Please ensure you take your sample and send to our laboratory as soon as your time frame allows. If you are using Royal Mail Tracked 24 for returning samples to our lab and you must post your sample in a Priority Post-box by midday, Monday-Friday, the same day as taking it. Royal Mail aim to deliver within 24 hours, however a small number of cases this may take longer. Royal Mail do not collect mail or deliver to our lab on Sundays or Bank Holidays. Therefore if you post your sample on a Friday, Royal Mail will aim to deliver it to our lab no later than the following Monday. If you need further assistance to work out when you can take your sample, please contact our Customer Experience Team.

We’ll send your kit to the address you give us when you place your order – for most tests, this is where you’re staying or isolating or, for Test-To-Release, the address you’ll be arriving at in England. Please note we are dispatching orders via ‘1st Class Signed For’ Delivery. Royal Mail states that they aim to deliver within 24 hours, but we are unable to guarantee Royal Mails delivery times and so advise ordering as early as possible to prevent disappointment. Please note, Royal Mail do not deliver on a Sunday. Please factor this into your travel planning timings.

MyHealthChecked uses Royal Mail 1st Class Signed For Delivery, which aim for next working day delivery. Unfortunately postal and delivery services can sometimes be delayed during especially busy periods and this is outside our control. We understand it can be frustrating and we’re doing everything we can to avoid any hold-ups. Any delays caused by Royal Mail or third party couriers are unfortunately beyond our control. You can check the status of your delivery here. For Test-to-Release, UK Government rules mean you cannot receive your testing kit any earlier than Day 5 of your self-isolation period after arrival in the country. We dispatch your kit on Day 4, providing this is a working day.

Depending on when you send your sample back to us, it usually takes 24 hours to get to us via Royal Mail Tracked 24, and a further 24-36 hours for our labs to process it and notify you of your result. It can take longer if this process crosses a weekend, when most postal services are not operating. Test-To-Release is always scheduled for delivery to you on Day 5 of your self-isolation period. You should allow at least 48 hours for your result before you can end your self-isolation period (if your test is negative).

Once you’ve taken the test, please return it to our lab the same day before 12noon via the enclosed prepaid Royal Mail Tracked 24 address label. Find out more here. For Royal Mail, ensure you post your sample back in a Priority Post box before 12noon, Monday - Friday, (check here for your nearest one - you’re allowed to leave your isolation address to do this). You’ll get an email as soon as we’ve received it, and another email 24-36 hours later to let you know your result is available in your My Health Board.

We’ll send you an email to let you know when your results are ready – then you simply log into the secure section of this website.

MyHealthChecked cannot accept any responsibility or liability for any costs arising from any delay, disruption or cancellation of your travel plans directly or indirectly caused by the requirement to produce a travel certificate. Please ensure you provide accurate and airline required information upon test activation, activation details are included within the pack instructions once received.

With regret, MyHealthChecked is unable to confirm compliance according to travel specifics as these vary widely and are subject to change. We do ask our clients to take responsibility to check the travel certificate requirements of their airline and destination, including the test, collection and return timeframes prior to buying our test.

Please contact us immediately and we will look into this for you https://myhealthchecked.com/help-and-support