Customer service
We’re happy to help with questions and problems

Frequently asked questions
- General questions
How can you reach us?
You can send us an email at [email protected], send us a message via WhatsApp at +49 152 15030526, or call us at +49 8382 2792450. We are available Monday to Thursday from 9:00 AM to 4:00 PM and Friday from 9:00 AM to 12:00 PM.
Answers Sorted by Topic
- Samples
What sample material is needed?
Simply send us a hair sample. If you don’t have enough hair on your head, you can also use body hair. The length of the hair doesn’t matter – the important thing is that it’s about 10 to 20 hairs.
How do I prepare my sample?
Please collect the sample according to the instructions described in the submission form. Dyed or chemically treated hair does not affect the performance of your test.
How do I submit the submission form?
You can find the submission form for sending your hair sample in your order confirmation email. Please also check your spam folder. We do not send you a test kit – you can simply print out the form at home and send it to us along with your hair sample.
How long does it take to get the results?
Where should the sample be sent?
Postal address within the European Union:
Medicross
Heuriedweg 20
88131 Lindau am Bodensee
Germany
Postal address for Switzerland, Liechtenstein, and countries outside the European Union:
Medicross
Herrengasse 30
9490 Vaduz
Liechtenstein
Postal address for the USA:
Medicross
1950 W Corporate Way #62075
Anaheim, CA 92801
USA
Where is my test kit?
How do I activate my test?
You can easily activate your test at www.medicross.com/start .
- Payment, Shipping Cancellation
Can I cancel an order?
What payment methods are accepted?
We accept various payment methods, including PayPal, credit card (Visa, Mastercard, American Express), instant bank transfer, as well as payments via Stripe (including Apple Pay, Google Pay). You can find a complete overview in the checkout area.
Data Protection Measures
What can I do if I have problems with my order?
If there are delays or technical difficulties, please contact our customer service via email or phone. We are always happy to help you.
Why can't I cancel after downloading the form?
- Ordering Test Process
What sets Medicross apart from other providers?
We are proud to be considered pioneers in the DACH region in the field of holistic approaches – with a clear focus on individual needs and conscious lifestyle design. Our success is based on the expertise of our experienced nutritional scientists who personally and comprehensively support our customers.
What method is used for testing?
Where can I find more information about the products?
You can find all important information and FAQs about the products here:


Christiane Dezini
Nutritionist
Do You Have Any Questions?
Christiane is a holistic nutritional consultant, studied nutritional therapist, naturopath, and state-certified physiotherapist.
She has completed training and further education in the fields of nutritional and orthomolecular medicine, Chinese dietetics, raw food therapy, detoxification procedures, vegan nutrition counseling, fasting therapy, and herbal medicine (phytotherapy).
- +49 8382 2792450
- +49 152 15030526
We are available Monday to Thursday: 9 AM–4 PM, Friday: 9 AM–12 PM.
Do You Have Any Questions?
Send Us a Message!
We are available Monday to Thursday from 9:00 AM to 4:00 PM and Friday from 9:00 AM to 12:00 PM.