Has the lab received my sample?

If your tracked parcel/sample has been marked as delivered by the Royal Mail, but you haven't received a notification from us yet, there are usually two reasons why:

1. Your sample has not yet been received by the laboratory.
   Tracked parcels are reported as delivered when they are delivered to the Royal Mail sorting office local to the laboratory. Samples are then transferred in bulk to the laboratory throughout the day, where they are then booked into the laboratory system. At this point you will receive an email notification and your order status will also be updated. So please don't worry if this is the case, there's no need to contact us and we'll update you ASAP.
   
2. Your sample was received, but the pre-printed request form was missing.
   In this case to adhere to laboratory compliance guidelines, your sample cannot be linked to your Vitall account and analysed. If your form was missing when you returned your sample please contact us as we may be able to provide the lab with an electronic version.

You can contact our Customer Services Department here or by email to: [email protected]