The short version
Delivery is free, and return postage is included.
Kits are dispatched within 1 to 2 working days of your order.
Post your sample on the same day you take it.
If your sample is lost in the post, we send a free replacement kit, provided you can show proof of postage.
Results are usually ready within 2 to 3 working days of the laboratory receiving your sample.
Your test travels in two directions: the kit comes to you, and your sample goes to the laboratory. This page covers both.
What we send
Where your test uses a kit, we send everything you need to take your sample, along with instructions and pre-paid packaging to return it.
Delivery is free
There is no delivery charge on any order, and there is no paid express option. We send everything the same way.
When it arrives
Kits are dispatched by our laboratory partner within 1 to 2 working days of your order. Orders placed after 3pm, at weekends or on public holidays are processed the next working day.
Delivery | Usual time |
|---|---|
Most deliveries | 3 to 5 working days |
Remote and rural areas | Up to 7 working days |
These are estimates. If something is delayed beyond our control, we will tell you.
We deliver within the United Kingdom only. We do not ship overseas.
Tracking
You will receive an email with tracking details once your kit is on its way. Please make sure your email address is right at checkout.
If it does not arrive
Until a kit is in your hands it is our responsibility, not yours. If it does not turn up, tell us and we will sort it out.
Sending your sample back
This is the part that matters most, so please read it before you take your sample.
Return postage is included. Your kit contains pre-paid packaging using Royal Mail 24 hour tracked. There is nothing further to pay.
Post your sample on the same day you take it. This is not a suggestion. Blood samples degrade, and a sample posted the following day may not be usable. If that happens because it was posted late, a repeat test may be chargeable.
Take your sample early in the day where you can, so that you can reach a post box or Post Office before the last collection.
Keep your proof of postage until your results arrive. It is your evidence if anything goes astray, and we need it to send a free replacement.
If your sample is lost in the post
We will send a replacement kit free of charge, provided you can show proof of postage.
If your sample cannot be analysed
Where the cause was within our control or the laboratory's, we repeat the test at no charge.
Where it was not, we will talk to you about repeating it and there may be a charge.
Our Returns and Cancellations page explains this in full.
When you will get your results
Results are usually ready within 2 to 3 working days of the laboratory receiving your sample. This includes the check we make on every result before it is released. Larger panels take longer, and some specialist tests are sent by the laboratory to another accredited laboratory and can take more than a week. Where this applies, the product page says so. You will be notified by email when your results are ready. The email never contains your results.
Changes to this policy
We may update this page. The version published when you place your order is the one that applies to it.