Help centre · FAQ

Questions, answered

Lab reports, research use, shipping, refunds and reviews. If something is not here, Contact us and our customer care team will reply.

Account

• How do I track my order?+
• Can I reorder a previous selection?+

Documentation

• What is a COA and where do I find it?+
• What does the batch number on my vial mean?+
• The QR code on my vial says COA pending. Why?+
• Who is Helix Group Testing in your COAs?+
• Can I look up a lab report by batch number?+

Ordering

• Can I buy a single vial instead of a full kit?+
• How long are my vials held after I order?+
• Do I need an account?+

Payment

• How do I pay?+
• What happens after I send payment?+
• I sent the wrong amount or the wrong network. What now?+

Products

• What are these products for?+
• How should vials be stored?+

Refunds & returns

• My order arrived damaged or wrong. What do I do?+
• Can I cancel my order?+

Research use

• Why do I have to confirm research use before seeing prices?+
• Do I have to confirm every time I visit?+

Reviews

• How do I leave a review?+
• Why has my review not appeared yet?+

Shipping

• How long does delivery take?+
• Where do you ship?+
• What is a typical timeline from order to my door?+
• How quickly is my order dispatched?+
• How is the order packaged?+