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 to contact our customer service
  5. Required information for an inquiry

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

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

  • The delivery time of the shipping carrier can be found in the shipping costs as well as 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.

To change the screen after listing improvement

 

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

2. What you should check now

  • Check your email inbox – look for messages from contact@marktbio.com with your order number in the subject line.
  • Also check the spam and promotions folder, our emails may end up there.
  • Look for an email with 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.

3. Common reasons for missing updates

  • 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 shipment.
  • The tracking number is activated with a delay (up to 24 hours after shipment).
  • Delays with the shipping carrier, e.g., on weekends or during peak times.

4. When to contact our customer service

  • 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 has been returned to the sender.

5. Required information for an inquiry

  • Order number from the confirmation email
  • Email address used at purchase
  • Tracking number (if available)
  • Country of delivery
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