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  • Frequently Asked Questions

    Below you will find frequently asked questions that we compiled together for you to provide optimal customer service.

    General

    Do I need a doctor to get a blood test through Personalabs

    No. About 75% of all healthcare decisions are based on the results of lab tests, but a doctor doesn't have to order those tests. By giving you direct, online access to the tests your doctor might order - using the same labs - Personalabs is able to save you time and money. In the end, you get the same results, which you can then share with your doctor or healthcare provider.

    Do I need to get approval from my health insurance before ordering a test?

    No. Since you pay for your tests directly you don't have to hassle with insurance approval, and you'll pay a lot less. With Personalabs, the testing process is in your control, done according to your schedule, and your insurance company will not have access to the results of your tests unless you choose to share them.

    How do I order a test?

    Getting tested with Personalabs is simple: order your test through our website, visit a lab, then view your results online. Here's a detailed breakdown of the first step in the process, ordering your test: * Create or sign into your Personalabs Account. * You'll be asked for basic personal information, and will choose a password and security question. * Select the Personalabs tests that are right for you, and add them to your Shopping Cart. * If you have a Coupon Code, remember to enter it before you click on checkout. * Pay for your test through our secure Checkout with a major credit card, HSA debit card or using PayPal. * Remember to print your confirmation lab order to take with you to the lab - the lab technician cannot perform your test without this confirmation!

    How do I know which test to get?

    Personalabs has over 300 tests available online, and information about health concerns such as diabetes, heart disease and stroke, allergies, STDs, hepatitis and more to give you guidance. If you are having difficulties finding a specific test or have questions, contact us on live chat or call us at 1-888-438-5227. But please be aware we cannot suggest or recommend any tests, nor give medical advice.

    What cards do you accept

    Personalabs accepts all major credit cards: Mastercard, Visa, American Express and Discover. In addition, you can pay using PayPal. We also accept most Health Savings Account (HSA) debit cards and insurance carrier medical or healthcare debit cards. Feel free to contact us via live chat or call us at 1-888-438-5227 if you have any problems.

    Do you accept health insurance?

    No. We keep our costs as low as possible because we're able to cut through red tape. So at present we can't accept any form of health insurance. Please note that a DX code is a diagnosis provided by the doctor. As Personalabs is only responsible for providing you with lab results, we are unable to provide you with a DX code (diagnosis).  Our Physicians Network views all results to make sure there are no critical issues. If results are abnormal, our Physicians Network contacts you directly to advise you to seek medical attention with your doctor or healthcare provider.

    What do I need to do to prepare for my test?

    Most of our tests require no preparation. Any special requirements prior to testing, such as fasting for up to 12 hours, should be noted in the individual test description. When you arrive at the lab, Quest professionals will make sure you've fulfilled any requirements. If you have any questions, contact us on live chat or call us at 1-888-438-5227.

    Where do I go to get tested?

    After you order and pay for your test online, you can go to one of Quest's 2,400 Patient Service Centers to have your blood drawn or specimen collected. Use our Location Finder to find one that's convenient. Before visiting a lab, you'll need to pay for your order online and receive a confirmation lab order. Remember to take your lab order (and a photo ID for DNA or supervised drug tests) to the lab with you. (If the test you're ordering involves semen analysis, this test cannot be done at all locations. Please contact us on live chat or call us at 1-888-438-5227 before ordering to make sure there's a lab near you.)

    Why can't I get tested in Maryland, New York, New Jersey, Rhode Island or Massachusetts?

    Laws in these states require that any lab work be ordered by your personal physician; a copy of this order must be presented at the laboratory. If your state does not permit laboratory testing without a physician's order, you are welcome to get tested in adjoining states. Your professional test results will still be valid and should be accepted by any healthcare provider, anywhere.

    Do I need a referral from a doctor?

    Part of the service that Personalabs offer is that once you have placed your order within seconds we provide you with a doctors order. We have doctors licensed in 50 states to help us provide a speed service. Once your order is placed we provide your doctors order within 60 seconds.

    Why should I go with Personalabs?

    Personalabs have a selection of over 300 blood tests which means the chances of your finding all the tests that you need are very high. Personalabs is a very affordable solution to your blood testing needs by being 70% cheaper than getting a blood test via your doctor, or going straight to the lab. Results can be back in as little as 24 hours depending on the test that you have ordered. Your results are private and only for you, you choose what you do with them.

    Is it confidential?

    Yes. Personalabs is a confidential service. Your results are stored in your personal, private account.

    What is the difference between anonymous and confidential testing?

    Anonymous testing is where a patient is given a unique identifier, and no official record of testing will be made, no identifying details are password to the public health authorities. Confidential testing means that results of HIV or positive STD results will be revealed to anybody, but in positive cases the local health authority will be notified. Personalabs only provide confidential testing, and your results are private and stored on a secure server for you to access globally. Confidential testing requires name, age, address. This is used for the Personalabs physician to match the results, and contact if the results require immediate urgent medical attention. Personalabs is legally bound by HIPAA regulations to protect personal details and test results.

    Why do you need all my information?

    We require name and address to match your results to the correct account. We need your zipcode and state so as to get a doctors order from a doctor in your state. We need your telephone number in case you have a critical result and a physician needs to contact you. Please note we will not use your number for any other reason. If there is an issue with your order we will notify you via email. We need your gender and date of birth as some results have variable ranges based on gender and age. We also need your date of birth as we are unable to provide testing for those under the age of 18.

    Where are your DNA locations ?

    You can go directly to the labcorp DNA page to find the lab locations for DNA testing. https://www.labcorpdna.com

    How long have you been in business?

    Personalabs was established in 2006.

    How many tests have been ordered through Personalabs?

    We have sold over 100,000 blood tests since we began in 2006.

    Difference between IgM and IgG?

    IgM - It is the first or primary immunoglobulin produced following exposure to an antigen. IgG - This antibody is widespread in the body, it provides long-lasting defense against most bacterial invasions and other antigens.

    What is a lab test?

    It is a health screening that can show health issues that could go unnoticed. Its a great way to see issues before they arise.

    How will I benefit from my lab results?

    Lab results can help you see things that haven’t physically manifested yet.

    What are the opening hours?

    The office is open Monday-Thursday 8am-8pm, Friday 8am-6pm, Saturday 10am-2pm EST. However you can order tests online 24 hours a day, 7 days a week, and you will still get your lab order within 60 seconds of purchase

    What service does Personalabs provide?

    Personalabs is a lab management service. We provide customers with the ability to order a blood test online and once the order is placed we provide them with a doctors order. You can print the order confirmation and then visit a lab. We work with Quest Diagnostics. A lab technician tests the specimen and sends the results back to the Personalabs system. Personalabs provide you with the results via your private account, which can be accessed anywhere with your email and secure password. We take you straight to the lab, with less fuss and cheaper than going via your doctor or straight to the lab.

    Do we need to present I.D. at the lab?

    You only need to bring ID when having a DNA or drug test.

    Are the lab tests free?

    No, we do not provide any free lab tests.

    What does non reactive mean?

    Non reactive means a negative result. Reactive means a positive result.

    Can you prescribe medicine?

    We are only able to provide the lab order for lab testing. We are unable to provide a prescription service at this time.

    I would like to pay for a test for someone else, how do I do it?

    If you would like to pay for a test for someone else then you must do the following.They must create the account in their name, or you must create the account in their name. When paying for the order you can add your information in the payment section. Please note that even if you create the account for the customer our customer service team can only talk to the patient, and the patient must give permission for you to discuss their account. Personalabs will not give any results or discuss order details with anyone else but the patient.

    What is a lab requisition (doctors order)?

    A doctor is required to place an order to a lab. Personalabs work with doctors in 50 states, which allow to provide this service instantly.

    Do I need to see my doctor to get tested?

    Part of the Personalabs service is that we provide you with a doctor’s order. This is included in our test price, there are no secret fees. You pay for a test and that includes a blood draw at the lab, doctors order, and you get tested for your desired test, your results are sent to your account, stored and be accessed anywhere.

    How are you contracted with Quest?

    In 2015, we signed a contract with Quest Diagnostics in order to provide our customers additional lab tests and locations to get tested. We provide you with the doctor's order you need to get tested with Quest. You can visit one of Quest's 2,400 locations to provide your specimen and results are sent directly to your secure Personalabs account.

    How do I get my test results?

    In about 2-3 business days you'll receive an discreet email from us with the subject line "Information Regarding Your Personalabs Account." This means your results are ready. (Occasionally, complex tests can take between 7-10 business days.) The email will instruct you log into your Personalabs Dashboard. You can see your results are ready in “My Notifications” and view your results. You can choose to print them, download them or email them.

    Do you offer anonymous STD testing ?

    Yes we offer anonymous STD testing.

    Personalabs offers an anonymous STD testing service for those who wish to remain unknown. Personalabs understands that sexually transmitted diseases are a sensitive subject and for this reason provides an alternate route to make the process more comfortable. This service is only available with Quest. The service works by allowing you to submit an alias name when providing your information after you have placed your order with us. If you leave the alias field blank, then your real name will be used on your lab order and results. You must submit your real name so that you may place your order, but it will only be used for billing purposes and visible only in your secure Personalabs account.

    Test Result

    What do I do with my test results?

    It's easy to print your test results via “My Results” in your Personalabs dashboard, and they will be securely stored in your Personalabs dashboard. You can also easily email your results to your healthcare provider, family, or anyone else. But your results are yours, and yours alone. It's up to you whether you choose to share them. If your results indicate a health issue that requires further action, we recommend that you contact your healthcare provider. For certain STDs, we are required by law to report any abnormal findings as defined by the Centers for Disease Control and Prevention (CDC). This is for research purposes only; your confidentiality is still protected.

    Do positive STD and HIV results get reported?

    Yes, by state law we are required to report positive results to the local health department. This is done via secure report. If you test positive for HIV or another STD, your results are reported to the state health department where you took your test, using name-based reporting. This means your name and results will be reported to the state and local health department, but only state public health personnel have access to this information to track rates of HIV in the state. The state health department then removes all personal information and reports only the results to the Center of Disease Control. Your personal information will not be shared with anyone else, including insurance companies.

    How long will the results take?

    The quick answer is it depends on the test/tests you have ordered. To find out the estimated turn around for results from the date the specimen was submitted, please view the product description of the test you purchased. You will find the turn around time near the end of the description.

    Are results reported?

    By law we have to provide positive HIV and STD results to the local health authority.

    How to interpret results?

    The results will either show as positive/negative, reactive/nonreactive, high/low, or will provide you with a measurement of scale to show where your results are. You can also view Labtestsonline.org for more information. We also have a function whereby you can share your results with your doctor.

    Can you email test results?

    Due to HIPAA regulations we are unable to email your results to you. However when your results are ready we will notify you via email that your results are ready and to review them you can log into your private account.

    Do you keep a copy of test results?

    Personalabs and PWNHealth, LLC (PWN) store data from results in a secure database, on a secure server. PWN is our physician licensure company that provides licensure and oversight throughout the United States. PWN provides the doctors who sign off on your orders and review your results. Quest stores the data for 90 days in case it needs to be resent to Personalabs.

    Who should I call if I have questions about results?

    If you have questions about your results we advise you discuss them with your primary caregiver as our office staff are not medically trained and can not advise you medically. However If you are having issues viewing your results please contact our customer service team so that they may assist you.

    Can I get results over telephone?

    We are HIPAA compliant and can therefore not give your results over the telephone.

    Privacy

    How does Personalabs protect my privacy?

    After you create a PersonaLabs Account, we keep your personal information safe in our secure database and guarantee your confidentiality throughout the ordering and testing process. After you create a Personalabs Account, we keep your personal information safe in our secure database and guarantee your confidentiality throughout the ordering and testing process. After a positive test for an STD such as HIV, any medical professional is required by law to inform the U.S. Centers of Disease Control and Prevention (CDC). A CDC representative may contact you, but it is strictly to collect data for study purposes. Your name will not be made public and your privacy is still legally protected. Personalabs is fully compliant with U.S. HIPAA regulations, and goes beyond legal requirements to ensure the privacy of all protected health information We mean it when we say that at Personalabs, your privacy is our priority. For more information on how we safeguard and use your personal information, read our Privacy Policy.

    Appointments

    Do I need to make an appointment?

    To use the service you do not need to make an appointment, however we do recommend that you call the Quest facility that you intend to visit to check their opening times. If you would prefer to schedule an appointment, you can do so online by visiting https://secure.questdiagnostics.com/hcp/psc/jsp/SearchLocation.do

    Can I just walk in?

    Yes you can. You do not need an appointment just turn up at the lab with your order confirmation. We do recommend you call the lab to check opening times. You can find the telephone number by searching for your lab in the my locations section of our website.

    Payments

    How do I pay for tests?

    Personalabs accepts all major credit cards: Mastercard, Visa, American Express and Discover. In addition, you can pay using PayPal. We also accept most Health Savings Account (HSA) debit cards and insurance carrier medical or healthcare debit cards. Feel free to contact us via live chat or call us at 1-888-438-5227 if you have any problems.

    Can I pay for a test with cash?

    No. We must process all payments through our secure website, therefore we cannot accept payments of cash, check or money order. We accept all major credit cards and PayPal. Some pre-paid debit cards and HSA cards can be used to pay for tests. Contact us on live chat or call us at 1-888-438-5227 if you have questions or difficulties with your preferred payment method.

    I paid for my tests; why is my order stuck in pending?

    If you do not receive your confirmation order after paying for your test or tests, your order could be "pending" for a few reasons. To order tests though Personalabs, you cannot list a home address in a state where testing legally requires a physician's order: Maryland, New York, New Jersey, Rhode Island or Massachusetts. You also need to be over the age of 18 to use Personalabs services. There may also be a problem processing your payment. Contact us via live chat, call us at 1-888-438-5227 or email support@personalabscom.zendesk.com if you are having difficulties completing your order. Please note that any past orders in your account history marked "pending" were incomplete and no payments were processed.

    Do I have to pay any fees at the lab?

    No. When you arrive at the lab, simply show them your lab order. A photo ID is required for DNA and Supervised Drug Tests.

    What are the prices?

    To find the price of a test simply find the test you wish to know the price of, and view the product. On the product page you will see the price of that particular test. If you can not find the test you are looking for all you have to do is contact us via live chat and a sales agent will assist you with your order.

    Do you accept insurance?

    We can provide you with a receipt that has all the information your insurance company will need. However at this time we can not accept insurance directly.

    Will medicare reimburse me?

    Our tests are not reimbursable by Medicare at this time.

    What is included in the price?

    We pride ourselves in offering laboratory testing to our customers for the lowest price possible. The majority of the tests available on the site have been priced competitively. You will only pay ONE low price when you make your purchase, which covers the lab test, doctor’s order, lab visit, and medical director’s review of results. There are no hidden fees- no draw fee, no doctor fee, no laboratory fee, no set up fee, no processing fee. More importantly, the price includes a phone call from our medical team if your results are critical. You will be notified immediately.

    Specific Test Information

    Do you offer tb tests?

    Yes. We offer the gold quantiferon test. We do not offer the TB skin test, you can contact your local health department to discuss a TB skin test. The benefit of the QFT-Gold is that its excellent sensitivity.

    Even though I do not have symptoms can I still have a STD?

    Yes. Some STDs do not have symptoms, which is why a regular STD test is good to check that you have not contracted an STD.

    How do I request a refund?

    To process your refund, you must first request via email by selecting “Send a Message” on the Contact Us tab section.

    Please provide your Order information and reason for the refund.

    Please allow 24 to 72 hours for processing your claim.

    After we accept your refund request, you will be issued a refund via the same payment method as you had originally used to place the order (Debit Card, Credit Card, HSA, Paypal or Amazon).

    You may request to cancel your lab order within seven (7) days of the date of purchase to receive a refund. Your refund will be reduced by $15 to cover the cost of the doctor's order as well as the cost of processing your request to charge and refund your credit card. No refunds are given after seven (7) days. However, a credit can be issued to your account, less the $15 fee, and can be used towards your next order. Lab orders are only valid for up to six (6) months from the purchase date at which point any unused lab orders are purged from our system. If you request a lab order be reinstated, you will be charged the aforementioned $15 fee to cover the costs. After visiting our facility and having your blood drawn, no refund can be made. If for any reason Personalabs is unable to process your specimen, you will receive a full (100%) refund for the test(s) not performed.

    You will receive an email confirming receipt of the return and your credit.

    Please allow 3-5 business days to reflect in your account.

    And Remember: At Personalabs, Your Privacy is our Priority

    Questions?

    Email info@personalabs.com
    Call 1 888 438 5227

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    2215 Winkler Avenue, Suite I | Fort Myers, FL 33901

    Disclaimer: Tests cannot be conducted at lab locations in Maryland, Massachusetts, New Jersey, New York and Rhode Island.
    Personalabs is unable to offer testing for any person under the age of 18.