Help centre

Usually 3 to 4 working days after the order. You get tracking by email as soon as the parcel is on its way.

Yes. Each test comes with its own kit and its own instructions. Take care not to mix up the samples — the tubes are labelled.

Yes, within 30 days — as long as the test kit is unopened. That gives you longer than the law requires.

Opened kits cannot be taken back, for reasons of hygiene. The same applies to supplements: unopened yes, opened no.

The period starts once you have received the goods. You pay the return postage, except where there is a fault or where we have made a mistake. For subscriptions a different period applies: 14 days from conclusion of the contract.

Because for most analyses you do not need to go to a laboratory. You take stool, urine and saliva samples yourself, following the instructions in the kit. For analyses that need venous blood, we tell you beforehand.

The sample should be sent on the same day if possible, and at the latest on the next working day.

The test kit comes with detailed instructions explaining how to store and post the sample correctly for reliable results.

That depends on the test.

As a general rule:

• Do not stop prescribed medicines on your own
  
• Depending on the test, supplements can affect the results
  

You will find specific guidance:

• in the test description
  
• in the instructions supplied
  
• or, if in doubt, after speaking to our ORY team or your treating doctor / therapist
  

Get in touch before you send it off. Some mistakes can be put right; for others you need a new kit. A sample collected wrongly gives no usable result — better to ask once.

That depends on the test. For some analyses it is required, for others it makes no difference. What applies to your test is in the instructions supplied with the kit — read them before collection, not after.

The same goes for timing: some samples must be taken in the morning, some at a particular time of day.

Usually 7 to 21 days from the arrival of the sample at the laboratory.

Getting there takes several steps: your test kit normally reaches you within 3 to 4 days. When you collect the sample is up to you — some analyses need a particular time, which is stated in the instructions. The return post takes another 1 to 2 days, after which the analysis begins at the laboratory.

So from purchase to lab report you should reckon on about 2 to 3 weeks. You get a message as soon as your result is ready.

Yes.

Every test includes a structured, understandable presentation of the results.

Depending on the test you also receive help with interpretation, or you can optionally book a personal discussion with ORY experts (coaching / advice).

No. A lab report shows measured values, not a diagnosis. It can prepare a conversation with your doctor, but not replace it. With acute complaints, please go straight to a doctor.

Only you — and anyone you release them to. Your lab reports sit in the Evi app. There you decide yourself whether and with whom you share them. Without your release, no one sees them.

Quickest by phone on +49 30 55275010. Or by email to contact@ory-berlin.de — we then get back to you within one working day.

In the free initial consultation we work out together which analysis fits your question. Someone from our team who knows the tests takes that call.

For discussing your lab report and everything that follows from it, we work with non-medical practitioners (Heilpraktiker) and with doctors. Who looks after you depends on what you need.

What we do not do: make a medical diagnosis or replace treatment already under way. If you have complaints that should be looked into, speak to your doctor.

The 10-minute initial consultation is free. In it we work out which test fits your question — nothing more.

A full appointment with a non-medical practitioner (Heilpraktiker) or a doctor from our network is billed directly by the practice, not through the shop. The practice tells you the cost in advance.

Food supplements are foodstuffs intended to supplement the general diet.

They contain concentrated nutrients or other substances with a nutritional or physiological effect, for example vitamins, minerals, amino acids, fatty acids or plant constituents.

Food supplements are not medicines and do not replace medical treatment.

Not necessarily. But it makes sense: with no measured value you do not know whether anything is short. If you are unsure, talk to us before you buy.

No.

Food supplements do not replace a balanced, varied diet or a healthy lifestyle. They serve only as a targeted addition and should always sit within an overall approach to nutrition.

The choice of food supplements should be made individually.

Things that can help you get your bearings include:

• a dietary history
  
• lab tests measuring particular nutrient values
  
• professional advice and clear product information

The decision is always your own, made on the basis of the information available.

Whether longer-term use makes sense depends on the product, the dose and individual needs.

With regular or prolonged use it can be worth reviewing your own situation at reasonable intervals, for example through advice or testing.

Caution is needed when medicines are being taken at the same time.

Certain ingredients can interact with medicines or affect how they are absorbed.

If you are on medication, have a chronic condition or are in a particular health situation, check with a doctor or therapist before taking them.

Used properly and within the recommended intake, food supplements are generally regarded as well tolerated.

An overdose or an unsuitable combination of different products can, however, have unwanted effects. The stated intake recommendations should therefore not be exceeded.

You can pay by credit card (Visa, Mastercard, Maestro, American Express), with PayPal, Apple Pay, Google Pay or Shop Pay. Klarna also offers pay-on-invoice or instalments — which options you are shown is decided by Klarna, based on your order.

Partly, and the order in which you do things makes the difference.

What you buy in the shop — tests and supplements — goes through the normal checkout. A test you order without a prior consultation counts as your own initiative and is usually not reimbursed.

It looks different when a therapist is involved. An appointment with a non-medical practitioner (Heilpraktiker) or a doctor from our network is billed directly by the practice. You receive an invoice from them and submit it to your insurer yourself — with private or supplementary insurance this is often reimbursable.

And if you get advice before ordering: in certain cases the therapist can write a justification for your insurer setting out why a test makes sense. Whether it is accepted is up to the insurer — but without this step there is no prospect at all.

Statutory health insurers do not normally reimburse these services.

If reimbursement matters to you, talk to us before you order.

In your customer account under “Orders”. You also get it by email after the purchase. Therapists' invoices do not go through the shop — they come straight from the practice.

If you have acute symptoms, they need to be assessed by a doctor — not with a self-test. The same goes if you are in the middle of treatment, are pregnant or take medicines regularly: speak to your doctor first.

And if you are expecting a quick answer: a test takes weeks, not days. Anyone who needs certainty straight away is in the wrong place here.