Here to help
We’re here for you, if you’re looking for a little more info,
our most frequently asked questions are below.
If you’re still unsure, we’re available 7 days a week to chat.
COVID PCR Tests
How long does it take to get my results once I send my sample back?
Once you have sent back your sample to our lab it will arrive there within 1 -2 days (excluding Sundays). Once it has arrived at our lab, they will then check in your sample. You will get an email confirmation of this and will receive results within 48hrs via email but typically 24hrs. Day 5 test results are ready in 24 hours from it being received in the lab.
How do I send my test back?
Each test includes a UN3373 return bag and a Royal Mail Tracked 24 return label. All you need to do is follow the instructions to seal your sample inside the bag and send it back to our laboratory.
Why are your tests so expensive?
Our tests are currently in line with most at home testing kit providers, but kits do vary in price depending on the source of kits and other factors.
Why do they need to be PCR and not lateral flow?
Lateral flow tests will not be able to be analysed for variants if positive, that is why they are not satisfactory.
Why do I have to pay for tests?
As travel back into the UK is a private matter, you must pay for your testing, individuals who need to travel due to the nature of their job are exempt from paid for testing in line with government guidance.
Why has the price changed?
Due to our increasing volumes of tests it has allowed us to pass on some savings to our customers, in order to provide more affordable testing.
What is my booking ref?
The reference numbers are on your order confirmation email you will have received after purchasing and start with “HEALT”
Can I leave the house to return my swab sample?
You may leave your house to post your test or to travel directly to and from a testing site. You should follow safer travel guidance and avoid public transport if possible.
How do I register my day 2 & 8?
Your test kit is automatically registered at the point of checkout so there is no need to register it again. We will provide all the relevant information to the Government of your results.
How do I find a priority post box?
Priority post boxes are listed on the Royal Mail website.
Where is the DX Sample drop location?
You can see all the DX locations here.
When will my test arrive?
We dispatch the test kit one day before your arrival in The UK. So you will receive it on the day of the arrival or the day after.
Where is your lab located?
Our lab is at 6 Osyth Close, Brackmills Industrial Estate, Northampton, NN4 7DY. If you drop-off by 10am, you should have your results back by the end of the day but certainly within 24 hours.
Does my child need to be tested?
Children under 5 do not need to take the day-2 or day-8 test, however if you are opting for the test to release scheme they will need to take a day 5 test. You can find more information on the following link. When you complete your order you will receive an order confirmation email which will include your booking reference number for use on the passenger locator form, this will begin with HEALT.
Why can't I just take the day 5 test?
The 2 & 8 is a mandatory requirement whereas the Test To Release (Day 5 ) test is optional but allows you to end isolation early subject to a negative Day 2 result.
How do I return my sample?
You have several options to return with us.
- Free Royal Mail Tracked 24 (1-2 working days to return if sent Monday – Friday or Saturday
- DX Sample Drop (Guaranteed Next Day if sent Monday – Friday)
- Arrange your own courier
- Drop off to lab
DX couriers allow customers to drop off their sample to 55 locations around the UK Monday – Friday with a guaranteed overnight delivery to our lab. This way you could send on Monday and know that your sample will definitely arrive on Tuesday morning. You can also drop off on a Saturday morning but this won’t arrive until Monday morning.
How do I get my results?
Results will be available through your online dashboard but you will receive an email and text to notify you when they are ready.
How do I take my test?
Your kit will include instructions of the full process or you can watch our useful video explaining the process here.
COVID Rapid Antigen
How do I take the test using the video platform?
What do I do if I am unable to submit my test from the application?
If you are not able to submit your test using our application due to any reason then, you can submit it manually from this link.
My QR code is not working, what should I do?
If the QR code is not recognizable, then try to enter it manually using the 16 digit number given on the activation card. If you still have any issues, please contact [email protected] for further help.
My test was rejected, what should I do?
Tests are rarely rejected. In most cases, this is because you have not followed the steps clearly as per the video. Our dedicated team will provide a reason for rejection. If there is something that can be salvaged or rectified, our team will help you to do this. If our team are unable to verify what you have presented, then this cannot be accepted as a verified test. In such cases, you will need to either purchase another test, or find an alternative provider.
Please see the terms and conditions of your test provider for further information.
My test has not been verified for a long time?
In some cases, you may have not submitted all the information clearly. For example, you have not shown your blank test strip, or forgotten to show the result strip, or there is an error with the video etc.
Our team try their best to help you in these situations therefore the process may take longer than expected. Rest assured your test is always our highest priority.
My test is inconclusive, what should I do?
In extremely rare circumstances a test may show an inconclusive result. If you have done all the tests and your test is not giving any result, then this is a test that must be repeated. Unfortunately, it means that your swab result was unrecordable. If this is the case, we recommend trying an alternative test. Please contact us with evidence if this happens and we can try and help you with this.
If there is enough time, we are happy to send out another test kit to you.
My test certificate has missing information?
Our tests are conducted and certificates are provided with guidance for the UK government website for private providers. We will always include the minimum requirement. In some cases, we will add more than the minimum required to try and aid passengers, as often airlines and countries change their rules. It is important that you do your test in good time. Don’t do it too early, or too late. We do provide rapid turnaround time, therefore if you notice any mistakes or errors, please flag this up right away and a member of our team will help rectify this right away. Please allow enough time for this, as guidance for airlines, countries and airports change often.
It is up to you to ensure your information is correct.
Food Allergy & Intolerance Tests
How long does it take to get my results?
There is a 5 working day turnaround from sample receipt at the lab, you will be notified when your results are ready in your dashboard.
When will I receive my order?
If you order by 3pm weekdays, your test will be dispatched the same day (excluding bank holidays). DPD next weekday shipping is provided free of charge.
How do I know my results are valid?
We only partner with ISO and UKAS accredited laboratories that adhere to the highest standards of quality assurance.
What are your opening times?
Our customer care team is available on live chat and telephone: 8am-10pm, Monday – Friday and 8am-4pm on the weekends.
Still need help?
General & Covid enquiries: 01604 930385
If you require onsite or supervised testing
please contact us on [email protected]
Monday – Friday
Live chat: 8am – 10pm
Telephone: 8am – 10pm
Live chat: 8am – 4pm
Telephone: 8am – 4pm