Where is my order?

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

The processing time = shipping time from our warehouse + delivery time of the shipping carrier you selected.
Detailed information about shipping times can be found on the respective product page. Orders for immediately available items placed by 12:00 p.m. are shipped the same day. The maximum shipping time is 7 days.

The shipping carrier's delivery time can be found in Shipping costs and at checkout during the ordering process.
If your order contains products with different shipping times, the longest stated shipping time applies.
On the product lists, you can filter by shipping time if fast delivery is important to you.

If your order is within these time frames, everything is proceeding correctly and no further action is required.

Check your email inbox – look for messages from kontakt@biogo.de with your order number in the subject line.
Also check the spam and promotions folders – our emails may end up there.
Look for an email containing the tracking number. If available, check it directly on the shipping carrier's website.
Compare the shipping time stated on the product page with the order date.

Your order is still being processed in the warehouse – the stated shipping time has not yet elapsed.
The package has not yet been scanned by the shipping carrier – this is normal in 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 carrier, e.g., on weekends or during peak periods.

The shipping time stated on the product page has passed, and you have not received a tracking number.
No tracking number within 48 working hours after the shipping 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.

Email address *

Order number *

Delivery country *

Type of problem *

Additional notes / information

Maximum 600 characters