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December 13, 2018

What is the return policy?

LifeLabs® Online Refund Policy

For samples collected by LifeLabs®:

If you have purchased a test in which the sample needs to be collected by LifeLabs® at either one of our Patient Service Centres or via our at-home technician service, tests will only be refunded if you have not yet provided a sample. Once a sample has been collected the test cannot be refunded.

We would be pleased to refund the purchase of a test within 30 days of the order date provided:

  • You have a copy of the receipt
  • You have not yet provided a sample

For tests that need sample collection by a physician:

Samples collected by your physician and submitted for testing cannot be refunded. Call your physician’s office to ensure that your sample will be sent to LifeLabs for processing. LifeLabs won’t be able to recover any samples that are sent to another lab by your physician’s office. No refunds will be provided in this case.

For Home Collection Kit:

At-home collection kits are final sale. If your kit is damaged or an error occurs during the collection process, a reduced-cost replacement kit will be provided. Please note: Your kit must be used within six months of purchase.

Refunds will be issued in the same form of payment originally used for the purchase. To request a refund, click on the refund link in the order confirmation email. Please clearly state the reason for the refund and our team will get back to you after review.

Or you could contact our Customer Care Centre:

Ontario: 1-877-849-3637 or Store.Refunds@lifelabs.com

Saskatchewan: 1-888-333-0222

British Columbia: 604-431-7206 or 1-800-431-7206 or Store.Refunds@lifelabs.com

Genetic Tests (Hereditary Cancer, Panorama and Expanded Carrier Screening): 1-844-363-4357



For rush results (NAAT within 12 hours and PCR within 24 hours)

  1. Order your FlyClear test and receive your FlyClear test requisition
  2. Book an appointment at a LifeLabs location below.
    • Bring your printed FlyClear requisition and Passport
    • Select your ordered Province’s Rush Test to start booking:
    British Columbia

    6084 Russ Baker Way
    Richmond near Airport

    COVID-19 PCR (24h) / Rush 12h NAAT

    Ontario

    6084 Russ Baker Way
    Richmond near Airport

    COVID-19 PCR (24h)
    Rush 12h NAAT
    Rapid Antigen (2h)

Pre-Departure testing now available from the comfort of your home with MyVisit (Currently Greater Toronto Area only)

  1. Order your FlyClear test and receive your FlyClear test requisition.
  2. Book your Home Visit appointment with the MyVisit portal or, if your flight is within the next five days, contact a MyVisit coordinator 1-416-993-9579 (Monday – Friday, 9am-5pm EST)

MyVisit Pre-departure testing offers:

  • COVID-19 PCR/NAAT swab testing
  • COVID-19 Antibody Blood (serology) testing

The MyVisit fee is $80 per person.

Pre-Departure testing

Book your appointment online here. If your flight is within the next five days and you have received your FlyClear requisition, please contact a MyVisit coordinator 1-416-993-9579 (Monday – Friday, 9am-5pm EST).