Frequently Asked Questions & Contact Us

We are experiencing a very high volume of calls and enquiries. 
To save you time, we have put together a list of Frequently Asked Questions for you to refer to.
At the bottom of this page you will find a General Enquiries contact form.

Can I see an example travel certificate?

My flight is on this date, when do I need to test?

Unfortunately, we can’t give specific advice on this as every airline/country of destination has their own policy. The best thing to do is to check with your airline and consider whether the xx hours specified are from departure or arrival. Then work your way back to the date/time of the start of the test window.

When you complete your swab, you need to register it and state the time you completed the test. This information is printed on your travel certificate. You can view an example certificate here

How long will it take to get my results?

Results are normally processed within the guided turnaround time provided with each product. This may vary for each product. If you are accessing a test through one of our clinical partners, turnaround times are based upon the agreed service level agreement between our lab and the clinical partner. This may vary from our direct to lab offering.

How do I get the sample to you in time?

You need to consider the time window given by the airline and add the 24-30 hrs we need to process your sample, as well as postage time. Whilst Royal Mail has a reliable 24 TRACKED service which is included with your sample kit, we can’t guarantee that your sample will be delivered to us next day. You can, of course, drop your sample off in the drop-box outside our facility in Barnard Castle, County Durham, arrange for your own courier or investigate alternative postage methods with Royal Mail.

What are your opening hours?

Our lab is open 24 hours a day, 7 days a week. Once a test has been purchased online, you can collect and drop off your test, contact-free, via our Barnard Castle facility. 

I posted my sample but have not yet seen a certificate

Providing you have registered your test correctly, you should have had your result after 30 hours from when we received your sample. If you posted the sample, you can track when it was delivered using the Royal Mail Tracking Number provided. We usually receive post by 10am, therefore results may take up to 4pm the next day to be issued. Please bear in mind that we do not receive post on a Sunday.

My results were due some time ago, why have I not seen my results yet?

In certain instances, our emails may appear in your junk / spam folder. Please check regularly. Also, check that you have registered your sample online before posting / dropping it off. It is vital that you have registered your details against the sample specimen number. If not registered, we won’t have an email address to link the results to. Check that you have received a confirmation email directly after registration. Your sample kit contains 3 copies of a unique sample ID barcode. You should keep one for reference. If still in doubt, click here

My flight is on a Wednesday and I have to swab on a Sunday. How do I get the sample to you?

Whilst Royal Mail has a reliable 24 TRACKED service which is included with your sample kit (for home sampling kits only), we can’t guarantee that your sample will be delivered to us next day. You can, of course, drop your sample off in the drop-box outside our facility in Barnard Castle, County Durham, arrange for your own courier or investigate alternative postage methods with Royal Mail.

Is your lab/test approved by PHE?

PHE does not approve laboratories or tests for COVID testing. Please click here for confirmation and clarity from the UK government.Our test methods and sample kits are approved for use based on real-time reverse transcription quantitative polymerase chain reaction (RT-qPCR). The test utilises CE-IVD approved test kits allowing use in the UK and Europe.

The Post Office staff are refusing to accept my parcel over the counter because it contains a swab. What can I do?

Please post your parcel in a Priority Post Box. You can find the one closest to you via the Royal Mail website or by clicking here.

How can I make an appointment for a swab?

You do not need to make an appointment at all. The swab is self-administered and clear instructions are provided. You can receive the test kit via post or once purchased online, collect from our lab 24/7. No interaction with staff is required.

Can I get an appointment in the weekend?

You do not need to make an appointment at all. The swab is self-administered and clear instructions are provided. You can receive the test kit via post or once purchased online, collect from our lab 24/7. No interaction with staff is required.

How long will I be able to keep my test kit?

The test kits are sealed and don’t expire for at least 8 months after purchase.

My airline wants to see specific details on the certificate, is that possible?

We have a sample test certificate online, please click here to view this. Please check this sample for the information available or forward to your airline for approval. We are unable to make any changes to the information provided on the certificate. It is the responsibility of the traveler to ensure that the certificate we provide is fit for the purpose you require it for.

When do I need to purchase my test kit?

You should order your sample kit well in advance of travel to ensure it arrives in time for you to administer the swab and get it back to us in time. We do send them out via Tracked 24 but we are unable to guarantee Royal Mail. We need 24-30hrs from receipt of your sample to issue a certificate. Test kits have a shelf life of at least 8 months so can be ordered in bulk or well in advance.

Can I order a sample kit for someone else?

Yes. When you register online you must then enter the details of the person taking the swab.

I have ordered a test online but no longer want to take it. Can I have a refund?

If you have ordered an immediate access test (a click and collect test) and have not collected the test then the answer is yes.

If you have ordered a test kit in the post, you would need to return the test kit to us so that we could register the test as spoiled. We are able to refund you the laboratory process fee but would need to deduct postage and the cost of the spoiled kit (cost of £25). You would therefore receive a partial refund once we have received the returned kit, together with your order reference number.

If you have submitted the test to the laboratory or is enroute via postal/courier networks, we are unable to offer a refund from this point. The test will be processed and a result reported.

Can I pay for my test at a click/collect test centre?

No. We are unable to take any kind of payment on-site. It is essential that you purchase a test online before visiting the centre.

If you haven't yet found the answer you are looking for, please complete our General Enquiry Form below. 

General Enquiry Form