Getting the kit to you

Kits leave our facility within one business day of your order. Delivery normally takes 5 business days.

You will get an email with tracking the moment yours ships, along with the collection instructions so you can read them before the box arrives.

If it has not arrived

If your kit has not reached you within 10 days of that email, tell us and we will send another one. There is no charge and we do not need you to prove anything — a kit that has not arrived is our problem, not yours.

Collect Monday to Thursday

Please collect your sample Monday to Thursday and post it back the same day. Do not collect on a Friday, Saturday, Sunday or a public holiday, and avoid the days either side of a holiday.

The return mailer is overnight, but couriers do not move samples over a weekend. A sample collected on the wrong day sits in a depot, and a sample that has sat too long has to be rejected — which means collecting all over again. If you are not sure whether a week is affected, leave it until the following Monday. The kit keeps.

Your results

Turnaround is quoted from the day your sample reaches our laboratory, not from the day you order, because the post is the one part of this neither of us controls. The turnaround for your panel is on its product page.

Replacement kits

We replace a kit free of charge, as many times as it happens, when the fault is ours or the carrier’s. That includes:

a kit that never arrived
a return mailer that went missing after you posted it
a sample delayed in transit past the point where it can be run
a kit that arrived damaged
anything our laboratory got wrong

Your first replacement is free whatever the reason — including if the mistake was yours. Everybody gets one.

After that, a replacement needed because of something at your end — a kit that was lost, collected on the wrong day, not filled to the line, or never sent back — is $59.00. That covers the kit and both shipping legs, and it is less than buying the panel again.

There is no expiry date and no deadline. An unused kit keeps. Take the time to collect on a day that suits you — we would far rather wait than have you rush it and have to collect again.

If you think a charge is wrong, reply to any email from us and say so. We would rather sort it out than have you feel stung.

Where we cannot ship

State law means we cannot send at-home kits to New York, New Jersey, Rhode Island or California. If you order from one of those states we will refund you in full.

Questions about any of this: customerservice@labxdiagnostics.com