there are problems with delivery (e.g. delay, failed delivery attempt or unclear tracking), we recommend first checking the tracking information from DHL or DPD. If the status remains unclear or the shipment does not move for several days, please contact us with your order number. We will then review the case and, if necessary, initiate an investigation with the shipping provider.

Ein direkter Kontakt ermöglicht in vielen Fällen eine schnellere Klärung. Selbstverständlich unterstützen wir Sie bei Bedarf weiterhin.

Bitte halten Sie Ihre Sendungsnummer bereit, um eine schnelle Bearbeitung zu ermöglichen.

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 your order has been successfully placed. In addition, you can download it in your customer account under the “Orders” section, provided you have created an 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 voucher code in the shopping basket or in the final step of the checkout, in the field provided for this purpose. The discount is calculated automatically before you complete your order.

You can adjust your personal details after logging in, in the “My Account” section. If you would like to delete your account completely, please contact our customer service.

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.