What if my sample cannot be processed?
All samples undergo quality control checks when they arrive at our laboratory to ensure they are suitable for testing.
If your sample does not meet our quality requirements, our team will contact you directly, explain the issue and arrange a replacement kit where appropriate.
What if my sample is lost or delayed in the post?
If your sample has not arrived at our laboratory within the required timeframe, please contact our support team so we can investigate.
If your sample is confirmed lost or is no longer suitable for testing due to postal delays, we will arrange a replacement kit at no additional cost.
Will I be notified?
Yes. If there is an issue with your sample that prevents testing, we will contact you directly with information about the next steps.
You will also receive a confirmation email once your sample has been received and registered at our laboratory.
Will a replacement delay my results?
If a replacement sample is required, the standard 2 to 4 week turnaround time will begin once your new sample has been received and accepted by our laboratory.
If you have concerns about your sample or have not received confirmation of its arrival, please contact [email protected] and our team will be happy to assist.