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.
Our standard service is Royal Mail tracked, and this can sometimes be affected by local delivery services, bank holidays, and weekends. We offer a premium delivery courier service in some areas, if available this will be shown when you order.
The service provides a test certificate that is compliant with government guidelines. However, we cannot guarantee that it meets the specific requirements for every travel provider and country. It is your responsibility to ensure it will meet your needs before purchase. Our default delivery service is Royal Mail Tracked please consider this when reviewing timelines to avoid disappointment, especially if travelling on evenings, weekends, and bank holidays. We offer a courier service if your testing requires tight turnaround times in some areas. Based on your postcode, coverage will be advised at the time of order
Refunds can be requested up to 14 days after receiving your order. The barcode will be disabled, and the test kit will need to be destroyed. If the test kit is used, refunds will be considered only if the results are after the required 36 hours from scanned receipt at the lab. Please ensure your test is fit for purpose before purchase by checking the government guidelines, the country you are travelling to, and with your travel provider. Please note if you have used your booking reference number, we cannot provide a refund as this forms part of the purchase. Please refer to our terms and conditions.
If the test kit arrives damaged or items are missing, please get in touch with a member of our customer services team for help at +44 (0) 1270 623 179 or email customercare@everythinggeneticltd.co.uk (8 am to 8 pm 7 days a week)
Yes. When you order the test, please enter the name of the person who is being tested so that this is included in the results report document.
Our COVID-19 PCR test picks up all known variants. The changes in the strain are found in the 'spike protein', which is not an area targeted by our assay, meaning no impact on accuracy. We also utilise a multiplex assay that targets more than one conserved region (both E and N proteins), giving higher accuracy and sensitivity. Our laboratory performs 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 have bought directly from us, you don’t need to activate the kit. If you have purchased the kit via one of our third parties, please get in touch with them for confirmation.
If you are unable to change them on the website, please get in touch with customercare@everythinggeneticltd.co.uk.
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.
Sometimes things go wrong, and we are here to help, so please get in touch with customercare@everythinggeneticltd.co.uk or call +44 (0) 1270 623 179 to look to resolve the situation (8 am to 8 pm 7 days a week).
When entering your mobile number, please check the flag dropdown 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 is chosen. If you have any problems, please do not hesitate to contact us, Email: customercare@everythinggeneticltd.co.uk or Tel: +44 (0) 1270 623 179 (8 am to 8 pm, 7 days a week).k
While abroad, you will still use your personal 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 have any problems, please do not hesitate to contact us, Email: customercare@everythinggeneticltd.co.uk or Tel: +44 (0) 1270 623 179 (8am to 8pm, 7 days a week).
No, names cannot be transferred on PCR tests; the only person who can do the test is the one it is registered to.
If you are unsure which kit to purchase, please see if your test fits your purpose before purchasing by checking the government guidelines, the country you are travelling to, and your travel provider.
Currently, each country has different entry requirements. Lateral flow tests have been recommended by World Health Organization and are accepted by several countries. Please see if your test is fit for purpose before purchase by checking the government guidelines, the country you are travelling to and with your travel provider.
On your order confirmation email there is a link to report your general lateral flow test. Please check your spam / junk folder. If you cannot find this please use the address below to report. https://my.everythinggeneticltd.co.uk/self_reporting
If you have received a QR code with an activation card, please click here to watch an informative video of how you take the test and activate your kit.
The QR code is supplied with your lateral flow test kit on your activation card. If you don’t have an activation card, please contact customercare@everythinggeneticltd.co.uk, who can provide a code.
If you have purchased a fit to fly lateral flow with a photo verification service and wish to change the details on your certificate, please get in touch with info@fasterchecks.co.uk, who can advise further. In the email’s subject, please indicate the urgency of the enquiry, i.e., ‘Low / Med / High + travel dates’ to help incoming triage enquiries.
Refunds can be requested up to 14 days of you receiving your order. This is once they are returned to us intact. Please note we do not cover postage for the return of kits
We always advise that you consult the current government guidelines to check if a lateral flow test is still required or accepted for where you are travelling to.
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.
