COVID-19 Testing – Travel FAQs

COVID-19 – Travel FAQs.

It is our priority to ensure that we process your samples as quickly as possible to ensure that you can travel safely.   Whilst we are currently experiencing high levels of customer enquiries, we want to offer you the best customer experience so please read the following FAQs for further information on COVID-19 testing for travel.

 

Our customer service team are working to respond as quickly as possible but please allow a 12 – 24 hour turnaround for individual email responses.  Should you require further assistance please contact our customer support team:

 

Opening times

 

Monday – Friday 7am – 9pm

Saturday & Sunday – 8am – 6pm

 

Phone – 0800 2545 201

 

Email – covidcustomersupport@randox.com

 

For information about DX Sample Drop click here: www.dxdelivery.com/sampledrop

General Information

How accurate is the COVID-19 test?

The Randox COVID-19 test has undergone evaluation from and has been 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.

What is the process of getting a COVID-19 test?

Depending on the guidelines from the government of the country you are travelling to, travelers 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 traveler 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 traveler has the option to input their own swab time.

 

For Jet2, TUI and EasyJet customers we have several return solutions which aim to have samples delivered to our labs the following day:

-Randox Drop Boxes: From the 9th January onward open 7 days a week

-Randox Northern Ireland Drop boxes: Open Monday – Friday

-Randox Health Clinics: Open Monday – Sunday

-DX: Open Monday – Friday

 

If you ordered your kit between the 5th December 2020 – 5th January 2021 prepaid labels will need to be collected from selected DX locations. If you ordered your kit from the 6th January 2021 onward you should receive a prepaid DX label in your order and can return your kit via DX as per the instructions in your order.

 

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.

 

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.

Can I use one of your clinics to get tested?

Yes, you can book into our clinics in Northern Ireland, Liverpool, and London for COVID-19 testing.

 

 

Please call freephone 0800 2545 130 to arrange an appointment, or click here to book online. Unfortunately, discount codes are only applicable for online orders of home sample collection kits.

I read that home testing kits are not accepted by some countries, does this mean I can’t use the Randox kit?

Many countries require travellers to acquire a PCR test for COVID-19 which was performed by a certified laboratory.

 

 

Our kit is suitable for these requirements as we provide a home sample collection kit. The sample collection is completed in your home, then the testing is carried out in our certified laboratories.

 

 

Please see here for the most up to date information on the entry requirements for different countries: https://www.gov.uk/foreign-travel-advice

Do I need to take my sample in a clinical setting?

In most cases this is not required. The sample collection can be completed in your home as the testing and results processing will be carried out our certified laboratories. Please check the local government guidelines of your destination or your holiday provider for more information on this.

 

 

Please conduct your sample as close to the time you are dropping it off as possible.

Which countries require a PCR COVID-19 test prior to travelling?

Please refer to the UK government website here: https://www.gov.uk/foreign-travel-advice

 

This provides the most up to date information on which countries require a PCR Covid test.

Home Testing Kit

Ordering your kit

When should I order my COVID-19 Home Sample Collection 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 kit have at an expiry of March 2021 so this can be held in reserve until you are ready to take your sample.

 

 

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.

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 our discount code.

 

 

For Jet2 Holidays customers, please log in to ‘Manage My Booking’ to find our 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 will my COVID-19 Home Sample Collection Kit arrive with 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.

If I order kits for my whole family, will they each receive certificates with their personal information on it?

Yes, you can order a bulk order of kits which will all be shipped to you.

 

 

Once the kits arrive and you are ready to complete the sample collection, you will be given this link to register your samples individually: https://randoxcovid.azurefd.net/urnRegistration

 

 

This will allow you to register the kits for the other members of your family, allowing you to add their personal details and unique reference number for their sample collection swab.

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.

USING YOUR HOME  SAMPLE COLLECTION KIT

WHEN SHOULD I TAKE MY SAMPLE?

 

This depends on the requirements of the country to which you are travelling. As such, it is your responsibility to find out this information and conduct your swab accordingly.

 

Please refer to the UK Government’s  most up to date information on the entry requirements for different countries, including when you should conduct your swab for a COVID-19 test.

 

Please be aware that your Covid Home Collection Sample kit needs to arrive at our laboratories in Northern Ireland within 70 hours from when you conduct your swab due to the stability timeWe advise that samples are returned to us the same day the sample is collected to ensure we receive it as soon as possible. Any samples received which are outside of this 70 hour time frame from when you collected your sample will be void.

RETURNING YOUR SAMPLE TO OUR LABS

Where is my closest sample drop off point?

Northern Ireland Randox Drop Boxes

Click here to see Northern Ireland Randox Drop Box Locations, open for sample drops Monday – Friday until 4pm.

 

Randox Science Park Drop Box is open for sample returns 24/7.

 

For more Information, please go to ‘How do I return my sample with Northern Ireland Randox Drop Boxes?’

Randox Drop Box Locations (UK mainland)

Click here to see Randox Drop Box Locations, from the 9th January 2021 onward this service will be open 7 days a week

 

Drop Box closing times vary between sites so please check the closing time of your closest location before returning your sample.

 

IMPORTANT:

Randox Drop Boxes located in Heathrow, St Mary’s Surgery Ely, and Amersham will only be open from Saturday 16th January 2021 onward. Do not drop samples here from the 12th-15th January 2021 as they will not be collected until Saturday 16th January 2021.

 

Randox Drop Boxes located in the below locations will only be open from Saturday 23rd January 2021 onward. Do not drop samples here from the 20th-22nd January 2021 as they will not be collected until Saturday 23rd January 2021.

– Dajani Pharmacy: South Kensington, London

– Jordans Dorset Ryvita: Poole, Dorset

– Jordans Dorset Ryvita: Bardney, Lincolnshire

Jordans Dorset Ryvita: Biggleswade, Bedfordshire  

– Top Medical: Croydon, London

– Top Medical:  Isleworth

– Medical Cosmetics: West Bridgford, Nottingham

– Sahara Pharmacy: Bradford

– Dedham Pharmacy: Dedham

Pharmacy One: Cheadle 

 

For more information, please go to ‘How do I return my sample with Randox Drop Box Locations (UK mainland)?’

Randox Health Clinics

Randox Health Clinics are open Monday to Sunday from 08:40 – 16:00 for sample drop offs.

 

For more information, please go to the tab ‘Randox Health Clinics’ further down this page.

DX Services

Click here to see your closest DX Depo/DX MBE location, open from Monday – Friday.

 

 

Closing times vary between locations so please ensure you check your closest DX Depo/DX MBE location opening hours, before returning your sample.

 

For more information, please go to ‘DX courier Information’ further down the page.

How do I return my sample with Randox Drop Boxes (UK Mainland)?

 

Return your sample any day of the week with our UK (mainland) Randox drop boxes.

Randox Drop Boxes will be open to accept sample returns 7 days a week, delivering to our laboratory in Northern Ireland next day.

 

IMPORTANT INFORMATION:

 

Randox Drop Boxes located in Heathrow, St Mary’s Surgery Ely, and Amersham will only be open from Saturday 16th January 2021 onward.

Haymarket Drop Box

IMPORTANT INFORMATION:

 

Randox Drop Boxes listed below will only be open from Saturday 23rd January 2021 onward.

 

– Dajani Pharmacy: South Kensington, London

 

– Jordans Dorset Ryvita: Poole, Dorset

 

– Jordans Dorset Ryvita: Bardney, Lincolnshire

 

– Jordans Dorset Ryvita: Biggleswade, Bedfordshire

 

– Top Medical: Croydon, London

 

– Top Medical:  Isleworth

 

– Medical Cosmetics: West Bridgford, Nottingham

 

– Sahara Pharmacy: Bradford

 

– Dedham Pharmacy: Dedham

 

– Pharmacy One: Cheadle

Please click here to see where your closest Randox Drop Box Location is and its closing time.

 

Randox Drop Box Locations and closing times are subject to change. Please ensure you check the map before dropping off your sample, as we are continually adding more Randox Drop Locations to improve our service. 

 

Samples should arrive to Randox Laboratories by next day. You will receive an email when your sample has been scanned into our labs to begin testing.

 

We do not provide return labels, these are not needed as this service is through a Randox private courier.

 

There is no need to book your sample drop online or call to say your sample has been dropped off. All samples are collected each day at the specified Drop Box closing times.

 

Samples dropped outside of these specified days and times will not be collected until the next collection day. It is the customers responsibility to drop their sample within the times specified if using Randox drop boxes.

How do I return my sample with Randox Drop Boxes (Northern Ireland)?

If you live in Northern Ireland, we provide Randox Drop Boxes which are open Monday-Friday until 4pm to receive sample returns.

 

The drop off point labelled as ‘Randox Science Park’ is located directly outside of our testing facility. Randox Science Park Drop Box is open 24/7.

 

Please click here for information Randox Northern Ireland Drop Off Box locations.

 

Customers must call ahead to Randox Health Clinic on 0800 254 5130 to arrange for your sample to be collected from your chosen drop off point. Failure to do so may result in your sample not being collected promptly.

 

Samples are only collected from drop off points on request and should be with the lab next day (with the exception of drop off point labelled ‘Randox Science Park’).

Randox Health Clinics

 

Our Randox Health Clinics are also open Monday – Sunday to accept sample drop offs, and samples should arrive to our labs next day.

Randox Health London

Finsbury House,

23 Finsbury Circus,

London EC2M 7EA

Monday to Sunday: 08:40 – 16:00

 

 

Randox Health Liverpool

Exchange Station,

Ground Floor Unit,

Tithebarn St,

Liverpool L2 2QP

Monday to Sunday: 08:40 – 16:00

Holywood, Northern Ireland:

2 Redburn Square,

Holywood BT18 9HZ

Monday to Sunday: 08:40 – 16:00

 

 

 

Crumlin, Northern Ireland:

15 Mill Rd,

Crumlin BT29 4XL

Monday to Sunday: 08:40 – 16:00

Randox Health Holywood Clinic

DX COURIER INFORMATION

DX Drop Locations

DX provide options for customers to return their sample to our laboratory in Northern Ireland, which should arrive next day. DX Depos/MBE sites are currently open to accept sample returns Monday-Friday 9am-5pm. Please note, drop off times vary by site as per the listing on the DX website so click here for your DX drop opening hours.

 

If you placed your kit order from the 6th January 2021 onward, you should receive a prepaid DX label in your order and can return your kit via DX as per the instructions in your kit. If you purchased your kit before the 6th January 2021 and want to return your samples with DX, prepaid labels will need to be collected from selected DX locations.

 

Please contact DX on 0333 2415100 to enquire where your closest DX location is to collect your returns labels.

 

Only customers who used a discount code on checkout are eligible to receive prepaid DX return labels from DX locations, as part of our partnership with selected airlines/holiday providers. Please note DX MBE sites can charge for DX return labels.

How do I return my sample to Randox with DX?

– Follow the return packing instructions from your kit.

 

– Prepaid DX labels can be collected at selected DX hubs. If you are collecting your prepaid label at a DX service point, DX staff will apply a label for you at the service center. If you have a DX return label in your order, please apply this to the OUTER PACKAGE. Do not cover the UN3373 logo. Please keep a record of your tracking number.

 

– Please contact DX to find out which DX hubs can provide you with a prepaid label on 0333 241 5100. The DX Health Team are available Monday – Friday, 8am to 6pm.

How do I book my sample drop with DX?

– You do not need to book your sample drop off if you are going to a DX Depot. You only need to book if your are dropping off at an MBE store. Click here to book an MBE drop. Customers can use their URN number to book their sample drop if they do not have a DX tracking label.

 

 

– Once you have completed the sample collection process click here to register your sample online, and drop it off at an approved DX location.

 

 

– Please be aware DX locations have varying closing times so please check the DX website to find out the closing time of your nearest DX location.

 

 

– Please keep a record of your tracking number and sample URN as this may be required at a later stage for reference.

 

 

– Information, including FAQ’s about the DX service is available at www.dxdelivery.com/sampledrop. The DX Health Team are available Monday – Friday, 8am to 6pm, on 0333 241 5100.

 

 

– Please ensure you check the DX website for the most recent updates regarding sample drop offs: www.dxdelivery.com/sampledrop

DX are NOT open on the below days

Please note that DX service does not offer collection on a Saturday or Sunday. If this will affect your results/flight time, please arrange an alternative courier at your own cost.

 

 

If you find this does not suit your needs you can arrange another courier service at your own discretion. You will have to keep a note of the tracking of your kit so you can locate its whereabouts to see it has reached Randox safely. Please return to the below address:

 

*FAO Accessioning*
Randox Science Park,
30 Randalstown Rd
Co Antrim
BT41 4LF
Northern Ireland

What can I expect now that I have sent my sample?

Family Aiport Image

When will my sample reach Randox Laboratories?

If samples are dropped to a DX location/MBE Site, Randox Drop Box (UK mainland), Northern Ireland Randox Drop Box, or Randox Health Clinic by the above specified closing time/day of that sample return method, then your sample should arrive at Randox Laboratories the following day to begin processing.

 

If using an alternative courier, please check with them regarding their delivery times.

Will my results report include both the date and time?

Yes, when registering your kit online you can select the option to add the swab time and date to your results report. Your report will also include the test date and time.

How do I receive my results and will I get a fit to fly certificate?

You will receive your results via the email your registered your sample with, as well as a certificate of your results to use whilst travelling.

 

Results aim to be reported within 12-24 hours of our laboratories receiving the home sample collection test kit.

Will my passport information be on my results certificate?

Yes you can choose to add your passport details when registering your kit after you take your swab. This will ensure that your results certificate has your passport details included.

Cancelling & Returning Your Order

I didn’t receive my testing kit in time and sourced another supplier. Can I have a refund for my unused and unopened kit?

Refunds may be requested for unused and unopened kits by emailing covidcustomersupport@randox.com.

 

If your order has already been dispatched please email us to let us know you want to return your order, then reject the order on delivery and this will be sent back automatically to us.

 

Once your returned order has arrived back to us, please allow up to 14 days for your refund to be processed.

 

Please include your order number, name and the email address used to purchase in your email.

I have realised I ordered my kit too late and it won't arrive to me in time. How can I cancel my order?

Please email covidcustomersupport@randox.com to cancel your order.

 

If your order has already been dispatched, please email us to let us know you are planning to return your kit, and reject the order on delivery which will automatically send the order back to us.

 

Please include your order number, name and the email address used to purchase in your email.

AIRLINE INFORMATION.

If you have questions about your Randox Kit that have not been answers on our Travel FAQ page then you can contact jet2@randox.com.

 

For Jet2 Holidays customers, please log in to ‘Manage My Booking’ using this link

Easyjet Logo

If you have questions about your Randox Kit that have not been answers on our Travel FAQ page then you can contact easyjet@randox.com.

 

For EasyJet customers, please visit the EasyJet webpage for more information.

If you have questions about your Randox Kit that have not been answers on our Travel FAQ page then you can contact TUI@randox.com.

 

For TUI customers, please visit the TUI webpage for more information