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Important Information

COVID travel regulations are constantly being updated. Please check the requirements of your particular carrier and destination carefully prior to travel to determine the timeframes testing is required within, and to ensure this service meets the stated requirements

PCR testing

If you have purchased a Fit to Fly PCR test, we recommend that you return your sample to the lab using a Special Delivery by 9am service or another trusted courier rather than use the included prepaid label. Please contact our customer services team with proof of postage and we will refund you the cost of the returns label included in your order.

Lateral flow testing

While the lateral flow test will confirm your positive or negative result in just 15 minutes, it may take up to an hour to receive your signed travel certificate (08:00-20:00, Mon-Sun). Please account for this time when taking the test to avoid any delays in boarding your carrier or entering your destination country.

PCR testing

All PCR test kits are shipped via DPD Express Delivery and as such can be tracked via their website. PCR tests purchased for arrival into the UK will be dispatched on day 0 for delivery on or before day 2. While day 2 & 8 tests will be delivered together, additional tests purchased as a Test to Release package will be delivered separately on day 5 as per government guidelines.

Fit to Fly tests will be dispatched on the same day if ordered before 2pm (weekdays) or 10am (weekends). Orders received after this time will be dispatched the following day.

Lateral flow testing

All lateral flow tests are shipped via a Royal Mail 24 Hour Tracked service. If you have urgent need for a Fit to Fly lateral flow test, delivery can be upgraded to guaranteed next day via DPD at the checkout for an additional fee.

Fit to Fly Lateral Flow tests will be dispatched on the same day if ordered before 2pm (weekdays) or 10am (weekends). Orders received after this time will be dispatched the following day.

Day 2 Lateral Flow tests will be scheduled for delivery between your arrival date into the UK and day 2.

PCR tests

All PCR tests must be registered by the individual providing the sample before it is returned for analysis. Although you will have provided personal details when placing your order, this additional registration step is in place to serve people who are purchasing on behalf of others, or purchasing multiple kits (e.g. for family travel).

You can register all PCR tests at: https://covid.fitnessgenes.com/Register.

Lateral flow tests

All lateral flow test kits are registered via the Klarity app prior to test result submission. To register your test, simply follow the instructions as they are presented within the app.

If you are testing as a family or a group, be sure not to mix up the test cassettes before you have completed the test registration process. To further protect against confusing completed tests, we strongly recommend that each person taking a test writes their initials on the test cassette.

PCR tests

All PCR test kits include a pre-paid Royal Mail return shipping label. You may, however, return your sample using a trusted courier service if you wish to further ensure that your sample is received, and result confirmed, as soon as possible.

Lateral flow tests

As lateral flow tests are confirmed within 15 minutes through the use of a test cassette, there is no requirement for you to return your sample or any part of the testing kit back to FitnessGenes.

PCR tests

The vast majority of our samples are processed within 36 hours or sooner. However, we cannot guarantee your results will be ready within a specific timeframe. Turnaround times are dependent on current laboratory capacity and we may experience delays during periods of extreme demand or public holidays. We cannot be held liable for any losses you might incur as a result of your test result not being available within a specific period. See our full Disclaimer for more information.

Lateral flow tests

As lateral flow tests are confirmed with the use of a test cassette, your result will be confirmed in just 15 minutes. Please allow 60 minutes to receive your certificate following submission of your result (08:00-20:00, Mon-Sun).

PCR test

If your test comes back positive for COVID-19 then we can be very confident that you do have COVID-19 and therefore should follow local guidance. However no test is 100% accurate, people with COVID-19 can be missed by these tests and you should not use a negative result to undertake activities or behaviour contrary to current government guidance.

If you have strong symptoms of COVID-19, it is safest to self-isolate, even if the test does not show COVID-19.

Lateral flow test

If your test comes back positive you must:

  • take a PCR test to confirm the result
  • self-isolate until you get the result of the PCR test.

If the PCR test also provides a positive result, you must self-isolate for 10 full days. The day that you completed the lateral flow test is recognised as day 0. Other members of your household may also be asked to self-isolate.

To learn more about what to do in the case of a positive test result, please click here

PCR test

As a result of fraudulent activity relating to avoidance of mandatory testing, we reserve the right to refuse to refund Day 2 and Day 8 tests without adequate evidence of a change in circumstances. An administrative fee of £10 will be charged on all refunds that are accepted and processed to account for this additional processing.

FitnessGenes additionally reserves the right to refund any payment less any delivery and/or consumable costs incurred, which will be charged at £5 per test kit shipped. Where kits have been shipped, refunds will not be process until confirmed receipt of the returned kit.

If you experience any issue with safe receipt of your test kit, you must inform us within 6 days of your arrival date by emailing support@fitnessgenes.com so that we can resolve the issue. Please note that refunds will not be given in relation to orders where we are not informed within this 6 day timeframe. This is due to the unfortunate level of fraud in this area, and the associated public health implications.

Amendments to your shipping details can be made free of charge up until the test kit has been dispatched by emailing support@fitnessgenes.com. If amendments to your shipping details need making after your kit has been dispatched, an administrative fee of £25 will be charged to account for incurred costs.

Lateral flow test

For non-mandatory test kits that have not yet been dispatched, refunds will be provided less a £5 administrative fee to cover the costs of additional processing.

Where a kit has been shipped, FitnessGenes reserves the right to refund any payment less any delivery and/or consumable costs incurred, which will be charged at an additional £5 per test kit shipped.

Please note, where kits have been shipped, refunds will not be processed until confirmed receipt of the returned kit.