Help and FAQs – COVIDO

Help and FAQs

How does the service work?

All our tests are at home, self-administered tests and come with easy to follow instructions on how to perform the test. They all come with return packaging and a prepaid return label addressed to our laboratory partners where they will need to be posted to via a Royal Mail Priority Postbox. 

You can find your nearest Royal Mail Priority Postbox using the link below: 

https://www.royalmail.com/services-near-you 

When will I receive my order?

Orders will arrive in a timely manner for when the tests need to be completed  and no earlier, so please ensure the stated arrival date is correct. This can be next day if the order is placed last minute. This may vary on weekends and bank holidays.

How soon will I get my test results?

Test results will be delivered via email within 24 hours of the sample being received at the lab.

Please check your junk/spam folders as our emails occasionally get filtered into them. 

Fit to Fly FAQs

We advise all our customers to order their tests well in advance of their departure (at least 96 hours) to ensure there is enough time for the kit to be delivered and sample to be received and processed by our laboratory partners. 

We offer a bespoke courier collection service where samples can be collected and delivered to our laboratory partners on the same day the sample is taken, but this will be at an additional cost. 

Please email sales@covido.co.uk if this is a service you would be interested in. 

Arrival in the UK FAQs

Day 2 Test - (Green List only)

If you are returning to the United Kingdom from a Green list country you will not need to self isolate upon return. However, you must purchase a Day 2 test. This test can be taken on or before Day Two (2).

You will only need to self isolate if your result is positive. 

You must book this test  before you arrive back in the UK and use the booking reference number emailed to you on your Passenger Locator Form. You must also show this confirmation to the border official upon entering the UK. 

Day 2 and Day 8 Test Kit - (Amber & Red List Countries)

When you return to the United Kingdom from an Amber & Red list country you must self-isolate for 10 days. If you are returning from a country on the Red List you must self-isolate in a quarantine hotel designated by the government.  

However, if you are returning from a country on the Amber list you may self-isolate at home. 

You must book the home quarantine test kits before you arrive back in the UK and use the booking reference number emailed to you on your Passenger Locator Form. You must also show this confirmation to the border official upon entering the UK. 

The day you arrive back in the United Kingdom is classed as Day Zero (0). If you are self-isolating at home or in a hotel, you must do a test on or before Day Two (2) of your self-isolation.  This test is used by the government to detect different strains of the virus. 

The home quarantine test kit is for two test kits, but they will arrive separately. You will first receive a Day 2 test kit to be taken within 48 hours of your arrival, and you will then receive a second test kit to be taken on Day 8 of your home quarantine. 

Please note that even if you test negative on Day 2 and Day 8, you must not leave your place of self isolation until the full 10 full days have passed. This means the earliest you can leave home quarantine is on Day 11. 

Full Government Guidance can be found below:

https://www.gov.uk/guidance/how-to-quarantine-when-you-arrive-in-england#testing-in-quarantine

Day 5 - Test to Release (Amber List only)

If you are returning to the United Kingdom from an Amber list country you can purchase our Day 5 test to end your self isolation period early. You must take the test on Day 5 and no sooner and wait until you receive a negative result. 

Refund FAQs

What is your refund policy?

Refunds are not usually offered on our products and services due to health and safety reasons and due to our test kits being highly sensitive medical products. However, we do judge this on a case by case basis and is at our discretion and where a refund has been approved it will be subject to a £25 restocking and administration fee for each kit that has already been dispatched. All kits must be returned to the specified mail address for a refund to be processed. All test kits must be received undamaged and with the box's security seal intact, otherwise a refund may be denied.