Customer support · Delivery
Leveranspolicy
How delivery works for self-tests purchased by private customers and for orders placed by businesses, pharmacies and other organisations.
Buying for yourself?
Delivery options, charges and available destinations are shown during the purchase journey. Product availability can differ by country.
Go to private customer guidance →Buying for an organisation?
Quotation, checkout and order-confirmation terms can include business verification, documentation, import or special handling requirements.
Go to business guidance →What do you need help with?
Select the closest topic below. If you are unsure, contact Testora and include your order number where available.
Online consumer delivery is intended for the Netherlands, Germany, Austria, Belgium, Poland and Sweden, subject to the product being available and the delivery being accepted at checkout.
For private customers
Before you place an order
The available destination, delivery method, estimated delivery time and total delivery charge are shown at checkout before payment. A product may be unavailable in a country even when another Testora product can be supplied there.
If no different delivery time has been agreed, EU consumer rules generally require delivery within 30 days. National rules may provide additional protection.
Order processing
Processing starts after the order has been accepted, payment has been authorised and stock and destination availability have been confirmed. The estimated delivery time is separate from any time needed to resolve an incomplete address or payment issue.
Tracking, delay or missing delivery
Where tracking is available, it is sent to the email address used for the order. Check the tracking first, then contact Testora if the parcel is materially delayed or marked delivered but cannot be found.
For consumer orders not delivered within the agreed time, mandatory rights may include setting an additional reasonable delivery period and, in qualifying circumstances, ending the contract.
Address changes and uncollected parcels
Contact us as soon as possible if an address is wrong. We cannot promise that an address can be changed after fulfilment has started. If a parcel is returned because it was not collected or the address was incomplete, contact us before placing a replacement order.
Damaged, incorrect or incomplete delivery
Do not use a test if damage may have affected its seal, integrity or performance. Keep the product, packaging and shipping label, take clear photographs and contact Testora with the order number and a description of what is missing or damaged.
For businesses and professional buyers
Business order terms
Delivery method, charges, estimated timing, risk allocation and any special conditions are those stated in the applicable quotation, checkout or order confirmation. Do not assume that a consumer delivery option applies to a professional order.
Documentation and import
Testora may request business, VAT, import or professional documentation before accepting or releasing an order. Unless otherwise agreed in writing, the customer is responsible for destination-country import requirements and charges not included in the order.
Partial delivery and special handling
Partial delivery, backorders, temperature-sensitive handling or other special arrangements are used only where offered or agreed. Additional charges must be disclosed or agreed before they are incurred.
Inspection on arrival
Inspect the shipment promptly. Preserve packaging, labels and batch or lot details when reporting damage, shortages or possible storage deviations. Quarantine affected regulated products until Testora provides instructions.
Need help with a delivery?
Email the order number, delivery postcode, destination country and a short description of the issue.