Last updated July 2022
Shipping Policy & Common Questions
We endeavour to fulfil your package on the same day as your order was placed if it is before 2pm CST. If it is after 2 pm CST your order will be fulfilled the following business day. Any orders placed over the weekend, national holidays, or during harsh weather conditions will be fulfilled the following business day, or when weather is permitted. You should receive your order within 7 - 10 business days after it is shipped. However, we cannot control transit schedules. Any questions regarding delays or whereabouts regarding your order should be directed to the shipping carrier. You will receive an email notification of when your package is fulfilled, along with a tracking number and the chosen carrier.
If your tracking number states that your order has been delivered, and you have not received it, please allow for up to 3 business day to receive your order, as shipping carriers may scan your order as delivered prematurely. This also includes shipments back to our facility.
Please keep in mind that shipping times can be unpredictable and some customers are experiencing shipping delays or unusual issues with tracking. For more information please visit our chosen carrier's websites at USPS and UPS. If there has not been any movement in your order or sample tracking for 5 business days, please reach out to your chosen carrier directly. You will find your chosen carrier within the fulfilment email you will have received from us when your order was fulfilled.
We do request that you allow 14 business days for all samples to reach us via the provided carrier. If it has been 14 business days and we have not yet received your sample, please reach back out to us so that we can find a solution for you.
Once your sample reaches our facility they will begin processing your sample. Results for most tests are typically available within 72 business hours of the lab processing your sample. Once you’ve registered your test, you can find the most current status and estimates inside your myAFIL portal dashboard.
Shipping carriers may scan your package for delivery prematurely. If you receive a delivery scan but have not yet received your package, please allow at least 2 days for your package to deliver.
Please keep in mind that shipping times have been unpredictable recently and some customers are experiencing shipping delays or unusual issues with their tracking (you can find more about this on the USPS and UPS websites). If there has not been any movement in your order or sample tracking for 5 business days, please reach out to the Customer Experience Team about the next steps.
Shipping to our customers and return shipping to the lab are included in your purchase.
If you'd like to speak to the carrier directly about your shipping status, please reach out to:
USPS: 1-800-275-8777 | Customer Support Site
UPS: 1-888-742-5877 | Customer Support Site