My kit hasn’t arrived yet
Allow 5-10 business days in the EU and UK and up to a month elsewhere. Once tracking has been silent for five business days, open a ticket and we reship free of charge.
Kits ship within two business days of your order. From there, delivery takes 5-10 business days inside the EU and UK, up to a month elsewhere. Customs holds are the most common cause of delay and are outside our control.
Check the tracking first
Your shipping confirmation email contains a courier tracking number. If tracking hasn’t moved for more than five business days, treat the kit as stuck rather than slow.
Getting a replacement
Open a ticket with your order number and the tracking number.
We confirm the address on file with you before reshipping — a wrong apartment or postcode is the second most common cause.
Replacement kits ship the next business day at no cost, and we cancel the original barcode so results can’t be mixed up.
If you moved after ordering, tell us before the kit is delivered. Once a courier marks a kit delivered we can’t recover it.