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 to contact our customer service
  5. Required information for a request

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

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

  • You can find the shipping provider's delivery time under 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 product listings, you can filter by shipping time if fast delivery is important to you.

  • If your order falls within these time periods, 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 folders; our emails may land there.
  • Look for an email with the tracking number; if available, check it directly on the shipping provider'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 passed.
  • The package has not yet been scanned by the shipping provider - 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 provider, e.g. on weekends or during peak times.

4. When to contact our customer service

  • The shipping time stated on the product page has elapsed and you have not received a tracking number.
  • No tracking number within 48 business 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.

5. Required information for a request

  • Order number from the confirmation email
  • Email address used at the time of purchase
  • Tracking number (if available)
  • Delivery country
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