You will typically receive your results within 12-36 hours of your sample being received and scanned by the laboratory. You can visit Royal Mail’s website to track your sample package and check on its delivery progress using the tracking number we asked you to take note of. Please be aware that delivery and processing may take longer at weekends and Bank Holidays.
Once received from the lab, results will be sent by email and uploaded into your account on the website. Occasionally, samples are unfit for testing. To prevent this from happening, please ensure that you follow carefully the instructions enclosed with the test kit.
We aim to send test kits out the following day after order, this is to ensure your kits arrive in time for your trip. We send these out by 24-hour royal mail delivery.
Once a test has been accepted into the lab it is 12-36 hours for results, we cannot provide an update until this time has passed. Once a result is ready you will receive an email automatically to the email address provided to us.
Yes. Both tests will arrive together and will be clearly marked; Who it is for & which is Day 2 & which is day 8. It is very important you take the correct tests as these have been assigned to the individual.
Refunds can 7-10 working days for it to return to your account, please email email@example.com your name, email address and reason for refund and we will investigate it as soon as possible.
If the test kit arrives damaged or items are missing, please contact a member of our customer services team for help on +44 (0) 1270 623 179 or email firstname.lastname@example.org (8am to 8pm 7days a week)
Yes. When you order the test, please ensure to enter the name of the person who is being tested so that this is included on the results report document.
It is £20 per NHS worker; you will need to provide a NHS.net email address when purchasing. This does not include orders for family members; - they will need to purchase their tests separately.
Our COVID-19 PCR test picks up all known variants including the newly identified Kent and South African strains. The changes in the strain are found in the 'spike protein', which is not an area targeted by our assay, meaning no impact to accuracy. We also utilise a multiplex assay which targets more than one conserved region (both E and N proteins) giving higher accuracy and sensitivity. Our laboratory perform regular checks of primers and probes against the GISAID database. Please be assured our assay is under constant review, if you have any questions feel free to contact us.
If you are a direct customer of Everything Genetic Limited, there is no need to register your kit or activate your account. However, if your sales provider has asked you to do so please know that our supported browsers are google chrome and Microsoft edge.
Sometimes things do go wrong and we are here to help, so please contact email@example.com or call +44 (0) 1270 623 179 so we can look to resolve the situation.
When entering your mobile number please check the flag drop down is the correct country for the mobile phone. You do not need to enter the area code. For example with a UK number, there is no need to enter the first 0 as +44 is already entered when the UK flag chosen. If you are having any problems please do not hesitate to contact us, Email: firstname.lastname@example.org or Tel: +44 (0) 1270 623 179 (8am to 8pm 7days a week).
While abroad you will still use your own mobile number and the flag/country that the phone was purchased in. For example if you have a French SIM card you will still choose the French flag. If you are having any problems please do not hesitate to contact us, Email: email@example.com or Tel: +44 (0) 1270 623 179 (8am to 8pm 7days a week).
When a sample has failed this is usually down to poor sampling technique or not enough material collected on the swab. When a sample has been rejected this is due to damage in transit or leakage, we will provide a one off free of charge test as a good will gesture when a sample is failed or rejected.
Samples containing a low level of DNA/RNA material can sometimes generate the required data to reach the threshold to produce a valid result.
If you order the wrong test we may be able to refund you, and you can purchase the required test.
Patients must complete the self swab as directed in the instructions inside the test kit. Failure to take a swab as directed, may cause a delay in reporting your result. Taking a swab on behalf of someone else is a gross breach of the terms of this service.