Frequently Asked Questions

When should I expect to see my results?2020-12-24T23:01:32+00:00

Express overnight delivery is generally within 1-2 business days, subject to courier performance. Typically, we are able to release results within a 24hr – 48hr timeframe from time of receipt. 

Am I responsible for sending my kit to the lab?2020-12-24T22:55:40+00:00

Yes, you are responsible for sending your sample to us after collection. However, the cost of shipping is included with your kit. All you have to do is to stick the pre-paid shipping label (included inside your kit) onto the box that your kit was shipped in (if your kit does not include a box, use any cardboard container). If you do not have a box or rigid container, you may pick up a free box or Fedex/UPS padded pack at the nearest Fedex/UPS Drop off location. Make sure to check the hours of operations of your closest courier (FedEx or UPS) drop-off location before shipping and avoid shipping right before weekends and holidays to avoid delays. 

Fedex drop-off locations: https://www.fedex.com/en-ca/retail-locations.html
UPS drop-off locations: https://www.ups.com/ca/en/services/small-business/convenience.page

Where should I keep my test before I use it?2020-12-24T22:54:21+00:00

Your test should be kept inside at room temperature before use. Remember to collect your sample just before you intend to send it back to the lab.

What happens if my kit freezes?2020-12-24T22:54:05+00:00

Although it is recommended that you store your kit and sample at room temperature, our kit has been tested in both hot and cold weather conditions. The kit is still good even if you accidentally leave it in your car for a few hours in cold or hot temperatures. No special temperature requirements are required for shipping.

What kinds of accreditations does your laboratory have?2020-12-24T22:53:22+00:00

We are accredited by the Standards Council of Canada to ISO17025 and by CLIA in the U.S. Our diagnostic testing is accepted by provincial and federal government departments. Our Molecular Test Home Collection Kit is FDA Emergency Use Authorized for the detection of SARS-CoV-2 (Read our authorization here).

I spilled the transport medium out of the tube, will my sample still be usable?2020-12-24T22:53:03+00:00

Not following instructions will result in the rejection of your sample or delay in testing. Samples that are collected incorrectly must be recollected.

Although the transport medium is not harmful to you, it helps to deactivate any virus present in the collected sample and allows for safe transportation of your sample. 

Do I have to activate my kit to see the step by step instruction? I want to review it beforehand.2020-12-24T22:51:23+00:00

Collecting your sample is an easy process and shouldn’t take more than 5 minutes. You are able to view the steps in advance here:

Step by Step Graphics

How long does your company keep the results for?2020-12-24T22:49:56+00:00

The information we collect is what is required to provide either a positive or negative result for the detection of the SARS-CoV-2 virus, and any additional information as required for the purposes of performing that test. Under HIPAA, we are required to keep information regarding your COVID-19 test result on file for a minimum of 6 years.

Who are my results shared with?2020-12-24T22:49:40+00:00

The results are kept strictly confidential and shared only with you, and individuals with whom you have chosen to share your results. If the tests are purchased and provided by your employer for business screening purposes, then they may have access to your results, subject to the signed employee and employer agreement, as well as privacy laws surrounding medical information in their jurisdiction. In some areas, subject to COVID-19 reporting requirements, either the number of positive cases and/or the total number of COVID-19 tests performed is required to be reported to the state/legal authorities.

What is your privacy policy?2020-12-24T22:49:24+00:00

You are able to view a copy of our privacy policy here. All health diagnostic testing performed in Canada by a Canadian company is protected by law. This means we keep patient information confidential except where required by law and perform only the tests that are ordered.

I signed up using the wrong email address, what should I do?2020-12-24T22:49:02+00:00

If you have not yet activated a kit under the account with the incorrect email, you may simply register another account under the correct email address. Due to security and privacy concerns, we are not able to change the email associated with any accounts: only the account holder will be able to make modifications to the email.

If there is already a kit registered under the previous account, contact us directly and have your KIT ID and PIN ready. We will be able to inactivate the kit under the previous account, for you to reactivate under your new account.

My webpage isn’t loading after the video or when I first log into the site?2020-12-24T22:48:32+00:00

If you are experiencing web or browser problems during sample collection, we recommend trying again at a later time. 

We recommend also clearing your cache before proceeding back to the site.

If any problems persist, you can still complete the registration process using our paper registration form.  Please contact us directly to obtain this form, complete all the fields in the form and include it with the collection kit when shipping it back.

I haven’t received my confirmation email.2020-12-30T22:02:00+00:00

Please allow up to 2 hours for the confirmation email to appear in your inbox. In some instances, it may end up in the spam/junk folder. Please be sure to check your spam folder.

If you still have not received a confirmation email, you may select Forgot Password from the sign-in page to reset your password. When you use the password assistance to receive the recovery email and update the password, the account will automatically be activated and email confirmed.

What is the difference between the lower nasal swab collection, as opposed to the deep nasopharyngeal swab? Is it less accurate?2020-12-24T22:47:37+00:00

A saliva or lower nasal swab is a preferred alternative to the invasive deep nasopharyngeal swab. With any test, there is the possibility of a false negative, and no COVID-19 test is 100% accurate. As long as the tests fall within acceptable limits, it is considered accurate. With PCR testing, it is the most accurate and sensitive test for COVID-19 detection available to date. 

If I test negative, does that mean I do not have the virus causing SARS CoV-2?2020-12-24T22:47:18+00:00

A PCR test allows for the detection of asymptomatic individuals and is highly sensitive even in the early stages of infection. A single negative COVID-19 test result should be interpreted in the context of signs and symptoms of COVID-19, epidemiological links, and other risk factors.

What other names are there for molecular tests?2020-11-10T00:15:36+00:00

It is also known as diagnostic test, viral test, nucleic acid amplification test (NAAT), RT-PCT test, or LAMP test.

What is the difference between the molecular test and antigen test?2020-11-10T00:16:43+00:00

The molecular test is highly accurate and does not need to be repeated. With antigen tests, positive results are highly accurate, however false positives may happen. It is also more likely to miss an active COVID-19 infection in comparison to molecular tests. Negative results may need to be confirmed with a molecular test.

What types of diagnostic tests are available for COVID-19 detection?2020-11-10T00:16:29+00:00

There are two types of diagnostic tests for COVID-19 to determine if you have an active infection and should take steps to quarantine or isolate. One test is known as molecular or RT-PCR tests, which detect the virus’s genetic material. The other, antigen tests, detect specific proteins from the virus.

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