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Thanksgiving 2019

US Laboratories will be closed between the 28^th – 29^th November 19 to celebrate Thanksgiving. The results turn-around time for samples processed during this public holiday period may be extended by 2 days.

Christmas 2019

We will be closed from 17.00 on Christmas Eve until 09.00 on Thursday 2^nd January 2020.

The office is closed between Christmas and New Year so we will be unable to process orders or results, and we will be unavailable to answer emails.

Last Orders

The last orders before Christmas 2019 will be sent out on Monday 23rd December. Orders received after 1pm on Monday 23rd December will be processed and sent out on Thursday 2nd January.

Christmas Sample Return Dates

Please do not send samples back to us between the 18th December 2019 and 6th January 2020. Any test kits received during these dates will not be processed.

Orders received by 13:00 will be dispatched the same day.
All prices quoted include VAT.
Your debit/credit card will be debited within 12 hours of placing your order with us unless other arrangements have been made between the customer and Invivo.

Shipping Test Kits
UK: free
Europe: £25 sent with FedEx and includes return shipping documents & packaging

For the rest of the world we will send the test kits out with FedEx with the following charges:
USA & Middle East: £25.00.
South Africa, Australia and New Zealand: £35.00.

For all other countries, please get in touch with our Customer Service team.

Shipping Therapeutics (UK)
Orders > £100: free with Parcelforce 48 hour courier service.
Orders < £100: 1st Class £3.00
Next Day Anytime Delivery Courier Service: £6.95
Next Day AM Delivery Courier Service: £12.00

Shipping Therapeutics (Europe & Rest of World)
Orders will be on an individual basis, dependent on weight and location. Please get in touch with our Customer Service team.

Brexit
The UK is set to leave the European Union on 31^st January 2020.

We have done all we can to ensure imports and exports will not be held by customs; however, delays may still occur which are out of our control.

If you are concerned about your shipment due to the new custom controls (as of the 1st February 2020), please get in touch.

Returns and Refunds
Returns are only accepted if the goods are damaged on delivery, allergic reactions or a mistake on our part and in which case, we will offer a full refund by the same means that the payment was made to us.

Please get in touch with our Customer Service team immediately.

A 15% restocking fee will be applied after 14 days.

+44 (0)333 241 2997 / labservices@invivohealthcare.com

We are committed to making the whole process, from buying to receiving the results, quick, easy, and seamless.

UK Patients
All of our test packs come with everything needed to collect the sample simply and safely. For UK customers sending any sample type except blood draw back to Invivo for processing, please use the provided return envelope. We recommend Royal Mail Guaranteed Delivery by 1pm. This is payable by the customer.

European Patients
For customers based in Europe, shipping is £25 per test kit which is payable upon ordering. This includes a return of the completed sample(s) and test kit(s) back to Invivo. A FedEx envelope and return documents will be included with each test kit.

Outside UK/EU
Test kits being completed outside of the EU/UK will need to be paid for at the time of ordering and samples returned directly to the relevant lab. Shipping of completed test kits direct to the laboratory is payable by the customer.

Contact Us
If you have any other technical lab questions or sample collection queries, you can phone us on 0333 241 2997. Our phones are manned from 9.00am to 5pm. Monday to Friday. We answer emails as quickly as we can.

Phlebotomy Services

London

Biolab: You are welcome to use our account for blood draw samples. Please call them to make the appointment. The cost is £36 and will be invoiced and paid to Invivo.

Independent Nursing Services: Please call them to make the appointment. Payment will be direct with them.

London Clinic of Nutrition: Please call them to make the appointment. Payment will be direct with them.

Out of London

Please find a local phlebotomy service or contact your GP. Payment will be direct with the service provider. Please check that they are able to comply with the notes below:

• They are able to centrifuge the blood
• The phlebotomy lab is happy for FedEx to collect the sample directly from them
• Please organise blood draw appointments:
• As early in the day as possible
• Only on Monday, Tuesday or Wednesday
• Steps for Blood Draw:
• Test kit sent out with attached document.
• Client to ring us to advise when blood draw is. We are only able to book a FedEx appointment on the day, or one day before the phlebotomy appointment.
• If blood draw is booked through Biolab, Independent Nursing Services, or London Clinic of Nutrition, we will email the FedEx documentation through to them on the day. If booked with any other phlebotomy service, we will email the FedEx documentation through to the client the day before their appointment for them to print out and take with them on the day.
• The client attends their blood draw and the phlebotomy lab will process their blood and have it ready for FedEx collection.
• FedEx ship direct to the laboratory for analysis.

support@invivohealthcare.com

Do you have a question about any of our products or services?

Are you unsure which tests and products would be best for your patient and their symptoms?

Would you like a second opinion on test results, or is it the first time you have run a particular test and want some advice on interpreting the results?

Any question or query, however big or small, our qualified support team are here to help.

Just pop us an email and we’ll be in touch as soon as we can.

If you have a complaint or concern about the service that you have received from Invivo Clinical Ltd. please let us know.

How to complain