FAQ’s

• Yes, we offer Net 14 for the NHS or company purchase orders

• Yes, we ship worldwide. Please refer to our Terms & Conditions regarding the importation of our products

• Should you feel it preferable call us on +44 (0) 3333 4444 67 and, should time allow we will happily take your order by telephone. However, please be aware that during exceptionally busy periods you may be referred to our website

Finalise your purchase with:

• Stripe (which supports Apple Pay enabling you to authorise payments with Touch ID)
• BACS (for larger purchases being made against a PO)

For manually raised orders we’re also able to take credit/debit card payments by phone

• Yes, in conjunction with our feedback partner Google and as part of our service you can submit written reviews for any of our products to help other customers make informed purchase decisions

• If so please Contact Us

• We send out an email confirmation detailing your tracking reference is sent when your order is processed and dispatched

• Your order is packaged boxed or in a secure mail bag with anti-tamper seal

• Orders received by 2pm Monday to Friday are dispatched the same day

Your order will be delivered by one of the following carriers:

• APC Overnight: Expedited UK orders
• Non-UK orders: DHL or similar global carrier

• APC Overnight: Next working day
• Non-UK orders: Delivery times vary from 2-10 working days

• In order to mitigate the spread of COVID-19 our carriers operate on a contactless delivery basis. Deliveries can be left with a neighbouring property/business and in the event you’re not in to sign for your delivery a card will be left detailing re-delivery or collection instructions

• If after 2 working days (UK based customers) or 14 working days (overseas customers) you have not received your order, please contact us

In accordance with Distance Selling Regulations, we operate a ‘cooling off period’ for un-opened orders as follows:

• Orders cancelled prior to dispatch are fully refunded
• You have the right to cancel your contract any time up to 14 working days after receipt of goods and receive a full refund (excluding return postage costs)
• Orders deemed to fall outside the ‘cooling off period’ will be fully refunded if un-delivered or returned under our product guarantee policy
• Distance Selling Regulations do not apply to business to business customers and we reserve the right to charge a £15 handling fee on cancellation of un-opened orders

• If so please Contact Us

• It’s a rapid test for the detection of SARS-CoV-2 and is intended for self-testing or point of care use

• Our tests use a nasal swab sample to determine the presence or absence of COVID-19 antigens in nasal samples. For ‘How-to-use‘ resources click here

• Yes, our lateral flow test kits detect the original COVID-19 strain together with the Alpha, Beta, Delta and Omicron variants

• Our tests are authorised for self-collection by direct anterior nasal swab (NS) specimens from individuals aged 14 years and older or with adult-collected anterior NS samples from individuals aged 2 years or older

• Our tests are intended for individuals with or without symptoms or other epidemiological reasons to suspect COVID-19

• Please do not swab your throat / ear. Please only swab your nose to collect sample and follow instructions on the package insert

• Please only use the swab that is provided with the test

• Insert the swab to 2cm inches inside your nostril. With children, the maximum depth of insertion into the nostril may be less than 2cm, and you may need to have a second person hold the child’s head still whilst swabbing. Note: A false-negative result may occur if the nasal swab specimen is not properly collected

• Please use the swab to collect specimens from both of your nostrils in order to ensure that you’ve collected sufficient samples needed to generate an accurate test result

• Firmly rub the swab in a circular motion around the inside wall of the nostril 5 times. Take approximately 15 seconds to collect the specimen. Be sure to collect any nasal drainage that may be present onto the swab. Repeat this in the other nostril

• Do not use that particular test and contact us by email ([email protected]) or call our customer service team on 03333 4444 67. Customer Service hours are 9 a.m. to 5 p.m. Monday – Friday

• Do not use that particular test and contact us by email ([email protected]) or call our customer service team on 03333 4444 67. Customer Service hours are 9 a.m. to 5 p.m. Monday – Friday

• Place the swab into the buffer tube and swirl for 30 seconds. Rotate the swab 5 times while squeezing the tube. Remove the swab while squeezing the tube to extract as much liquid as possible. Attach the dropper tip firmly onto the tube. Mix thoroughly by swirling or flicking the bottom of the tube. Then gently squeeze the tube and dispense 4 drops of solution into the sample well

• You should dispense 4 drops of solution into the cassette sample well. Please do not overuse the buffer solution

• You should dispense 4 drops of solution into the cassette sample well marked with an “S”

• Results are available in 15 minutes

• No, the nasal swab is not sharp, and it should not hurt. Sometimes the swab can feel slightly uncomfortable. If you feel pain, please stop the test and seek advice from your healthcare provider

• Do not use our tests on children under two years of age. Do not use our tests on anyone who is prone to nosebleeds or has had facial injuries or head injuries/surgery in the past six months

Potential risks include:

• Possible discomfort during sample collection
• Possible incorrect test results

Potential benefits include:

• The results, along with other information, can help you and your healthcare provider make informed decisions about your care
• The results of our tests may help limit the spread of COVID-19 to your family and others in your community

• A pinkish background colour on the test strip will not affect the result of your test

• If both the control line (C) and test line (T) appear, even if the line on the test line (T) is very faint, this means that you have a positive test result, because antigens from COVID-19 were detected, and it is very likely you currently have COVID-19. Please refer to the package insert for more information

• A positive test result means that antigens from COVID-19 were detected and it is very likely you currently have COVID-19. There is a very small chance that our tests can give a positive result that is wrong (a false-positive result). If you test positive you should self-isolate at home per current recommendations to stop spreading the virus to others

• A negative test result indicates no antigens for COVID-19 were detected. It is possible for our tests to give a negative result that is incorrect (a false-negative result) in some people with COVID-19. Negative results are presumptive and may need to be confirmed with a PCR test. This means that you could possibly still have COVID-19 even though the test is negative. If you test negative and continue to experience symptoms of fever, cough and/or shortness of breath you should seek follow-up care with your healthcare provider immediately. Your healthcare provider may suggest you need another test to determine if you have contracted the virus causing COVID-19. If you are concerned about your COVID-19 infection status after testing or think you may need follow-up testing, please contact your healthcare provider

• An invalid test result indicates that not enough specimen volume was collected, or incorrect test operation are the likely reasons for an invalid result. Please review the instructions again and repeat the test with a new cassette

• A false positive is a test result that indicates a person has a specific disease or condition when the person actually does not have the disease or condition. A false-negative test result indicates a person does not have a specific disease or condition when the person actually does have the disease or condition. Incorrect specimen collection and sample preparation can result in false-negative and false-positive test results. Therefore, before you begin the test, it is very important to read the package insert provided in the test package and follow the instructions

• The specimen should be tested immediately after collection. The specimen can be retained up to 1 hour following collection if immediate testing of specimens is not possible. Dispose of the specimen and recollect if retained for more than 1 hour

• Yes, individuals with or without symptoms can use our tests regardless of vaccination status

• No, our tests are intended for single-use test and cannot be reused

• Our tests have been established as being over 98% accurate

• The type of testing and documentation required for international/air travel may be different based on the travel destination, airline, and state requirements. Therefore, we recommend that you contact your airline carrier and view your local health department’s website for the latest requirements on the type of acceptable testing and documentation for your travel destination

• Yes, individuals with or without symptoms can use our tests regardless of vaccination status

• The specimen should be tested immediately after collection. The specimen can be retained up to 1 hour following collection if immediate testing of specimens is not possible. Dispose of the specimen and recollect if retained for more than 1 hour

• No, they should never be frozen. If refrigerated, allow the test kit components to reach room temperature before use

• 24 months from the date of manufacture

• Yes, we only sell UK Government validated and MHRA registered tests. Suitable for self-testing or point of care use, our tests have passed Phase 3a Validation with the UK Health Security Agency, having displayed performance characteristics desirable for mass population community-based testing because of their exceptional sensitivity across varying viral loads including for asymptomatic cases and new virus strains

• If so please Contact Us