If something is missing, damaged, incorrect, or doesn't match the product description, please contact our support team. To help us resolve the issue as quickly as possible, please include the information below.
What information do we need?
1. Your Order Number
Please provide your order number, which can be found in your order confirmation email.
2. Photos of the Test Kit
To help us identify the issue, please send:
A clear photo of the front of the test kit box/package
A clear photo showing all contents inside the test kit
3. Test-ID / Kit-ID (Lab Tests Only)
If your product is a laboratory test, please provide the Test-ID/Kit-ID found on the code card included in the kit.
Note: Rapid tests do not have a Test-ID/Kit-ID, so this information is not required for those products.
What Happens Next?
Once we receive the information above, our support team will review your case and work to resolve the issue as quickly as possible. In many cases, having these details from the start allows us to avoid additional questions and provide a faster solution.