Frequently asked questions

I did not get emailed my order receipt or order dispatch notification, can you email it to me? First please check your spam folder because sometimes the emails can be placed in there. If it is not in your spam folder, please contact mindovermetal so the email can be sent to you.

Do I need a medical referral to order the tests? No, you do not need a medical referral/doctor’s referral to order the tests.

Can I order the tests for someone else? Yes, you can order tests for someone else, please input their name/s in the notes section at checkout. The test kit will then be processed in the appropriate name/s.

How long does it take to receive the test kits? Most of the test kits are dispatched by the laboratories and not mindovermetal. Mindovermetal only dispatches the MaxGen test kits and Kashi Lab test kits. Mindovermetal will send confirmation over to the laboratories to dispatch the test kits. Both mindovermetal and the laboratories use Royal Mail UK to send the test kits and they are sent 1st class delivery. The delivery timeframe in the UK is 2 – 3 working days. With test kits sent outside of the UK, Royal Mail UK is used in the first stage, then once the package is received in the right country, it is handed over to the country’s local delivery service. The delivery timeframe for test kits sent outside of the UK is 4 – 7 days. Please contact mindovermetal if your order has not been delivered.

Do you send test kits outside of the UK and anywhere within Europe? Yes, we send all test kits outside of the UK and to all EU countries and non EU countries. There should be no import taxes due to the low value of the actual test kit declared rather than the cost of the test procedure as this is the price of the sample analysis once it reaches the lab.

If I order outside of the UK, will I receive a tracking link with my shipment? Yes, a tracking link will be emailed to you once the package has been dispatched.

Do you send test kits outside of Europe? Unfortunately only the MaxGen test kits and the Kashi test kits are available to order from outside of the UK and Europe. The hair mineral test (digital test) may also be available to order from certain countries outside of Europe, please contact mindovermetal for further info. All other tests are not available to purchase outside of Europe. There should be no import taxes due to the low value of the actual test kit declared rather than the cost of the test procedure as this is the price of the sample analysis once it reaches the lab.

Can I order the blood tests from outside of the UK? It is possible but some blood test samples are required to reach the laboratory within 24 hours or the next working day. This may be difficult if sending from Europe, an expedited courier service will be required.

Could I not just order the test directly from the laboratories instead? The laboratories do not have this option. You can only order from a registered practitioner who holds an account with the laboratory.

Are there any age restrictions on the tests? Please contact mindovermetal for age restrictions on tests. There is no maximum age for any of the tests but some tests are not suitable for younger ages, contact mindovermetal if you are unsure.

Should I contact the laboratories or mindovermetal if I have any questions? Please contact mindovermetal rather than the laboratories for all questions relating to the tests/orders or for any general questions.

I have changed my mind about a test and no longer want to go ahead with it, can I give the kit to a family member or friend? Yes, you can give the test kit to a family member or friend, all you need to do is cross out your name on the form/s and replace it with the appropriate name.

Is the postage cost included in the test prices? Yes, the postage costs are included in the test prices if ordering within the UK. Any test kits ordered outside of the UK will incur a charge of £10 per order (not per test) for all non Viva Health Labs tests and £60 for all Viva Health Labs tests.

Is the postage cost included when I send the test kits back to the laboratories? Unfortunately, the postage cost is not included when sending the samples back to the laboratories. The laboratories do not have this as an option.

How long do I have to complete the test once I receive the kit? You can undergo the test anytime you like after you receive the kit, but it is recommended to complete the test within the first 3 months of ordering. The test order never expires but some test kits are required to be used within a certain timeframe.

If I damage or lose the test kit, can you send another one out to me? Yes, another kit will be sent out to you free of charge providing that the test kit does not have significant value to it. Some test kits have a higher value than others, therefore there will be a fee to send out another kit. Postage costs for sending test kits outside of Europe will need to be paid for via the patient.

How accurate are the tests? The laboratory testing methodologies used are the same as what you would find in any other professional clinical setting. The laboratories use appropriate professional testing facilities/equipment to analyse the samples correctly and reliably. You can each of the laboratory’s websites for further info, the links can be found on the test order pages.

Can the samples be collected at home? Hair, urine, saliva, breath, finger prick blood spot and stool samples can be collected at home. The blood draw samples cannot be collected at home, a medical healthcare professional trained in phlebotomy will need to do the blood draw for you.

Where do I go to have the blood draw done? With the blood draw tests, you can have the test kit delivered to your address and you then take the kit to a medical healthcare professional trained in phlebotomy. If you want to have the test kit delivered then you can arrange to have the blood draw done with your GP surgery/nurse or a mobile phlebotomy service. You cannot do the blood draw yourself or have someone who is not legally qualified in phlebotomy. Usually, Doctor Surgeries can provide the blood draw service free of charge but some may charge. If you want to have the blood draw done at Biolab’s location then mindovermetal will arrange an appointment for you once you have made the payment on the website.

How do I send the samples back to the laboratories? The test kits will come with instructions on how to send the samples back to the laboratories. All test kits will contain the appropriate packaging for sending the samples. You can use any courier service you want but if sending within the UK, Royal Mail is recommended. It is recommended to send the samples at the start of the week and to send them signed for.

Can I drop the test samples off at the laboratories? No, the test samples cannot be dropped off at the laboratories.

Will the samples be stable and still valid if they are in transit for a long time due to general postage delays? It depends on the sample type and the test. Some samples and tests (especially blood) require that they reach the lab within a shorter timeframe and once they have been in transit for too long, they cannot be used for analysis. Some tests will contain a preserving substance in the kit so the transit time can be longer, other tests can be left in transit for longer periods without any need for a preservative. Each test kit will come with instructions on how long the transit time can be and what the requirements for postage are.

Do any supplements, foods or medications affect the outcome of the results? Certain supplements and foods can affect some test results. You will be given instructions on what to avoid on the day or days leading up to the sample collection. With medications, there are some tests in which certain medications may alter results but this will be explained in the instructions. You should not discontinue any prescribed medication from your doctor. Some test results do not require avoidance of anything.

When will I receive my results? Each test result has its result return timeframe. Please check the result turnaround timeframe on the order page of each test.

Can you answer any questions I have regarding my test results? Yes, we will answer any questions you have.

Can I show my test results to my doctor? Yes, you are free to share your test results with your registered doctor.

Will the test results give me answers to my health issues? The test results are not a diagnosis or explanation for any mental and physical health conditions, diseases or symptoms except for the issue or marker that is being analysed. The test result will only give a diagnosis for the markers in question, this will then indicate a positive test result for the health issue that is being investigated. The health issue categories can be found on the available tests page.

Will I receive a treatment programme with the test result? Depending on what test you have ordered and if a positive diagnosis is made, a treatment programme will be provided. Some test results do not require a full treatment programme, any guidance needed however will be provided in the results email.

Are the treatment programmes/any advice you give after the results free of charge or does this cost extra? The treatment programmes and any advice/guidance after the test result is all included in the test price. There are no further charges.

Do you only provide the treatment programmes or will the testing labs also provide treatment advice? With some tests, both the laboratories and mindovermetal will provide treatment programmes/advice. With other tests, only mindovermetal will provide treatment programmes/advice.

The supplements that are recommended in the treatment programmes, do you sell any of these or affiliate with companies that can provide the supplements? Mindovermetal does not sell or profit from any of the supplements in the treatment programmes apart from Advanced TRS. Mindovermetal also does not affiliate with any supplement companies apart from the manufacturer of the Advanced TRS. The recommended supplements can easily be found online, especially on Amazon. The supplements recommended in the treatment programme from Biological Testing Service do require to be ordered from certain websites as this is the only platform they can be found on, mindovermetal will provide the website links. If you are finding difficult to locate any supplements then please let mindovermetal know.

Why are there no treatment programmes available to download or available for free from the website? We only want to supply treatment programmes to people once a positive diagnosis is made for any markers or a health issue in question. Taking unnecessary or too many supplements and making unneeded dietary changes could potentially be negative towards health.

Are you able to offer an appointment service where I can speak to someone in person? No, everything we do is online-based. Any questions you have regarding tests and test results can be asked and answered via email or telephone or WhatsApp message.

Can I talk to you via Skype? No, unfortunately we do not offer communication via Skype.

Do I need to order a lot of tests to understand what could be affecting my health? No, you should only order the test/s that you feel is relevant to your symptoms and your current health state and what test/s you feel is going to benefit you the most. Please speak with mindovermetal if you are unsure.

Are you able to prescribe me any medication? No, we do not have the authority to prescribe any medications. All of the treatments are natural, supplement and organic, no drug therapy/treatment is suggested. Any prescribed medication will need to be discussed with your registered doctor. You should not stop any prescribed medication when undergoing a treatment protocol, you should only discontinue medication if your doctor has told you to do so.

Is there any need for a retest? There will be a need for retest for certain markers and health issues if you are wanting to see if the treatment protocols have been successful or made any improvement. Certain tests do not require a retest and they are tests that only need to be done once, for example, the genetic testing.

Is my personal data protected with your company and the laboratories you affiliate with? Yes, your personal data and test results are kept strictly confidential between mindovermetal and the laboratories. Your test results are kept for a certain timeframe and then the results are deleted. If you wish to have your test results deleted sooner on any database then please let mindovermetal know.

Are my test results and samples shared with supplement companies or for research purposes? No, all test results and samples are kept strictly confidential between the laboratories and mindovermetal. Your test results samples will never be used for these purposes.

I have changed my mind about the test, how do I request a refund and what is the procedure? A refund can be processed if you change your mind about the test. The test kit will need to be sent back to the laboratory if possible, especially if the particular test kit has a higher value. Tests ordered from Biological Testing Services can only be refunded within 30 days after receiving the kit. All of the other tests with the other laboratories can only be refunded within 90 days after receiving the kit.