Frequently Asked Questions
Customer Services
How long will it take to get my results?
Our tests take 7-14 working days from the date that we receive your sample in our UK Labs. Please allow for postage time also when awaiting your results.
How do I contact Global Testing Labs?
Please contact us via our LiveChat service (icon at the bottom right-hand side of the page) or via email at [email protected]. Our Customer Service Team works 24 hours a day on weekdays, so you never have to wait long to get an answer from us.
How do I redeem a Groupon or Coupon code?
Select the correct test you purchased through the third-party website. Add to the basket and carefully copy the redemption code from your Groupon purchase confirmation into the coupon code area and click apply. NOTE: Please ensure you copy the entire code and do not add any spaces to the start or end of the code.
Once the code is applied, your total should be reduced to zero.
What is the fastest way to contact you?
Our customer care team are available on Livechat 24 hours a day, 5 days a week (Monday – Friday). LiveChat is the fastest way to communicate with the team. Emails are usually answered within 48 hours but please allow for flexibility in this process.
Blood Sample Tests
How do I take a blood sample?
Each Blood test comes with step-by-step instructions to help you through the process. The sample is collected following a small lancet prick and you fill up the added blood spot card.
How long should I leave my blood sample to dry for?
To ensure your results are accurate, a blood sample needs to be completely dry before packaging. If stored in a cool, dry place, it will be ready to be folded after approximately 5 hours. Do not try to speed the drying up.
Does it hurt to take a blood test?
We provide you with two lancets, which are designed to give you a very small prick to start the blood flow. It’s exactly the same as a pin prick and if administered correctly, it will not hurt. If you need any assistance than we have an expert team who should be able to help you.
Can you take the blood test if you have a blood born disease like HIV or hepatitis?
Unfortunately, we cannot accept blood samples that have any viruses.
What if I don't fill all five spots?
Click on the LiveChat button on our website (open Monday to Friday, 24 hours a day) and we will arrange for new lancets and a new card to be sent immediately. This will cause a delay in your testing process so we recommend following the instructions carefully the first time you test.
What should I do if my blood clots too quickly?
We recommend you prick your middle or index finger with the lancet after a brief walk, and following running your hand under a hot tap. If the blood still clots, you can start to massage your finger from your palm of your hand downwards to stimulate more blood onto the card.
Hair Sample Tests
How do I take a hair sample?
The safest way to take a hair sample is to ask someone else for help as this will minimize the risk of injury. First, brush your hair upwards to reveal the root area at the back of the head, then holding a small amount of hair between the finger and thumb, cut the hair as close to the scalp as possible. If you do not have anyone to help you, try using a mirror, which should help ensure you avoid injury.
My hair is short can you still complete the tests?
The hair sample does not have to be from the head; we can test hair from any part of the body including leg, arm or chest.
I have coloured or treated hair, can I still get results?
Of course. Select a hair nearer the root or from another area on your body.
How much hair do I have to provide?
Only a small sample of around 5 individual strands of hair.
Can you test for coeliac disease?
We do not test for coeliac disease.
What accreditation does your equipment have?
Bruce Copen Laboratories follow a quality management system in accordance with AC: 2007 and are certified as a manufacturer of medical products. The MARS III is approved as a medical device class IIa in accordance with Directive 93/42/EEC.
Is there anything additional to pay?
You will need to pay for the return of your hair sample and submission form to our nearest postal centre, or UK labs. We also offer a fast-track service should you wish to upgrade the speed of your results when they are received in our UK labs.
General Questions
What tests do you offer?
We currently offer hair sample tests which help you to discover what items are causing your intolerances and blood sample tests for allergies and intolerances.
How do you dispose of my sample?
We use clinical waste and confidential waste services. These services are compliant with hazardous waste disposal (EWC 18-01-03) and environmental certification ISO 14001. More information on our disposal partners can be obtained on request.
Where are your labs?
Our labs are based in Derby, close to East Midland Airport, which allows for fast receipt of parcels worldwide.
