COVID-19 TESTING FREQUENTLY ASKED QUESTIONS.

We recommend you place your order well in advance of when you need it.

Once your order has been accepted by Randox Health an order confirmation email will be sent out to the email address used at time of order placement.

It is not possible to change the delivery address, amend or cancel orders once accepted by Randox Health.

Expected delivery is 2-6 working days once order confirmation is sent. If you require your test kits sooner, you can collect on your chosen day using our click and collect service.

When the products you ordered dispatch, an email and/or text message will be sent out by the courier to confirm delivery schedule. If there are any changes regarding delivery, it is the customers responsibility to communicate with the courier once courier has taken receipt of the order.

Once the order is with the courier all delivery queries must be directed to the courier, using the contact information provided in the email/ text communication at dispatch.

If you choose a commercial unit as your delivery location for COVID-19 products from Randox Health, you agree that persons at the commercial unit are acting as agents accepting delivery on your behalf.

Each sample collection kit contains instructions for use. It is the user’s responsibility to ensure the instructions are read in full prior to engaging in the sampling process.

Video Guide

Registration is REQUIRED as part of the sampling process. It enables Randox health to send the results of testing to you. Without registration, results will not be provided.

Once the sampling process has occurred, registering the URN is necessary. Follow the instructions provided with the sample collection kit to carry registration out.

Please click below link to register

Register COVID-19 PCR Kit

All details requested on the registration form must be completed correctly. You must enter your URN exactly as it appears on your paperwork. E.g. ‘R00000012’ Failure to register your kit will mean we will be unable to send you your results

Your URN is your Unique Reference Number.

Your URN is found within your COVID-19 Sample Collection Kit on pre-printed labels.

You must use your URN to register your kit

You must always keep this URN safe/ do NOT lose the URN

You should receive an email confirming your registration was successful. If you are unsure if your registration was successful, please try to register again as the site will not allow you to register the same URN twice.

Please note that it is the customers responsibility to ensure that they have removed any blocks on their email system that may prevent the registration notification and subsequent reports of results coming through. Also we advise customers to ensure that they check SPAM / JUNK folders for email correspondence.

Randox health hold no liability where the customers own email provider has blocked communication from Randox.

Please note that Randox Reports are supplied in PDF format.

Using the instructions provided with the COVID-19 PCR sample test kit please ensure that the test is packed correctly. There are 2 options for sample return, either through a Randox drop box, or via Royal Mail. Randox Drop Boxes are open 7 days a week with multiple locations. If not suited, each PCR home sample test kit includes a return Royal Mail label that can be affixed to the return envelope and sample returned via Royal Mail. This is for PCR samples ONLY. Please do NOT return your lateral flow device.

Click Here for How to Return Your Kit

 

Following receipt of your sample, we will make every reasonable endeavour to provide your test results within a reasonable timeframe following our laboratory receiving your sample. For samples returned via Randox drop box, we aim to provide next day results up to 11.59pm. For samples returned via Royal Mail or alternative couriers, we aim to provide results within 24 hours of receipt of sample into the lab. Delivery dates for test results are approximate and Randox will not be held liable for any delay in delivery, particularly in light of global shortages in raw materials and the unprecedented level of demand for our services in the current challenging circumstance, as well as subject to further terms in this agreement. It is important to note that we are dealing with sensitive biological samples, which in rare circumstances may require secondary testing. Randox will not release a result until a thorough review has been carried out and we are satisfied with the deliverable result. This is in line with good laboratory practice.

If you have REGISTERED your sample online and sent the sample back to our laboratory (Please view how do I return my COVID-19 sample test kit), you will be notified when the physical sample has arrived at our laboratory.

You will receive your results via email, as well as a certificate of your results to use whilst travelling. In order for your certificate to be correct, please ensure the information used during the registration process matches the details on your passport

Food or drink should not be consumed in the 30 minutes prior to collecting your swab sample.

Yes, we provide this for all our tests.

Randox are a UK government listed test provider, meeting the requirements for predeparture (find out more here), and are partnered with and recommended by airlines including Cathay Pacific, British Airways and Lufthansa.

Click and collect orders will be ready for collection immediately after receipt of order confirmation- please refer to your order confirmation for specific details.

Please go to the collection point shown on the Randox Click and collect map option.

Please bring your order confirmation with you to collect the kits – If you DO NOT bring your order confirmation with you, we will be unable to provide you with the kits.

No, you must bring your order confirmation with you to collect your kits at the specific collection point.

Yes

No If you have chosen / purchased Click and Collect, home delivery is not an option

No, orders can only be collected from the original location chosen as per the order confirmation

No, all orders must be placed online. However we do offer a same day collection service so kits will be available immediately from order.

Please refer to government guidelines regarding travel allowances during quarantine

If there is no location suitable to you, remember you can choose home delivery. We appreciate every ones patience while we expand our network of centres for click and collect. Please watch this space.

Yes – the nominated person however must have a copy of the order confirmation with them.

Items will be held for a maximum of 10 days from order date. If stock is available, it may be possible to collect items after your desired pick up date. However, Randox are unable to guarantee availability.

No –  stock is held at our dedicated Collect+ pickup points only. Please use the postcode locator at checkout or refer to the map on https://covid.randox.com/click-and-collect-kit/ for your closest Collect+ location.

If you are a private or corporate customer and have registered your COVID-19 home test kit through the Randox Health website, please use the contact form on this website to contact one of our team members.

If you have not registered your kit, but still have your URN, you can retrospectively register your kit.
Register COVID-19 Kit

Any results that have been reported for this kit will then be issued to the relevant email address.

Please remember to check your junk folder. The above link is for PCR samples only.

Yes, when registering your kit online you can select the option to add the swab time and date to your results report. Your report will also include the test date and time.

Yes you can choose to add your passport details when registering your kit after you take your swab. This will ensure that your results certificate has your passport details included.

You will be notified via email of the result and what to do next.

On occasion the testing process can return an unclear result. This is exceptionally uncommon. If you carried out the test through through a Randox partner please communicate with them directly. If you carried out the test through a purchase of a home sample collection kit online please contact our customer support team on 028 9434 3005 should you require any further information on your unclear result.

You will be notified via email of the result and what to do next.

The EU Digital COVID Certificate is digital proof a person has either received a negative test result, recovered from COVID-19 or been vaccinated against COVID-19 and can be used across all EU member states. The EU Digital COVID Certificate can only be issue from our Randox Health Travel Centres in the Republic of Ireland.  Please visit booking.randox.ie to find out more.

PHE have advised that fragments of inactive virus can be persistently detected by PCR in respiratory tract samples following infection, and for some time after a person has completed their isolation period and is no longer infectious. So an individual can test positive, however it is vital that this also be considered as a possible new infection. The individual should immediately self-isolate in line with local authority stay at home guidance. We recommend contacting 119 for assistance.

Check my order is a helpful tool for customers whether home or abroad to have full details of orders.

By inputting the order number, email address and date of birth used when the original order was placed, you can access the following information;- Contents of the order

• Status of your home delivery order including when the order has been packed, despatched and courier tracking information.
• Status of your click & Collect order including the collection date and confirmation once collection has occurred.
• Information is specific to each product ordered, please ensure to scroll down for full details.

Glossary for Click and Collect Orders;

• Product – refers to the single kit or pack that has been ordered.
• Kit collection date – this refers to the pickup date chosen at the time of order confirmation.
• Collection Location – this refers to the Collect+ Collection Centre chosen at the time of order confirmation. Please click here for specific details on where the collection location is.
• Kit collected on date – this refers to the date kits have been collected from the chosen Collect+ location.

Glossary for Home Delivery Orders

• Product – this refers to the single kit or pack that has been ordered.
• Order placed – this refers to the date of order confirmation.
• Order packed on – this refers to the date your order has been prepared for collection by the courier – from this date given, the customer can expect to be contacted by the chosen courier within 1-2 business days.
• Courier Latest info – Information will be here regarding the status of the order once with courier, including, whether it is still under planning, has been collected, is out for delivery or has been delivered.

You can view the status of your order by clicking here.

You can find out if your order is ready for collection by clicking here.

Please type in the order number that you received through the order confirmation email from Randox health. Please also type in your email address & Date of birth. All 3 pieces of information are required. Please ensure the email address and date of birth are those provided when the order was originally placed.
You must agree to our T&Cs before confirming submit

If the order number invalid image is showing this means that one of the three mandatory pieces of information you have provided is not the same as originally provided when the order was placed – please review the information provided and resubmit. If this doesn’t work then please contact us here with details and customer support will be in touch.

This means that the courier does not have the physical products at this time.

This pack contains 3 lateral flow kits for personal use.

This is for persons that wish to have lateral flow kits available for private use if / when needed.

No

No