Patient Policies

Provide complete and accurate information for the person being tested. Certain information may be required to confirm service availability, process the order, or coordinate specimen collection.

Incorrect or incomplete details may delay testing or require support to correct the order. Identification requirements, when applicable, will be communicated for the selected collection method.

Test availability may vary based on geography, patient eligibility, laboratory capabilities, and other program requirements. Some tests may require additional clinical authorization or review before an order can proceed.

Some tests may be available for direct ordering, while others may require a provider order or clinical review depending on the test and applicable jurisdiction. Any requirement that applies will be communicated during ordering.

Clinical review does not guarantee that a test will be appropriate or available for every patient.

Collection methods depend on the test and service area. Laboratory, partner-site, or mobile collection may be supported where configured. Review the available options before completing an order.

Follow the test-specific preparation and collection instructions provided with the order. Appointment, missed-visit, and recollection rules may differ by collection provider. Visit Locations for currently presented collection options.

Preparation varies by test and may include fasting, timing, medication-related instructions, or no special preparation. Follow only the instructions associated with the selected test and order.

Do not stop or change prescribed medication solely because of storefront instructions. Direct questions about medication or clinical preparation to an appropriate healthcare professional.

Whether an order can be changed or canceled depends on its status. Cancellation may no longer be possible after clinical review, specimen collection, laboratory processing, or third-party services have begun.

Any applicable refund will follow the order and refund terms displayed for the laboratory program at the time of purchase.

A new specimen may occasionally be needed when the original specimen cannot be processed or does not meet testing requirements. The laboratory or support team will communicate available next steps. Additional collection charges may apply only when applicable and disclosed.

Released results will be available through the configured secure patient portal or laboratory results system. Turnaround times shown in the storefront are estimates unless expressly identified as guaranteed, and some tests may require additional processing.

Discuss results with an appropriate healthcare professional when medical interpretation is needed. Solia Direct does not provide automated medical interpretation through this storefront. Visit the Patient Portal to access the configured results experience.

• Provide accurate patient and contact information.
• Follow preparation and collection instructions for the ordered test.
• Keep account credentials secure and do not share unauthorized access.
• Review order, appointment, and results communications.
• Contact the appropriate support channel when information appears incorrect or help is needed.

Questions about an order, collection, or results access can be directed to Example Laboratory through the configured support channels.

Email support@examplelab.com, call (800) 555-0148, or visit Contact Us. General operational answers may also be available in the FAQ.