Dear valued Confirm Testing customer,
For many months we have been using the Royal Mail to handle our deliveries but the performance has deteriorated recently due to the overwhelming amount of online orders and packages they are having to process that we simply do not have an assurance in their ability to get the swab from you to the laboratory in time for a certificate to be issued before you are due to travel. As such we have taken the difficult decision to cancel many of our pre-existing orders to avoid last minute delay. Although we recognise that this will cause inconvenience to you, we believe that it is better to provide you with absolute certainty rather than enormous last-minute disruption.
We are outlining below specific refund processes based on each circumstance. Please find the one applicable to you on this page and follow the relevant process. We assure you, we are doing our best and hardest to process refunds as soon as possible.
If you are flying between 1st December and 15th December, and have received a kit: Please proceed as normal. If your sample was not delivered to the lab and not processed, please send an email to firstname.lastname@example.org
If you are flying between now and 15th December inclusive and have not received a testing kit: Unfortunately, we will not be able to provide you with our service for the reasons mentioned above. Your refund is currently being processed. If you have not received an email about your order cancellation, please send an email to email@example.com.
- If you are flying between 16th December 2020 and 23rd December 2020 inclusive and already have your kit, please proceed as normal. Your kit will be processed by our new lab and you will receive your certificate in time for your flight.
If you are flying between 16th December 2020 to January 2021, but have not received a confirmation of dispatch yet nor has your kit arrived then we will not be able to provide you with our service. Your order should have been identified as cancelled and you will have received an email about your cancellation. If you have not received an email confirming your order cancellation, then please email us at firstname.lastname@example.org to log your refund request and it will be processed shortly thereafter.
For all customers flying over Christmas and the holiday period from 24 December to 02 January inclusive: Unfortunately, we will not be able to provide you with our service for the reasons mentioned above and we are cancelling your order, we ask that you find alternative testing arrangements. PLEASE DO NOT SEND YOUR TESTING KIT TO THE LAB AS IT WILL NOT BE PROCESSED. Your refund is currently being processed. If you have not received confirmation of your order cancellation, then please send an email to email@example.com.
We appreciate the disruption to your plans; however, we believe it is better to provide you with certainty and plenty of time to make alternative arrangements, rather than risk last-minute disruption caused by the failure of the swab to reach the lab in time or by risking dispatching a kit to you now and possibly delaying it in the mail.
For all orders that are yet to be fulfilled, we are cancelling all orders while we implement an alternative to Royal Mail to ensure delivery of kits to consumers and from consumers to the lab to avoid further disruption.
We thank you for your patience and understanding.