Customer Help
If you've already purchased a test, track it below or use our Help Centre to ask your questions.Ask a question
Hair
Can I complete a hair test on a child?
Children can complete a hair sensitivity test once they reach five years old due to their immune system changes and the importance of eating a varied diet. Infants have not yet built up their tolerance levels to items, highlighting false positives in their test results. However, it is up to the parents or guardians if they would still like to proceed knowing this.
How do I take a hair sample?
The safest way to take a hair sample is to ask someone else to help you. Using your forefinger and thumb, gather 3 or 4 strands and slightly twist the hair together. This will make cutting the hair sample much more accessible and keep all the hair strand in the same direction. Try to cut the hair sample as close to the scalp as possible, using one cut. If you do not have anyone to help you, using a mirror may help ensure you avoid injury.
My hair is dyed, permed or treated; will this affect the result?
The test is completed on the hair sample composition so that no hair processing will not affect the result. However, if you would like, you can provide hair from elsewhere on the body.
My hair is very short, or I am bald. Can I 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.
Is there anything additional to pay?
If you’ve purchased one of our digital hair tests, you will have to pay the postage cost back to the processing centre, which then sends the sample to the UK. We try to keep our costs as low as possible (by not sending out physical hair testing kits) so that we can offer such a comprehensive test at the price offered. Please ensure the correct postage amount has been paid as we are not liable for any extra charges.
General
How do I order a test?
Ordering a test is simple if you follow our four simple steps.
1, Order the best test for you securely online.
2, Receive instructions and your test kit through email
3, Follow the instructions to take your sample.
4, receive your results and make positive changes. It’s that simple.
Where are my results?
If you have returned your test to us, and the 5-7 working days have passed from us receiving your sample, which is confirmed by email, please use the test finder at the top of this page to track where it is. We have strict lab protocols to ensure that we always return tests within this time frame, so maybe it’s gone to your junk mail, or we have reached out with an issue. We are always available on 24/7 LiveChat to resend these tests to you or resolve any problems.
What if I'm not satisfied?
We pride ourselves on our 99.6% customer satisfaction rating. However, if you are not satisfied with any of our services, please contact us directly via email or LiveChat as soon as possible to assist you in resolving any issues.
Where are the samples tested?
Our hair samples are tested at our centre based in Derby, UK. Once the hair sample has been received at our testing facility, you will receive your results within 5-7 working days. Tests are completed in our laboratory facilities which follow Good Laboratory Practice. These are a set of principles intended to ensure the quality and integrity of non-clinical laboratory studies such as ours.
Can I get the results on my app?
Yes, if you have chosen one of our hair sensitivity tests, you will get a notification when your results are ready. Plus, you can record your health test results within the app to keep track of your health journey.