Frequently Asked Questions

Frequently Asked Questions

  • Q: Are You A Certified Lab?
    Yes. Labs are not regulated at the State level but at the Federal level. You can search for our lab on the CDC/CLIA website:
  • Q: Do I Need To Make An Appointment or do you accept walk-in?
    Appointments are preferred to mimimize wait times but we do take walk-in appointments To make an appointment call: 888-574-5227 or book an appointment online.
  • Q: Will My Information Remain Private?
    A: Your information will remain private within our Laboratory.  We only store samples long-term if you have consented on the requisition form. If you are included in our database, the samples are stored anonymously by barcode. Only the Medical Director can identify samples associated with a particular patient. The purpose of research samples is to allow the laboratory to develop and validate ongoing testing to optimize our internal processes and develop new tests.
  • Q: Which COVID Tests Should I Get?
    A: There are a few different types of COVID tests: Antibody test, PCR Test, Rapid Antigen Test. Each one has its advantages.
    • The Finger Prick antibody test is primarily looking to see if you HAD Covid-19 and now have the Antibodies to fight the virus.
    • The PCR Nasal Swab will show you if you currently have the Covid-19 virus and is the only test accepted for travel.
    • Rapid antigen testing notifies you if you have Covid and results are available within the hour, please keep in mind that results are not as viable as the PCR
  • Q: Can I Order Medical Tests Online?
    A: Yes, patients can be book appointments at out facility and/or order test kits on our website. Appointments will be scheduled by the patient at the time of their choosing during our operating hours. If a patient orders a test kit, it will be put in the mail and shipped to you. We provide free return service once the test is complete. Once the full cycle is complete, the results will be posted in our patient portal.
  • Q: How Long Will Test Kits Take to Ship?
    A: Due to an increase in demand, it may take up to 2-3 business days after your order is placed for kits to leave our fulfillment center. You should receive your order within 2-8 business days after it is shipped (within 1 business day for overnight shipping). Once your sample reaches the lab, they will begin processing the sample. Results for most tests are typically available within 5 to 7 business days of the lab processing your sample. Once you’ve registered your test, you can find the most current status and estimates in our patient portal.

    Important Holiday Season Update: Shipping carriers may scan your package for delivery prematurely, especially during the holiday season when shipping volumes are at their highest. If you receive a delivery scan but have not yet received your package, please allow at least 2 days for your package to deliver. Please keep in mind that shipping times have been unpredictable recently and some customers are experiencing shipping delays or unusual issues with their tracking (you can find more about this on the FedEx website). If there has not been any movement in your order or sample tracking for 7 business days, please reach out to the Customer Care Team about the next steps.

    Shipping Rates: Shipping to our customers and return shipping to the lab are included in your purchase. If you’d like to speak to the carrier directly about your shipping status, please reach out to: FedEx: 1 (800) 463-3339 | Customer Support Site
  • Q: What is Your Refund, Cancellation and Replacement Policy?
    A: Overview Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

    Additional non-returnable items: Gift cards Downloadable software products Some health and personal care items To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

    There are certain situations where only partial refunds are granted: Any item not in its original condition, is damaged or missing parts for reasons not due to our error. Any item that is returned more than 30 days after delivery

    Refunds Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

    Late or missing refunds If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

    Sale items Only regular priced items may be refunded. Sale items cannot be refunded. Exchanges We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: 7040 Lake Ellenor Dr, Orlando, FL 32809.

    Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

    Shipping returns To return your product, you should mail your product to: 7040 Lake Ellenor Dr, Orlando, FL 32809. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Need help? Contact us at for questions related to refunds and returns.
  • Q: How Do I Get My Test Results?
    A: The results will be emailed to you directly from our Lab in Orlando, FL. You can also login into our patient portal. Please allow 24 hours for the tests to be posted.
  • Q: How Accurate Are Your Test Results?
    A: Unfortunately lab tests are not always 100% accurate 100% of the time and test results may vary depending on the following: Where the test is conducted — for example, at home, a testing site, or a clinic If the test was performed as recommended However, we can assure you that our quality assurance is second to none and our lab tests are just as accurate or more accurate than any accredited lab.
  • Q: How Do I Pay?
    A: Our goal is to provide the most cost-effective tools for Care providers to give timely, accurate, and validated information to their patients. We do not believe that medical testing should overtly expensive. We offer a variety of ways for you to pay us. As usual you can pay with insurance, but you may also pay us directly with Cash or Card. In some cases, insurance can be denied, but we will do our best to make sure it works for you.
  • Q: Who Can Assist Me With My Billing Questions?
    A: Our billing team is available to assist you with all of your billing questions. You can reach them at 877-277-5439. They are available Monday – Friday from 8:00 AM – 5:00 PM EST.
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