You will typically receive your results within 12-36 hours of your sample being received and scanned by the laboratory. You can visit Royal Mail’s website to track your sample package and check on its delivery progress using the tracking number we asked you to take note of. Please be aware that delivery and processing may take longer at weekends and Bank Holidays.
Once received from the lab, results will be sent by email and uploaded into your account on the website. Occasionally, samples are unfit for testing. To prevent this from happening, please ensure that you follow carefully the instructions enclosed with the test kit.
This depends on the test you are taking. Pre travel and standard kits are despatched same day if ordered prior to 4pm. For Day 2 & 8 tests are despatched on Day 0 (your arrival date). For Day 5 these are despatched to arrive no earlier than Day 5.
Please contact our customer services team for help on +44 (0) 1270 623 179 or email firstname.lastname@example.org (8am to 8pm 7days a week)
You will have also received an email from email@example.com with a link to download your results. If you have forgotten your password please follow the reset instructions on the website. For further help please contact our customer services team for help on +44 (0) 1270 623 179 or email firstname.lastname@example.org (8am to 8pm 7days a week)
Your Day 2 & Day 8 tests are sent together, and are dispatched before day 2. For Day 5 Test to Release, these are dispatched to arrive on day 5.
Yes. Both tests will arrive together and will be clearly marked; Who it is for & which is Day 2 & which is day 8. It is very important you take the correct tests as these have been assigned to the individual.
The test certificate in our fit to fly kit includes information required for this. However, we cannot guarantee that it meets the specific requirements for every travel provider and country. It is your responsibility to ensure it will meet your needs before purchase. Our default delivery service is Royal Mail Track 24 please consider this when reviewing timelines to avoid disappointment, especially if travelling on evenings and weekends and Bank Holidays. We do offer a courier service in some areas which is recommended if your testing requires tight turnaround times. Coverage will be advised at time of ordering, based upon your postcode.
We can process refunds within two weeks of purchase. The barcode will be disabled, and the test kit would need to be destroyed. If the test kit is used refunds will be considered only if the results are after the required 36 hours from scanned receipt at the lab. Please ensure your test is fit for purpose before purchase.
If the test kit arrives damaged or items are missing, please contact a member of our customer services team for help on +44 (0) 1270 623 179 or email email@example.com (8am to 8pm 7days a week)
Yes. When you order the test, please ensure to enter the name of the person who is being tested so that this is included on the results report document.
Our COVID-19 PCR test picks up all known variants including the newly identified Kent and South African strains. The changes in the strain are found in the 'spike protein', which is not an area targeted by our assay, meaning no impact to accuracy. We also utilise a multiplex assay which targets more than one conserved region (both E and N proteins) giving higher accuracy and sensitivity. Our laboratory perform regular checks of primers and probes against the GISAID database. Please be assured our assay is under constant review, if you have any questions feel free to contact us.
If you have bought directly form us, you don’t need to activate the kit. If you have bought the kit via one of out third parties, please contact them for confirmation. How do I amend my order details ? If you are unable to change on the website please contact firstname.lastname@example.org
Sometimes things do go wrong and we are here to help, so please contact email@example.com or call +44 (0) 1270 623 179 so we can look to resolve the situation.
Patients must complete the self swab as directed in the instructions inside the test kit. Failure to take a swab as directed, may cause a delay in reporting your result. Taking a swab on behalf of someone else is a gross breach of the terms of this service.