FAQ'sOur frequently asked questions database.
If you do not see the answer to your question below, please email us or start a Live Chat and we will try to assist.
How much should postage cost?
When you send your samples to us, please remember to attach the correct postage amount to your envelope or outer wrap. If you do not attach the correct postage, the samples may not reach our testing lab. Therefore, you may need to resend your samples to us again using the correct postage amount. Please find a suitable posting solution. For more information please visit our International Service page.
How does your test compare to the blood test?
My hair is dyed, will this affect the result?
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.
What's included in my test?
Your test results will include all items which have shown an intolerance of 85% and over. After performing thousands of tests, we have found 85% to be the point at which symptoms begin to develop from an intolerance. Because of this, we do not store any data that falls below the 85% threshold.
What if i'm not satisfied?
We pride ourselves on our 99.6% customers satisfaction rating. However, if you are not satisfied with any of our services, please contact us directly via email or live chat as soon as possible in order to assist you in resolving any issues.
My hair is very short, can you still complete the tests?
The hair sample does not have to be from the head; we can test hair from any part of the body including leg, arm or chest.
How much hair do I have to provide?
Only a small amount – 5 individual strands of hair. We do not require clumps of hair.
I have not purchase from the internet before, how can I be certain you will complete the test?
We are a verified company with Paypal, we use them as they guarantee you against internet fraud. We include our address on the Paypal receipt, email address and phone number so you can contact us if you have any concerns.
Why are your prices so low?
Is there anything additional to pay?
At present you have to pay the cost of the postage back to the processing centre in the UK. Please ensure the correct postage amount has been paid as we are not liable for any extra charges.
Can you complete the test on animals?
According to vets, animals, especially dogs, can suffer greatly from intolerances. Following requests from several vets (and pet owners) we have designed a test specifically for dogs and cats. You can order the test in the normal manner.
Where are the tests processed?
All tests are processed at our testing facility in the UK. Once the hair sample has been received at our testing facility you will receive your results within 7 working days.
How do I order intolerance testing from you?
Tests can be ordered online through this website using our secure checkout. If you have any questions please don’t hesitate to contact us via our live chat 24 hours a day Monday-Friday.
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