Customer Support

Help with an order you have already placed. Tracking, collection, results, refunds, shipping and your data — and a real person at the other end.

What do you need help with?

Where is my kit?

Your kit is dispatched once your order is confirmed, and the tracking number is emailed to you as soon as the carrier creates the label. Delivery is normally 3–5 business days to most Canadian addresses.

If your tracking has not moved in 5 business days, do not wait it out. Send us your order number using the form below and we will chase the carrier; if the kit is lost in transit we send a replacement at no cost to you.

Help collecting your sample

Collection instructions are included in the kit and emailed to you as a printable form. If the form did not arrive, or you need another copy, ask us and we will resend it — please do not guess at the method, because an incorrectly collected sample is the most common reason a laboratory rejects one.

How it works walks through the process end to end.

Results and turnaround

Turnaround is counted from the day the laboratory receives your sample, not the day you post it. Typical laboratory turnaround is 10–14 business days, and your report is emailed to you when it is released. The sample report shows what the report looks like.

Support here is administrative. We can tell you where your sample is, when your results are due, and resend a report you have lost. We do not diagnose or interpret results — that conversation belongs with your own qualified healthcare provider.

Refunds and rejected samples

Refund terms, including what happens if the laboratory rejects your sample, are set out in full in the refund policy. If your sample was rejected, contact us with your order number before you reorder — in most cases we can arrange a replacement kit rather than a new purchase.

Shipping and restricted states

Delivery estimates, return shipping and the current restrictions are on the shipping page. We ship to every Canadian province and territory. In some rural or remote areas without a nearby FedEx Office, FedEx Ship Centre or authorized shipping partner, prepaid return shipping may not be available and the return cost may be yours — if that affects you, tell us before you order and we will confirm what is possible for your address.

Privacy and your health data

Test results are health data and are handled as such. The privacy policy sets out what is collected, who processes it and how long it is kept.

To request access to your data, a correction, or deletion, email privacy@realhealthdiagnostics.com. A privacy request sent to support will be passed on, but writing to it directly is faster.

Contact support

Include your order number if you have it. It is optional — if your kit never arrived you may not have one, and we can still find you without it.

Something broader?

For anything covering more than this test — the company, the other tests in the range, media or partnership enquiries — the portfolio hub is realhealthdiagnostics.com/support.