Contacting our support team
We encourage you to search for an answer to your question using our Help Desk.
If you cannot find what you are looking for, feel free to contact our customer support team. We will be happy to assist you. To contact us, you can use the contact form on our website. Please fill in as many relevant details as possible, such as your order number and test code. This will help us solve your issue faster. You can also send us an email at support@homediq.com with your question.
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I want to cancel my order
Please contact our customer support team at support@homediq.com for help with cancelling your order.
My results could not be determined due to an insufficient sample, what should I do?
Please contact our customer support team at support@homediq.com. Make sure you provide your test code and order number to speed up the inquiry. We will ship you a replacement test or arrange a refund for you. You can find tips for blood collection ...
I can't log into my account
If you cannot log into your account, try using a different browser, an incognito window, or resetting your password. If you get an error message saying that your email address could not be found in our database, it means that you did not create an ...
My test arrived at the lab, when will my sample be analysed?
For most tests, the turnaround time of sample analysis is 1-2 business days after the lab receives your sample. If your sample arrives at the lab after business hours, processing will begin on the next business day. If you think your test hasn't been ...
Where is my order?
You can track your order using the tracking number that was included in your order confirmation email. If you placed an order from Germany, you can check your order status via the Hermes website by entering the foreign tracking number that PostNL ...