Your sample may have leaked during transit
If the sample bottle cap was not tightened securely before posting, the water may have leaked during transit.If there is not enough water remaining in the bottle when it arrives, we are unable to complete the analysis.
No paperwork was included (System Health Check kits)
For System Health Check postal kits, the completed paperwork must be included in the return envelope. Without this information, we have no way of identifying who the sample belongs to.
The paperwork became unreadable
If the sample leaked onto the paperwork during transit and the details are no longer legible, we may be unable to identify the owner of the sample.
The sample was not submitted in the app before posting
Before posting your water sample, it must be registered in the Fernox app. If this step is missed, we have no way of linking the sample to your account, even if it arrives safely.
If you can provide your kit reference number or any other identifying information, we will do our best to locate your sample and update you on its status or provide your results if they are available.
If it has been more than 72 hours since your sample was delivered to us and and you have not received your results, please contact our support team.
Tip: Keeping a note of your kit reference number before posting your sample can help us identify your test quickly if any issues arise during processing.