Where is my order?
Table of contents
- How processing times work
- What you should check now
- Common reasons for missing updates
- When you should contact our customer service
- 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 have selected.
- You can find detailed shipping time information on the relevant product page. Orders for in-stock items received by 12:00 p.m. are shipped the same day. The maximum shipping time is 7 days.
- You can find the delivery time of the shipping carrier under 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.
- If your order falls within these timeframes, everything is proceeding correctly and no further action is required.
2. What you should check now
- Check your email inbox – look for messages from kontakt@biogo.de 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 the tracking number is 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 within the first 12–24 hours after shipment.
- The tracking number is activated after a delay (up to 24 hours after shipment).
- Delays with the shipping carrier, e.g. on weekends or during peak times.
4. When you should 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 an inquiry
- Order number from the confirmation email
- Email address used at the time of purchase
- Tracking number (if available)
- Delivery country
- Choosing a selection results in a full page refresh.
