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Customer Services. We’re here to help you.
Need a question answered? The fastest way is to check out our comprehensive FAQs
If you still require assistance from a customer service representative, our LiveChat is available on this page and once a chat with a representative is initiated, the chat will follow you throughout the site.
Alternatively, you can email the team, which responses are dealt with in a queue system and will hear from us within 72 working hours.
Our customer service team work 24 hours, 7 days a week. Our laboratories close Friday at 22:00, and are closed fully Saturday before reopening on Sunday at 22:00 UK time.
Important note: Our offices follow UK holidays which may affect the response times in certain situations.
Most popular FAQs
How do I get in touch
Contact us through any of the methods detailed on this page. We would recommend you check out our FAQs first as this is the quickest way to solve common issues.
I have not received my results
Results are sent from our labs within 7-10 working days of arrival at our UK facility unless you have paid for fast-track service which decreases the processing time to 48 working hours. Please note that our labs do not test during weekends. If you believe you have not received results, please ensure you check your Spam/Junk folders of the nominated email address first as some email services will divert your results away from your inbox.
You must use the correct code in the cart area of this site. Please ensure that you have added the correct product in the cart and have correctly copied the code and not included any additional spaces, letters or numbers. Once you have entered the code, press apply and the code will be redeemed and you should continue with the checkout process. THIRD PARTY CODES: If you are redeeming a code from a third party website you MUST add the product from the specific page link on your confirmation email from that company. Products from our main site or other pages will not work with your redemption codes. Ensure you are using the correct redemption code as advised by that company on your confirmation email. Failure to follow the instructions on your confirmation email may delay your redemption.
I haven't received my testing kit
Hair Intolerance tests purchased from this site do not include a kit. Your confirmation email from purchase includes a downloadable submission form and you are required to print this form, complete the information and return it to our labs with your hair sample. Full instructions are included on the confirmation email. Blood Allergy & Intolerance tests include a full kit and can take 10 days to arrive. Please contact us if you haven’t received your sample kit over 10 working days.
How do I take a hair sample?
The safest way to take a hair sample is to ask someone else to help you. First brush your hair upwards to reveal the root area at the back of the head, then holding a small amount of hair between the finger and thumb, cut the hair as close to the scalp as possible (without drawing blood). If you do not have anyone to help you, using a mirror may help ensure you avoid injury.
Contact our customer services
LiveChat with us in the corner of this page