Order or delivery

Where is my order?

Table of contents

  1. How processing times work
  2. What you should check now
  3. Common reasons for missing updates
  4. When you should contact our customer service
  5. Required information for an inquiry

1. How processing times work – please read before contacting us

  • Processing time = dispatch time from our warehouse + delivery time of the shipping provider you selected.
  • Detailed information about dispatch times can be found on the respective product page. Orders for immediately available items received by 12:00 p.m. are dispatched the same day. The maximum dispatch time is 7 days.
  • You can find the shipping provider's delivery time in the shipping costs and at checkout during the ordering process.
  • If your order contains products with different dispatch times, the longest stated dispatch time applies.
  • On the product lists, you can filter by dispatch time if fast delivery is important to you.

  • If your order is within these time periods, everything is running correctly and no further action is required.

2. What you should check now

  • Check your email inbox – look for messages from contact@biolaboratorium.com with your order number in the subject line.
  • Also check your spam and promotions folders – our emails can end up there.
  • Look for an email with the tracking number. If available, check it directly on the shipping provider's website.
  • Compare the dispatch time stated on the product page with your order date.

3. Common reasons for missing updates

  • Your order is still being processed in the warehouse – the stated dispatch time has not yet elapsed.
  • The package has not yet been scanned by the shipping provider – this is normal during the first 12–24 hours after dispatch.
  • The tracking number is activated with a delay (up to 24 hours after dispatch).
  • Delays with the shipping provider, e.g., on weekends or during peak times.

4. When you should contact our customer service

  • The dispatch time stated on the product page has elapsed and you have not received a tracking number.
  • No tracking number received within 48 working hours after the dispatch time has elapsed.
  • The tracking has not been updated for 5 or more business days.
  • The status shows a failed delivery attempt.
  • The shipment was returned to the sender.

5. Required information for an inquiry

  • Order number from the confirmation email
  • Email address used for the purchase
  • Tracking number (if available)
  • Delivery country
That solved my problem.
Maximum 600 characters