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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.
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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.