Customer support
Help with your order.
Tracking, collection, results, refunds, shipping and privacy — for any test ordered through the Real Health Diagnostics family. Email, call, or use the form below, and we reply within 2 business days.
Real Health Diagnostics Inc.
5307 Victoria Drive #1343Vancouver, BC V5P 3V6Canada
Common questions
Each test is ordered and fulfilled on its own site, so the specific answer — your tracking, your shipping terms, your refund window — lives on the site you ordered from. Every one of them has its own support page too.
Where is my kit?
Kits are dispatched from the laboratory once your order is confirmed, and you get a tracking number by email as soon as the label is created. Delivery is typically 3–5 business days in the United States and 5–8 in Canada.
If your tracking has not moved in 5 business days, do not wait it out — send us the order number using the form and we will chase the carrier and, if the kit is lost, have a replacement sent at no cost to you.
Help collecting my sample
Collection instructions ship with your kit and are emailed to you as a printable form. If the form did not arrive, or you need it again, ask us and we will resend it — please do not guess at the method, since an incorrectly collected sample is the most common reason a laboratory rejects one.
Instructions for your specific test are on the site you ordered from.
Results and turnaround
Turnaround is counted from the day the laboratory receives your sample, not the day you post it. Typical laboratory turnaround is 10–14 business days; your results are emailed to you when they are released.
Support is administrative — we can tell you where your sample is and when results are due, and we can resend a report. We do not diagnose or interpret results, and any question about what a result means belongs with your own qualified healthcare provider.
Refunds and rejected samples
Refund terms, including what happens when a laboratory rejects a sample, are set out in full in each site's refund policy. If your sample was rejected, contact us with the order number before reordering.
Shipping and restricted states
Some tests cannot be shipped to every jurisdiction — in the United States, New York, New Jersey and Rhode Island are restricted for certain panels. Shipping terms, delivery estimates and the current restrictions for your test are on its own shipping page.
Privacy and your health data
Test results are health data and are handled accordingly. Each site publishes its own privacy policy covering what is collected, who processes it, and how long it is kept.
To request access to your data, correction, or deletion, email privacy@realhealthdiagnostics.com. A privacy request sent to support will be forwarded there, but writing to it directly is faster.
Support on the site you ordered from
If you know which test you bought, its own support page is the fastest route: