Travel- Randox FAQs

Travel – Randox FAQs

Whilst we are currently experiencing high levels of customer enquiries, we want to offer you the best customer experience.

Please read the following FAQs below for further information on Randox Health COVID-19 testing for travel. 

Please note that there is currently a 24 – 48 turnaround for individual email responses. 

However we are working to respond as quickly as possible.
 
It is our priority to ensure that we process your samples as quickly as possible to ensure that you can travel safely.  

Can I order a test kit over the Christmas holidays?

If you are travelling during the Christmas holiday or early January, please ensure to order your home sample collection test kits well in advance. The last date to order COVID-19 Home Collection kits to ensure pre-Christmas delivery during these periods will be the 18th December 2020.

 

Shipments of COVID-19 Home Collection kits ordered after this time will resume on 4th January 2021.

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.

 

Our recommended logistics partner for TUI & Jet2 Holidays customers is DX as they can quickly return the kits to our laboratory (Monday – Friday) to ensure a fast turnaround time for you. If your kit is purchased with a TUI & Jet2 Holidays discount code, a DX returns label is included which should be stuck to the outer packaging for return via DX. 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.

I am required to have a test within 72 hours of travelling, what is the process?

How accurate is the 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.

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

You can order your kit from our website here: https://www.randoxhealth.com/covid-19-home-testing-kit/. TUI customers can find their discount code here: https://www.tui.co.uk/destinations/info/covid19-testing

 

For Jet2 Holidays discount code, please log in to ‘Manage My Booking’ using this link: https://www.jet2holidays.com/covid-19-test

 

We recommend you place your order well in advance of your flight date, no later than 1 week prior to your flight departure date.

 

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.

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 48 hours for the home sample collection kit to be despatched from our warehouse excluding weekends and bank holidays in Northern Ireland.

 

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.

When will my sample collection kit order arrive?

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. Once dispatched, kits are sent out by Randox for next-day delivery to your address provided.

 

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 a registration link: 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 as it can take up to 48 hours for your sample collection kits to be despatched from our warehouse. We recommend you place your order well in advance of when you need to collect your sample. The current batch of kits have an expiry of March 2021.

Can I use one of your clinics to get tested?

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

 

Please call freephone 0800 2545 130 to arrange an appointment. 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 testing kit?

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

 

Our Randox testing kit is suitable for these requirements as we provide a home sample collection kit. The sample collection is completed in your home and then the testing is carried out by Randox’s 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 by Randox’s certified laboratories. Please check the local government guidelines of your destination or your holiday provider for more information on this.

 

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

When should I take my sample?

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.

 

Please see here for the most up to date information on the entry requirements for different countries, including when you should take your sample for a Covid test: https://www.gov.uk/foreign-travel-advice

 

Please be aware that your Covid Home Collection Sample kit needs to arrive to begin testing at our laboratories in Northern Ireland within 66 hours after you take your swab due to the stability time. We 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 the 66 hour time frame from when you collected your sample will be void.

Where can I find instructions on how to use the sample kit?

Please refer to this link for instructions on the sample kit and its contents. https://www.randoxhealth.com/wp-content/uploads/2020/10/FORM-NO.-13274-GP-REVISION-1-Private-IFU-1.pdf

Where is my closest sample drop off point?

DX Returns

DX drop locations 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 here: https://www.dxdelivery.com/corporate/services/dx-sample-drop/#sample-drop-network

 

All samples sent via this method aim to be back at Randox by 12 noon the next day.

 

Please refer to this link for closest DX drop off points: https://www.dxdelivery.com/corporate/services/dx-sample-drop/

 

Randox Collection Point Returns

If you live in Northern Ireland, we also provide Randox collection points which are open Monday-Friday 9am-4pm to receive sample returns. The collection point labelled as ‘Randox Science Park’ is the closest to our labs, as this is located directly outside of our testing facility. Randox science park collection point is open 24/7.

 

Customers must call ahead to Randox Health Clinic on 0800 254 5130 to arrange for your sample to be collected from your chosen collection point. Failure to do so may result in your sample not being collected promptly. Samples are only collected from collection points on request and should be with the lab next day (with the exception of collection point labelled ‘Randox Science Park’).

 

Please see Randox Collection points here: https://www.randoxhealth.com/kitreturn/

 

Northern Ireland 24/7 drop off point

Randox Science Park collection point is available 24/7 for customers to return their samples to our laboratories.

 

Randox Health Clinic Returns

Our Randox Health clinics are open to accept sample returns at the below allotted times. Samples collected from Liverpool and London should arrive to our labs in Northern Ireland next day by mid-morning. Samples collected from Randox Health clinics in Northern Ireland should arrive at to our labs same by that evening.

 

Randox Health London

Finsbury House,

23 Finsbury Circus,

London EC2M 7EA

Monday – Friday: Samples collected at 16:00

Saturday: Samples collected at 14:00

 

Randox Health Liverpool:

Exchange Station,

Ground Floor Unit,

Tithebarn St,

Liverpool L2 2QP

Monday – Friday: Samples collected at 16:00

Saturday: Samples collected at 14:00

 

Holywood, Northern Ireland:

2 Redburn Square,

Holywood BT18 9HZ

Monday – Saturday: Samples collected at 16:00

 

Crumlin, Northern Ireland:

15 Mill Rd,

Crumlin BT29 4XL

Monday – Saturday: Samples collected at 16:00

How do I return my sample To Randox with DX?

Our suggested returns service is with DX service. You can return your sample with them Monday-Friday from 9am-5pm. Please note, drop off times vary by site as per the listing on the DX website here: https://www.dxdelivery.com/corporate/services/dx-sample-drop/#sample-drop-network

 

– You MUST book your Sample Drop online here: https://survey.communigator.co.uk/ef9f31b9-1993-406b-9d60-546c6e9ad8c1

 

– Once you have completed the sample collection process, following the correct packing instructions, please fix DX label to the outer package to return your sample.

 

– You will need to drop off your sample at an approved DX Sample Drop location before your selected site closing time. See list of drop off locations at the link below. https://www.dxdelivery.com/corporate/services/dx-sample-drop/

 

If dropped at a DX collection point by closing time listed on the DX website, then your sample will arrive at Randox Laboratories by midday the following day to begin processing.

Please keep a note of your tracking details so you can track where your sample is.

 

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

What if I don’t have a sample drop off point close to me?

The suggested method of returns is DX service. However, 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.

When should I return my sample?

Samples should be returned to our testing labs in Northern Ireland the same day that customers have completed their swab.

My flight is over the Christmas/New Year period and I am concerned about how to return my kit?

Our labs are open and running 24/7 over the Christmas and new year period so once we receive your sample in our labs, we aim to have your results reported to you within 12-24 hours.

 

We understand that you may be concerned about how to return your sample to us over the Christmas and New Year period. We are currently working towards getting returns solutions over this period, so please check back by the 20th November and we should have more information for you regarding this.

When will my sample reach the laboratories?

If samples are dropped to a DX collection point by 17:00 on the collection day then your sample will arrive at Randox Laboratories by midday the following day to begin processing.

 

If using an alternative courier, please check with them regarding their drop off time.

Will my results report include both 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.

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 receiving the home sample collection test kit.

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

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

Please email covidcustomersupport@randox.com to cancel your order. If your order has already been despatched, please reject the order on delivery and this will be sent back automatically to us.

I’m a TUI/Jet2 Holidays customer and I have questions about my Randox kit that are not answered on the FAQ, who do I contact?

Please email any queries to TUI@randox.com

 

For Jet2 Holidays queries, please email this address – jet2@randox.com

I’m travelling with TUI/Jet2 Holidays, where do I get my discount code to use on the Randox website?

For TUI customers, please visit the TUI webpage for more information: https://www.tui.co.uk/destinations/info/covid19-testing

 

For Jet2 Holidays customres, please visit the Jet2 Holidays webpage for more information: https://www.jet2holidays.com/covid-19-test

Which countries require a PCR Covid 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.

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.

If you have any further questions, please contact us using the below addresses

 

TUI Customers: TUI@randox.com

 

Jet2 Holidays Customers: jet2@randox.com

Cookie Box Settings