Customer service

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Frequently asked 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

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?

Typically, you will receive your results within 12 to 18 business days after we receive your sample. This does not include postal transit time.

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?

Please note that Medicross does not send physical test kits. After your order, you will receive all necessary documents via email for you to print out yourself. If you don’t receive this email, please check your spam folder or contact our customer service.

How do I activate my test?

You can easily activate your test at www.medicross.com/start .

Can I cancel an order?

Cancellation is possible as long as the test has not been performed and you have not downloaded any digital content, such as the submission form. Once you have made a download, your statutory right of withdrawal expires according to our terms and conditions.

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

Medicross places great importance on protecting your personal data and treats it with strict confidentiality. Your data is stored and processed in accordance with the General Data Protection Regulation (GDPR) and is used exclusively for conducting and providing your test results as well as for communication with you. We do not share personal information with third parties unless it is absolutely necessary for the fulfillment of our services and legally permitted. You can find more detailed information on data protection in our privacy policy.

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?

According to legal regulations, the right of withdrawal for digital content expires once the download has been successfully completed. This serves to prevent misuse of digital services. You will be explicitly informed about this during the ordering process and must actively confirm in the checkout that you are aware of and agree to the expiration of the right of withdrawal after a successful download.

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?

We use a computer-assisted, holistic method to create your results. Important: The results are not suitable for self-medication, do not represent any promise of healing or effectiveness, and do not replace medical advice, diagnosis, or treatment in any case.

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).

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.