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Customer Support Page

 

TestoChecker’s Customer Support Page consists of actual email transcripts with names and any other identifying information removed, of course.

What’s the point of this page?

The point of this page isn’t to showcase how good TestoChecker is at penning emails, no, the purpose of this page is to provide answers to questions others have had previously. Some questions on our FAQ page link to the information below, simply due to the length of the answer. Other email correspondence here included information we felt could be of benefit to others, so we parked it here.



Query01: Subject – “Midnight cortisol collection”

“I looked into the comprehensive cortisol test but there’s no midnight on the test collection times.  ..can (I) still use the test kit without following the collection times or should she buy a cortisol midnight test separately?”

Query01 response:

Hi <nameremoved>,

Yes you are correct, there is no midnight collection in the Comprehensive Cortisol test.

Sounds a little odd, yes, and for this reason, we get requests to add or remove a hormone, or a collection or even shift a collection time to suit the client. It means a little extra work at our end, but you only pay for the additional cortisol test, which in this case works out to be $37.25. Nothing more. 

If you would like to add a cortisol midnight collection to the Comprehensive Cortisol test kit, you can do that by following these steps below:

  1. Go to the Comprehensive Cortisol test kit page on the site and purchase it as normal.
  2. Prior to, or post purchase, (won’t make a difference), please send me an email* requesting the “additional cortisol midnight collection” to the Comprehensive Cortisol test kit you are purchasing.
  3. ​You will then receive a payment request from TestoChecker for the amount of ​$37.25.

*Please be sure to use the same email address as you did when making your purchase.

Once that is paid, you will receive a second receipt for that portion of the test cost, from PayPal. 

And that would be all <nameremoved>. If you have any other questions don’t hesitate to get back in touch. Doesn’t matter how silly it may seem to you.

Happy Hormones 🙂



Query.2: General information request after purchasing

Response.2:

Dear <nameremoved>,

It’s busy, but not too busy to assist you. Below you will see a list of points/tips for your reference on collection day. I have changed the more important points to Bold so it’s a little less daunting.

The others are optional. This information also appears in the test kit instructions, and you should still read those too. 

They are:

  • Add the date/time and your full name on the actual test tubes when collecting the specimen.
  • Retain the tracking-ID sticker, or take a selfie beside it for the record. It’s important cargo, and worth tracking.
  • Send samples back to the lab early in the day.
  • Don’t brush teeth or drink coffee, alcohol or fizzy-drinks prior to collection.
  • You don’t have to add payment details or complete the referral. Only add your name, date of birth, and list any medications, or supplements you may be using currently.
  • Send samples back early in the week if possible.
  • Samples can stay in the freezer temporarily if required.
  • You only need to provide enough saliva to meet ‘the line’. 
  • Delay the test if you feel unwell.
  • Include the referral together with the samples in the reply envelope.

Finally, <nameremoved>, I will alert you when that satchel arrives safely at the laboratory, and testing will have already commenced by the time you read that email.

I hope you feel more comfortable having the list above handy. And like I said, if there’s anything else don’t hesitate to get back in touch.

TestoChecker Support Services

Query3:

-PENDING

Response3:


Slight corrections of typical grammatical error has been performed to avoid confusion.

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