Contact Us

We want to make sure that your experience with us is as smooth and hassle-free as possible. Before contacting our support team, please take a look at our Frequently Asked Questions (FAQ) section below. If you can’t find the answers you’re looking for, please don’t hesitate to contact us using the form or contact information provided below. Our dedicated customer support team is available to assist you with any questions or concerns you may have, and we aim to provide a prompt and satisfactory resolution to all inquiries.

Where is my test kit?

To save time, and keep costs low we do not send test kits to our customers, since it is not needed when testing hair. Instead, we send an email confirmation containing your unique code and instructions on how to send your test. Please check your inbox and spam folder for an email from us with the subject line “Your Test-ID and Instructions” If you have not received this email within 24 hours of placing your order, please contact our support team using the information provided below. We’ll be happy to assist you in locating your unique code and getting you started with your test.

Have you received my test sample?

We send an email once we have received your sample (please double check spam folder). You can also check status on your account found here. Please be aware we are governed by postal delivery times which can fluctuate throughout the year.

Once we receive your test sample, it typically takes 3-5 business days for us to process and analyse the results. Once your results are ready, we will send you an email with instructions on how to access them securely.

If you have any questions or concerns about your test sample or results, please don’t hesitate to contact our support team using the information provided below. We’ll be happy to assist you in any way we can.

How many days before I receive my results?

Once we receive your test sample, it typically takes 3-5 business days for us to process and analyse the results. However, please note that during busy periods, such as bank holidays, it may take slightly longer to process your test.

Once your results are ready, we will send you an email with instructions on how to access them securely. If you have not received your results within 5 business days after our lab received your sample, please contact our support team using the information provided below. We’ll be happy to assist you in locating your results and getting you the information you need.

Where are my results?

Once we have processed and analysed your test sample, we will send you an email with instructions on how to access your results securely. Please check your inbox and spam folder for an email from us with the subject line “Test Results.”

If you have not received your test results within the timeframe specified in your confirmation email, or if you are having difficulty accessing your results, please contact our support team using the information provided below. We’ll be happy to assist you in locating your results and getting you the information you need.

If I have detailed questions on my results, can I speak to an expert?

If you require clarification regarding your results we have assembled a team of experienced health and wellness customer service providers who are on hand to assist you where necessary. If your query is medical related we may not be able to assist you as our service representatives are unable to offer medical diagnosis.

If you have any other questions or concerns about your test results, please don’t hesitate to contact our support team using the information provided below. We’ll be happy to assist you in any way we can.