Help & Support
We pride ourselves on being easy to contact and responding super quickly to both our customers and customers-to-be.
Our core support hours are Mon - Fri: 9am to 5pm but we are generally available for urgent queries outside of these hours.
Quick ways to get help
Browse our help center
We've written detailed help articles for all of our most common questions. It's the quickest way to get an answer.
Email support
If you can't find the answer you're looking for, our support team is here to help. We respond very quickly (typically under an hour) during core support hours.
Give us a call
If you prefer to speak to someone, we're always very happy to take your call.
Help articles
Browse by topic to find the answer you need quickly.
Choosing a test
We provide a range of blood, stool and breath tests for specific conditions and health screening. We can help you decide which test is right for your symptoms and goals.
Orders and delivery
Delivery times, tracking, and what to do if an order has not arrived.
Account
Account setup, login, password and personal details.
Sample collection
How to collect and activate samples correctly.
Blood draws and clinics
Booking and preparing for clinic blood draw appointments.
Returning samples
How and when to return your samples to the lab.
Results and reports
When results are ready and how to access reports.
Refunds and cancellations
Refund eligibility and order cancellation guidance.
Common Questions
We'll send you a simple collection kit with instructions on how to collect your finger-prick blood sample. You'll then post your sample back to our lab using the pre-paid envelope provided.
Taking a finger-prick blood sample involves pricking your finger with a lancet and collecting a few drops of blood into a collection tube. It's pretty easy for most people and we've written an article that explains how to do it that includes a step-by-step video guide.
We'll send you a simple collection kit with instructions on how to collect your finger-prick blood sample. You'll then post your sample back to our lab using the pre-paid envelope provided.
Taking a finger-prick blood sample involves pricking your finger with a lancet and collecting a few drops of blood into a collection tube. It's pretty easy for most people and we've written an article that explains how to do it that includes a step-by-step video guide.
You've got a couple of options for taking a venous blood sample. You can visit one of our partner clinics, arrange for a nurse to visit you at home or work and you can make your own arrangements for a healthcare professional to take it.
If you choose to visit a clinic or have a nurse come to you, we'll send you specific instructions on how to make arrangements after you've placed your order.
Whichever method you choose, we'll send you a kit containing everything you need for the venous blood draw. Once the sample has been taken, you'll then post your sample back to our lab using the pre-paid envelope provided.
You've got a couple of options for taking a venous blood sample. You can visit one of our partner clinics, arrange for a nurse to visit you at home or work and you can make your own arrangements for a healthcare professional to take it.
If you choose to visit a clinic or have a nurse come to you, we'll send you specific instructions on how to make arrangements after you've placed your order.
Whichever method you choose, we'll send you a kit containing everything you need for the venous blood draw. Once the sample has been taken, you'll then post your sample back to our lab using the pre-paid envelope provided.
We'll send you a simple collection kit with instructions on how to collect your stool sample. You'll then post your sample back to our lab using the pre-paid envelope provided.
Taking a stool sample is actually really straightforward. We've written an article that explains how to do it and you can also watch a quick video.
We'll send you a simple collection kit with instructions on how to collect your stool sample. You'll then post your sample back to our lab using the pre-paid envelope provided.
Taking a stool sample is actually really straightforward. We've written an article that explains how to do it and you can also watch a quick video.
For orders placed before 2pm on Monday to Friday, we'll despatch your test kit same-day, except for December 24th and December 31st when the same-day despatch order cut-off is 10am. We don't process orders on weekends or public holidays.
We use Royal Mail Tracked 24 and Royal Mail will contact you by email with your tracking details when they receive your order.
For orders placed before 2pm on Monday to Friday, we'll despatch your test kit same-day, except for December 24th and December 31st when the same-day despatch order cut-off is 10am. We don't process orders on weekends or public holidays.
We use Royal Mail Tracked 24 and Royal Mail will contact you by email with your tracking details when they receive your order.
Your results will be reviewed by one of our doctors. They will write a report explaining what your results mean for you. They will also tell you if there are any specific actions you should take, like seeing a healthcare professional, considering further tests or making changes to your lifestyle.
Your results will be reviewed by one of our doctors. They will write a report explaining what your results mean for you. They will also tell you if there are any specific actions you should take, like seeing a healthcare professional, considering further tests or making changes to your lifestyle.
We use a variety of labs for our testing, depending on the test you order.
We use Inuvi Diagnostics and The Doctors Laboratory (TDL) for blood and stool tests. Both labs are UKAS accredited (ISO 15189) and registered with the CQC.
We use Biovis for breath test analysis. Biovis are accredited with the German Accreditation Body (ISO 15189) and are a specialist provider of gut diagnostics.
We use a variety of labs for our testing, depending on the test you order.
We use Inuvi Diagnostics and The Doctors Laboratory (TDL) for blood and stool tests. Both labs are UKAS accredited (ISO 15189) and registered with the CQC.
We use Biovis for breath test analysis. Biovis are accredited with the German Accreditation Body (ISO 15189) and are a specialist provider of gut diagnostics.
Your privacy is very important to us. All our products are shipped in discreet packaging with no branding.
Your privacy is very important to us. All our products are shipped in discreet packaging with no branding.
The security of your personal information and data is our priority. All of your data is encrypted on secure servers. We do not share your personal information with third parties. We have rigorous policies and procedures in place to keep your data safe and are registered with the Information Commissioners Office.
Please see our Privacy Policy for more information.
The security of your personal information and data is our priority. All of your data is encrypted on secure servers. We do not share your personal information with third parties. We have rigorous policies and procedures in place to keep your data safe and are registered with the Information Commissioners Office.
Please see our Privacy Policy for more information.
