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Partner shop and logistics: ordering, saliva samples and shipping in direct selling

Reviewed by Dr. Daniel Wallerstorfer, molecular biologist and founder of Novogenia · Updated: 13 October 2026 · Reading time: 8 min

Made to measure needs no warehouse

Nobody keeps tailor-made suits in stock. They are cut for one person and then delivered. Personalized products work exactly the same way: every box of supplements is produced for one specific person. An intermediate warehouse – in a distributor’s garage or at your headquarters – offers no advantage.

For a network company, that is good news. Your distributors advise and recommend; ordering, analysis, production and shipping run in the background. A subscription with direct shipping to end customers takes inventory and logistics off your team’s plate. Here is how it works at Novogenia – from the partner shop to the question of what applies when a customer withdraws from a purchase.

The partner shop: five steps to the first order

The partner shop is the easiest way in: no setup fees and no lab of your own.

1. Sign up: You register as a Novogenia partner and go through onboarding.
2. Get your shop: You receive your own branded online shop, ready to use.
3. Let customers order: Your customers order their analysis directly in your shop.
4. Novogenia does the work: We ship the saliva kit, perform the analysis and deliver the products.
5. Receive your commission: You receive your commission on every single order.

The partner shop has one limit: you do not build your own product brand with it, because the analysis and delivery visibly come from Novogenia. If that is what you want, choose white label – more in Your own brand for network companies.

Whether one shop is enough for your entire company, and how orders are assigned to individual distributors, depends on your structure. Clarify this in your first conversation with us, before you brief your team.

Commission: per order – and matched to your compensation plan

In the partner shop, you earn on every single order. Novogenia does not publish flat commission rates; you learn them in a personal conversation, tailored to your business model.

For a network company, one simple rule applies: the compensation of your distributors has to fit into your pricing. So calculate backward from the end-customer price – product, shipping, your team’s compensation, marketing. How the commission flows into your compensation plan is something we work out together with you. We advise you on which route fits your structure, your compensation model and your growth goal.

Novogenia’s partner terms (Terms Part C) set the framework. These points are worth knowing:

• Term: The partnership runs for an indefinite period and can be terminated with notice. When the agreement ends, the commission claims end too.
• Changes: Prices and commission rates can change for the future if there is an objective reason; you are informed by email at least four weeks in advance.
• Free choice: End customers can switch their distributor at any time and without restriction.
• Fair play: Anti-competitive or criminally relevant conduct ends the partnership with immediate effect, and any commission claim lapses entirely.

The full conditions are in the Terms; if language versions differ, the German version prevails.

Saliva sample and report: first impressions count

For the genetic analysis, the lab needs nothing more than a saliva sample. The kit is often the first thing a customer holds in her hands from your offer – this moment is worth preparing well.

• Two types of kits: as a non-medical device for lifestyle analyses and as a medical device for medical analyses. Your distributors offer non-medical analyses only; medical analyses are available only through physicians.
• Branded: Kits are available with your branding on request.
• Analysis: in our own lab in Eugendorf near Salzburg, Austria, in 4 days.
• Report: digital via a secure portal, printed on request, in up to 18 languages.
• Access: You decide whether you want to see your customers’ reports. If you do, this should be clear in advance and part of the consent.

Give your team a short guide for this: How is the kit used? What does the analysis show, and what does it not show? When does the report arrive – that is, 4 days of analysis plus the time for sampling and mailing? Explaining this up front means fewer follow-up questions and happier customers. The instructions in the specific kit always take precedence.

Note for Switzerland: There, only certain health professionals may order genetic analyses on nutrition, sport and general well-being. The sample is collected in their presence, and self-tests are not permitted for these analyses (Art. 13 and 34 GUMG, Art. 37 and 40 GUMV). A kit mailed to a customer in Switzerland is therefore not an option for these analyses. More in Growing internationally: languages and markets.

Direct shipping: every box has a name

On request, Novogenia ships directly to your customers as a fulfillment partner – under your brand if you use white label. For personalized products, this is almost a must: the box already belongs to one specific person before it leaves our building.

• What arrives: personalized supplements as Microtransporter pellets in daily sachets; one delivery lasts 90 days.
• Subscription: a 90-day subscription with automatic reordering. The formula is recalculated with every new production run – tell your customers in advance that the composition may change as a result. More in Recurring revenue through subscriptions.
• Billing: via Novogenia or via your own system, with us as your fulfillment partner.
• Undeliverable or refused: Returned goods are kept for at least 30 days and then destroyed for logistical reasons. So make sure delivery addresses are correct.

Who does what? Partner shop and white label compared

Withdrawal: what applies to home visits and online orders

Direct selling happens where consumer law pays especially close attention: in the living room, at the workplace, in a chat. In the EU, consumers have 14 days to withdraw from distance contracts and off-premises contracts without giving any reason (Art. 9 Directive 2011/83/EU). Off-premises means, for example, that both sides are physically present at the same time in a place that is not the trader’s business premises (Art. 2(8)).

There are exceptions, including for goods made to the consumer’s specifications or clearly personalized, and for sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery (Art. 16(c) and (e)). Novogenia’s terms therefore exclude from withdrawal supplements and cosmetics produced on the basis of the customer’s individual analysis results – as well as a sampling kit whose sample tube has been opened or filled. More on the rules for subscriptions in Subscription models: recurring revenue.

Switzerland: The Code of Obligations (OR) gives customers 14 days to withdraw if the offer was made to them at their workplace, in residential premises, in public streets or by telephone, among other situations, and their payment exceeds 100 Swiss francs (Art. 40a, 40b and 40e OR). The right does not apply, among other cases, if the customer expressly requested the contract negotiations (Art. 40c). Orders in an online shop are not listed in Art. 40b OR – unlike the EU directive on distance contracts.

For your team, this means: your distributors inform customers about their rights as your terms provide. Have those terms reviewed by an expert for every country.

Checklist: are your logistics running?

• The model is set: partner shop, white label or both.
• It is clear how orders are assigned to your distributors.
• Your team’s compensation fits into your pricing.
• No distributor keeps inventory; personalized products go directly to customers.
• Your distributors offer non-medical analyses only.
• For customers in Switzerland, the route via an authorized health professional is clarified.
• Your customers know the 90-day rhythm and know that the formula may change.
• Withdrawal information and exceptions have been checked – for the EU and for Switzerland.
• Who sees the reports is clarified and recorded in the consent.

Frequently asked questions

Related: Novogenia partner program · Sales channels: web shop, Amazon, practices, direct selling · Saliva kits for DNA analysis

Note: This guide is general information for businesses and professionals and does not replace medical or legal advice. The genetic traits determined in a genetic analysis are well documented (each gene included is backed by at least three independent studies); recommendations derived from them are logical conclusions, not scientifically proven. Regulations can change; errors and changes excepted.