Q. Are there any hidden charges?
The price you see on this website is the price you will pay. We do not charge extra for delivery and you will not need to pay any other postage costs.
Q. Why should I get tested?
Sexually transmitted infections can cause lasting and prolonged harm. In extreme cases, STIs can lead to infertility (Chlamydia and Gonorrhoea), irreversible organ damage and they can also be fatal (HIV, Hepatitis B, Hepatitis C and Syphilis).
Worryingly, many STIs can be asymptomatic (not cause symptoms). In such cases, the only way a person can find out they have an STI is by getting tested.
Once diagnosed, STIs can be treated or managed to reduce or prevent further damage to the body.
By testing yourself for STIs, you can stay in control of your sexual health and protect yourself and your partner(s).
Q. Why hasn't my STI kit arrived?
If you have not received your testing kit within seven working days from when you placed your order, please get in touch with us on our contact page and tell us your full name, the first line of your address and postcode. We will get back to you as soon as possible.
Sometimes there can be a delay with the package if there are adverse weather conditions or if there is a postal strike. If this is the case, wait up to ten working days before ordering your package again.
Q. I have lost my login details to collect the results, can you send me them?
Of course! Please get in touch with us on our contact page and tell us your full name, the first line of your address, postcode and the email address used when submitting your request. We will get back to you with your login details as soon as possible.
Q. How do I get my results?
In the instructions provided with your testing kit, we will provide you with an Access Key. We will also send you a Unique ID by e-mail and/or SMS. We prefer to keep these separate for security reasons.
When your results are ready to be viewed on the website, we will send you a notification by SMS, e-mail or both. You can then use your Unique ID and Access Key to login to the secure results page (results login at top of this page). We prefer not to send you your results by e-mail or SMS because you never know who might be looking over your shoulder, or the timing might not be convenient for you.
If your results indicate you may have a blood-borne STI (HIV, Syphilis, Hepatitis B and Hepatitis C), you will be contacted directly by a member of staff from our partner, the Terrence Higgins Trust, regarding confirmatory testing, advice and the availability of other services.
Q. I have sent my package back to you but I have not been contacted to tell me that my results are ready, what should I do?
If seven full working days have passed and you have not received a notification to tell you that your results are ready, please get in touch with us on our contact page and tell us your full name, the first line of your address and your postcode. We will get back to you as soon as possible.
Sometimes, adverse weather conditions or a postal strike can cause a delay with the delivery of your package. In such an event, please wait up to ten working days before ordering your STI test kit again.
Q. Why was my sample rejected?
To ensure we can process your sample, it is essential that you follow the enclosed instructions closely. The following list provides a number of scenarios in which the laboratory would be unable to process your sample:
1. Leaking/damaged sample
2. Insufficient information to correctly identify patient on sample and/or request form
3. Unlabelled sample
4. Incomplete details on the Test Requisition Form and/or sample
5. Sample received without a Test Requisition Form
6. Test Requisition Form received without a sample
7. Patient details on the sample and Test Requisition Form do not match
8. Unsuitable sample type
9. Unsuitable sample container
10. Inadequate sample
In the event that your sample has been rejected, please contact us for advice on how to proceed.
Q. Do you work with customers from overseas?
Certainly, however you will be required to pay for postage when you return the box to us.
Q. Do the billing and delivery addresses have to match?
No. You can order with your payment card or pay pal account and have your STI kit delivered to any address.
Q. Will the packaging state what is inside – does anywhere on the box state that this is an STI Kit?
Absolutely not; your STI kit will arrive in a box inside a plastic envelope with only your address written on it. The box containing your STI kit doesn’t state that it contains an STI kit either.