COVID-19 Testing – Frequently Asked Questions.

Our frequently asked questions (FAQs) have been gathered over the past couple of months by our customer service team in relation to COVID-19 and our testing services.

 

This page is updated regularly but should you require additional information please contact our customer support team on 0800 2545 201  or email covidcustomersupport@randox.com

 

You can contact us directly in relation to an outstanding refund via refund@randox.com.

 

We’re currently experiencing a large volume of refunds due to latest  COVID-19 restrictions, please bear with us while we process your request.

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General FAQs.

What is a PCR test?

The Randox COVID-19 Home Test Kit uses Polymerase Chain Reaction (PCR) technologies.

 

PCR tests are designed to diagnose individuals with an active infection i.e. those currently infected with SARS-COV-2, the virus that causes COVID-19.

 

Unlike antibody-based tests which detect the presence of antibodies produced by the body’s immune system in response to the virus and indicate previous infection, PCR tests detect the virus’s genetic material – specifically RNA fragments – and are used to diagnose a current infection.

Why should I take a PCR test?

You should take a COVID-19 PCR test if you have symptoms, have been advised to take a test by the Track and Trace Programme, or require a negative result in advance of travel.

How accurate is the Randox COVID-19 PCR test?

Our COVID-19 test was evaluated and accepted by Public Health England. In its evaluation of the test, Public Health England’s report noted that the assay correctly identified all positive and negative samples without exception.

 

The test is also being used within the UK Government’s national COVID-19 testing programme.

How is the test carried out?

Your sample will be analysed by Randox at our UKAS-accredited laboratory. The test uses revolutionary Randox Biochip Technology to provide an accurate diagnosis for COVID-19.

Will the test tell me if I already had COVID-19?

The Randox COVID-19 Home Test Kit is a PCR based test that will detect current COVID-19 infections.

 

It will not detect a past infection. To detect past infection you will require an antibody test, available here.

How do I book / order a COVID-19 test with Randox?

You may choose one of the following options;

 

– Order a home sample collection kit at the following link; https://www.randoxhealth.com/covid-19-home-testing-kit/

 

– Or book an appointment in one of our Randox Health clinics (Northern Ireland, Liverpool and London) by phoning 0800 2545 130.

 

Please note you must not book a clinic appointment if you have symptoms of COVID-19.

Travel FAQs.

The below Travel FAQs are applicable to TUI, Jet2 and EasyJet passengers purchasing our COVID-19 Home Sample Collection Kit.

 

Will I get a fit to fly certificate?

You will receive your results via email, as well as a certificate of your results to use whilst travelling. Results aim to be reported within 12-24 hours of our laboratories in Northern Ireland receiving the home sample collection test kit.

Can you explain the process of getting a COVID-19 test?

Depending on the guidelines from the government of the country you are travelling to, travellers may be required to conduct a laboratory PCR test for COVID-19, performed by a certified laboratory before their trip.

 

 

Our Randox testing kit is a home sample collection kit. The sample collection can be completed in your home as the testing and results processing will then be carried out by Randox’s certified laboratories. The Randox COVID-19 test result is accepted for travel by many countries.

 

 

When the traveller must collect their sample depends on the requirements of the country to which they are travelling. As such, it is the customers responsibility to find out this information and complete their swab accordingly.  When registering the kit each traveller has the option to input their own swab time.

 

 

As part of our partnership with certain airlines/holiday providers, Randox are providing EasyJet, Jet2 and TUI customers with several options to return their sample:

– Randox Drop Boxes

– Randox Health Clinics

– Randox Northern Ireland Drop Boxes

– DX

– UPS

Please head to our full Travel FAQs for more information on each of these courier options.

 

 

You will receive an email when the sample has arrived to Randox laboratories and your results will aim to processed and reported to you in 12-24 hours.

When will my sample collection kit order arrive to me?

Orders are dispatched Monday – Friday. We recommend you place your order well in advance of when you need to collect your sample.

 

Please allow up to 2 business days for the home sample collection kit to be dispatched from our warehouse excluding weekends and bank holidays in Northern Ireland.

 

Due to the extremely busy logistics network throughout the UK, some orders may take up to 3 days to arrive once dispatched from our warehouse. So from when you place your order, it may take 3-5 businesses days for your order to arrive.

 

Make sure you order your testing kit as early as possible before your holiday. The current batch of sample testing kit have at an expiry of March 2021 so this can be held in reserve until you are ready to take your sample.

How do I order my home sample collection kit from Randox?

Click here to order your kit from our website.

 

 

Click if you are a TUI customers to find your discount code.

 

 

Click here if you are an EasyJet customer to find your discount code.

 

 

For Jet2 Holidays customers, please log in to ‘Manage My Booking’ to find your discount code.

 

 

We recommend you place your order well in advance of the date you need to conduct your swab, no later than 1 week prior.

 

 

Please note, if customers do not use their discount code, they will not receive any prepaid returns labels. Alternatively, you can use another next day postal service at your own discretion and cost.

 

 

Orders are dispatched Monday – Friday. Please allow up to 2 business days for dispatch of the home sample collection kit from our warehouse in Northern Ireland.  This excludes weekends and bank holidays in Northern Ireland. Due to the extremely busy logistics network throughout the UK, some orders may take up to 3 days to arrive once dispatched from our warehouse. So from when you place your order, it may take 3-5 businesses days for your order to arrive.

When should I order my home testing kit?

We recommend you place your order well in advance of when you need to collect your sample. Please allow up to 2 business days for the home sample collection kit to be dispatched from our warehouse excluding weekends and bank holidays in Northern Ireland.

 

Due to the extremely busy logistics network throughout the UK, some orders may take up to 3 days to arrive once dispatched from our warehouse. So from when you place your order, it may take 3-5 businesses days for your order to arrive.

 

Make sure you order your kit as early as possible before your holiday. The current batch of sample testing kits have at an expiry of March 2021 so this can be held in reserve until you are ready to take your sample.

I am going on holiday this month. When do I order my test?

It is best to order this as soon as possible. We recommend you place your order well in advance of when you need to collect your sample.

 

Please allow up to 2 business days for the home sample collection kit to be dispatched from our warehouse excluding weekends and bank holidays in Northern Ireland.

 

Due to the extremely busy logistics network throughout the UK, some orders may take up to 3 days to arrive once dispatched from our warehouse. So from when you place your order, it may take 3-5 businesses days for your order to arrive. The current batch of kits have an expiry of March 2021.

 

Make sure you order your kit as early as possible before your holiday. The current batch of sample testing kit have an expiry of March 2021 so this can be held in reserve until you are ready to take your sample.

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Health Clinic Swab Testing

Private Testing FAQs.

What happens once I’ve ordered a sample collection kit?

Once you have ordered a COVID-19 Sample Collection Kit, you will receive it within two days after your order when you select Next Day Delivery.

Can I book an appointment / order a test in the Republic of Ireland?

Regulations regarding COVID-19 testing for travel in Ireland mean that a certified collection officer has to take your sample, so our home sample collection kit is not applicable.

 

You can book an appointment at your nearest Randox Health Travel Centre at booking.randox.ie

 

Please note you must not book a Travel Centre appointment if you have symptoms of COVID-19.

Where is my COVID-19 sample collection kit?

Once you have ordered a COVID-19 Sample Collection Kit, you will be sent an email with a link to track the delivery status of your order.

Do I need to register my kit online?

Yes. You must register your kit online to receive your results. Please visit www.randoxhealth.com/register-kit to register your kit. You must enter your URN exactly as it appears on your paperwork. E.g. ‘N00000012’

 

Failure to register your kit will mean we will be unable to send you your results.

How do I use the COVID-19 sample collection kit?

You will be sent instructions with your COVID-19 Sample Collection Kit.

 

The sampling process is simple and takes just a few minutes.

 

  • Each kit contains a swab and sample collection tube.
  • Holding the swab in your dominant hand, gently rub the swab over both tonsils and the back of the throat, taking care not to touch your tongue, teeth or gums.
  • Remove the swab from your mouth and gently insert into the nostril about 1 inch (2.5cm) or until some resistance is met.
  • Rotate the swab 5 times against the nasal walls and repeat in the other nostril.
  • Remove the swab from the nose and immediately place the swab into the collection tube, taking care not to touch any other surfaces.

For more information please refer to our video guide here.

What is my URN?

Your URN is your Unique Reference Number. Your URN is found within your COVID-19 Sample Collection Kit on pre-printed labels. You must use your URN to register your kit at www.randoxhealth.com/register-kit  You must always keep this URN safe.

How do I know if my registration has been successful?

You should receive an email confirming your registration was successful. If you are unsure if your registration was successful, please try to register again as the site will not allow you to register the same URN twice.

I have made an error in completing my online registration, what do I do?

If you are a private or corporate customer and have registered your COVID-19 home test kit through the Randox Health website, please send an email with your URN to covid19@randoxhealth.com.

How do I return my sample collection kit?

Once you’ve completed the sample collection instructions and registered your kit, please use a courier of your choice to return the kit to our lab for analysis.

 

In Northern Ireland you can alternatively deposit your completed kit at a dedicated collection point found at various Council Building locations. Once you have dropped off your kit to one of our collection containers, please contact Randox Health on 0800 2545 130. Visit www.randoxhealth.com/kit-return to locate your nearest collection point.

 

(Please note TUI customers should visit https://www.randoxhealth.com/tui-randox-faqs/ for instructions on how to return your kit).

How do I know my sample has been received by the Randox lab?

If you send your sample to Randox for testing, you will be notified when it has arrived at our laboratory.

I have returned my sample but forgot to register, what do I do?

If you have not registered your kit, but still have your URN, you can retrospectively register your kit.

 

Any results that have been reported for this kit will then be issued to the relevant email address.

How will I receive my results?

Your test results will be emailed to you, using the email address provided during the registration process.

 

You will be notified via email with your results report.

How long does it take to receive my test results?

You will receive your results within 12-24 hours of the sample arriving at the laboratory.

I have returned my kit but have forgotten to make note of my URN, what do I do?

Unfortunately, without a URN and kit registration, there is no way of matching a sample result with the individual who took the sample – this means that no results can/will be released.

What should I do if I receive a negative test result?

You will be notified via email of the result and what to do next.

What does a void / unclear test result mean?

A void / unclear result occurs when it has not been possible for the laboratory to test your sample. Reasons that the laboratory cannot test a sample include:

 

  • The swab sample was received in an unlabelled sample collection tube
  • The swab was placed in the wrong tube (i.e. the transportation tube instead of the small sample collection tube)
  • The swab sample was taken incorrectly
  • The sample collection tube leaked during transit

What should I do if I receive a positive test result?

You will be notified via email of the result and what to do next.